Lately, unease has gripped many online sellers. The source of frustration is a new policy introduced by TikTok Shop by Tokopedia, which allows buyers to return items that are “no longer needed.”
On the other hand, e-commerce experts and associations welcomed the new regulation. They described the policy as a middle ground in protecting consumers.
One seller, Mochammad Risqy Faisal, expressed his frustration. Through his social media account, Faisal announced plans to leave the platform.
“Starting now I will no longer use Tokopedia to send goods. Closing my store and deleting the app. Then moving to another platform,” he said angrily.
The same sentiment was shared by Ferry Santoso: “This feels like when you’re about to die, you drag sellers down with you,” he said.
Another online seller, Sahid Cahyo, complained that he had already faced difficulties in offering his products online through the platform.
“First, in May I couldn’t add new products. Second, at the end of May, fund withdrawals took six working days and chat notifications from buyers didn’t appear,” he explained.
The root of the issue: starting July 21, 2025, Tokopedia and TikTok Shop announced a new policy allowing buyers to return products under the reason “No Longer Needed.”
“This update aims to improve the shopping experience for buyers while maintaining consistency in return policies across the platform,” TikTok Shop by Tokopedia wrote on its seller center page.
The platform claimed the update was designed to enhance buyer experience and align return standards across its ecosystem.
With this new return policy, buyers are able to return items simply because they changed their minds.
Although this has unsettled many sellers, Tokopedia also provided safeguards so merchants are not left completely disadvantaged.
The key condition is that products eligible for returns under the “no longer needed” reason must be marked with an “easy to return” label on the product detail page.
Buyers may submit return requests under this reason within 15 calendar days after shipment for Mall category products, and within 6 calendar days of receipt for other categories.
As long as all conditions are met, return shipping costs will be covered directly by the platform.
Sellers, however, still have the option to review requests by checking the buyer-uploaded photos and may decline with detailed justification if necessary.
TikTok Shop by Tokopedia has outlined steps for sellers in handling such requests. Merchants are asked to inspect buyer-uploaded photos to verify the item’s condition against return standards. If more details are needed, sellers may communicate directly with buyers through the chat feature.
Sellers are given a maximum of two calendar days to decide whether to accept or reject the return. If rejecting, they must provide a clear and detailed explanation.
Additionally, sellers are encouraged to always provide complete and accurate product descriptions, use original photos, and include size guides or user instructions to reduce the likelihood of returns.
Win-Win Solution
This new policy is not just about convenience for buyers. In today’s dynamic e-commerce landscape, flexible return policies are seen as a way to increase consumer trust and drive transactions.
Besides offering comfort for buyers, return flexibility also helps Mall stores and MSMEs boost their credibility. Products marked as “easy to return” appear more attractive to hesitant online shoppers.
Reancy Triashari from IdEA, Indonesia’s e-commerce association, described TikTok Shop by Tokopedia’s “no longer needed” return policy as beneficial for all stakeholders.
“We are confident that each platform carefully considers its decisions when launching policies. This is a step toward better service for buyers, safeguarding seller trust, and supporting sustainable business growth,” she said.
Echoing this view, Nailul Huda of the Center of Economic and Law Studies (Celios) explained that post-purchase responsibilities in e-commerce lie with both sellers and platforms.
“If we refer to who issues the invoice, then indeed the responsibility falls on the platform,” he said.
He further noted that under Indonesia’s Consumer Protection Law, businesses are required to compensate buyers for defective or unsuitable products, either through refunds or replacements.
“The timeframe is within seven days of the transaction. In e-commerce practice, it should be calculated from the date the buyer receives the goods, provided that the product and tags remain intact,” he added.
Mall Sellers on the Rise
Coinciding with the rollout of this return policy, TikTok Shop by Tokopedia also reported a sharp increase in the number of “Mall” sellers in the first half of 2025—more than quadrupling compared to the second half of 2024.
Mall sellers are defined as official brand owners, authorized distributors, or highly reputable verified stores. These sellers gain access to exclusive facilities such as special badges, prime promotional slots on the platform, and participation in large-scale marketing campaigns.
“The rapid growth of Mall sellers on TikTok Shop by Tokopedia highlights the platform’s significance in supporting entrepreneurs, including MSMEs across Indonesia, to expand their businesses,” said Stephanie Susilo, Senior Director of Tokopedia and TikTok E-commerce, in a press release on July 16, 2025.
Beyond branding privileges, Mall sellers also receive exclusive benefits such as vouchers, free-shipping programs, 100% product authenticity guarantees, and extended return periods of up to 15 days.
Data from the first half of 2025 revealed the most popular products dominating Mall store sales:
- Fashion: women’s sneakers, hijabs, and school shoes.
- Beauty & Personal Care: lipsticks, foundation, and skincare products including serums, creams, and facial masks.
- Food & Beverages: chili sauce, moringa powder, and gift hampers.
Interestingly, some Mall sellers experienced transaction surges exceeding 15 times compared to previous periods, with many of the fastest-growing brands being local Indonesian labels. “This shows a growing trend of consumers preferring official products from original brands, authorized distributors, or verified stores,” Stephanie added in writing.
