TikTok Shop U.S. Adds After-Sales Handling Time Metric
TikTok Shop U.S. has incorporated after-sales handling speed into the Shop Performance Score, with a healthy level defined as an average of 12 hours or less.
What are the key facts?
- 1After-sales handling time included in the Shop Performance Score
- 2Metric based on handling records from the past 60 days and evaluated daily
- 3Official healthy level: average of 12 hours or less
- 4Affected sellers: relevant U.S. TikTok Shop sellers
What happened?
TikTok Shop U.S. announced after-sales handling time requirements on October 1, 2026, incorporating the speed at which sellers process refund, return, cancellation, and exchange requests into the Shop Performance Score. The metric is calculated based on sellers’ handling records from the past 60 days and may include request approval and returned-item inspection. The platform evaluates performance daily and displays it in Seller Center. The official healthy level is an average of 12 hours or less, and the platform also states that responding within 24 hours is more favorable for repeat purchases. The requirement applies to all U.S. TikTok Shop sellers who must review after-sales requests themselves, with particular attention to apparel, beauty, home, and high-return-rate categories. Sellers can check Manage Returns and set automatic approval rules, and should also arrange weekend or holiday coverage to prevent missed requests from increasing the average handling time.
What does this mean for cross-border sellers?
The speed at which U.S. TikTok Shop sellers handle refund, return, cancellation, and exchange requests is now included in the Shop Performance Score and evaluated daily based on records from the past 60 days. Stores that review after-sales requests themselves should keep average handling time at 12 hours or less and avoid missing requests on weekends and holidays.
What should sellers do now?
- 1This week, establish an after-sales coverage schedule for U.S. TikTok Shop apparel, beauty, home, and high-return-rate categories. Check Manage Returns at least once daily, ensure every new request is assigned, and retain inspection records.AI Customer Service
- 2This week, review the automatic approval rules for each U.S. TikTok Shop store, checking the refund, return, cancellation, and exchange processes separately. Use records from the past 60 days to compile a list of exceptional requests and those pending manual review.
- 3This week, record after-sales handling time in Seller Center and check by store and category whether the average is 12 hours or less. For processes approaching or exceeding that level, arrange additional weekend and holiday processing coverage.