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.
All TikTok Shop sellers who have delivered at least 30 orders in the past 90 calendar days
Shop Performance Score (SPS) is a 0-5 rating system that measures how well you're serving customers across product quality, shipping speed, and customer service. Your score becomes visible after you deliver at least 30 orders in 90 days, and it directly affects your access to growth tools like affiliate marketing and promotional campaigns. The system uses recent order data more heavily than older orders, so improvements show results quickly.
Requirements
Maintain a score of 3.5 or higher to access affiliate marketing and campaigns. Scores below 3.0 result in loss of these benefits. Your score is based on product satisfaction (negative review rate), fulfillment and logistics performance, and customer service responsiveness. Orders from the last 15 days count at full weight; older orders count less (70% weight at 16-30 days, declining further over time).
Why it matters
Your SPS directly controls visibility, shop benefits, and access to key growth tools—a lower score can lock you out of affiliate programs and campaigns, limiting your earning potential and reach.
Your Shop Performance Score (SPS) is calculated across three main areas: how you handle returns and refunds, how well you fulfill and ship orders, and how you respond to customer service requests. Each area measures specific metrics over the past 30 to 60 days, and your performance in each metric gets a score from 0 to 5 based on category benchmarks.
Requirements
Negative Review Rate: Only initial reviews count, not edits or updates. Non-Buyer Fault Return Rate: Percentage of delivered orders in the last 60 days with refunds or returns due to seller or logistics problems. Seller Fault Cancellation Rate: Percentage of orders canceled in the past 30 days due to seller issues like stockouts or late shipping (excludes FBT). On-Time Delivery Rate: Percentage of orders delivered by their promised date in the last 30 days (excludes FBT and Express Shipping). IM Dissatisfaction Rate: Percentage of chat conversations in the past 60 days rated 1-2 stars by customers (excludes Chatbot and FAQ). After-Sales Handling Time: Average time to approve and inspect returns, refunds, and cancellations in the past 60 days, measured in hours.
Why it matters
Your SPS directly affects your shop's visibility and credibility on the platform; sellers with higher scores are favored in search and recommendations, while low scores can result in reduced visibility or account restrictions.
All TikTok Shop sellers, with special protections for new stores and sellers with low order volumes (30 or fewer completed orders and fewer than 3 affected orders within 180 days of store creation).
Your Shop Performance Score is calculated by comparing your performance on six metrics against other sellers in your category, not against fixed standards. Each metric is converted to a 0-5 normalized score, where 1 point or less means poor performance and 4 points or more means excellent performance. The policy includes protections for new and small-volume sellers, excludes certain orders from scoring, and automatically adjusts your overall score if product satisfaction falls critically low.
Requirements
Your six metrics are benchmarked against sellers in your category, not universal standards. Small-volume sellers get score floors on five metrics (NRR, NBFR, OTDR, SFCR, IM-DSAT) until they reach 3.5 points or exceed the order threshold. Certain orders do not count toward your score: flagged fake orders, free samples to creators, successfully appealed orders, and orders with issues caused by platform logistics or features. If your product satisfaction score drops below 1, your overall SPS automatically becomes your lowest score among the three main categories.
Why it matters
Understanding how your score is calculated and what protections apply helps you set realistic improvement targets and avoid penalties for factors outside your control, which directly affects your shop's visibility and buyer trust.
All TikTok Shop sellers whose negative review rate is tracked against industry benchmarks
Your Shop Performance Score (SPS) is affected by how many negative reviews you receive compared to other sellers. If your negative review rate is better than most sellers (top 75%), your score stays unaffected and you keep your good standing. If your negative review rate is worse than average and you have more than 3 negative reviews, your SPS will gradually decrease, but the penalty starts small and only gets stronger as the problem worsens, giving you time to improve.
