On-Time Delivery (OTDR) Rate Requirements

58 added lines, 93 removed lines detected at August 6th, 2026 at 9:36 PM UTC.

Detected: August 6th, 2026 at 9:36 PM UTC
Stored Alert Summary: 58 added lines, 93 removed lines
Previous Snapshot: Snapshot #150Captured July 4th, 2026 at 3:30 AM UTC
New Snapshot: Snapshot #379Captured August 6th, 2026 at 9:36 PM UTC
Removed Lines: 93
Added Lines: 58
TikTok Page Date: August 6th, 2026 at 7:54 PM UTC
Source Path: US Academy / Policy Center / Seller / Fulfillment and Aftersales

Full Readable Before / After

Captured article copies rendered without TikTok navigation, scripts, tracking markup, or page chrome.

Before

Captured July 4th, 2026 at 3:30 AM UTC. Source: article-html.

Key Points:
On-Time Delivery Rate calculates how often you meet the expected delivery Service Level Agreement (SLA) for your orders.
Sellers are expected to maintain an On-Time Delivery Rate of more than 80% in order to meet the customer delivery expectations and avoid violations.
Shops with an On-Time Delivery Rate below 80% may incur enforcements.
Deliver-by SLAs are in business days only. Weekends and federal holidays do not count toward your designated SLA.

This document outlines the On-Time Delivery Rate (OTDR) requirements on TikTok Shop. OTDR compliance is also subject to our Fulfillment Policy. Sellers must comply with both this document and the Fulfillment Policy when fulfilling orders on TikTok Shop.

On-Time Delivery Rate

On-Time Delivery Rate (OTDR) is a shop-level metric that measures the timeliness of order deliveries within a set frame of time. It represents the % of orders delivered by their designated "deliver-by date" from the total orders expected to be delivered within the set timeframe.Per our Fulfillment Policy, all shops must maintain an OTDR greater than or equal to 80%. If a shop's OTDR falls below 80%, it may be subject to enforcement actions.

How On-Time Delivery Rate Impacts Your Shop

OTDR is one of the core 4 metrics used to evaluate a shop's fulfillment performance and shop health. The 4 core performance metrics, based on TikTok Shop's Fulfillment Policy, are:

Valid Tracking Rate (VTR)
Late Dispatch Rate (LDR)
On-Time Delivery Rate (OTDR)
Seller-Fault Cancellation Rate (SFCR)

Your OTDR is included in your Shop Performance Score (SPS) calculation. That is why it is very important to maintain an OTDR of more than 80%.The higher your OTDR is, the more it can help to improve your shop's SPS.OTDR enforcements can be appealed (see Appeals below). If not appealed, the violation will remain on your account record for 90 days. After 90 days, the violation will be removed.

On-Time Delivery Rate Violations

When a shop's OTDR does not meet the SLA requirements in the Fulfillment Policy requirement of more than or equal to 80%, enforcement actions may be taken. Under the Seller Enforcement Policy, these violations can lead to various enforcement actions. These can include, but are not limited to, Account Health Rating (AHR) point deductions, order volume limits, or extended settlement periods.Additionally, the more OTDR violations a shop gets, the more strict the enforcement actions imposed may become.

Exceptions for On-Time Delivery Rate

Fulfilled by TikTok (FBT) and Express Shipping orders are exempt from OTDR calculations.To learn more about the On-Time Delivery Rate policy, refer to our Fulfillment Policy.

How On-Time Delivery Rate Calculated

OTDR for orders created during the evaluation period = On-time deliveries / Orders to be delivered during the assessment period*For Upgraded TikTok Shipping and Collection By TikTok orders, a 'Late Delivery' status will only apply if dispatch fails to occur within the dispatch SLA. This applies within the assessment period starting from June 2026.Fulfilled by TikTok (FBT) With FBT, TikTok handles the end-to-end logistics for the seller. FBT orders will always be counted as an on-time delivery.In the above example, suppose a seller has 10 Upgraded TikTok Shipping orders to deliver within the OTDR assessment:

Out of all 10 regular orders,
- 7 orders were delivered on time
- 2 orders were delivered late but dispatched on time (Note: The dispatch SLA depends on the order type)

OTDR Calculation: (7 + 2) / 10 = 9/10 = 90% Sellers may view their OTDR and orders with issues from the Fulfillment Performance page or Shop Performance Score page.

