TikTok Shop to Enforce 12-Hour Customer-Service Response Rate
TikTok Shop announced that, starting July 6, it will take mandatory enforcement action against stores that fail to meet the 12-hour customer-service response rate (12HRR), aiming to improve the buyer shopping experience.
What are the key facts?
- 1Effective date: July 6, 2026
- 2Metric: Response rate within 12 hours
- 3Calculation period: Customer inquiries from the past 30 days
What happened?
The platform requires sellers to respond to customer inquiries within 12 hours. The metric includes weekends and holidays; only inquiries received during Vacation Mode are exempt.
What does this mean for cross-border sellers?
Establish an around-the-clock customer-service response process or use automation to ensure replies within the required time and avoid store restrictions caused by delayed responses.