Requirements
Negative Review Rate (NRR) Adjustment Mechanism When your negative review rate is better than the industry average (in the top 75% of the industry), your rating will not be affected, allowing you to fully demonstrate your excellent performance. If the negative review rate performs worse than the industry average and the number of negative reviews > 3, your SPS will be gradually adjusted downward, providing you with sufficient time and space for improvement: When it first exceeds the limit, the impact is very slight. As the negative review rate increases, the downward adjustment intensity will gradually strengthen. What are the Benefits of Shop Performance Score 2.5 Level Benefits Flash Deals: Drive urgency and improve clearance sales Promote your products by offering Flash Deals. Flash Deals are limited-time promotions that are great for a quick boost in sales of your bestsellers or clearance items. Use it for your product listings and in LIVEs to reward customers with discounts when they make a quick purchase. Sellers with a minimum Shop Performance Score of 2.5 are eligible to create new Flash Deals and launch any scheduled Flash Deals. Set up a Flash Deal with these steps. Increase Visibility by 10%: From search and recommendations. A higher score could result in higher traffic from search and recommendations. Generally traffic increases as your SPS increases, but any predictions are an estimate based on historical data.3.5 Level Benefits 2.5 Level Benefits Affiliate Marketing: Engage creators to promote your products The Affiliate Program lets you collaborate with creators to promote your products and drive sales. As part of the collaboration, sellers can increase product sales while creators earn commissions for each sale they generate. With Affiliate Marketing, you can: Create an affiliate plan: Design a program to attract and collaborate with creators who align with your target audience. Leverage creator trust: Partner with relevant creators to tap into their established audience and build trust in your
Who this applies to
All TikTok Shop sellers, with specific tiers based on Shop Performance Score
TikTok Shop uses a Shop Performance Score (SPS) system that unlocks different benefits and restrictions based on your score. Higher scores give you faster payment settlements, promotional tools, visibility boosts, and customer relationship features. Lower scores restrict or freeze your access to certain seller tools.
Requirements
This is also known as Dynamic Settlements, allowing you to quickly adapt to business needs as you scale with more orders. Sellers would have a Standard Settlement period of 8 days after delivery, but qualify for the following short settlements with Shop Performance Score: To be eligible for an Accelerated Settlement period of 5 days after delivery, sellers must have a minimum Shop Performance Score of 3.5. Increase Visibility by 20%: From search and recommendation TikTok Funded Promotions: User Growth coupons/Provides product and shipping incentives for new and existing customers TikTok-Funded Promotions provides product and shipping incentives for new and existing customers and support seller growth on the platform. This includes discounts on minimum spend being met (e.g. X% off), exclusive discounts (e.g. Hot Deals), and Buy More, Save More promotions (e.g. Buy X items, Get Y% off). Shop Recognition Program: Eligible for
Brand shop recognition awards the Official Shop badge to branded shops or authorized sellers/resellers verified by TikTok Shop, highly-rated by customers, and committed to providing a premium shopping experience. Shops with the Official Shop badge gain stronger visibility, better protection, and powerful growth tools helping them stand out, build trust, and reach more customers. Gaining and maintaining the badge ensures continued access to these exclusive benefits. More information can be found here. CRM Normal Access: Helps you build stronger relationships with your customers through personalized marketing messages and promotions. TikTok Shop's CRM tool enables sellers to send personalized marketing messages via email or chat to re-engage lapsed customers, encourage repeat purchases, and convert abandoned carts, boosting sales and shopper loyalty. It offers pre-built customer segments, message templates, and automation for order confirmations and price drop alerts, simplifying campaign launches and improving retention. More information can be found here.3 SPS < 3.5 CRM Permission Frozen SPS < 3 Access revoked (Ineligible to create plans and all created plans will be paused) *During permission frozen status, you are temporarily restricted from creating new CRM plans or editing existing ones. However, previously active plans will continue to run without disruption. Sales Accelerator: A tool to support your traffic and sales growth (new product increase visibility) Sales Accelerator is a two-stage growth engine helping sellers optimize key products and scale bestsellers via targeted actions and rewards, boosting visibility, sales, and marketing support. More information can be found here. Graduate from New Seller Probation: No limit on the number of products you can list and no daily order cap The Seller Probation Program aims to help new sellers, like you, adjust to selling in our online marketplace. Once your shop has graduated, there is no longer a limit to the number of orders from the Probation Program well done!
Who this applies to
All TikTok Shop sellers, especially those aiming to graduate from New Seller Probation and improve their shop performance.