Deliver-By SLA and Deliver-By Date

The deliver-by SLA is set from order creation time to delivery. It is the designated timeframe that a seller has to get an order packed, shipped, and delivered.The deliver-by date is the deadline for a package to be marked Delivered to meet OTDR expectations. For each order, the "deliver-by" date is calculated from the "Awaiting Shipment" status.For an order to be considered delivered on time, the Logistics Service Provider (LSP) or carrier must mark it as "Delivered" on or before the "deliver-by" date.Seller Center will then display the status as Delivered.

Order Types and Deliver-By SLA

The deliver-by SLA varies depending on the order type. The table below outlines the deliver-by SLA for different order types.You can learn more about TikTok Shop's custom order types (Made-to-Order, Pre-Order, Backorder, and Custom Handling Time Products) in our Custom Orders Policy. For virtual goods, sellers must ensure orders are prepared for customer redemption within 2 business days of the order status changing to Awaiting Shipment.If you have additional questions about product handling, you can refer to the Estimated Delivery Time (EDT) Seller Configuration Process guide.

On-Time Delivery Rate Appeals

Sellers bear responsibility for providing clear, verifiable, and original evidence. Claims relying solely on documents that cannot be independently verified are less likely to be accepted.An OTDR enforcement can be appealed based on the following rules:

Each OTDR enforcement can only be appealed twice.
Initial appeal must be submitted within 30 days of the enforcement message. If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of initial appeal rejection.

Accepted Appeal Scenarios

To appeal an OTDR violation, it must meet 1 of the acceptable appeal scenarios listed below.

Service disruptions with carrier: Uncontrollable events (for example, labor strikes, natural disasters, power outages, and force majeure) led to carrier delays that caused late delivery outcomes for impacted orders.
Order IDs marked as lost by carrier: The carrier confirmed loss or damage that prevented on-time delivery for the affected orders.
Duplicate enforcement: The same order ID was included in multiple OTDR enforcements, or a prior appeal for the same order ID was already approved.
Wrongly classified as late delivery: Evidence shows the package was delivered on time, but the order was still classified as late delivery.
TikTok Seller Center issues: Platform-side errors or system issues in Seller Center resulted in late delivery classification despite on-time handover or delivery.

Appeal Requirements

To successfully submit an appeal for the scenarios above, provide the following documentation.

Service disruptions with carrier. Must provide at least 1 of the following:
1. Carrier advisory emails confirming disruption and time period that aligns to the enforcement timeline.
2. Official public notice (news postings or government alerts) including affected areas consistent with the logistics node trajectory and dates matching enforcement.
3. A list/screenshots of affected orders with tracking numbers, plus tracking screenshots showing carrier-caused delay reasons.
Order IDs marked as lost by carrier. Provide 1 or both of the following:
1. Lost or damaged claim documents/emails from the carrier showing a timeline that matches the enforcement dates, with order IDs matching the problem order list.
2. Return, replacement, or refund logs showing seller actions and including order IDs and dates that match the problem order list.
Duplicate enforcement. Must provide 1 of the following:
1. Screenshots from Seller Center showing more than one OTDR enforcement for the same order ID.
2. Screenshots showing an OTDR violation of the same order ID was already approved in a separate appeal.
Wrongly classified as late delivery. Must provide 1 or more of the following, and each must include a delivery timestamp:
1. Tracking information from the carrier website showing the package was delivered before the "Late delivery after" date.
2. Confirmation from the customer that the package was delivered before the "Late delivery after" date.
3. Delivery photos of the package with a timestamp that is earlier than the "Late delivery after" date.
TikTok Seller Center issues. Provide 1 or more of the following:
1. Screenshot(s) of the system issues encountered in Seller Center.
2. Screenshot(s) showing orders scanned by the carrier within 1 business day of the order creation date (Saturdays, Sundays, and Federal Holidays are not counted as business days).
3. Screenshot(s) showing orders delivered by the carrier on or before the "Late delivery after" date.
4. Conversation screenshots with the customer confirming delivery on or before the "Late delivery after" date.

