The Shop Performance Score (SPS) is a 0-5 rating that measures how well you run your TikTok Shop based on six key metrics: product quality, return rates, cancellation rates, delivery speed, customer service satisfaction, and after-sales handling time. Your score is calculated frequently and tailored to your product category, and it directly controls which seller programs and promotions you can access.
Requirements
SPS is based on six metrics: Negative Review Rate, Non-Buyer Fault Return Rate, Seller Fault Cancellation Rate, On-Time Delivery Rate, IM Dissatisfaction Rate, and After-Sales Handling Time
Product satisfaction is evaluated over a 60-day period (recently updated from 90 days)
Sellers under 180 days old with fewer than 30 orders receive score protections to prevent unfair penalties during early growth
Access to features like Flash Deals unlocks at SPS ≥2.5, Affiliate Marketing at SPS ≥3.5, and Star Seller badges at SPS ≥4.0
Why it matters
Your SPS directly gates access to critical seller programs, promotions, and payment features—a low score can block your ability to run ads, access affiliate marketing, or unlock faster payment options.
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.
TikTok Shop sellers with access to the SPS Appeal feature (rolling out in phases, available to all sellers by end of March 2026)
TikTok Shop sellers can now appeal their Shop Performance Score (SPS) metrics directly through Seller Center if they believe a metric was affected by issues outside their control or errors they can prove aren't their responsibility. The appeal process is reviewed by TikTok within ~3 business days, and if approved, the metric is corrected within ~1 business day and your SPS score updates automatically.
Requirements
Access the SPS Appeal feature via Seller Center > Account Health > Shop Performance
Select the appeal metric, reason, and affected order(s) (up to 30 orders per ticket, single or multiple orders for same reason)
Upload supporting documentation and evidence to justify the appeal
Each order can be appealed up to 3 times for the same metric; after 3 unsuccessful appeals, no further appeals allowed
Why it matters
A strong SPS score directly impacts your shop visibility, buyer trust, and business success, so the ability to correct metrics caused by buyer mistakes, logistics problems, or system errors can help protect your shop health and competitiveness.
TikTok Shop sellers with a low IM (instant messaging) Dissatisfaction Rate score in their Shop Performance Score
You can appeal a low IM Dissatisfaction Rate metric by submitting a ticket through the Appeal Center. After you submit, you can check the status of your appeal using the Detail button, and TikTok will review it within 3-4 business days.
Requirements
Submit your appeal through the Appeal Center
Click the Detail button to check appeal status and review content
Allow 3-4 business days for TikTok to review your appeal
Each order can only be appealed 3 times for the same metric; after 3 failed attempts, that metric's appeal entry closes
Why it matters
Understanding the appeal process and its 3-attempt limit helps you manage your Shop Performance Score and avoid permanently losing the ability to dispute IM dissatisfaction metrics.
