TikTok Shop US Updates SPS Rating System
TikTok Shop US has updated SPS to cover products, customer service, logistics, and fulfillment, while opening logistics-metric appeals in phases.
What are the key facts?
- 1TikTok Shop US updates the new SPS system
- 2SPS covers product, customer service, logistics, and fulfillment dimensions
- 3Logistics-metric appeals open in phases from October 19
- 4SPS below 3.0 may result in loss of affiliate and campaign benefits
What happened?
TikTok Shop US updated its seller education and operations pages around October 19 to roll out the new Shop Performance Score (SPS). The updated score covers product satisfaction, customer service, logistics, and fulfillment, and will affect traffic allocation, Flash Sale eligibility, affiliate marketing, accelerated settlement, participation in platform campaigns, and shop levels. As part of the changes, logistics-metric appeals are beginning to open in phases. Appeals are already available for some product-satisfaction, customer-service, and seller-responsibility cancellation-rate metrics. Appeals related to Dispatch Time and Transit Time are expected to open in phases from October 19 and are planned to be fully available by October 26. The new system includes thresholds of 3.0, 3.5, 4.0, and 4.5. If SPS falls below 3.0, affiliate and campaign benefits may be revoked; eligibility may be restored only after the score returns above 3.5. US domestic sellers, cross-border direct-shipping sellers, and shops using TikTok Logistics or third-party logistics are more significantly affected.
What does this mean for cross-border sellers?
The updated SPS evaluates product satisfaction, customer service, logistics, and fulfillment, and affects traffic, Flash Sales, affiliate marketing, settlement, and campaign eligibility. US domestic shops, cross-border direct-shipping shops, and shops using TikTok Logistics or third-party logistics should prioritize low-scoring areas and use appeal channels that are already open or opening in phases.
What should sellers do now?
- 1Export the latest SPS for each US shop, review the product, customer service, logistics, and fulfillment dimensions one by one, and create a remediation checklist categorized by shop and issue type, ensuring all four dimensions are checked.AI Customer Service
- 2For US shops with SPS below 3.0, prioritize customer-service and cancellation-rate issues and submit remediation plans. For each shop, record the owner, processing milestone, and review result so every low-scoring shop has a complete record.
- 3Check Dispatch Time and Transit Time evidence for cross-border direct-shipping and third-party logistics shops, prepare materials according to appeal-channel availability, and create a status table for each appeal metric so every eligible metric has supporting evidence.Procurement List