Ensure that your submitted documentation shows the order ID associated with OTDR enforcement. Support your appeal with the tracking information of the order ID on the carrier page, with additional notification from the carrier that states the issues impacting the order delivery or dispatch.Example of carrier suspension service alert:Example of tracking information with Order ID and fulfillment deadlines:What should I do if I cannot dispatch a product due to unexpected events, such as weather disruptions?During widespread disruptions, the standard Service Level Agreements (SLA) in our Fulfillment Policy may be temporarily extended. TikTok Shop is unable to notify sellers in all instances, especially when extensions are localized to specific regions. You can check SLA extensions for your orders by following these steps:Step 1: See the latest SLA for your order(s):

Go to the Manage Orders page in Seller Center.
Click on the To Ship tab. The dispatch deadline for each order is in the Shipping Method column.
Alternatively, select an Order ID to view the Order Details. The dispatch SLA, auto-cancellation SLA, and deliver-by SLA should be visible.

Step 2: If you receive an enforcement action for orders delayed due to circumstances beyond your control, please submit an appeal.You may be asked to include documentation that includes but is not limited to:

your carrier or logistics service provider's delay notice (with the name, warehouse address, and impact period)
proof of an attempted pick-up and/or drop-off,
the impacted order IDs with an enforcement action

View steps to submit an appeal through your Account Health Rating page here.You may also submit an appeal for violations, related to impacted orders, through the Shop Performance Score page.Refer to our guide on How to Appeal Your Shop Performance Score (SPS) for detailed steps.Orders that have not been impacted must follow the standard Fulfillment SLA in our Fulfillment Policy.Refer to our On-Time Delivery Rate Best Practices and FAQs for tips to improve your OTDR.

After

Captured August 6th, 2026 at 9:36 PM UTC. Source: article-html.

This document outlines the On-Time Delivery Rate (OTDR) requirements on TikTok Shop. Sellers must comply with both this document and the Fulfillment Policy when fulfilling orders on TikTok Shop.

What this metric measures

On-Time Delivery Rate (OTDR) is a shop-level metric that measures how often your orders are delivered by their designated deliver-by date. It represents the percentage of orders delivered on time out of the total orders expected to be delivered within a set timeframe.

Why it matters

Delivering by the deliver-by date meets customer delivery expectations. OTDR is one of the four core metrics used to evaluate your shop's fulfillment performance and shop health, alongside Valid Tracking Rate (VTR), Late Dispatch Rate (LDR), and Seller-Fault Cancellation Rate (SFCR). Your OTDR is included in your Shop Performance Score (SPS) calculation, so a higher OTDR helps improve your SPS, and falling short can lower it and trigger enforcement.

The requirement

Per the Fulfillment Policy, all shops must maintain an OTDR greater than or equal to 80%. This is a hard requirement. If a shop's OTDR falls below 80%, it may be subject to enforcement actions.

How it is calculated

OTDR = On-time deliveries / Orders to be delivered during the assessment periodAn order is on time when the Logistics Service Provider (LSP) or carrier marks it Delivered on or before the deliver-by date. For Upgraded TikTok Shipping and Collection By TikTok orders, a "Late Delivery" status applies only if dispatch fails within the dispatch SLA, starting from June 2026. FBT orders are always counted as on-time deliveries. Worked example: 10 Upgraded TikTok Shipping orders; 7 delivered on time; 2 delivered late but dispatched on time; OTDR = (7 + 2) / 10 = 90%. Deliver-by SLA and deliver-by date: the deliver-by SLA runs from order creation to delivery; the deliver-by date is the deadline to be marked Delivered and is calculated from the Awaiting Shipment status. Deliver-by SLAs are in business days only; weekends and federal holidays do not count. The SLA varies by order type (Made-to-Order, Pre-Order, Backorder, Custom Handling Time carry longer SLAs). For virtual goods, prepare orders for customer redemption within 2 business days of the status changing to Awaiting Shipment.

