Summary
Late Dispatch Rate policy restructured into modular Q&A and checklist format. Core LDR thresholds (≤4% target, >10% triggers enforcement), appeal windows (30/15 days), and evidence requirements remain unchanged.
Why it matters
Page reorganization improves clarity on appeal grounds, evidence checklists, and SLA calculation. No new requirements or deadlines introduced. Navigation improvements aid sellers managing dispatch compliance and appeals.
Recommended action
Review new FAQ format to confirm your appeal strategy and evidence requirements align with restructured guidance. No operational changes required at this stage.
Appeals and evidence Each LDR enforcement can be appealed twice.
If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of the initial appeal rejection.
Use the appeal option on the violation ticket, download the flagged orders, and prepare evidence for each order flagged as late dispatch.
What if I cannot dispatch due to unexpected events?
What this metric matters Why it matters How it is calculated Regular: within 2 business days from the order date; status marked In Transit.
Made-to-Order, Backorder, Custom Handling: within the handling time set by the seller, plus 1 business day; status marked In Transit.
Appeals and evidence Each LDR enforcement can be appealed twice.
If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of the initial appeal rejection.
Use the appeal option on the violation ticket, download the flagged orders, and prepare evidence for each order flagged as late dispatch.
What if I cannot dispatch due to unexpected events?
Late Dispatch Rate Requirements 04/06/2026 Fulfillment Manage Orders Key Points: The Late Dispatch Rate metric is used to assess how efficiently sellers dispatch orders.
Seller Requirement:
Sellers are recommended to maintain an LDR of less than or equal to 4%.
If sellers' Late Dispatch Rate is greater than 10%, enforcement actions may be applied.
Affects: Seller
Pre-Order:
within 2 business days after the Pre-Order closure date; status marked In Transit.
What counts against you What does not count (exceptions) Fulfilled by Tik Tok (FBT) orders: exempt, because Tik Tok Shop handles the end-to-end logistics.
Tik Tok Shipping orders:
not exempt; they are still included because you remain responsible for handling dispatch.
Widespread disruptions: the standard SLAs may be temporarily extended, sometimes only for specific regions, and Tik Tok Shop cannot always notify sellers, so check the current SLA on your orders.
Enforcement:
what happens if you miss the requirement Account Health Rating (AHR) point deductions.
Order volume limits.
Extended settlement periods.
How to monitor it in Seller Center How to improve Closely monitor order status in Seller Center and regularly check the dispatch SLA and delivery SLA for each order.
Work from Manage Orders, To Ship tab; click into each order to review its deadlines.
Remember that your dispatch responsibility does not end at hand-off; make sure orders receive the carrier acceptance scan within 2 business days.
Use Seller Center tools when you need more time: Holiday Mode, the Order Handling Capacity Tool, the Custom Handling Time feature, and the Backorder feature.
Consider joining upgraded Tik Tok Shipping or Fulfilled by Tik Tok (FBT), which provide shipping and delivery guarantees.
Orders scanned on time: Order Details and Tracking Results screenshots showing the scan before the "Late Dispatch After" deadline (at least 5 orders if more than 5 are affected; order numbers must match the ticket).
Logistics Service Provider liability:
an official provider document or communication acknowledging the delay, with company name, impact period, reason, affected order count, tracking numbers, and seal or signature; or the provider's official statement with a verifiable link.
Uncontrollable events: your shipping warehouse provider name and address plus official announcements, tracking screenshots, or the provider's official statement covering the dates and areas affected.
Tik Tok Shop technical issues: a timestamped error screenshot, communication where Tik Tok Shop acknowledges the issue, or Tik Tok Shop's official statement with a verifiable link.
ERP or ISV system issues: a timestamped error screenshot, or an official provider document acknowledging the issue with company name, impact period, reason, affected order count, tracking numbers, and seal or signature.
Customer-related delays: chat or email showing non-response or a delay request, or screenshots of invalid or wrong customer address or contact details; order IDs must match the violation record.
What is considered a late dispatch?
From January 26, 2026, regular orders must be marked In Transit within 2 business days of Awaiting Shipment; if the carrier did not scan the order in the dispatch SLA, it is late.
SLAs vary by order type (Regular, Made-to-Order or Backorder or Custom Handling, Pre-Order).
What is the difference between LDR and OTDR?
LDR measures how consistently you meet your dispatch SLA; OTDR assesses whether orders are delivered within the expected timeframe.
