Summary
SPS Appeal guide restructured from detailed linear documentation into condensed AI Summary + topic outline format. Core appeal procedures (3-4 business day review, 3 appeals per metric per order, up to 30 orders per ticket) remain unchanged.
Why it matters
Presentation-only change. No new appeal requirements, deadlines, or restrictions introduced. Sellers' appeal workflows and eligibility unchanged. Navigation simplified but substantive policy preserved.
Recommended action
Review updated page structure for internal reference updates only. No policy compliance action required; appeal terms and timelines remain identical.
No new content was added in this update.
How to Appeal Your Shop Performance Score (SPS) 05/13/2026 Shop Health Tik Tok Account Health Overview
The Shop Performance Score (SPS) Appeal feature allows sellers to directly submit appeals for SPS-related metrics in Seller Center.
If you believe a metric was impacted by an issue outside of your control—or you have evidence to prove the responsibility is not yours—you can now start an appeal directly in Seller Center without help from the support team.
The appeal process follows a full review loop: Seller submits appeal > Tik Tok moderation reviews (~3 business days) > Metric is corrected (if approved, ~1 business day) > SPS score updates automatically.
Why Does the SPS Appeal Feature Matter?
SPS plays an important role in shop visibility, buyer trust, and driving overall business success. That's why maintaining a strong SPS score is such a big deal. However, we know that sometimes SPS drops are caused by issues unrelated to the seller—such as buyer mistakes, logistics problems, or system errors. The new SPS Appeal feature allows sellers to take action directly to address SPS metrics that they believe are incorrect. Where can I check if the SPS Appeal feature is available for me?
If the SPS Appeal feature is available for you, you will find it by logging in to Seller Center > Account Health > Shop Performance. Take note that this feature is being rolled out in phases, and will be available to all sellers by end of March 2026. Three ways to access the SPS Appeal feature:
Entry Points 1 & 2:
Shop Performance Score (SPS) Main Page
Appeal Center button in the top right corner Submit an Appeal Ticket button at the bottom of the page Entry Point 3: SPS Diagnosis Page
Appeal Orders button at the top of the order list page Submit a new appeal ticket or check on your appeal status Once you've clicked into the Appeal Center, you will find a list of submitted orders and appeal tickets on the main page. How to submit a new appeal ticket:
Click 'Submit new appeal' in the top right corner Select the appeal metrics
Affects: Seller
Please note, it can be a single order or multiple orders for the same reason. There can be up to 30 orders in one ticket. Fill out the appeal information and upload the evidence for appeal
How do I select appeal reasons and what materials do I need to upload?
Please choose the correct appeal reason and make sure all supporting materials are accurate and complete before submitting. Each order can be appealed up to 3 times for the same metric. If all three appeals are unsuccessful, the appeal option for that metric on that order will close, and no further appeals can be submitted. To improve your chances of approval, review your documentation carefully before submitting. Product Non-Buyer Fault Return & Refund Rate (NBFR)
