TikTok Shop US Opens SPS Appeal Process
TikTok Shop US has introduced an SPS metric appeal process, allowing sellers to submit evidence for eligible performance metrics; each order can be appealed up to three times for the same metric.
What are the key facts?
- 1New SPS appeal process opened for the US site
- 2Eligible sellers can submit appeals directly in Seller Center
- 3Same order and metric can be appealed up to three times
- 4Each appeal can include up to 30 orders
- 5Platform review usually takes 3–4 business days
- 6Appeals require supporting evidence
What happened?
On October 19, 2026, TikTok Shop updated its guidance for appealing Shop Performance Score (SPS) metrics in the US. Eligible sellers can submit appeals directly in Seller Center through Account Health, Shop Performance Score, and Appeal Center without first contacting customer service. Currently appealable metrics include the non-buyer-fault return and refund rate (NBFR), negative review rate (NRR), customer-service dissatisfaction rate, after-sales handling time (AHT), and seller-fault cancellation rate (SFCR). Appeals for some logistics metrics, including Dispatch Time and Transit Time, are still being rolled out in batches. A single appeal can include up to 30 orders, and the same order can be appealed up to three times for the same metric. Platform review usually takes approximately 3–4 business days, and after an appeal is approved, the metric is expected to update in approximately one business day. Sellers must upload evidence such as chat records, carrier delay documentation, system-error screenshots, or proof that the buyer selected the wrong reason. The process can help sellers affected by lost logistics shipments, malicious buyer returns, system errors, or force majeure events, but insufficient evidence or three consecutive failed appeals may result in the appeal entry for that order being closed.
What does this mean for cross-border sellers?
US sellers can now appeal SPS metrics including NBFR, NRR, customer-service dissatisfaction rate, AHT, and SFCR directly in Seller Center; logistics-related Dispatch Time and Transit Time appeals are still being rolled out in batches. Sellers should organize order evidence in advance and control the number of appeals to avoid having an order’s appeal entry closed because of insufficient evidence or three consecutive failures.
What should sellers do now?
- 1This week, screen abnormal NBFR, NRR, customer-service dissatisfaction rate, AHT, and SFCR orders in Seller Center for the US site, create an appeal list, and ensure that the same metric is appealed no more than three times per order.AI Customer Service
- 2This week, archive chat records, carrier delay documentation, system-error screenshots, or proof of a buyer-selected wrong reason for US orders pending appeal; name files by order and metric, and prepare one upload-ready evidence package for each order.
- 3This week, submit metric-based appeals in the US Appeal Center, with no more than 30 orders per batch; record the submission time, review the result after 3–4 business days, and track the metric update approximately one business day after approval.