Summary
Policy document reformatted with updated date (06/11/2026). Key Points restructured into bullet format. Substantive SLA requirements, metrics, and enforcement rules remain unchanged.
Why it matters
This is a presentation-only update. No new fulfillment requirements, SLAs, metrics thresholds, or enforcement actions were introduced. Sellers face no new compliance obligations from this reformatting.
Recommended action
Review the reformatted document to confirm all existing fulfillment requirements (VTR ≥95%, LDR ≤4%, OTDR ≥80%, SFCR ≤2.5%) remain operationally unchanged.
Key Points: Sellers must dispatch and deliver orders within the required Service Level Agreements.
Sellers must dispatch and deliver orders within the required Service Level Agreements.
Key Points: Sellers must dispatch and deliver orders within the required Service Level Agreements.
This policy outlines the requirements you must meet when fulfilling orders on Tik Tok Shop.
Fulfillment Fulfillment refers to the complete process of receiving, processing, and delivering a customer’s order on Tik Tok Shop.
This includes preparing the product for shipment, providing valid tracking information, handing the package to a Logistics Service Provider (LSP), and ensuring delivery within the required timelines.
Requirements for Fulfillment Service Level Agreements (SLA) A Fulfillment SLA is the maximum number of business days for an order to reach a specific stage in the fulfillment/shipping process.
Order type Dispatch SLAAuto-Cancellation SLA Deliver-by SLARegular Within 2 business days of Awaiting Shipment.
Order status must be marked as In Transit (i.e., scanned by carriers).
Tik Tok Shop will auto-cancel an order if the order status is not updated to Awaiting Collection (i.e., tracking information has not been added to Seller Center) within 5 business days of Awaiting Shipment.
Within 6 business days of Awaiting Shipment.
Order status must be marked as Delivered.*Orders using Tik Tok Shipping that were dispatched within the dispatch SLA are considered on-time deliveries in OTDR calculations.
Made-to-Order Backorder Custom Handling Within the handling time set by the seller +1 business day.
Order status must be marked as In Transit (i.e., scanned by carriers).
Tik Tok Shop will auto-cancel an order if the order status is not updated to Awaiting Collection (i.e., tracking information has not been added to Seller Center) within 4 business days of Awaiting Shipment.
Within the handling time set by the seller + 5 business days.
Order status must be marked as Delivered.
Pre-Order Within 2 business days after the Pre-Order closure date.
Affects: Seller
Order status must be marked as In Transit (i.e., scanned by carriers).
Tik Tok Shop will auto-cancel an order if the order status is not updated to Awaiting Collection (i.e., tracking information has not been added to Seller Center) within 5 business days of Awaiting Shipment.
Within 6 business days from pre-order closure date.
Order status must be marked as Delivered.
Virtual Goods--Within 2 business days of Awaiting Shipment.
Order status must be marked as Delivered.
NOTE:
Business days exclude Saturdays, Sundays, or US federal holidays.
For pre-owned products requiring post-sale authentication, dispatch times start once Tik Tok Shop has approved the certificate of authenticity.
Please refer to the Pre-Owned Products Requirements for more details.
Tik Tok Shop reserves the right to extend the minimally-required order fulfillment windows for specific holidays.
Tik Tok Shop will provide 7 days notice to sellers prior to an extension.
All notices are communicated through Seller Center.
Dispatching an Order For orders to meet the dispatch requirements, sellers must have orders scanned by a carrier within the dispatch SLA.
Once an order has been successfully scanned, the order will update to In Transit in Seller Center.
If an order is not updated to In Transit within 2 business days, the order will be considered a late dispatch and recorded in the seller's Late Dispatch Rate.
If more than 10% of orders exceed the dispatch SLA requirements, Tik Tok Shop may take additional enforcement actions.
Sellers using the following fulfillment tools will have 1 business day added to their custom handling time to dispatch the order: Order Handling Capacity tool (For orders exceeding the daily order capacity set by the seller)Made-to-Order (MTO) feature Backorder feature Custom Handling Time feature For pre-orders, sellers will have 2 business days after the pre-order release date to dispatch the order.
For virtual goods, sellers must ensure orders are prepared for customer redemption within 2 business days of the order status changing to Awaiting Shipment.
Failure to Fulfill Orders Enforcement actions will be taken if the platform detects that over a period of 30 or more days, a seller has a cancellation rate of 90% or over due to seller-fault reasons (with no delivery).
The enforcement action taken for failing to fulfill orders may include, but is not limited to, temporary shop suspension or permanent shop deactivation.
Please refer to the Seller Enforcement Policy to learn more.
Auto-Cancellation Orders will be automatically canceled if the seller does not update the order status to "Awaiting collection" within the auto-cancellation SLA for the order type.
Tik Tok Shop may investigate and take enforcement action against sellers it reasonably believes are in violation of platform policies.
These policies include this policy, Fulfillment Policy, the After-Sale Policies, and any other agreements.
Potential enforcement actions include warnings, auto-cancellation of "In Transit" orders, suspensions, or platform bans.
