U.S. Site Launches ISRR Metric: Sellers Must Strengthen After-Sales Evidence Retention
TikTok Shop’s U.S. site has announced the Invalid Seller Rejection Rate. After-sales rejections deemed invalid may affect subsequent reviews.
What are the key facts?
- 1U.S. site announced the Invalid Seller Rejection Rate
- 2Metric is assessed weekly on a rolling eight-week basis
- 3An overall ISRR of 20% or higher triggers a warning
- 4Requests may be subject to mandatory platform review after thresholds are exceeded
- 5Sellers must strengthen after-sales evidence retention
What happened?
On September 22, 2026, TikTok Shop announced the Invalid Seller Rejection Rate (ISRR) for its U.S. site. The metric measures the proportion of after-sales requests rejected by a seller that are later determined to have been invalidly rejected by the platform or through an appeal. It is assessed weekly over a rolling eight-week period and is calculated only when both the numerator and denominator exceed 10 cases. An overall ISRR of 20% or higher triggers a warning. In refund or return-and-refund scenarios, a separate requirement of below 30% applies. Once the applicable threshold is exceeded, the relevant after-sales requests may be subject to mandatory platform review. Cases involving logistics reasons, malicious buyers, platform determinations involving high-value buyers, and buyer-responsibility scenarios such as auctions or final-sale transactions are generally excluded from the metric. The rule directly affects self-fulfilling sellers and sellers in apparel, beauty, electronics, and high-return categories. Sellers must retain photos, videos, quality-inspection records, chat records, and logistics evidence rather than simply rejecting disputed orders.
What does this mean for cross-border sellers?
ISRR is assessed weekly on a rolling eight-week basis. If sellers reject after-sales requests without sufficient evidence, the invalid rejection rate may rise and trigger mandatory platform review. Self-fulfilling sellers and sellers in apparel, beauty, electronics, and high-return categories should make after-sales evidence retention part of daily operations.
What should sellers do now?
- 1This week, create after-sales evidence packages for self-fulfilling sellers and high-return categories, archive photos, videos, quality-inspection records, chat records, and logistics evidence for each case, and sample recent rejection cases to confirm all five types of materials are complete.AI Customer Service
- 2This week, organize weekly after-sales rejection data on a rolling eight-week basis, check whether the overall ISRR is approaching 20% and whether the rate in refund and return-and-refund scenarios remains below 30%, and create an alert table.Listing character checker