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Overview
The Shop Performance Score (SPS) Appeal feature allows sellers to directly submit appeals for SPS-related metrics in Seller Center. You can start an appeal without help from the support team if:• You believe a metric was impacted by an issue outside of your control.
• You have evidence to prove the responsibility is not yours.
The appeal process follows a full review loop:
• Seller submits appeal.
• TikTok moderation reviews (~3 business days)....
• Metric is corrected (if approved, ~1 business day).
• SPS score updates automatically.
Why Does the SPS Appeal Feature Matter?
SPS plays a critical role by impacting:• Shop visibility.
• Buyer trust.
• Overall business success.
However, we know that sometimes SPS drops are caused by issues unrelated to the seller—such as buyer mistakes, logistics problems, or system errors.
The new SPS Appeal feature allows sellers to take action directly to address SPS metics that they believe are incorrect.
Where can I check if the SPS Appeal feature is available for me?
If the SPS Appeal feature is available for you, you will find it by logging in to Seller Center → Account Health → Shop Performance ScorePlease note that the appeal feature for the new version is not yet fully available:- Product Satisfaction / Customer Service metrics appeals: Available from 10/16.
- Logistics & Fulfillment metrics appeals:
- Seller Fault Cancellation Rate (SFCR): Available from 10/16.
- Dispatch Time & Transit Time: Expected to open to sellers in batches starting 10/19, and to all sellers by October.
How to access the SPS Appeal feature:
Entry Points 1 & 2: Shop Performance Score (SPS) Main Page
- Top right corner [Appeal Center].
- Bottom of the page [Submit an appeal ticket].
Entry Point 3: Individual Product Page
In the order list on an individual product page, click [Appeal Order].Entry Point 4: Customer Service Page
In the order list on the Customer Service page, click [Appeal Order].[Not Available] Entry Point 5: Logistics&Fulfillment Page
Appeal entry for Logistics & Fulfillment metrics is expected to open to sellers in batches starting 10/19/2026, with full availability by October.In the order list on the Logistics&Fulfillment page, click [Appeal Order].
Submit a new appeal ticket or check on your appeal status
Once you have clicked into the Appeal Center, you will find a list of submitted orders and appeal tickets on the main page.How to submit a new appeal ticket:
1. Click "Submit new appeal"
in the top right corner2. Select the appeal metrics
3. Select the reason for appeal
4. Select the order(s) to appeal
Please note, it can be a single order or multiple orders for the same reason. There can be up to 30 orders in one ticket.5. Fill out the appeal information and upload the evidence for appeal
How do I select appeal reasons and what materials do I need to upload?
Overview
For each Shop Performance Score metric, the appealable scenarios and reasons are listed below.| Metrics | Scenario (Appeal Reason) | ||||
| NBFRNon-Buyer Fault Return & Refund Rate (NBFR) | Inaccurate Buyer Selected Reason | Perception Issues | Malicious Return and Refund | Logistics Issues | TikTok System Issue |
| Negative Review Rate (NRR) | Malicious Reviews | Creator False Promotion | Logistics Issue | ||
| IM Dissatisfaction Rate | TikTok System Issue | Uncontrollable Event/Unforeseen incident | Malicious Buyers | ||
| After-Sales Handling Time (AHT) | Malicious Buyers | TikTok System Issue | Uncontrollable Event/Unforeseen incident | ||
| Seller Fault Cancellation Rate (SFCR) | Malicious Buyers | TikTok System Issue | Uncontrollable Event/Unforeseen incident | ||
| New metrics in Logistics & Fulfillment: Not available for appeal yet. Expected to open to sellers in batches starting 10/19/2026, with full availability by October. | |||||
| Dispatch Time | Weather or Natural Disasters | Technical Issues with TikTok Shop Seller Center | Missing scans by TikTok Shipping - Standard Delivery | ||
| Transit Time | Weather or Natural Disasters | Technical Issues with TikTok Shop Seller Center | Order IDs are Lost or being Returned to Shipper | ||
Please make sure you select the correct appeal reason and provide complete, authentic, and accurate supporting materials.
For the same metric under the same order, you may submit up to 3 appeals. If all 3 appeals are rejected, the appeal entry point for that metric under that order will be closed.
Please carefully review your supporting materials before submission to improve the appeal approval rate.
