TikTok Shop measures how often you cancel orders due to your own operational issues—things like stock problems, shipping delays, or fulfillment errors. You must keep this cancellation rate at 2.5% or lower, as high rates signal quality problems that hurt your seller performance.
Requirements
Maintain a Seller-Fault Cancellation Rate (SFCR) of 2.5% or less
Monitor your SFCR on the Fulfillment Performance page or Metric diagnostic tool in Seller Center
Comply with both this rule and TikTok's Fulfillment Policy
Cancellations counted are only those caused by seller issues, not customer-initiated cancellations
Why it matters
A high seller-fault cancellation rate can damage your reputation and may result in account restrictions or removal from TikTok Shop, as it demonstrates fulfillment quality problems.
TikTok Shop tracks how often you cancel orders due to your own issues—like running out of stock or shipping delays. This Seller-Fault Cancellation Rate (SFCR) metric measures the quality of your fulfillment and shipping performance. Maintaining a low cancellation rate is required to stay compliant with TikTok Shop's standards.
Requirements
Comply with SFCR requirements as outlined in this document
Comply with the Fulfillment Policy (both documents apply together)
Keep your seller-fault cancellation rate low to demonstrate fulfillment quality
Understand that high cancellation rates indicate fulfillment or shipping problems
Why it matters
A high seller-fault cancellation rate can result in account penalties, loss of selling privileges, or suspension from TikTok Shop.
Your Seller-Fault Cancellation Rate (SFCR) is calculated by dividing the number of cancellations your fault caused by your total orders, then multiplying by 100 to get a percentage. For example, 10 cancellations out of 200 total orders equals a 5% SFCR. If TikTok enforces a violation against you for a high SFCR, you have limited appeal rights to contest the decision.
Requirements
SFCR is calculated as: (seller-fault cancellations ÷ total orders) × 100
Each SFCR enforcement can be appealed a maximum of twice
Initial appeal must be submitted within 30 days of the enforcement message
Second appeal must be submitted within 15 days of the first appeal rejection
Why it matters
Understanding your SFCR calculation helps you monitor order performance, and knowing appeal deadlines prevents you from losing your opportunity to contest TikTok's enforcement decisions.
TikTok Shop sellers who receive a seller-fault cancellation rate enforcement action
You can challenge a seller-fault cancellation rate (SFCR) enforcement up to two times through an appeals process. Your first appeal must be filed within 30 days of receiving the enforcement notice, and if that fails, you have 15 days from the rejection to submit a second and final appeal.
Requirements
You get maximum two appeals per SFCR enforcement
First appeal deadline: 30 days from enforcement message
Second appeal deadline: 15 days after first appeal rejection
After two unsuccessful appeals, the enforcement stands
Why it matters
Missing appeal deadlines means you lose the chance to overturn the enforcement, which can negatively impact your seller rating and account standing on the platform.
TikTok Shop sellers who have received a seller-fault cancellation rate (SFCR) enforcement penalty
When TikTok Shop penalizes you for canceling too many orders yourself (seller-fault cancellations), you can appeal the enforcement if the cancellation falls into specific accepted scenarios like customer-requested cancellations, platform technical issues, or logistics disruptions. You get two chances to appeal, but you must submit your first appeal within 30 days of receiving the enforcement notice.
Requirements
First appeal must be submitted within 30 days of the enforcement message
Second appeal (if first is rejected) must be submitted within 15 days of the rejection
Appeals are only accepted if the cancellation was due to: customer issues (invalid info or cancellation request), pre-dispatch auto-cancellation, logistics force majeure, TikTok platform technical issues, seller ERP/ISV system errors, or more than 30 test orders
You cannot appeal more than twice per enforcement
Why it matters
Missing appeal deadlines or appealing cancellations outside the accepted scenarios will result in upheld penalties that can hurt your seller rating and account standing.
TikTok Shop sellers with high seller-fault cancellation rates who want to appeal against account penalties
If your cancellation rate is too high, you can appeal by providing evidence that the cancellation was not your fault. You'll need to submit different types of documentation depending on whether the issue was caused by the customer, a shipping delay before the cancellation deadline, a carrier/warehouse problem, or a TikTok platform glitch.
Requirements
For customer-caused cancellations: Submit screenshots showing customer requested cancellation or didn't respond in time, with order ID visible
For orders shipped before auto-cancellation deadline:
Provide Seller Center SLA screenshot and carrier tracking proof that "Package Awaiting Pickup" timestamp was earlier than the SLA
For carrier/warehouse liability: Submit official carrier document with vendor name, impact period, order count, and tracking IDs, OR carrier communication screenshots, OR official statement with verifiable link
For platform technical issues:
Provide screenshot of the system error with date and evidence the issue persisted past the cancellation deadline
Why it matters
Strong appeals with proper documentation can help reduce your cancellation rate score and avoid account restrictions or penalties from TikTok Shop.
Who this applies to
TikTok Shop sellers who have a high seller-fault cancellation rate and are required to provide documentation to explain the cancellations.
When you cancel orders due to seller fault, TikTok requires you to submit documentation proving why the cancellations happened. This includes evidence of system errors (like screenshots of error messages) and supporting documents from your vendor if the issue was their fault, along with details about test orders if applicable.
Requirements
Include order ID, placement date, customer name, and reason for cancellation for each order
Limit test orders to a maximum of 30 orders
Provide screenshots of system error messages with matching error dates
Submit official vendor documentation (with company names, impact period, order count, and vendor seal) if errors came from your ERP or ISV system
Why it matters
Failing to provide complete documentation or exceeding the test order limit could result in account violations, penalties, or suspension due to high cancellation rates.