What counts against you

An order lowers your OTDR when it is not marked Delivered by its deliver-by date within the assessment period. For Upgraded TikTok Shipping and Collection By TikTok orders (starting June 2026), a late delivery is counted only when dispatch fails within the dispatch SLA.

What does not count (exceptions)

Fulfilled by TikTok (FBT) orders: exempt; always counted as on-time deliveries.
Express Shipping orders: exempt from OTDR calculations.
Weekends and federal holidays: do not count toward your designated deliver-by SLA.

Enforcement: what happens if you miss the requirement

When your OTDR falls below the 80% requirement, enforcement actions may be taken under the Seller Enforcement Policy. The more OTDR violations a shop accumulates, the stricter the enforcement may become. If an OTDR enforcement is not appealed, the violation remains on your account record for 90 days and is then removed. Possible enforcement actions include:

Account Health Rating (AHR) point deductions.
Order volume limits.
Extended settlement periods.

These are examples and are not an exhaustive list.

How to monitor it in Seller Center

You can monitor your OTDR in two places in Seller Center:

Account Health, then Shop Performance Score: shows your 30-day OTDR.
Orders, then the Fulfillment Performance tab: shows your 7-day OTDR.

To check deliver-by dates, go to Manage Orders, open the Shipped tab, and look at the Seller Shipping column. To find orders that missed their deliver-by date, go to Manage Orders, click Filter, select Urgent, then Late Delivery, and click Apply.

How to improve

Use this checklist to protect your OTDR:

Choose a reliable logistics provider that consistently meets delivery timelines.
Use accurate product categories, since the deliver-by SLA depends on the order and product type.
Stay up to date on order statuses and follow up with carriers on any order at risk of missing its deliver-by date.
Monitor your OTDR on the Fulfillment Performance and Shop Performance Score pages so you can act early.
Keep inventory levels accurate and do not inflate inventory counts, which can lead to orders you cannot deliver on time.
Use Order Handling Capacity to extend dispatch deadlines for orders that exceed your daily capacity.
Consider Fulfilled by TikTok (FBT); FBT orders are not evaluated for OTDR and are always counted as on-time.

Appeals and evidence

Provide clear, verifiable, and original evidence; claims relying only on documents that cannot be independently verified are less likely to be accepted. Support your appeal with the order ID tied to the enforcement, the carrier tracking for that order ID, and any carrier notification describing the issue. Appeal rules:

Each OTDR enforcement can be appealed twice.
The initial appeal must be submitted within 30 days of the enforcement message.
If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of the initial appeal rejection.

Accepted scenarios and the evidence to prepare:

Service disruptions with carrier: carrier advisory emails matching the enforcement timeline; an official public notice covering affected areas and matching dates; or a list or screenshots of affected orders with tracking numbers plus tracking screenshots showing carrier-caused delays.
Order IDs marked as lost by carrier: lost or damaged claim documents or emails from the carrier with matching timeline and order IDs; or return, replacement, or refund logs with matching order IDs and dates.
Duplicate enforcement: Seller Center screenshots showing more than one OTDR enforcement for the same order ID; or screenshots showing an OTDR violation for the same order ID was already approved.
Wrongly classified as late delivery: each with a delivery timestamp, carrier tracking, customer confirmation, or delivery photos dated before the "Late delivery after" date.
TikTok Seller Center issues: screenshots of the system issue; screenshots of carrier scan within 1 business day of order creation (weekends and federal holidays excluded); screenshots of delivery on or before the "Late delivery after" date; or customer confirmation of delivery on or before that date.

Submit through your Account Health Rating page; you may also appeal impacted-order violations through the Shop Performance Score page.

