TikTok Shop to Enforce 12-Hour Customer Service Response Rate
TikTok Shop announced that starting July 6, it will enforce measures against stores that fail to meet the 12-Hour Customer Response Rate (12HRR), aiming to enhance the shopping experience for buyers.
What are the key facts?
- 1Effective date: July 6, 2026
- 2Assessment metric: 12-hour response rate
- 3Calculation range: Customer inquiries in the past 30 days
What happened?
The platform requires sellers to respond to customer inquiries within 12 hours. This metric applies on weekends and holidays, with exemptions only during vacation mode.
What does this mean for cross-border sellers?
Sellers need to establish an around-the-clock customer response mechanism or use automated tools to ensure timely replies, avoiding limits on their stores due to delayed responses.