How to handle unsuccessful delivery orders to avoid Shop Health point deductions

Two types of issues to distinguish

• Shipping issues: occur before handing over to logistics — for example, printing errors or unsuccessful pickup.
• Transit/unsuccessful delivery issues: occur after handover — failed delivery, order cancellation in transit, rejected orders returned to the seller, damaged/lost packages.

See the overview at Order Management > quick filter > hover over “Shipping and transit issues” (displays issues in the last 7 days), or filter in detail using “Logistics issues” in the All tab.

Corresponding actions for each status

Status	Required action
Awaiting shipment – Unable to ship	Cancel order
Printing failed	See reprinting instructions
Pickup failed	Contact the carrier
Unsuccessful delivery	Contact the customer/carrier
Returning to seller / Return failed	Go to the Help Center
Lost/damaged/destroyed package	See order cancellation and compensation instructions

Three return statuses to monitor closely

• Returning to seller: the package is on its way back.
• Returned to seller: the order is automatically cancelled and refunded — no further action required from you.
• Return to seller failed: the carrier cannot deliver the package back to you — marked with a red warning, requiring you to proactively submit a ticket to the Help Center.

Risks to note

Unsuccessful delivery orders affect fulfillment performance metrics — one of the factors constituting the shop’s risk level. Ignoring the tracking and processing of logistics tickets (statuses “Ticket processing”/“Ticket closed”) for a long time can leave pending issues unresolved, indirectly prolonging the impact on shop metrics.

Source

TikTok Shop Seller Academy — Management of unsuccessful delivery orders (updated 23 July 2026)