TikTok Shop Enforces 12-Hour Customer Response Rate Assessment
TikTok Shop has officially launched its 12-Hour Customer Response Rate (12HRR) assessment on July 6. Sellers with a chat response rate below 85% in the past 30 days will face varying penalties, including warnings, deduction of violation points, or account health points. The assessment includes chats from weekends and holidays, and sellers are advised to use chat automation tools to maintain compliance.
What are the key facts?
- 1Effective date: July 6, 2026
- 2Assessment standard: Response rate below 85% triggers penalties
- 3Penalty measures: Warnings, deduction of violation points or AHR points
What happened?
TikTok Shop has intensified its customer service standards by requiring sellers to respond to customer-initiated chats within 12 hours. The assessment includes weekends and non-working hours. If 12HRR falls below 85%, it will trigger tiered penalties: 75%-84% results in a warning; 51%-74% results in a deduction of 2 violation points or 10 AHR points; below 50% results in a deduction of 4 violation points or 20 AHR points. This policy applies to stores that received more than 2 chat messages in the last 30 days.
What does this mean for cross-border sellers?
Sellers need to check their backend customer response data and consider setting up automated replies or FAQ bots to ensure compliance with response time requirements during non-working hours, avoiding impacts on store health scores due to untimely customer responses.