Your Shop Performance Score (SPS) unlocks specific benefits at different tiers. At 4.0 or higher, you qualify for 1-day Express Settlement after delivery and become eligible for Gold or Silver Star Seller badges. At 4.5 or higher, you get a 30% visibility boost in search and recommendations. To improve your SPS, focus on the three core dimensions—Product Satisfaction, Fulfillment & Logistics, and Customer Service—and prioritize metrics tagged as "Top Opportunity" since these will have the biggest impact on your score.
Requirements
4.0 Level Benefits 3.5 Level Benefits Express Settlement: Enjoy 1-day settlement after delivery To be eligible for an Express Settlement period of 1 day after delivery, sellers must have a minimum SPS of 4.
The Gold & Silver Star Seller program is a two-tier initiative designed to recognize outstanding performance among independent sellers. The Gold Star Seller badge is given to independent sellers with exceptional performance in ratings, on-time delivery, and customer reviews. The badge signifies outstanding service, high-quality products, and a reliable shopping experience. To qualify as a Gold Star Seller, your shop must meet the following criteria: Shop Reputation Score: >10000 Positive Product-Rating Rate: 80%Shop Performance Score (SPS): 4.0 Sellable Products: 1 Upload a Shop Logo: Yes The Silver Star Seller badge is given to independent sellers with good performance in ratings, on-time delivery, and customer reviews. The badge signifies good service, high-quality products, and a reliable shopping experience. To qualify as a Silver Star Seller, your shop must meet the following criteria: Shop Reputation Score: >2000 Positive Product-Rating Rate: 80%Shop Performance Score: 4.0 Sellable Products: 1 Upload a Shop Logo: Yes Gold and Silver Seller Star badges refresh monthly. Sellers who meet the criteria for a Gold or Silver Star badge will receive it automatically in the following week. Additional information about the Gold & Silver Star Seller program can be found here.4.5 Level Benefits 4.0 Level Benefits Increase Visibility by 30% (via search and recommendations)How Sellers Can Improve Shop Performance Score Watch this SPS Diagnosis video Step 1: Understand your metric score, category benchmarks, trends and address metrics with priority tags Use the dashboards and data shown on your Shop Performance Score page to understand your priorities for common issues, metric scores, and category benchmarks. Review your performance regularly for each metric to optimize your operations for the best customer experience. Look out for possible fluctuations in product and service quality and stay ahead of peak season demands to ensure that you're always meeting delivery SLAs. First, Identify Which Dimension Needs Improvement Navigate to the SPS page to view the seller's performance across the three core dimensions: Product Satisfaction Fulfillment & Logistics Customer Service Look out for "Top Opportunity" priority tags. These tags appear next to metrics that can make the greatest improvement to your Shop Performance Score when addressed right away. Top Opportunity: This tag highlights the metric that can make the most improvement to your Shop Performance Score when you address it.
Who this applies to
All TikTok Shop sellers using the Shop Performance Score system
TikTok Shop provides a diagnostic toolkit to help you understand and improve your Shop Performance Score. You can identify which metrics have the biggest impact on your score, drill down into specific underperforming areas, and access recommended tools and actions to fix problems in product quality, returns, and delivery performance.
Requirements
For example, if Top Opportunity is tagged to On-Time Delivery Rate. Improving this metric can lead to the most improvement in your Shop Performance Score. Second, Deep Dive Into Metric-Level Performance & Reasons Click "Diagnose" next to any underperforming metric to access the diagnostic tool. In the diagnostic view, you can: See the seller's current performance (e.g., SFCR as an example). Understand the metric definition, compare the seller's score to the category benchmark, and view the 1-point and 4-point benchmark on a visual chart. Review the trend of the seller's recent performance to spot improvements or declines. Stay responsive to changes in your Shop Performance Score. Do a quick check with the category benchmarks to manage expectations and know the level you need to reach to be comparable to better performing sellers. Third, Investigate Problematic orders, products, or conversations Drill down into the specific orders, products, or customer interactions that are negatively impacting your scores. Use the bulk export function to download detailed information and prioritize corrective actions efficiently. Step 2: View improve recommendation and take actions for different issues We have recommended tools to help you improve each metric at the top of each page. These shortcuts help you manage your operations more easily and save you time so that you can focus on growing your business. Problem Area Metrics What to Do Tools to Use Product Satisfation Negative Reviews (NRR)Enhance product listings: Use high-quality images/videos, detailed specs, and realistic descriptions. Improve product quality: Remove problematic products and launch improved versions that address top customer pain points. Monitor reviews daily: Address 1-2 star reviews promptly, and optimize the
product description or improve product based on common feedback.
