TikTok Shop Strengthens Customer Service Standards, 12-Hour Response Rate Assessment Starts July 6
TikTok Shop announced the enhancement of customer service standards, formally assessing sellers' '12-hour response rate' starting July 6. Sellers with a response rate below 85% will face penalties such as warnings, deduction of violation points, or impact on their AHR scores.
What are the key facts?
- 1Effective Date: July 6, 2026
- 2Assessment Metric: 12-hour response rate (12HRR)
- 3Penalty Mechanism: Warnings or point deductions for rates below 85%
What happened?
TikTok Shop requires sellers to respond to buyer inquiries within 12 hours. This metric will evaluate chat records from the past 30 days. The platform has clarified the penalty gradient, with stores having a response rate below 85% facing various restrictions. Sellers can maintain compliance by setting vacation modes or using auto-reply functions.
What does this mean for cross-border sellers?
Sellers need to establish efficient customer service response mechanisms and utilize automation tools to cover non-working hours to avoid penalties due to delayed responses.