All TikTok Shop sellers managing order fulfillment
TikTok Shop measures your Late Dispatch Rate (LDR) by tracking whether you hand off orders to carriers and get them scanned as "In Transit" within your dispatch deadline. Your dispatch responsibility continues until the carrier accepts the package, which must happen within 2 business days for most orders. Monitoring your orders regularly and using available tools helps you meet these deadlines and avoid LDR violations.
Requirements
Regular orders must be marked "In Transit" by the carrier within 2 business days from order date
Made-to-Order, Backorder, and Custom Handling orders must be marked "In Transit" within your set handling time + 1 business day
Pre-Orders must be marked "In Transit" within 2 business days after Pre-Order closure date
You must monitor order status in Seller Center regularly and track carrier acceptance scans within 2 business days of handoff
Why it matters
A high Late Dispatch Rate can result in policy violations and penalties; monitoring and meeting dispatch deadlines helps maintain shop performance and avoid enforcement action.
All TikTok Shop sellers who dispatch orders themselves (non-Fulfilled by TikTok orders)
Late Dispatch Rate (LDR) measures the percentage of orders that your carriers don't pick up and scan within 2 business days of you dispatching them. TikTok uses this metric to evaluate how quickly you're getting orders shipped out. If your LDR is too high, you face account penalties like reduced order limits or delayed payments.
Requirements
Aim to keep LDR at 4% or lower (recommended)
Orders must be picked up and scanned by carriers within 2 business days
If LDR exceeds 10%, enforcement actions will be applied
LDR is one of four core metrics evaluating your shop's overall health and fulfillment performance
Why it matters
A high LDR damages your account health rating, can trigger order volume limits, and may delay your settlements—directly impacting your ability to sell and earn on the platform.
NBFR measures the percentage of delivered orders that were returned or refunded because of problems caused by you or your logistics carrier, not the customer. This metric is tracked over the last 60 days and directly affects your overall Shop Performance Score on TikTok Shop.
Requirements
Track return and refund requests caused by seller or logistics carrier fault over the past 60 days
Comply with the Fulfillment Policy and Order Cancellation, Return, and Refund Policy
Monitor your NBFR performance on your Shop Performance Score page in Seller Center
NBFR is included in your overall Shop Performance Score alongside product satisfaction, logistics, and customer service metrics
Why it matters
A high NBFR rate directly lowers your Shop Performance Score, which can impact your shop's visibility, eligibility for features, and overall success on the platform.
Your shop's NBFR (Non-Buyer Fault Return and Refund Rate) measures the percentage of delivered orders returned or refunded due to your mistakes or your carrier's failures over the past 60 days. This metric is tracked and displayed in your Shop Performance Score (SPS), which TikTok uses to evaluate overall shop health alongside other factors like product quality, shipping, and customer service.
Requirements
NBFR tracks returns/refunds caused by seller or logistics carrier fault only
The metric evaluates the most recent 60 days of delivered orders
Your NBFR score appears in your Shop Performance Score (SPS) dashboard in Seller Center
Use NBFR data to identify operational gaps in your shop or logistics partnerships
Why it matters
A high NBFR rate signals product quality or fulfillment problems that can harm your shop's overall performance score and buyer trust, making it critical to monitor and minimize returns caused by your actions.
TikTok Shop tracks return and refund rates for issues that are not the buyer's fault—like defective products, damage, misrepresentation, undelivered orders, or late arrivals. This Non-Buyer Fault Return Rate (NBFR) metric shows customer satisfaction and helps you spot operational or logistics problems in your shop.
Your NBFR score appears on your Shop Performance Score page and affects buyer trust and shop visibility—lowering your NBFR is critical to maintaining a healthy shop rating.
TikTok Shop sellers, particularly those using Fulfilled by TikTok (FBT) program
Certain types of returns and refunds don't count against your Non-Buyer Fault Return Rate (NBFR) score. These exceptions cover situations where the seller isn't responsible—like damage, misrepresentation, delivery failures, or logistics issues with FBT orders.
Requirements
Returns/refunds excluded from NBFR penalty:
Logistics issues with FBT orders
Orders canceled before delivery (by seller or customer)
Damaged products
Products not matching description
Orders marked delivered but not received
Delayed deliveries
Why it matters
Understanding these exceptions helps protect your shop performance score and NBFR rating, which directly affects your visibility and ability to sell on TikTok Shop.
Your Non-Buyer Fault Return Rate (NBFR) is calculated by dividing the number of non-buyer fault returns by your total returns, then multiplying by 100 to get a percentage. A high NBFR—where customers return items for reasons unrelated to product quality or seller error—can negatively impact your shop's performance and standing on TikTok Shop.
Requirements
NBFR is calculated as: (non-buyer fault returns ÷ total returns) × 100 = NBFR percentage
Logistics issues for Fulfilled by TikTok (FBT) orders are excluded from NBFR calculations
Canceled orders (before delivery) initiated by either seller or customer are excluded from NBFR
TikTok reserves the right to change which return types are excluded or how responsibility is assigned
Why it matters
A high NBFR damages your shop performance score, which can reduce visibility, limit selling privileges, or trigger account review by TikTok.
Your Non-Buyer Fault Return Rate (NBFR) is a metric that measures the percentage of orders returned or refunded for reasons not caused by you as the seller. A high NBFR can lower your Shop Performance Score (SPS), which hurts your product visibility and benefits eligibility, while a low NBFR improves both.
Requirements
NBFR is calculated as: (number of non-buyer fault returns/refunds) ÷ (total orders) × 100 = your NBFR percentage
A high NBFR reduces your SPS and eligibility for SPS benefits
A low NBFR improves your SPS and eligibility for SPS benefits
Why it matters
Your NBFR directly impacts your Shop Performance Score, which determines your product visibility and access to seller benefits—managing returns is critical to your shop's success on the platform.
All TikTok Shop sellers (except those using Fulfilled by TikTok or Express Shipping)
You must deliver at least 80% of your orders by their assigned "deliver-by" date to maintain shop health. The deliver-by date is calculated in business days only—weekends and federal holidays don't count. If your On-Time Delivery Rate (OTDR) drops below 80%, TikTok will enforce penalties against your account.
Requirements
Maintain an OTDR of 80% or higher
Deliver-by dates are measured in business days only (weekends and federal holidays excluded)
Violations below 80% trigger enforcement actions including Account Health Rating deductions, order limits, or extended settlement periods
Violations can be appealed within 90 days before removal from your account record
Why it matters
Your OTDR directly impacts your Shop Performance Score and shop health rating, which affects your ability to sell; repeated violations result in increasingly strict penalties including order volume restrictions and payment delays.
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.