FAQ

Common questions from sellers:

Where can I see my OTDR data? Your 30-day OTDR is on the Account Health, then Shop Performance Score page, and your 7-day OTDR is on the Orders, then Fulfillment Performance tab.
Where do I track deliver-by dates? Go to Manage Orders, open the Shipped tab, and check the Seller Shipping column.
How are business days counted? Deliver-by SLAs are in business days only; weekends and federal holidays do not count.
When does the deliver-by SLA start? It starts from the next business day after the order is placed.
Does OTDR affect my SPS? Yes. OTDR is included in your Shop Performance Score (SPS), so a higher OTDR helps your SPS.
How is OTDR different from LDR? LDR measures whether you dispatch orders on time; OTDR measures whether orders are delivered by their deliver-by date.
Which shipping services are accepted? Use accepted shipping services so tracking and delivery scans are recognized for OTDR.
What if weather or an unexpected disruption delays delivery? During widespread disruptions the standard SLAs may be temporarily extended; check your orders for updated SLAs before assuming an order is late, and appeal with carrier evidence if needed.

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

Key Points:
On-Time Delivery Rate calculates how often you meet the expected delivery Service Level Agreement (SLA) for your orders.
Sellers are expected to maintain an On-Time Delivery Rate of more than 80% in order to meet the customer delivery expectations and avoid violations.
Shops with an On-Time Delivery Rate below 80% may incur enforcements.
Deliver-by SLAs are in business days only. Weekends and federal holidays do not count toward your designated SLA.
This document outlines the On-Time Delivery Rate (OTDR) requirements on TikTok Shop. OTDR compliance is also subject to our Fulfillment Policy. Sellers must comply with both this document and the Fulfillment Policy when fulfilling orders on TikTok Shop.
On-Time Delivery Rate
On-Time Delivery Rate (OTDR) is a shop-level metric that measures the timeliness of order deliveries within a set frame of time. It represents the % of orders delivered by their designated "deliver-by date" from the total orders expected to be delivered within the set timeframe.
Per ourFulfillment Policy, all shops must maintain an OTDR greater than or equal to 80%. If a shop's OTDR falls below 80%, it may be subject to enforcement actions.
How On-Time Delivery Rate Impacts Your Shop
OTDR is one of the core 4 metrics used to evaluate a shop's fulfillment performance and shop health. The 4 core performance metrics, based on TikTok Shop's Fulfillment Policy, are:
Valid Tracking Rate (VTR)
Late Dispatch Rate (LDR)
On-Time Delivery Rate (OTDR)
Seller-Fault Cancellation Rate (SFCR)
Your OTDR is included in your Shop Performance Score (SPS) calculation. That is why it is very important to maintain an OTDR of more than 80%.
The higher your OTDR is, the more it can help to improve your shop's SPS.
OTDR enforcements can be appealed (see Appeals below). If not appealed, the violation will remain on your account record for 90 days. After 90 days, the violation will be removed.
On-Time Delivery Rate Violations
When a shop's OTDR does not meet the SLA requirements in the Fulfillment Policy requirement of more than or equal to 80%, enforcement actions may be taken. Under the Seller Enforcement Policy, these violations can lead to various enforcement actions. These can include, but are not limited to, Account Health Rating (AHR) point deductions, order volume limits, or extended settlement periods.
Additionally, the more OTDR violations a shop gets, the more strict the enforcement actions imposed may become.
Exceptions for On-Time Delivery Rate
Fulfilled by TikTok (FBT) and Express Shipping orders are exempt from OTDR calculations.
To learn more about the On-Time Delivery Rate policy, refer to our Fulfillment Policy.