Such actions may be taken in the following circumstances, but not limited to: Detection of a high frequency of order cancellations Suspicion of any violation of our policies or guidelines Suspicion of any fraudulent behavior For more information on order auto-cancellations, please refer to the Customer Order Cancellation, Return, and Refund Policy.
Handling Time Handling time is set by the seller in business days and indicates the number of days required to update an order status from Awaiting Shipment to Awaiting Collection.
At the shop level, sellers can choose a handling time between 1-2 business days, by default, for Regular Orders.
To better manage order fulfillment—including regular orders, made-to-order, pre-orders, backorders, and custom handling shipments—sellers can set product-specific handling times: Backorder handling time: 3 to 15 business days Custom handling time: 3 to 7 business days Made-to-Order handling time: 3 to 14 business days Pre-order handling time: 3 to 60 calendar days For more details on non-regular orders and seller eligibility, see Custom Order Requirements.
Regardless of the various order types, if an order remains un-dispatched beyond the seller's set handling time, the seller will receive a notification prompting them to update the new handling time for each order.
This ensures buyers have accurate expectations regarding their order delivery.
Under Fulfillment Settings in Seller Center, sellers can either allow Tik Tok Shop to set their handling time automatically or manually configure it to their default preference.
For sellers onboarded after September 13, 2023, and have opted for the default handling time, Tik Tok Shop will automatically adjust it based on their historical performance.
Tik Tok Shop will automatically cancel an order if it is not marked as Awaiting Collection within the auto-cancellation SLA, i.e.
tracking information has not been added to Seller Center.
Shipping Time Shipping time refers to the number of business days a Logistics Service Provider (LSP) takes to deliver an order after the seller hands it over.
The product display page gives each customer shipping options based on what was set by sellers in the Shipping Template section of Seller Center.
Sellers must ship orders in accordance with the customer's selected shipping-service level.
In order to qualify for specific shipping options, sellers must uphold certain delivery performance thresholds outlined in the Shipping Template.
If sellers fall below the threshold, faster shipping options will be removed in Seller Center and on the product display page.
For additional information and a screenshot of the Shipping Template, please refer to Seller Shipping Configuration.
For an order to be considered delivered on time, the Logistics Service Provider (LSP) must mark it as Delivered on or before the deliver-by SLA.
The Seller Center will then update the order status to Delivered.
Orders not marked as Delivered by the deliver-by SLA are classified as "Late Deliveries," while those marked as Delivered on or before the deadline are considered "On-Time Deliveries."Fulfillment Quality Sellers must ensure that they provide customers with high quality fulfillment, in all shipping methods.
Delivery issues which create a poor customer experience may result in enforcement actions taken on the shop or the product.
Examples of poor fulfillment quality include, but are not limited to: Packages marked as delivered, but never received by customers Damaged item(s) or packaging Package missing an item Wrong item delivered Sellers may be required to issue refunds to customers who experience delivery issues.
For more information, refer to the Customer Order Shipping Requirements.
Metric Calculation Period and Targets Sellers must meet our fulfillment quality and timeliness requirements.
If sellers fail to meet these requirements, enforcement actions may include limiting the exposure of products with high negative feedback, point deduction in Account Health Rating, and order volume limits, up to and including a suspension of new order volume.
Please refer to the Seller Enforcement Policy to learn more.
Valid Tracking Rate (VTR)Seller Requirement:
Sellers must maintain a VTR of greater than or equal to 95%.
VTR represents the percentage of orders processed within the evaluation period that has accurate and verifiable tracking numbers.
Sellers who have selected Seller Shipping must accurately input the tracking IDs, Shipping Provider Name, and Shipping Service to ensure the tracking information provided is valid.
Orders through Fulfilled by Tik Tok (FBT) and Tik Tok Shipping (including Upgraded Tik Tok Shipping) are exempt from VTR calculations.
For additional information, please refer to our Valid Tracking Rate Requirements.
Appeals Sellers bear responsibility for providing clear, verifiable, and original evidence.
Claims relying solely on documents that cannot be independently verified are less likely to be accepted.
VTR enforcements are appealable, but there are only two scenarios that are accepted by Tik Tok Shop.
The customer has directly confirmed to the seller that the order has been received.
A logistics integration error occurred and Tik Tok Shop mistakenly issued a violation.
To learn more about VTR appeals and requirements, please refer to our Valid Tracking Rate Requirements.
Late Dispatch Rate (LDR) Seller Requirement:
Sellers are recommended to maintain an LDR of less than or equal to 4%.
If sellers' LDR is greater than 10%, enforcement actions may be applied.
LDR is a shop-level metric that reflects a seller's consistency in meeting platform dispatch SLA.
It represents the percentage of dispatched orders that were not updated to In Transit in Seller Center within the required dispatch SLA.
For example: Shop A has processed 100 orders in the last 30 days.
75 of those orders were through FBT, so they are exempt from being considered late.
The remaining 25 orders were not fulfilled through FBT and did not meet the dispatch SLA requirement.
As a result, Shop A's LDR would be 25%.
Late-to-dispatch orders that have been canceled by the seller or customer after the Dispatch SLA will be included in LDR calculations.
