Requirements for Invalid Seller Rejection Rate (ISRR) Metric

28 added lines, 81 removed lines detected at September 22nd, 2026 at 6:26 PM UTC.

Detected: September 22nd, 2026 at 6:26 PM UTC
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Previous Snapshot: Snapshot #126Captured July 4th, 2026 at 3:23 AM UTC
New Snapshot: Snapshot #478Captured September 22nd, 2026 at 6:26 PM UTC
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Added Lines: 28
TikTok Page Date: September 22nd, 2026 at 6:21 PM UTC
Source Path: US Academy / Policy Center / Seller / Manage Your Customers

Full Readable Before / After

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Before

Captured July 4th, 2026 at 3:23 AM UTC. Source: article-html.

Invalid Seller Rejection Rate (ISRR): Your Guide to Excellent Customer Service

Aftersales quality is key to building lasting customer relationships. To help you provide the best possible experience for your customers while growing your business, we're introducing the Invalid Seller Rejection Rate (ISRR) metric.
This metric is designed to support you in monitoring and improving your aftersales request handling. Use it together with TikTok Shop's seller flexibility tools to grow your business.

What is ISRR?

Invalid Seller Rejection Rate (ISRR) measures the number of unsuccessful aftersales disputes. In other words, the metric shows you the number of times your shop could have handled an aftersale request differently.
What ISRR includes:

Refund-only requests
Return and Refund requests
Replacement or Reshipment requests
Exchange requests

What ISRR doesn't include:

Cancellation requests
Platform-mandated refunds
Platform-reviewed requests

Your ISRR Goal: Working Towards Excellence

You should aim to maintain an ISRR of 20% or lower.Tips for Success:

Weekly evaluation: Your ISRR is calculated weekly (refreshes every Sunday), giving you regular feedback to help you improve.
Minimum threshold: ISRR only applies when you have at least 5 aftersales requests turned down by TikTok Shop's dispute escalation process and 5 seller-reviewed aftersales requests in the week.
Easy tracking: You can find all your resolved orders under Manage Returns/Refunds in Seller Center.

What Happens If My ISRR Exceeds the Threshold?

Starting April 26, platform-managed review will be implemented based on how many times your ISRR exceeds the threshold.

First Violation: Warning
- You will receive a warning notification through Seller Center and email.
- You will receive policy guidance with best practices to support better decision-making.
Second Violation: Platform-Managed Review
- TikTok Shop will temporarily assist with reviewing your refund-only requests for up to one month (4 rolling weeks).
- During this period, we will automatically review and decide on your refund-only requests.
- You will be re-evaluated after the one-month period.
Subsequent Violations: Warning, Platform-Managed Review
- For any subsequent violations, you will again receive a warning notification through Seller Center and email.
- If your ISRR continues to remain below the threshold, TikTok Shop will manage your refund-only requests for another one-month period.

How Can I Appeal?

Even during platform-managed review periods, you can still appeal approved aftersales requests with valid supporting evidence. While you cannot appeal your ISRR metric directly, you can appeal individual aftersales decisions. Here's how:

In Seller Center, go to Orders > Manage Returns.
Use the 'Can Be Appealed' filter or click the 'Appeal' tag.
Submit your appeal within 30 calendar days with supporting evidence.

After clicking 'Appeal', you can submit relevant reasons for your appeal, upload supporting evidence, or provide additional comments to our Customer Service team to assist with the appeal process.

Why ISSR Matters for Your Business Growth

Maintaining a low ISRR isn't just about meeting policy requirements, it's about building stronger customer relationships to drive long-term growth for your shop. Sellers with lower rejection rates experience:

Higher repeat purchases
Significantly higher customer satisfaction scores
Stronger trust in your shop reputation
More positive reviews and recommendations

How to Monitor Your ISRR

You can track your ISRR performance through multiple ways:

Seller Center Banner: Notifications about your current status
Analytics > Post Purchase > Return & Refund: View your ISRR calculation
Historical Data: See your performance over the past 9 weeks with interactive charts

Tools for Easier Aftersales

TikTok Shop offers seller flexibility tools such as auto-approvals for returns and refund-only requests. With these tools, you can "set it and forget it", reducing your time spent on aftersales management and minimizing the risk of non-compliance.
Benefits of Auto-Approval:

Reduces manual workload
Speeds up resolution times
Helps maintain good ISRR performance
Counts toward your metrics (unlike platform auto-approvals)

How to Configure Auto-Approval:

In Seller Center, go to Orders > Fulfillment Settings
Select the Returns and Refunds tab
Create rules for Returnless Refund, Auto-Approval Refunds, Replacements, or Exchanges
Set criteria based on price, category, or time period

Frequently Asked Questions

What is the Invalid Seller Rejection Rate (ISRR)?

