UpdatedTikTok Shop: Non-Buyer Fault Return Rate (NBFR) and Shop Performance Score

Exceptions for Non-Buyer Fault Return and Refund Rate

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Change summary

Summary

TikTok Shipping (non-FBT) now excluded from NBFR only for 'package not received' cases. Added explicit seller best practices for product condition and descriptions. Clarified calculation methodology.

Why it matters

Sellers using TikTok Shipping can no longer claim NBFR exclusion for other logistics issues (delays, damage in transit). This narrows exemptions and increases accountability for fulfillment quality. Higher NBFR impact seller metrics and shop performance scores.

Recommended action

Audit TikTok Shipping return claims and NBFR calculations. Implement protective packaging standards and review product descriptions for accuracy. Monitor shop performance score impact monthly.

What changed

What was added

Orders using Tik Tok Shipping providers are excluded only when the logistics issue is 'package not received'

How Non-Buyer Fault Return and Refund Rate is Calculated
(3 ÷ 10) = .3
.3 x 10 = 30

What was removed

Please note: Tik Tok Shop reserves the right to update this responsibility assignment at any time to reflect changes in our services or operational processes.

At a glance

Commerce

Affects: Seller, Listing