What if I believe my LDR is inaccurate?
Does LDR affect my AHR or SPS?
LDR does not directly impact SPS, but a high LDR can indirectly affect SPS through OTDR.
Are Tik Tok Shipping orders exempt?
No; only FBT orders are exempt, because Tik Tok Shop handles the end-to-end logistics.
Check the latest SLA on Manage Orders To Ship, and if enforced for delays beyond your control, appeal with the carrier delay notice, proof of attempted pick-up or drop-off, and impacted order IDs.
What this metric matters Why it matters How it is calculated What counts against you What does not count (exceptions) Enforcement: what happens if you miss the requirement How to monitor it in Seller Center How to improve Appeals and evidence
You can check Late Dispatch Rate performance on your Fulfillment Performance page in Seller Center.
This document outlines the Late Dispatch Rate (LDR) requirements on Tik Tok Shop.
LDR compliance is also subject to our Fulfillment Policy.
Sellers must comply with both this document and the Fulfillment Policy when fulfilling orders on Tik Tok Shop.
Late Dispatch Rate Late Dispatch Rate (LDR) represents the percentage of dispatched orders that were not scanned by carriers within the required dispatch SLA.
To meet your dispatch SLA, you must ensure your orders are picked up and scanned by carriers within 2 business days so that the order status changes to In Transit.
Per our Fulfillment Policy, 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.
How Late Dispatch Rate Impacts Your Shop LDR is one of the core four metrics used to evaluate a shop's fulfillment performance and shop health.
The four core performance metrics, based on Tik Tok Shop's Fulfillment Policy, are: Valid Tracking Rate (VTR)Late Dispatch Rate (LDR)On-Time Delivery Rate (OTDR)Seller-Fault Cancellation Rate (SFCR)Maintaining a low LDR is a critical part of meeting customer expectations for order fulfillment timeliness.
By meeting the dispatch SLA, orders are set up to not only meet platform policy requirements, but also customer experience expectations.
Late Dispatch Rate Violations When a shop's LDR does not meet the SLA requirements in the Fulfillment Policy requirement of less than or equal to 10%, enforcement actions will be taken.
Under the Seller Enforcement Policy, these violations can include, but are not limited to, Account Health Rating (AHR) point deductions, order volume limits, or extended settlement periods.
Additionally, the more LDR violations a shop gets, the more strict the enforcement actions imposed will become.
How Late Dispatch Rate Is Calculated Late Dispatch Rate for orders created during the evaluation period = Number of non-Fulfilled by Tik Tok (FBT) orders dispatched later than the dispatch SLA / Number of non-Fulfilled by Tik Tok (FBT) orders dispatched later than the dispatch SLA / Total number of orders that should have been dispatched within the dispatch SLA (including FBT orders).
Example Total number of orders dispatched by the shop within the dispatch SLA in the evaluation period (including FBT orders) = 200Out of the above, the total number of non-FBT orders dispatched later than the dispatch SLA = 25They would then use the formula above to calculate:25 / 200 = 0.1250.125 x 100 = 12.5Late Dispatch Rate = 12.5%Late Dispatch Rate Appeals If you believe your LDR was not calculated correctly or reflects the wrong information, you can request an appeal.
Appeal Scenarios For LDR violations, Tik Tok Shop will only consider appeals for these reasons: Orders were scanned by carriers on time: The carrier scanned the order within the dispatch timeframe, but Seller Center did not record it.
Logistics Service Provider liability:
You used Seller Shipping.
The order was late because: The warehouse was slow to dispatch the order The carrier was slow to do the first scan Uncontrollable events: Orders were late because of events you could not prevent, such as: Public emergencies Natural disasters Unexpected logistics disruptions Tik Tok Shop technical issues: Order status updates were late because of Seller Center issues, including but not limited to: Wrong dispatch deadlines shown in Seller Center Order statuses not synced to Seller Center Enterprise retail platform (ERP) or Independent service vendor (ISV) system issues: Order status was not updated on time because of problems with your system provider (for sellers using MCF, Shopify, Rithum, etc.).
Customer-related delays: Orders were late because of customer requests or wrong customer information, such as: Wrong customer information Customer asking for delayed shipment Not being able to contact the customer Appeal Requirements Before you appeal, check which orders were marked as late dispatch.
Provide the right documents for your appeal reason.
The timestamp or date stated in the supporting documents must match when your orders were affected.