ISRR measures the percentage of aftersales requests that were rejected by sellers and later found to be valid in favor of buyers after review or arbitration. A higher ISRR indicates opportunities to improve decision-making during the initial review stage.

What ISRR threshold should I aim for?

You should aim to maintain an ISRR of 20% or lower.

What happens if my ISRR exceeds the threshold?

Starting April 26, platform-managed review will be implemented based on how many times your ISRR exceeds the threshold:

First violation: You will receive a warning notification via Seller Center and email.
Second violation: TikTok Shop will temporarily take over the review of your refund-only requests for up to one month (4 rolling weeks).
Subsequent violations: Platform-managed review will continue for an additional one-month period.

"Where can I see my aftersales requests?"

You can find all aftersales requests in Seller Center by navigating to Orders > Manage Returns. You will be able to view key details, such as aftersales request types, as well as the initiation and completion time of each request.

"Where can I configure auto-approval rules?"

To improve your aftersales performance, you can configure auto approval rules through Seller Center by navigating to Orders > Return Settings > "Cancellations" or "Returns & Refunds" These settings allow you to enable automatic approval for certain aftersales requests based on predefined criteria or timeframe. By using these features, you can reduce manual intervention, speed up resolution times, and increase your Self-Service Aftersale Rate & Processing Time, which contributes to better SPS and faster performance.
For more details, you can refer to these guides:

Invalid Seller Rejection Rate (ISRR) Q&A Resource (New).pdf

"I believe my aftersales request was incorrectly judged. How can I appeal?"
- You may submit an appeal against a platform-reviewed order decision with relevant reasons for appeal and valid supporting evidence. See the guide here: Appeal Return/Refund Orders in Seller Center

After

Captured September 22nd, 2026 at 6:26 PM UTC. Source: article-html.

Key Points
Invalid Seller Rejection Rate (ISRR) measures the percentage of eligible seller-reviewed aftersales requests in which the seller’s rejection is later determined to be invalid.
An Overall ISRR of 20% or higher triggers a warning.
In certain cases, a high ISRR can result in platform-managed reviews for specific return requests.
ISRR is evaluated weekly over a rolling 8-week window.

Invalid Seller Rejection Rate (ISRR)

Invalid Seller Rejection Rate (ISRR) measures the percentage of eligible seller-reviewed aftersales requests in which the seller’s rejection is later determined to be invalid. It is calculated over a rolling 8-week window and evaluated weekly.
ISRR equals the number of eligible seller rejections later determined to be invalid, including unsuccessful seller appeals, divided by the number of eligible seller-reviewed aftersales requests, multiplied by 100.
NOTE: ISRR applies only when both the numerator and denominator are greater than 10.

Included in the US ISRR calculation

Measures seller review quality for seller-responsible aftersales decisions

Excluded from the US ISRR calculation

Excludes logistics-related reasons
Excludes Malicious Buyer/Buyer Abuse cases
Excludes High Value Buyers - Platform Judgement cases
Excludes Auction/Final Sale Policy buyer-fault scenarios (buyer-fault reasons not applicable)

ISRR Requirement

Sellers are required to maintain an ISRR under 20%. An ISRR of 20% or higher can trigger a warning. For Refund-only and Return and Refund requests, ISSR must be under 30%.

Platform Reviews

If a seller exceeds the ISRR thresholds, eligible requests in that scenario will have mandated platform-review for after-sales requests.
Sellers will continue to review each request first, but if they reject an after-sales request, the platform will review the rejection decision based on evidence provided by both the seller and the customer.

Appealing ISRR

Eligible platform-initiated, after-sales decisions may be appealed through the standard appeal process.
Appeal eligibility applies to the individual decision, not to the ISRR metric. Sellers cannot appeal the ISRR metric, but they can appeal the platform-initiated, after-sales decisions that contributed to their ISRR.
Sellers are able to appeal after-sales requests during the platform-managed review period. See How to Manage Your Invalid Seller Rejection Rate (ISRR) for more details on how to appeal.