How On-Time Delivery Rate Calculated
h
OTDR for orders created during the evaluation period = On-time deliveries / Orders to be delivered during the assessment period
*For Upgraded TikTok Shipping and Collection By TikTok orders, a 'Late Delivery' status will only apply if dispatch fails to occur within the dispatch SLA. This applies within the assessment period starting from June 2026.
Fulfilled by TikTok (FBT) With FBT, TikTok handles the end-to-end logistics for the seller. FBT orders will always be counted as an on-time delivery.
In the above example, suppose a seller has 10 Upgraded TikTok Shipping orders to deliver within the OTDR assessment:
Out of all 10 regular orders,
7 orders were delivered on time
2 orders were delivered late but dispatched on time (Note: The dispatch SLA depends on the order type)
OTDR Calculation: (7 + 2) / 10 = 9/10 = 90% Sellers may view their OTDR and orders with issues from the Fulfillment Performance pageor Shop Performance Score page.
Deliver-By SLA and Deliver-By Date
The deliver-by SLA is set from order creation time to delivery. It is the designated timeframe that a seller has to get an order packed, shipped, and delivered.
The deliver-by date is the deadline for a package to be marked Delivered to meet OTDR expectations. For each order, the "deliver-by" date is calculated from the "Awaiting Shipment" status.
For an order to be considered delivered on time, the Logistics Service Provider (LSP) or carrier must mark it as "Delivered" on or before the "deliver-by" date.
Seller Center will then display the status as Delivered.
Order Types and Deliver-By SLA
The deliver-by SLA varies depending on the order type. The table below outlines the deliver-by SLA for different order types.
You can learn more about TikTok Shop's custom order types (Made-to-Order, Pre-Order, Backorder, and Custom Handling Time Products) in our Custom Orders Policy. For virtual goods, sellers must ensure orders are prepared for customer redemption within 2 business days of the order status changing to Awaiting Shipment.If you have additional questions about product handling, you can refer to the Estimated Delivery Time (EDT) Seller Configuration Processguide.
On-Time Delivery Rate Appeals
Sellers bear responsibility for providing clear, verifiable, and original evidence. Claims relying solely on documents that cannot be independently verified are less likely to be accepted.An OTDR enforcement can be appealed based on the following rules:
Each OTDR enforcement can only be appealed twice.
Initial appeal must be submitted within 30 days of the enforcement message. If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of initial appeal rejection.
Accepted Appeal Scenarios
To appeal an OTDR violation, it must meet 1 of the acceptable appeal scenarios listed below.
Service disruptions with carrier: Uncontrollable events (for example, labor strikes, natural disasters, power outages, and force majeure) led to carrier delays that caused late delivery outcomes for impacted orders.
Order IDs marked as lost by carrier: The carrier confirmed loss or damage that prevented on-time delivery for the affected orders.
Duplicate enforcement: The same order ID was included in multiple OTDR enforcements, or a prior appeal for the same order ID was already approved.
Wrongly classified as late delivery: Evidence shows the package was delivered on time, but the order was still classified as late delivery.
TikTok Seller Center issues: Platform-side errors or system issues in Seller Center resulted in late delivery classification despite on-time handover or delivery.
Appeal Requirements
To successfully submit an appeal for the scenarios above, provide the following documentation.
Service disruptions with carrier. Must provide at least 1 of the following:
Carrier advisory emails confirming disruption and time period that aligns to the enforcement timeline.
