Summary
Restructured 24-hour response rate guidance into FAQ format with clarified examples on Holiday Mode, weekend messaging, automated replies, and platform support transfers—no new substantive requirements added.
Why it matters
Sellers benefit from clearer documentation of existing rules (90% threshold, enforcement thresholds), but this is purely presentational reorganization of pre-existing policy. No new compliance obligations are introduced by this change.
Recommended action
Review the restructured FAQ section to confirm your team understands existing Holiday Mode, weekend, and transfer rules. No immediate policy compliance changes required—this is documentation clarification only.
These messages will NOT count towards your 24-Hour Response Rate if your shop is in "Holiday Mode" during weekends and holidays.
However, they WILL count if your shop is not in "Holiday Mode" during these days. This metric applies to all customer-initiated chats you receive from Monday through Sunday, regardless of weekends, holidays, and your business/working hours.
If the Chatbot is turned on, sellers must respond to any messages sent over the weekend (Saturday 12AM – Sunday 11:59PM local time) by 12PM local time on Monday.
No, automated replies are not counted in your 24-Hour Response Rate. That is not to say they are not helpful! They are very useful in quickly addressing frequently asked questions, which in turn reduces the number of messages that actually require your attention.
For example, if a customer has been waiting for 8 hours and decides to transfer to platform support, this conversation will be excluded from your 24-Hour Response Rate calculation.
It will not be counted in the denominator (chats requiring a response) or the numerator (chats responded to in 24 hours).
In short: This will not negatively affect your metric.
❌ If a customer transfers to Tik Tok Shop support chat AFTER 24 hours: If a customer has been waiting for more than 24 hours without a reply from you and then decides to transfer, this conversation will negatively impact your 24-Hour Response Rate. It will be counted in the denominator but not in the numerator, lowering your overall rate. In short: This will count the same as any other non-response within 24 hours.
If a customer has been waiting for more than 24 hours without a reply from you and then decides to transfer, this conversation will negatively impact your 24-Hour Response Rate.
It will be counted in the denominator but not in the numerator, lowering your overall rate.
In short: This will count the same as any other non-response within 24 hours.
What is the 24-Hour Response Rate?
What's included in the 24-hour Response Rate?
No content was removed in this update.
Affects: Seller