TikTok Shop sellers with high seller-fault cancellation rates
If your seller-fault cancellation rate violates TikTok Shop's standards, TikTok can penalize your account through a range of enforcement actions. These penalties can range from minor (Account Health Rating point deductions) to severe (losing your ability to sell on the platform).
Requirements
Potential enforcement actions include:
Deducting points from your Account Health Rating
Removing your product listings
Revoking your access to offer products for sale
Issuing refunds to customers
Test orders submitted must not exceed 30 orders
Why it matters
High seller-fault cancellation rates can result in loss of selling privileges and account restrictions that harm your ability to do business on TikTok Shop.
TikTok Shop sellers should regularly monitor their Seller-Fault Cancellation Rate (SFCR)—a metric that tracks how often you cancel orders on your own terms. You can view your SFCR performance over the past 7 days and 30 days in your Seller Center's Account Health section to identify cancellation patterns and take corrective action.
Requirements
Check your 7-day and 30-day SFCR metrics in Seller Center under Account Health
Monitor your Shop Performance Score (SPS) Fulfillment Performance page regularly
Use this data to identify trends and implement best practices to reduce cancellations
Why it matters
A high seller-fault cancellation rate can damage your shop's performance reputation and may negatively impact your visibility and eligibility on the platform.
TikTok Shop provides two views of your seller-fault cancellation rate (SFCR): a 30-day snapshot on your Shop Performance Score page and a 7-day view on your Fulfillment Performance page. You can find both metrics by going to Account Health > Shop Performance Score in your Seller Center.
Requirements
Access 30-day SFCR on Shop Performance Score page
Access 7-day SFCR on Fulfillment Performance page
Navigate to Account Health section in Seller Center to view metrics
Why it matters
Monitoring your cancellation rate helps you identify fulfillment issues early and track whether your improvements are working.
TikTok Shop measures your seller performance using a Shop Performance Score (SPS), which includes your Seller-Fault Cancellation Rate (SFCR) calculated over both 7-day and 30-day periods. You can view and track this metric in Seller Center to identify areas for improvement in your fulfillment and logistics operations.
Requirements
Access your SPS by clicking Account health > Shop Performance Score in Seller Center
View 7-day and 30-day SFCR metrics on the Fulfillment Performance page
Use the Metric diagnosis tool under Fulfillment & logistics to analyze performance
Check the Orders > Fulfillment Performance tab for detailed fulfillment data
Why it matters
Monitoring and improving your SFCR directly impacts your Shop Performance Score, which affects your seller visibility, ranking, and ability to succeed on the platform.
TikTok Shop sellers who want to monitor and improve their cancellation performance
TikTok Shop sellers can track and improve their Seller-Fault Cancellation Rate (SFCR) by accessing the Shop Performance Score page in Seller Center. The platform provides both 30-day and 7-day SFCR data, along with a diagnostic tool to identify and fix performance issues in fulfillment and logistics.
Requirements
Access Shop Performance Score from Account Health in Seller Center
Review 30-day and 7-day SFCR metrics on the Fulfillment Performance page
Use the Metric diagnosis tool in the Fulfillment & logistics section to analyze performance issues
Click on Orders and the Fulfillment Performance tab to view detailed data
Why it matters
A lower SFCR improves your overall shop performance score, which can positively impact your shop's visibility and success on the platform.
TikTok Shop sellers should maintain accurate inventory levels and avoid cancelling orders due to stock shortages or delays. To monitor your seller-fault cancellation rate, you can access the Fulfillment Performance tool in Seller Center under Account Health > Shop Performance Score, where you'll find diagnostic tools to track and improve this metric.
Requirements
Maintain accurate inventory levels without inflating stock quantities
Avoid seller-fault cancellations caused by stock shortages or delays
Access and monitor your Fulfillment Performance metrics regularly via Seller Center
Use the Metric diagnosis tool to analyze and improve your seller-fault cancellation rate
Why it matters
Your seller-fault cancellation rate directly impacts your Shop Performance Score, which affects your shop's visibility and trustworthiness on the platform.
TikTok Shop sellers who want to improve or maintain a low seller-fault cancellation rate
Your seller-fault cancellation rate (SFCR) measures how often you cancel orders after they're placed. TikTok has identified specific practices that reduce unfair cancellations and improve your shop's performance score. Following these best practices helps you avoid penalties and build buyer trust.
Requirements
Keep accurate inventory levels and don't overstate stock availability
Set correct prices to avoid cancellations from pricing errors
Maintain compliant product listings and upload required documentation on time
Use FBT (Fulfilled by TikTok) if eligible—these orders don't count toward your SFCR
Use fulfillment tools (Backorder, Custom Handling Time, Order Handling Capacity) to extend processing time when needed and prevent order surges
Why it matters
A high SFCR damages your shop's credibility, may trigger account penalties, and causes customers to lose trust and shop elsewhere.
To reduce seller-fault cancellations, you need to keep accurate inventory levels, set realistic prices, and maintain compliant product listings. TikTok offers several tools and programs to help you manage fulfillment timelines and prevent order cancellations caused by stock issues or shipping delays.
Requirements
Maintain accurate inventory—don't overstate stock levels
Keep product prices consistent with listings to avoid price-related cancellations
Use fulfillment tools: Backorder (3-15 day extension), Custom Handling Time (up to 7 business days), or Order Handling Capacity (set daily order limits)
Ensure product listings comply with requirements and upload documentation to Qualification Center
Consider using Fulfilled by TikTok (FBT) program, which exempts orders from seller-fault cancellation rate calculations
Why it matters
A high seller-fault cancellation rate can harm your shop's reputation, lower visibility, and impact your account standing on TikTok Shop.