Appeal Reason:
Orders were scanned by carriers on time You must provide all of these supporting documents: At least one screenshot of the Order Details page and Tracking Results of the affected order.
Dates of these order statuses must be clearly visible: Time Created Date of "Late Dispatch After"Order packed and ready for dropoff at carrier's facility Notes: Date of carrier scan must be earlier than the dispatch deadline stated in "Late Dispatch After".
If you have more than 5 affected orders, show screenshots for at least 5 orders The order numbers in your screenshots must match the order numbers on the violation ticket Appeal Reason: Logistics Service Provider liability Provide one of these supporting documents: An official document or screenshot from the logistics service provider is required.
The logistics service provider must acknowledge the issue and take responsibility for the delay in the document.
It must clearly show: Company name of the logistics service provider Impact period Reason for the delay Number of affected orders Tracking numbers of affected orders Seal or signature of the logistics service provider Screenshots of your communication with the logistics service provider.
It must show that you actively reported the problem to them.
The logistics provider must acknowledge the issue and take responsibility for the delay in their response.
It must clearly show: Company name of the logistics provider Impact period Reason for the delay Timestamps of conversation records A screenshot of the official statement issued by the service provider with a publicly accessible link to the statement for verification.
It must clearly show: Company name of the logistics provider Impact period Reason for the delay Appeal Reason: Uncontrollable event Provide the name and address of your shipping warehouse provider and one of these supporting documents: Official announcements (weather warnings, government notices, strike statements) showing dates and affected areas.
The announcement must cover when and where your orders were affected Screenshots of shipment tracking showing where logistics were delayed by uncontrollable factors A statement from the logistics provider's official channel about the problem with a publicly accessible link to the statement for verification Appeal Reason: Tik Tok Shop technical issues Provide one of these supporting documents: A screenshot of system error message with a timestamp or date Screenshots of your communication with the Tik Tok Shop.
It must show that you actively reported the problem to us.
Tik Tok Shop must acknowledge the issue and take responsibility for the delay in our response.
It must clearly show: Name of customer representative from Tik Tok Shop Impact period Reason for the delay Timestamps of conversation records A screenshot of the official statement issued by Tik Tok Shop with a publicly accessible link to the statement for verification.
It must clearly show: Statement was issued by Tik Tok Shop Impact period Reason for the delay Appeal Reason: ERP or ISV technical issues Provide one of these supporting documents: A screenshot of system error message with timestamp or date An official document or screenshot from the platform service provider is required.
The platform service provider must acknowledge the issue and take responsibility for the delay in the document.
It must clearly show: Company name of the platform service provider Impact period Reason for the delay Number of affected orders Tracking numbers of affected orders Seal or signature of the platform service provider Appeal Reason: Customer-related delays Provide one of these supporting documents: Screenshots of chat or email with the customer showing they were not responding or asked for delay.
A screenshot showing invalid customer address or contact details and a screenshot showing the address cannot be found or that the content information is invalid.
A screenshot showing wrong customer address or contact details that caused delivery to fail.
Note:
These screenshots must include order IDs that match those in the violation record.
During widespread disruptions, the standard Service Level Agreements (SLA) in our Fulfillment Policy may be temporarily extended.
Tik Tok Shop is unable to notify sellers in all instances, especially when extensions are localized to specific regions.
You can check SLA extensions for your orders by following these steps: Step 1: See the latest SLA for your order(s): Go to the Manage Orders page in Seller Center.
Click on the To Ship tab.
The dispatch deadline for each order is in the Shipping Method column.
Alternatively, select an Order ID to view the Order Details.
The dispatch SLA, auto-cancellation SLA, and deliver-by SLA should be visible.
Step 2:
If you receive an enforcement action for orders delayed due to circumstances beyond your control, please submit an appeal.
You may be asked to include documentation that includes but is not limited to: your carrier or logistics service provider's delay notice (with the name, warehouse address, and impact period)proof of an attempted pick-up and/or drop-off, the impacted order IDs with an enforcement action🔎 View steps to submit an appeal through your Account Health Rating page here.
You may also submit an appeal for violations, related to impacted orders, through the Shop Performance Score page.
🔎 Refer to our guide on How to Appeal Your Shop Performance Score (SPS) for detailed steps.
Orders that have not been impacted must follow the standard Fulfillment SLA in our Fulfillment Policy.
Become a Policy Pro!
Check out our Late Dispatch Rate Best Practices and FAQs for tips to improve your LDR.
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