Lately, there has been unrest among sellers or online merchants. A new policy that allows buyers to return or return items that are no longer needed through TikTok Shop by Tokopedia is the culprit.

In contrast, e-commerce experts and associations welcomed the new rules. They call the policy a middle ground in protecting consumers.

It was Mochammad Risqy Faisal who expressed his anxiety regarding this. Through his social media account, Faisal plans to change platforms soon.

"From now on I don't want to use Tokped (Tokopedia) anymore to send goods. Close the shop and delete the app. Then move platforms," he said annoyed.

Ferry Santoso expressed a similar sentiment, "This is probably what is called wanting to die to invite the seller to die too," he said.

Another online merchant, Sahid Cahyo, complained that he was already experiencing difficulties in offering his products online on the platform.

"First, in May, I couldn't add more merchandise. Second. At the end of May, the disbursement of funds waited for 6 working days and chat notifications from buyers did not appear," he said.

The base of the problem is, starting July 21, 2025, Tokopedia and TikTok Shop announced a new policy, namely returning products from buyers with the reason 'No Longer Needed'.

"This update aims to improve buyers' shopping experience while maintaining consistency of return policies across platforms," wrote TikTok Shop by Tokopedia through the seller center page.

The platform argues that this update aims to improve shoppers' shopping experience while maintaining consistency of return policies across the platform.

With this new return policy, shoppers can return items simply because they changed their mind.

Although it causes unrest among sellers, Tokopedia also provides protection so that they are not fully disadvantaged.

As for the main requirement, products that you want to return for 'no longer needed' reasons must have an 'easy return ' label - which is stated on the product details page.

Buyers can apply for a return on the grounds of 'No Longer Needed' within 15 calendar days of product delivery for Mall category and 6 calendar days of product receipt for other categories.

As long as all conditions are met, the shipping costs for returns will be borne directly by the platform.

In addition, sellers can also consider return requests from buyers by looking at photos of the condition of the item and providing detailed reasons if the seller wants to reject the return request.

TikTok Shop by Tokopedia also explains the steps that sellers should take when handling return requests like this.

Sellers are asked to check the photos uploaded by the buyer to check the condition of the item according to the return standard, then can communicate directly through the chat feature if additional information is needed.

The seller is given a maximum of two calendar days to decide whether to approve or reject the return request. If you decide to reject, the seller must provide clear and detailed reasons.

In addition, sellers are also encouraged to continue to ensure product descriptions are complete and accurate, include original photos, and add size guides or usage instructions to minimize the risk of returns.

Win-Win Solution

This new policy is not just about convenience for shoppers. In an increasingly dynamic era of online shopping, return flexibility is considered to increase consumer confidence and drive transactions.

In addition to providing convenience for buyers, return policies also help Mall stores and UMKM to increase credibility. With the 'easy to return' label, products are more attractive to potential buyers who are hesitant to shop online.

Reancy Triashari from IdEA, Indonesia's e-commerce association, called the "no longer needed" return policy implemented by TikTok Shop by Tokopedia a step that benefits all parties.

"We believe each member has careful consideration in launching policies on its platform," Reancy said.

According to him, this kind of policy is a form of better service for buyers, helps maintain seller confidence, and supports sustainable business growth.

In line with this, Nailul Huda from the Center of Economic and Law Studies (Celios) explained that post-purchase responsibility has indeed become the obligation of e-commerce business actors, both sellers and platforms.

"If we refer to who issued the invoice, then indeed the responsibility lies with the platform," said Nailul.

He added that in accordance with the Consumer Protection Law, business actors are obliged to provide compensation for goods traded, either in the form of money back or replacement of goods.

"The time is after seven days from the transaction date. In e-commerce practice, it should be counted since the goods are received, as long as the condition of the goods and completeness such as price tags remain intact," he said.

'Mall' Sellers Skyrocket

Along with this return policy, TikTok Shop by Tokopedia also reported a surge in the number of sellers with 'Mall' status in the first half of 2025, which increased more than four times compared to the second half of 2024.

'Mall' category sellers are those who are official brand owners, authorized distributors, or verified stores with a high reputation. They get a number of exclusive perks such as customized badges, ease of promotion on the platform's strategic pages, as well as access to large-scale marketing campaigns.

"The rapid growth of Mall sellers on TikTok Shop by Tokopedia shows how important this platform is in supporting entrepreneurs, including UMKM in various regions, to grow their business," said Stephanie Susilo, Senior Director of Tokopedia and TikTok E-commerce, in a press release last week (16/7).

In addition to special labels, Mall sellers also get benefits such as exclusive vouchers, free shipping program, 100% original product guarantee, and return service for up to 15 days.

Data for the first semester of 2025 TikTok Shop by Tokopedia recorded a number of best-selling products that dominated the Mall store sales.

1. Fashion categories: women's sneakers, hijab, and school shoes were the most purchased.
2. Beauty and self-care category: lipsticks, foundations, and various skincare products such as serums, creams, and face masks.
3. Food and beverage categories: chili sauce, moringa powder, and hampers.

Interestingly, a number of Mall sellers also experienced a more than 15-fold spike in transactions compared to the previous period, with the list of fast-growing brands dominated by local Indonesian brands. "This shows the growing trend of shoppers preferring official products from authentic brands, authorized distributors, or verified stores on the platform," Stephanie added in writing.