Appeals Sellers bear responsibility for providing clear, verifiable, and original evidence.
Claims relying solely on documents that cannot be independently verified are less likely to be accepted.
For LDR violations, the below are the only scenarios that Tik Tok Shop will consider an appeal: Tik Tok Shop enforced an order ID more than once (either in the same calculation period or in consecutive calculation period for the same SKUs).
Tik Tok Shop incorrectly categorized an order as late when it was dispatched in accordance with the dispatch SLA.
Local fulfillment warehouse operations disrupted due to events or circumstances beyond seller and warehouse control.
Labor strikes/disputes, environmental disasters or accidents, power outages or utility failures Seller unable to dispatch orders on time due to system issues with Seller Center.
To learn more about Late Dispatch Rate and appeal requirements, please refer to our Late Dispatch Rate Requirements.
On-Time Delivery Rate (OTDR)Seller Requirement:
Sellers must maintain an OTDR of greater than or equal to 80%.
OTDR is a shop-level metric that reflects how efficiently orders are delivered.
It represents the percentage of non-FBT (Fulfilled by Tik Tok) orders delivered on or before their designated deliver-by date and is calculated weekly (Monday-Sunday) based on all orders expected to be delivered during that period.
The deliver-by date is the deadline for a package to be marked Delivered to meet OTDR expectations.
This metric applies to both Seller Shipping and Tik Tok Shipping options.
Orders through the Fulfilled by Tik Tok (FBT) program are exempt from OTDR calculations.
OTDR for orders created during the evaluation period = On-time deliveries* / Orders to be delivered during the assessment period*For Tik Tok Shipping orders - including collection by Tik Tok and Upgraded Tik Tok Shipping orders, a 'Late Delivery' status will only apply if dispatch fails to occur within the dispatch SLA.
NOTE:
The SLA may vary depending on the order type (regular, made-to-order, backorder, custom handling, or pre-order).
To learn more about order types, please refer to our Custom Order Requirements.
Appeals Sellers bear responsibility for providing clear, verifiable, and original evidence.
Claims relying solely on documents that cannot be independently verified are less likely to be accepted.
OTDR enforcements can only be appealed in the scenarios listed below: Technical issues within Seller Center prevent a seller from dispatching an order on time.
Tik Tok Shop mistakenly classifies an order as a late delivery when it was delivered within the deliver-by SLA.
Carrier operational disruptions caused by events beyond the control of all parties (including but not limited to labor strikes, civil unrest, disputes, environmental disasters, and severe weather conditions.
Tik Tok Shop penalizes the same order ID for OTDR multiple times.
Carrier marks order(s) as lost To learn more about the On-Time Delivery Rate and appeal requirements, please refer to our On-Time Delivery Rate Requirements.
Seller-Fault Cancellation Rate (SFCR) Seller Requirement:
Sellers must maintain an SFCR of less than or equal to 2.5%.
SFCR represents the percentage of confirmed orders placed within the evaluation period that were cancelled due to the seller's fault.
Creator sample orders are NOT included in SFCR calculations.
NOTE:
Creator sample orders are NOT included in SFCR calculations.
Cancellation scenarios that are considered seller-fault include: Cancellations due to lack of inventory Cancellations due to inaccurate pricing Cancellations due to delayed shipment Cancellations due to product recalls Cancellations due to unpaid postage orders and counterfeit label issues Cancellations due to failure to Certificate of Authenticity (COA) for pre-owned luxury products To learn more about auto-cancellations, please refer to our Customer Order Cancellation, Return, and Refund Policy.
For additional information, please refer to our Seller-Fault Cancellation Rate Requirements.
Appeals Sellers bear responsibility for providing clear, verifiable, and original evidence.
Claims relying solely on documents that cannot be independently verified are less likely to be accepted.
SFCR enforcements can be appealed if they fall under these 2 scenarios: System error within Tik Tok Shop Platform (multiple enforcements for a single order ID, Seller Center system issue).
Uncontrollable LSP disruptions (force majeure, carrier system issues).
To learn more about SFCR and appeal requirements, please refer to our Seller-Fault Cancellation Rate Requirements.
Other Supplementary Performance Metrics Unshipped Order Rate The percentage of seller-shipped orders that have not been dispatched by the dispatch SLA.
These orders can negatively impact LDR and OTDR metrics.
To meet dispatch requirements, sellers must provide a valid tracking number on or before the dispatch SLA.
Out of Stock Cancellation Rate The percentage of orders canceled by the seller due to out-of-stock reasons.
These cancellations can negatively affect SFCR.
Sellers should ensure their listed inventory accurately reflects stock available in the warehouse, ready for picking, packing, and shipping.
Misrepresenting inventory levels can harm key performance metrics like SFCR.
Enforcement Actions and Appeals We regularly review shops for compliance with our policies.
If violations are identified, we will take enforcement actions on your shop.
This may include, but is not limited to: Deducting points from your Account Health Rating Removing product listings Revoking your access to offer products for sale Issuing order volume limits Issuing refunds to customers Account deactivation 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 for guidance.
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