TikTok Shop Opens New SPS Metric Appeal Function
TikTok Shop has opened appeals for some SPS metrics, while logistics-related appeals are still being developed and rolled out in phases.
What are the key facts?
- 1TikTok Shop updated its SPS appeal guidelines
- 2Sellers can submit appeals in Seller Center
- 3Some appeal functions opened on October 16
- 4Logistics appeal functions are still scheduled for phased rollout
- 5Appeal reviews usually take about 3 business days
What happened?
TikTok Shop updated its new Shop Performance Score (SPS) metric appeal mechanism. Sellers can access the Appeal Center through Account Health and Shop Performance Score in Seller Center to submit appeals for rating issues caused by buyer errors, logistics exceptions, system errors, or other factors outside the seller’s responsibility. The platform stated that appeal functions for product satisfaction, customer service metrics, and Seller Fault Cancellation Rate (SFCR) are now available. For the two logistics metrics, Dispatch Time and Transit Time, the related appeal functions still require redevelopment, and the platform plans to open them in phases during October. Appeal reviews usually take about 3 business days; if an appeal is approved, the metric correction is expected to be updated after about 1 business day. The original notice also states that international transportation, delayed carrier scans, and overseas warehouse handoffs may cause negative metrics unrelated to the seller’s actions. Cross-border sellers should therefore retain shipping labels, pickup scans, carrier tracking, and buyer communication records for appeal submissions.
What does this mean for cross-border sellers?
Sellers can now use the Appeal Center in Seller Center to appeal issues in product satisfaction, customer service metrics, and SFCR caused by buyer errors, system errors, or factors outside the seller’s responsibility. Appeals for the logistics metrics Dispatch Time and Transit Time are still being developed and rolled out in phases, so cross-border sellers must continue preserving shipping and communication evidence and should not assume that all logistics exceptions are currently appealable.
What should sellers do now?
- 1This week, create order-searchable appeal evidence packages for the TikTok Shop store, centrally archiving shipping labels, pickup scans, carrier tracking, and buyer communication records. Completion standard: all four types of materials can be matched to the relevant order and exported directly.Listing character checker
- 2This week, review product satisfaction, customer service metrics, and SFCR for the TikTok Shop store. For rating issues caused by buyer errors, system errors, or factors outside the seller’s responsibility, submit an appeal through Account Health → Shop Performance Score → Appeal Center and save the submission record.
- 3This week, create a follow-up tracker for submitted SPS appeals, recording the submission time, review result, and metric changes. Completion standard: verify each item against the usual review period of about 3 business days and the expected update about 1 business day after approval.