Official public notice (news postings or government alerts) including affected areas consistent with the logistics node trajectory and dates matching enforcement.
A list/screenshots of affected orders with tracking numbers, plus tracking screenshots showing carrier-caused delay reasons.
Order IDs marked as lost by carrier. Provide 1 or both of the following:
Lost or damaged claim documents/emails from the carrier showing a timeline that matches the enforcement dates, with order IDs matching the problem order list.
Return, replacement, or refund logs showing seller actions and including order IDs and dates that match the problem order list.
Duplicate enforcement. Must provide 1 of the following:
Screenshots from Seller Center showing more than one OTDR enforcement for the same order ID.
Screenshots showing an OTDR violation of the same order ID was already approved in a separate appeal.
Wrongly classified as late delivery. Must provide 1 or more of the following, and each must include a delivery timestamp:
Tracking information from the carrier website showing the package was delivered before the "Late delivery after" date.
Confirmation from the customer that the package was delivered before the "Late delivery after" date.
Delivery photos of the package with a timestamp that is earlier than the "Late delivery after" date.
TikTok Seller Center issues. Provide 1 or more of the following:
Screenshot(s) of the system issues encountered in Seller Center.
Screenshot(s) showing orders scanned by the carrier within 1 business day of the order creation date (Saturdays, Sundays, and Federal Holidays are not counted as business days).
Screenshot(s) showing orders delivered by the carrier on or before the "Late delivery after" date.
Conversation screenshots with the customer confirming delivery on or before the "Late delivery after" date.
Ensure that your submitted documentation shows the order ID associated with OTDR enforcement. Support your appeal with the tracking information of the order ID on the carrier page, with additional notification from the carrier that states the issues impacting the order delivery or dispatch.
Example of carrier suspension service alert:
Example of tracking information with Order ID and fulfillment deadlines:
What should I do if I cannot dispatch a product due to unexpected events, such as weather disruptions?
During widespread disruptions, the standard Service Level Agreements (SLA) in our Fulfillment Policy may be temporarily extended. TikTok Shop is unable to notify sellers in all instances, especially when extensions are localized to specific regions. You can check SLA extensions for your orders by following these steps:
Step 1: See the latest SLA for your order(s):
Go to the Manage Orders page in Seller Center.
Click on the To Ship tab. The dispatch deadline for each order is in the Shipping Method column.
Alternatively, select an Order ID to view the Order Details. The dispatch SLA, auto-cancellation SLA, and deliver-by SLA should be visible.
Step 2: If you receive an enforcement action for orders delayed due to circumstances beyond your control, please submit an appeal.
You may be asked to include documentation that includes but is not limited to:
your carrier or logistics service provider's delay notice (with the name, warehouse address, and impact period)
proof of an attempted pick-up and/or drop-off,
the impacted order IDs with an enforcement action
View steps to submit an appeal through your Account Health Rating page here.
You may also submit an appeal for violations, related to impacted orders, through the Shop Performance Score page.
Refer to our guide on How to Appeal Your Shop Performance Score (SPS) for detailed steps.
Orders that have not been impacted must follow the standard Fulfillment SLA in our Fulfillment Policy.
Refer to our On-Time Delivery Rate Best Practices and FAQs for tips to improve your OTDR.

