TikTok Shop Updates U.S. SPS Rating System
TikTok Shop launched a new SPS for the U.S. site, continuing to assess product satisfaction, customer service, and logistics and fulfillment performance.
What are the key facts?
- 1The new SPS was updated on October 16
- 2SPS is calculated around product, customer service, and logistics and fulfillment performance
- 3An SPS below 3.0 may cancel affiliate and activity benefits
What happened?
TikTok Shop updated its U.S. Shop Performance Score, or SPS, and its appeal mechanisms. The new score continues to be calculated around product satisfaction, customer service, and logistics and fulfillment performance, with comparisons made by the seller’s category and price band. The platform announced benefit tiers for different scores: a score of 2.5 may provide an approximately 10% exposure increase; 3.5 may provide an approximately 20% exposure increase, accelerated settlement, affiliate marketing, and activity eligibility; 4.0 may provide settlement one day after shipping and a Top Rated Badge; and 4.5 may provide an approximately 30% exposure increase. If SPS falls below 3.0, affiliate and activity benefits may be canceled, and eligibility may be restored only after the score returns above 3.5. Appeal channels for product satisfaction, customer service metrics, and seller-responsibility cancellation rates opened on October 16. Appeals related to shipping time and transportation time are expected to open in stages from October 19 to October 26. The update affects all U.S. site sellers.
What does this mean for cross-border sellers?
SPS for all U.S. sellers will continue to be affected by product satisfaction, customer service, and logistics and fulfillment performance, with comparisons based on category and price band. An SPS below 3.0 may result in the loss of affiliate and activity benefits, while a score above 3.5 may be required to regain eligibility. The score also affects exposure, settlement, and platform badge benefits.
What should sellers do now?
- 1This week, review customer service metrics for the U.S. site, create an issue list based on product inquiries, after-sales issues, and response records, and use AI customer service to standardize replies; completion requires an improvement list with corresponding scripts.AI Customer Service
- 2This week, review product titles, selling points, and detail pages for key U.S. categories, optimize Listings around descriptions that may affect product satisfaction, and produce a priority Listing revision list marking each item as revised or pending.Listing Optimizer
- 3This week, organize shipping time, transportation time, and seller-responsibility cancellation records for U.S. stores and prepare order and logistics evidence; check and submit appeals for product satisfaction, customer service, and cancellation rates from October 16, and arrange logistics appeals according to the staged opening from October 19 to October 26.Dimensional weight
- 4This week, verify each U.S. store’s current SPS and benefit status, focusing on whether the score is below 3.0 or has not reached 3.5; produce a review sheet covering each store’s score, affiliate and activity eligibility, exposure, and settlement benefits.Marketplace fee compare