Specific Metrics
Non-Buyer Fault Return & Refund Rate (NBFR)
| Appeal Reason | Explanation | Evidence Required |
| Inaccurate Buyer Selected Reason | Buyer selected a return reason that misrepresents the actual reason for return/refund that should not be seller's fault. Message implies:• No longer needed• Bought by mistake• Did not authorize or recognize the order | Evidence and explanation of communication（e.g., screenshots, communication logs）where the buyer indicates their reason for return/refund is because they no longer need, bought by mistake, did not authorize or recognize the order.Make sure the evidence shows the Order ID, and that it is the same order as the appeal. |
| Buyer Perception Issues | Customers did not like the taste or feel of food/beverage products, or smell of fragrance products, and initiated returns and refunds, identifying them as defective. These products are typically non-returnable and stem from mismatched customer expectations. These return orders with subjective input from customers are eligible for appeals. | Evidence/Documentation showing screenshots of IM chats between seller and buyer, review comments, etc.Make sure the evidence shows the Order ID, and that it is the same order as the appeal. |
| Malicious Return/Refund | Customer initiates malicious/wrong return and refund requests as a fraud tactic or as an intentional measure to lower the shop's credibility with fake or fraudulent negative reviews or reasons for return and refund. | Supporting evidence（e.g., screenshots of customer reviews, Seller/Buyer IM chat, etc.; empty packaging with associated tracking ID）. |
| Logistics Issues | Carrier disruptions resulted in delivery delays and, in some cases, shipments were lost, misrouted, or damaged during transit. These carrier-related issues led customers to initiate returns due to late deliveries, Delivered but Not Received（DNR）claims, missing packages, and damaged goods. | Evidence/Documentation that shows the events that led to late delivery（e.g., warehouse issues, postal strikes and delays, natural disasters in the area）with date matching the timeline. |
| TikTok System Issue | System outage leading to wrong/missing items being sent or label printing issues（leading to delays in shipment and return/refund initiation）. Warehouse system issues can also lead to missing/wrong items being sent to customers. | Evidence/documentation that shows the actions/steps taken by the seller to resolve the issue. It should include support chat screenshots, API issue screenshots if applicable, seller/Account Manager emails, etc. |
Negative Review Rate (NRR)
| Appeal Reason | Explanation | Evidence Required |
| Malicious Reviews | Leaves intentionally misleading or fake reviews to harm a seller's performance score, or reviews completely unrelated to the product. Posts negative reviews as retaliation or to extort sellers. Examples include:• Requesting free items in exchange for removing bad reviews• Malicious reviews after refund were denied/rejected, or attempting to force seller to provide a refund | Supporting evidence（e.g., screenshots of customer reviews, Seller/Buyer IM chat）. |
| Buyer Adjusted/Deleted the Rating | Customer updated their review from Negative（1–2 stars）to Neutral/Positive（3–5 stars）after receiving a positive and responsive aftersales experience from the seller. | Clear documentation showing the actions taken by the seller to improve the customer experience, such as:• Screenshots of communication with the buyer（e.g., IM/chat logs）• Evidence that the customer updated their review from Negative（1–2 stars）to Neutral/Positive（3–5 stars）after receiving support |
| Creator False Promotion | Creator misguides buyers or falsely promotes a product and, as a result, customers leave negative reviews due to this experience. | Clear evidence showing that the creator promoted or promised something not included in the product details, such as:• Screenshots of the creator's video or live — the video must be less than 45 seconds• Buyer review mentioning the misleading claim• IM/chat logs or buyer complaintsIf there are no order ID(s) provided, it will be rejected. |
Aftersales Handling Time (AHT)
| Appeal Reason | Explanation | Evidence Required |
| Malicious Buyers | Refers to improper behaviors by buyers, such as malicious returns, false complaints, etc.Or the seller actively reached out to customers who initiated a refund for proof of evidence but received no response. | Supporting evidence（e.g., screenshots of customer reviews, Seller/Buyer IM chat showing malicious language）. |
| TikTok System Issue | TikTok platform incorrectly tagged Review Status as auto-approved or platform-handled. | Supporting evidence（e.g., screenshot/photo evidence in Seller Center）. |
| Uncontrollable Event/Unforeseen incident | Seller performance was affected by external, uncontrollable circumstances:• Labor strikes/disputes• Environmental disasters or accidents• Power outages or utility failures• Natural disasters• Force MajeureLogistics issues are not applicable to this scenario. | Documents of event details and pictures of natural disasters（e.g., earthquakes, floods）, widespread power/internet outages. |