ISRR in Seller Center

Sellers can monitor their ISRR performance in Seller Center. To review current performance, sellers should go to Analytics > Post Purchase > Return & Refund: View your ISRR calculation.The dashboard shows weekly ISRR performance and the rolling 8-week evaluation window.

Full Changed Lines

This is the complete line-level change set recomputed from the linked snapshots. It is not the shortened Discord alert excerpt.

Removed

Invalid Seller Rejection Rate (ISRR): Your Guide to Excellent Customer Service
Aftersales quality is key to building lasting customer relationships. To help you provide the best possible experience for your customers while growing your business, we're introducing the Invalid Seller Rejection Rate (ISRR) metric.
This metric is designed to support you in monitoring and improving your aftersales request handling. Use it together with TikTok Shop's seller flexibility tools to grow your business.
What is ISRR?
Invalid Seller Rejection Rate (ISRR) measures the number of unsuccessful aftersales disputes. In other words, the metric shows you the number of times your shop could have handled an aftersale request differently.
What ISRR includes:
Refund-only requests
Return and Refund requests
Replacement or Reshipment requests
Exchange requests
What ISRR doesn't include:
Cancellation requests
Platform-mandated refunds
Platform-reviewed requests
Your ISRR Goal: Working Towards Excellence
You should aim to maintain an ISRR of 20% or lower.
You should aim to maintain an ISRR of 20% or lower.
Tips for Success:
Weekly evaluation: Your ISRR is calculated weekly (refreshes every Sunday), giving you regular feedback to help you improve.
Minimum threshold: ISRR only applies when you have at least 5 aftersales requests turned down by TikTok Shop's dispute escalation process and 5 seller-reviewed aftersales requests in the week.
Easy tracking: You can find all your resolved orders under Manage Returns/Refunds in Seller Center.
What Happens If My ISRR Exceeds the Threshold?
Starting April 26, platform-managed review will be implemented based on how many times your ISRR exceeds the threshold.
First Violation: Warning
You will receive a warning notification through Seller Center and email.
You will receive policy guidance with best practices to support better decision-making.
Second Violation: Platform-Managed Review
TikTok Shop will temporarily assist with reviewing your refund-only requests for up to one month (4 rolling weeks).
During this period, we will automatically review and decide on your refund-only requests.
You will be re-evaluated after the one-month period.
Subsequent Violations: Warning, Platform-Managed Review
For any subsequent violations, you will again receive a warning notification through Seller Center and email.
If your ISRR continues to remain below the threshold, TikTok Shop will manage your refund-only requests for another one-month period.
How Can I Appeal?
Even during platform-managed review periods, you can still appeal approved aftersales requests with valid supporting evidence. While you cannot appeal your ISRR metric directly, you can appeal individual aftersales decisions. Here's how:
In Seller Center, go to Orders > Manage Returns.
Use the 'Can Be Appealed' filter or click the 'Appeal' tag.
Submit your appeal within 30 calendar days with supporting evidence.
After clicking 'Appeal', you can submit relevant reasons for your appeal, upload supporting evidence, or provide additional comments to our Customer Service team to assist with the appeal process.
Why ISSR Matters for Your Business Growth
Maintaining a low ISRR isn't just about meeting policy requirements, it's about building stronger customer relationships to drive long-term growth for your shop. Sellers with lower rejection rates experience:
Higher repeat purchases
Significantly higher customer satisfaction scores
Stronger trust in your shop reputation
More positive reviews and recommendations
How to Monitor Your ISRR
You can track your ISRR performance through multiple ways:
Seller Center Banner: Notifications about your current status
Analytics > Post Purchase > Return & Refund: View your ISRR calculation
Historical Data: See your performance over the past 9 weeks with interactive charts
Tools for Easier Aftersales
TikTok Shop offers seller flexibility tools such as auto-approvals for returns and refund-only requests. With these tools, you can "set it and forget it", reducing your time spent on aftersales management and minimizing the risk of non-compliance.
Benefits of Auto-Approval:
Reduces manual workload
Speeds up resolution times
Helps maintain good ISRR performance
Counts toward your metrics (unlike platform auto-approvals)
How to Configure Auto-Approval:
In Seller Center, go to Orders > Fulfillment Settings
Select the Returns and Refunds tab
Create rules for Returnless Refund, Auto-Approval Refunds, Replacements, or Exchanges
Set criteria based on price, category, or time period
Frequently Asked Questions
What is the Invalid Seller Rejection Rate (ISRR)?
ISRR measures the percentage of aftersales requests that were rejected by sellers and later found to be valid in favor of buyers after review or arbitration. A higher ISRR indicates opportunities to improve decision-making during the initial review stage.
What ISRR threshold should I aim for?
What happens if my ISRR exceeds the threshold?
Starting April 26, platform-managed review will be implemented based on how many times your ISRR exceeds the threshold:
First violation: You will receive a warning notification via Seller Center and email.
Second violation: TikTok Shop will temporarily take over the review of your refund-only requests for up to one month (4 rolling weeks).
Subsequent violations: Platform-managed review will continue for an additional one-month period.
"Where can I see my aftersales requests?"
You can find all aftersales requests in Seller Center by navigating to Orders > Manage Returns. You will be able to view key details, such as aftersales request types, as well as the initiation and completion time of each request.
"Where can I configure auto-approval rules?"
To improve your aftersales performance, you can configure auto approval rules through Seller Center by navigating to Orders > Return Settings > "Cancellations" or "Returns & Refunds"
These settings allow you to enable automatic approval for certain aftersales requests based on predefined criteria or timeframe. By using these features, you can reduce manual intervention, speed up resolution times, and increase your Self-Service Aftersale Rate & Processing Time, which contributes to better SPS and faster performance.
For more details, you can refer to these guides:
Customizing Your Cancellation Features
Customizing Your Return and Refund Features
"I believe my aftersales request was incorrectly judged. How can I appeal?"
You may submit an appeal against a platform-reviewed order decision with relevant reasons for appeal and valid supporting evidence. See the guide here: Appeal Return/Refund Orders in Seller Center

