Summary
Customer Service Response Time (After-sales) section removed; consolidated into simplified Customer Service Policy with same 24-hour and 90% response rate requirements restated in new format.
Why it matters
Section deletion reflects policy restructuring, not substantive requirement changes. Sellers remain subject to existing 24-hour response and 90% response rate KPIs. Navigation and presentation changed but compliance obligations unchanged.
Recommended action
Audit current response time tracking against restated KPIs to confirm continued compliance. Review new policy format to ensure familiarity with reorganized structure and any minor wording adjustments.
No new content was added in this update.
Customers may raise after-sales inquiries or complaints on topics such as order cancellation, shipping details, shipping status, returns and refunds, and other warranty requests.
You must respond to customer inquiries within 24 hours of receiving the message.
When the Chatbot is turned on, this requirement does not apply on weekends, but all messages received over the weekend must be answered by Monday 12 PM local time.
You must comply with our Customer Order Shipping Policy and Customer Order Cancellation, Return, and Refund Policy and provide appropriate and high-quality customer service Return and Refund Requests
When providing after-sales services, you must strictly follow the order cancellation, returns, and refund information displayed on your product detail page.
Changing the service conditions to less-preferential ones after a customer's order is placed is strictly prohibited.
You must ensure that your cancellation, return, and refund policies adhere to our Customer Order Cancellation, Return, and Refund Policy and Refund Without Return Program You are solely responsible for any customer confusion or dispute arising due to unclear, incomplete, or inaccurate information.
You must swiftly and appropriately handle any resulting customer inquiry, request, or complaint and comply with applicable laws and regulations.
Performance Evaluation Key Performance Indicators and Targets
You are expected to communicate with customers professionally, efficiently, and in a timely manner. 24-Hour Response Rate
The 24-Hour Response Rate measures the percentage (%) of customer-initiated chats that you respond to within 24 hours, measured over the past 7 calendar days.
It is calculated by dividing the number of customer-initiated chats you respond to within 24 hours by the total number of chats that require a manual response from you.
If a conversation is fully handled by a chatbot without being transferred to you, it is excluded from the calculation and does not impact the response rate.
If you have the Chatbot turned on, the 24-hour response requirement does not apply on weekends.
Affects: Seller
However, all weekend messages must be answered by Monday 12 PM local time.
Casual or small talk replies (such as "Hi" or "Hello") do not count as valid responses.
You must provide meaningful replies that address the customer’s inquiry for the chat to be counted.
You are required to maintain a 24-Hour Response Rate of 90% or higher.
Satisfaction Rate
The Satisfaction Rate is calculated as the percentage of chats rated 4 or 5 by the customer, divided by the total number of rated chats over the last 30 calendar days. You are required to maintain a Satisfaction Rate of 75% or higher. Evaluation Process
Tik Tok Shop evaluates you based on your customer service response time.
The 24-Hour Response Rate is reviewed every Monday, based on performance over the last 7 calendar days.
You will only be assessed if you received customer messages during that period.
The following will not be counted in the 24-Hour Response Rate evaluation: Automated replies, including chatbot and FAQ responses Customer queries handled by Tik Tok Shop.
Only queries routed to you will impact your performance metrics Chats initiated while your shop is in Holiday mode (a feature that allows you to temporarily deactivate your listings) Performance below target metrics for the 24-Hour Response Rate may result in violations and enforcement actions.
If your 24-Hour Response Rate continues to decline after the initial violation, further enforcement actions may be applied.
You can submit an appeal through the Account Health Rating page on Seller Center if you believe the violation was issued in error.
Enforcement and Appeals We regularly review your shop’s compliance with this policy and may take enforcement action if any violations are identified.
This may include actions such as: Rejecting your category qualification application Assigning violation points Removing product listings For more information on enforcement actions, refer to our Seller Enforcement Policy.
If you would like to appeal an enforcement action, visit the Appeals section of our Seller Enforcement Policy for guidance on how to proceed.
Please note: This policy only covers situations where Tik Tok Shop Chat is used during customer service.
In order to provide transparent and efficient customer service, we highly recommend you use our Tik Tok Shop Chat to engage with customers.
This policy is not exhaustive, nor intended as legal advice.
You must seek independent legal advice if you have questions about the laws and regulations concerning your products.
This policy is updated periodically.
You must check this page regularly to ensure compliance with our current policy.
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