Who this applies to
All TikTok Shop sellers
This section explains how to maintain a strong Shop Performance Score by managing key metrics: on-time delivery, seller fault cancellations, customer service satisfaction, and after-sales handling. You need to monitor inventory accurately, respond to customers quickly and professionally, and handle returns and refunds efficiently to keep your shop visible and trustworthy.
Requirements
Monitor and maintain accurate inventory counts without inflating stock levels. Respond to customer service messages within 1 hour and aim to resolve after-sales requests within 12 hours. Train support staff to be polite, solution-oriented, and empathetic. Set up clear after-sales policies and use auto-approval tools where possible to speed up refund and return processing.
Why it matters
Your Shop Performance Score directly affects your shop visibility, buyer trust, and overall sales success on the platform.
The SPS Appeal feature lets you challenge Shop Performance Score metrics you believe are wrong. Your score is only generated if you have at least 30 delivered orders in the last 90 days, and customers see key indicators like positive rate and shipping speed rather than your full score. If you don't have enough data, metrics will show as "no data" instead of a number.
Requirements
Minimum 30 delivered orders in last 90 days required to generate a Shop Performance Score. Customers see key experience indicators (positive rate, ships within 2 days, responds within 24h) on product detail pages, not your full score. You can appeal metrics you believe are incorrect using the SPS Appeal feature. Fulfilled by TikTok orders should not impact your score.
Why it matters
Your Shop Performance Score and seller badges directly influence customer trust and visibility on product pages, so understanding how it's calculated and how to improve it affects your ability to compete and make sales.
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.
Who this applies to
All TikTok Shop sellers
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.
brand. Check out the Affiliate Marketing Policy for more information or log in to access the Affiliate Center. *When a merchant's SPS falls below 3.0, any active participation in affiliate marketing or campaigns will be terminated. All existing affiliate marketing plans and campaign products will be removed, and merchants must achieve an SPS of 3.5 or higher to regain eligibility for these programs. Campaigns: Boost sales and expand your
Why it matters
Your SPS directly determines access to key seller features like Flash Deals (2.5+ SPS), Affiliate Marketing (3.5+ SPS), Campaigns, and accelerated settlement. A declining SPS due to negative reviews can lock you out of these revenue-driving tools and reduce your product visibility.
Your Shop Performance Score directly controls access to critical growth and payment tools; falling below 3.5 restricts marketing capabilities and slows your cash flow from 5 days to 8 days after delivery.
Higher SPS scores directly increase your earning potential through faster settlements, boost your shop's visibility by up to 30%, and qualify you for prestigious Star Seller badges that build customer trust and drive sales.
Provide replacement or other solutions to unhappy customers Improve Listing Quality For more tips to improve Negative Review Rate, refer to our guide on Customer Reviews and Why They Matter. Non-Buyer Fault Return & Refund Rate (NBFR)Improve packaging & double-check orders: Use bubble wrap/boxes for fragile items. Match shipments to order details (size, color, etc.). Clarify product details: Add sizing charts, material info, and usage guides. Fulfillment & Logisitcs On-Time Delivery Rate OTDR Research and choose a reputable carrier or package consolidator. Check delivery status of dispatched orders consistently and follow up with the carriers as needed. Categorize products as accurately as possible: Items listed as made-to-order, pre-order, backorder, or custom handling have a longer deliver-by SLA due to product-specific processing/handling times. Set up a weekly schedule to manage the order fulfillment process. Set aside a day to review order IDs that were delivered on time, investigate orders that are pulling down your OTDR, and make adjustments for products with frequent fulfillment issues. Set delivery deadline extensions with the Order Capacity Handling tool (log in required) so that you have additional time to manage more orders and delays are not passed down to your customers.
Why it matters
Improving your Shop Performance Score directly affects your visibility and competitiveness on the platform, and the recommended tools help you prioritize fixes that will have the most impact on your business growth.