Added

Key Points
Invalid Seller Rejection Rate (ISRR) measures the percentage of eligible seller-reviewed aftersales requests in which the seller’s rejection is later determined to be invalid.
An Overall ISRR of 20% or higher triggers a warning.
In certain cases, a high ISRR can result in platform-managed reviews for specific return requests.
ISRR is evaluated weekly over a rolling 8-week window.
Invalid Seller Rejection Rate (ISRR)
Invalid Seller Rejection Rate (ISRR) measures the percentage of eligible seller-reviewed aftersales requests in which the seller’s rejection is later determined to be invalid. It is calculated over a rolling 8-week window and evaluated weekly.
ISRR equals the number of eligible seller rejections later determined to be invalid, including unsuccessful seller appeals, divided by the number of eligible seller-reviewed aftersales requests, multiplied by 100.
NOTE:ISRR applies only when both the numerator and denominator are greater than 10.
Included in the US ISRR calculation
Measures seller review quality for seller-responsible aftersales decisions
Excluded from the US ISRR calculation
Excludes logistics-related reasons
Excludes Malicious Buyer/Buyer Abuse cases
Excludes High Value Buyers - Platform Judgement cases
Excludes Auction/Final Sale Policy buyer-fault scenarios (buyer-fault reasons not applicable)
ISRR Requirement
Sellers are required to maintain an ISRR under 20%. An ISRR of 20% or higher can trigger a warning. For Refund-only and Return and Refund requests, ISSR must be under 30%.
Platform Reviews
If a seller exceeds the ISRR thresholds, eligible requests in that scenario will have mandated platform-review for after-sales requests.
Sellers will continue to review each request first, but if they reject an after-sales request, the platform will review the rejection decision based on evidence provided by both the seller and the customer.
Appealing ISRR
Eligible platform-initiated, after-sales decisions may be appealed through the standard appeal process.
Appeal eligibility applies to the individual decision, not to the ISRR metric. Sellers cannot appeal the ISRR metric, but they can appeal the platform-initiated, after-sales decisions that contributed to their ISRR.
Sellers are able to appeal after-sales requests during the platform-managed review period. See How to Manage Your Invalid Seller Rejection Rate (ISRR) for more details on how to appeal.
ISRR in Seller Center
Sellers can monitor their ISRR performance in Seller Center. To review current performance, sellers should go to Analytics > Post Purchase > Return & Refund: View your ISRR calculation.
The dashboard shows weekly ISRR performance and the rolling 8-week evaluation window.