TikTok Shop Adds Aftersales Handling Time to Shop Performance Score
TikTok Shop has updated its aftersales handling requirements, incorporating the average handling time for aftersales requests from the past 60 days into the Shop Performance Score and assessing it daily.
What are the key facts?
- 1Average aftersales handling time is included in the Shop Performance Score
- 2The platform calculates it from aftersales requests actually reviewed during the past 60 days
- 3The platform assesses it daily and displays it in Seller Center
- 4The platform’s healthy target is within 12 hours
What happened?
TikTok Shop updated its Aftersales Handling Time requirements on October 19, adding sellers’ average handling time for refund, return, cancellation, and exchange requests to the Shop Performance Score. The platform calculates the average based on aftersales requests actually reviewed by sellers during the past 60 days and assesses the result daily, with the result displayed in Seller Center. The calculation includes the initial approval or rejection review and the product inspection stage after a return. The platform’s healthy target is within 12 hours; longer aftersales handling times are more likely to affect store service performance. The change applies to U.S. domestic, cross-border, and overseas-warehouse sellers, particularly merchants with small customer-service teams or time-zone differences with the United States.
What does this mean for cross-border sellers?
Average aftersales handling time is now included in the Shop Performance Score and assessed daily based on actual requests reviewed during the past 60 days. U.S. domestic, cross-border, and overseas-warehouse sellers with insufficient customer-service coverage may see store performance, campaign eligibility, and traffic benefits affected by slow processing of refunds, returns, cancellations, and exchanges.
What should sellers do now?
- 1This week, establish U.S.-business-hours aftersales shifts for the U.S. store covering refund, return, cancellation, and exchange requests, configure automatic approval for eligible requests, and complete a full routing table as the acceptance standard.AI Customer Service
- 2Establish internal SLAs for refunds, returns, cancellations, and exchanges for the U.S. aftersales process, review handling time in Seller Center daily, and target an average of no more than 12 hours over the past 60 days.