TikTok Shop US Updates NBFR Requirements
TikTok Shop US has updated its NBFR rules. The metric will be included in SPS and may affect product exposure, search visibility, and eligibility for related benefits.
What are the key facts?
- 1TikTok Shop US updated NBFR requirements on October 26, 2026
- 2NBFR measures the proportion of returns and refunds caused by seller or logistics responsibility during the previous 90 days
- 3NBFR will be included in the overall Shop Performance Score
- 4A high NBFR may affect exposure, search visibility, and eligibility for certain benefits
What happened?
TikTok Shop US announced and updated its “Non-Buyer-Fault Return and Refund Rate” (NBFR) requirements on October 26, 2026. The metric covers orders that were delivered during the previous 90 days and measures the proportion of orders returned or refunded due to seller or logistics carrier responsibility among all delivered orders. Orders canceled before delivery are excluded.
NBFR will be included in the overall Shop Performance Score (SPS) and will affect store performance together with product satisfaction, logistics fulfillment, and customer service performance. A high NBFR may lower SPS, which could affect product exposure, search visibility, and seller eligibility for certain SPS-related benefits.
For sellers using self-fulfillment, third-party logistics, or cross-border delivery, damaged products, items that do not match their descriptions, missing items, delayed delivery, and orders marked as delivered but not received by the buyer may all increase the metric. Orders using FBT, TikTok Shipping, or certain platform-partner logistics services may receive specific exemptions when they meet the platform’s requirements for timely shipment. Sellers in US categories with high return rates, sellers of products with low-quality packaging, and cross-border sellers with unstable delivery performance may be affected more significantly.
What does this mean for cross-border sellers?
TikTok Shop US has included NBFR in the overall SPS, and returns or refunds caused by seller or logistics responsibility during the previous 90 days may lower store performance. Sellers in US categories with high return rates, or with poor packaging quality or unstable delivery performance, should first investigate damage, missing items, inaccurate descriptions, and non-receipt issues.
What should sellers do now?
- 1This week, export US orders delivered during the previous 90 days that resulted in returns or refunds. Categorize them as damage, missing items, inaccurate descriptions, delayed delivery, or non-receipt, then create a responsibility-attribution list and flag the Listings requiring improvement.Listing character checker
- 2This week, review the titles, selling points, and detail-page descriptions of US Listings in high-return-rate categories. Focus on wording that may not match the actual products, and produce a list of revised copy and images requiring review.Listing Optimizer
- 3This week, inspect shipment and delivery records for self-fulfilled, third-party logistics, and cross-border delivery orders. Check cases involving damage, delays, and orders marked as delivered but not received, then create a logistics issue list and assign a responsible handling stage to each case.AI Customer Service
- 4This week, separately review orders using FBT, TikTok Shipping, and certain platform-partner logistics services. Check whether they meet the platform’s requirements for timely shipment and retain an exemption verification record linked to the relevant orders.