IM Dissatisfaction Rate
| Appeal Reason | Explanation | Evidence Required |
| Malicious Buyers | Seller performance impacted by a malicious intent buyer. | Supporting evidence（e.g., screenshots of customer reviews, Seller/Buyer IM chat, or Buyer's rating page）. |
| TikTok System Issue | Due to technical error in Seller Center -> Customer messages. | Documentation showing video/image proof of incident with date matching the timeline of impacted chats. |
| Uncontrollable Event/Unforeseen incident | Seller performance impacted by external, uncontrollable circumstances. | Documentation showing proof of incident with date matching the timeline or impacted chats:• Event details and pictures of natural disasters/widespread power/internet outage.• Screenshot of Customer Messages -> Service Analytics -> All chats -> Chat Type（Low satisfaction）for the date range along with customer username. |
Seller Fault Cancellation Rate (SFCR)
| Appeal Reason | Explanation | Evidence Required |
| TikTok System Issue | TikTok Shop incorrectly considered an order cancelled due to the seller's fault. | Supporting evidence（e.g., dispatch proof before SLA, buyer cancellation request screenshots, or carrier screenshot showing undeliverable address, etc.） |
| Non-Seller Fault Issue | Not seller's fault or uncontrollable issue and at least one reason is as follows:Exhaustive List:• Suspicious order or unpaid orders• The order was impacted because of logistics issues• Carrier drop-off locations had system issues | Screenshots of IM showing the communication between seller and buyer containing the order IDs.ORProof of delay from the carrier with timestamps matching the timeline of impacted order IDs and carrier name if providing tracking history screenshot.ORProof showing that carrier drop-off system was down. |
| Uncontrollable Event/Unforeseen incident | The events or circumstances beyond the control of the seller, including but not limited to:• Labor strikes/disputes• Environmental disasters or accidents• Power outages or utility failures• Natural disasters• Force Majeure• Unforeseen postal delays• Lost packages（if there is no tracking update for more than 10 days, the package is marked as lost）• Delivered Not Received | Supporting evidence that shows the events that led to late delivery（e.g., warehouse issues, postal strikes and delays, natural disasters in the area）with Order creation date matching the timeline（+-5 days）. |
[Not Available] Dispatch Time
Expected to open to sellers in batches starting 10/19/2026, with full availability by October.
| Appeal Reason | Explanation | Evidence required |
| Weather or Natural Disasters | The order couldn't be dispatched due to weather or other natural disasters that affected the "Ship Fron Location" or "Carrier Processing Location" | Provide any of the following:
|
| Technical Issues with TikTok Shop Seller Center | The seller was unable to purchase a shipping label from TikTok, or if there were information synchronization issues between seller's systems and the TikTok Shop Seller Center due to API issues on TikTok's side | Provide any of the following:
|
| Missing scans by TikTok Shipping - Standard Delivery | Orders included are impacted by delays associated with TikTok Shipping Standard Delivery. (Note: TikTok Shipping- CBT and Seller Shipping Orders do NOT qualify for this appeal) | Provide any of the following:
|
[Not Available] Transit Time
Expected to open to sellers in batches starting 10/19/2026, with full availability by October.
| 申诉理由 | 解释 | 证明材料 |
| Weather or Natural Disasters | The order couldn't be dispatched due to weather or other natural disasters that affected the "Ship From Location" or "Destination Location" | Provide any of the following:
|
| Technical Issues with TikTok Shop Seller Center | The seller was unable to purchase a shipping label from TikTok, or if there were information synchronization issues between seller's systems and the TikTok Shop Seller Center due to API issues on TikTok's side | Provide any of the following:
|
| Order IDs are Lost or being Returned to Shipper | The order IDs are considered lost or if they are being returned to shipper due to other issues. | Provide any of the following:
|
Check the status of your appeal
From the Appeal Center page, click the Detail button of any submitted tickets listed on the page. The appeal status view page for that ticket will display the review status and the detailed appeal content of the ticket. Allow up to 3-4 business days for this process.Appeal Checklist.To improve your chances of a successful appeal:
• Choose the correct reason: Select the reason that most accurately reflects your situation.
• Prepare required evidence: Make sure all supporting materials are accurate and complete before submitting.
• Check your submission: You have a maximum of 3 appeals for the same metric on an order. Use them wisely.