Added

This document outlines the On-Time Delivery Rate (OTDR) requirements on TikTok Shop. Sellers must comply with both this document and theFulfillment Policy when fulfilling orders on TikTok Shop.
What this metric measures
On-Time Delivery Rate (OTDR) is a shop-level metric that measures how often your orders are delivered by their designated deliver-by date. It represents the percentage of orders delivered on time out of the total orders expected to be delivered within a set timeframe.
Why it matters
Delivering by the deliver-by date meets customer delivery expectations. OTDR is one of the four core metrics used to evaluate your shop's fulfillment performance and shop health, alongside Valid Tracking Rate (VTR), Late Dispatch Rate (LDR), andSeller-Fault Cancellation Rate (SFCR). Your OTDR is included in your Shop Performance Score (SPS) calculation, so a higher OTDR helps improve your SPS, and falling short can lower it and trigger enforcement.
The requirement
Per the Fulfillment Policy, all shops must maintain an OTDR greater than or equal to 80%. This is a hard requirement. If a shop's OTDR falls below 80%, it may be subject to enforcement actions.
How it is calculated
OTDR = On-time deliveries / Orders to be delivered during the assessment period
An order is on time when the Logistics Service Provider (LSP) or carrier marks it Delivered on or before the deliver-by date. For Upgraded TikTok Shipping and Collection By TikTok orders, a "Late Delivery" status applies only if dispatch fails within the dispatch SLA, starting from June 2026. FBT orders are always counted as on-time deliveries. Worked example: 10 Upgraded TikTok Shipping orders; 7 delivered on time; 2 delivered late but dispatched on time; OTDR = (7 + 2) / 10 = 90%. Deliver-by SLA and deliver-by date: the deliver-by SLA runs from order creation to delivery; the deliver-by date is the deadline to be marked Delivered and is calculated from the Awaiting Shipment status. Deliver-by SLAs are in business days only; weekends and federal holidays do not count. The SLA varies by order type (Made-to-Order, Pre-Order, Backorder, Custom Handling Time carry longer SLAs). For virtual goods, prepare orders for customer redemption within 2 business days of the status changing to Awaiting Shipment.
What counts against you
An order lowers your OTDR when it is not marked Delivered by its deliver-by date within the assessment period. For Upgraded TikTok Shipping and Collection By TikTok orders (starting June 2026), a late delivery is counted only when dispatch fails within the dispatch SLA.
What does not count (exceptions)
Fulfilled by TikTok (FBT) orders: exempt; always counted as on-time deliveries.
Express Shipping orders: exempt from OTDR calculations.
Weekends and federal holidays: do not count toward your designated deliver-by SLA.
Enforcement: what happens if you miss the requirement
When your OTDR falls below the 80% requirement, enforcement actions may be taken under the Seller Enforcement Policy. The more OTDR violations a shop accumulates, the stricter the enforcement may become. If an OTDR enforcement is not appealed, the violation remains on your account record for 90 days and is then removed. Possible enforcement actions include:
Account Health Rating (AHR) point deductions.
Order volume limits.
Extended settlement periods.
These are examples and are not an exhaustive list.
How to monitor it in Seller Center
You can monitor your OTDR in two places in Seller Center:
Account Health, then Shop Performance Score: shows your 30-day OTDR.
Orders, then the Fulfillment Performance tab:shows your 7-day OTDR.
To check deliver-by dates, go to Manage Orders, open the Shipped tab, and look at the Seller Shipping column. To find orders that missed their deliver-by date, go to Manage Orders, click Filter, select Urgent, then Late Delivery, and click Apply.
How to improve
Use this checklist to protect your OTDR:
Choose a reliable logistics provider that consistently meets delivery timelines.
Use accurate product categories, since the deliver-by SLA depends on the order and product type.
Stay up to date on order statuses and follow up with carriers on any order at risk of missing its deliver-by date.
Monitor your OTDR on the Fulfillment Performance and Shop Performance Score pages so you can act early.
Keep inventory levels accurate and do not inflate inventory counts, which can lead to orders you cannot deliver on time.
Use Order Handling Capacity to extend dispatch deadlines for orders that exceed your daily capacity.
Consider Fulfilled by TikTok (FBT); FBT orders are not evaluated for OTDR and are always counted as on-time.
Appeals and evidence
Provide clear, verifiable, and original evidence; claims relying only on documents that cannot be independently verified are less likely to be accepted. Support your appeal with the order ID tied to the enforcement, the carrier tracking for that order ID, and any carrier notification describing the issue. Appeal rules:
Each OTDR enforcement can be appealed twice.
The initial appeal must be submitted within 30 days of the enforcement message.
If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of the initial appeal rejection.
Accepted scenarios and the evidence to prepare:
Service disruptions with carrier: carrier advisory emails matching the enforcement timeline; an official public notice covering affected areas and matching dates; or a list or screenshots of affected orders with tracking numbers plus tracking screenshots showing carrier-caused delays.
Order IDs marked as lost by carrier: lost or damaged claim documents or emails from the carrier with matching timeline and order IDs; or return, replacement, or refund logs with matching order IDs and dates.
Duplicate enforcement: Seller Center screenshots showing more than one OTDR enforcement for the same order ID; or screenshots showing an OTDR violation for the same order ID was already approved.
Wrongly classified as late delivery: each with a delivery timestamp, carrier tracking, customer confirmation, or delivery photos dated before the "Late delivery after" date.
TikTok Seller Center issues: screenshots of the system issue; screenshots of carrier scan within 1 business day of order creation (weekends and federal holidays excluded); screenshots of delivery on or before the "Late delivery after" date; or customer confirmation of delivery on or before that date.
Submit through your Account Health Rating page; you may also appeal impacted-order violations through the Shop Performance Score page.
FAQ
Common questions from sellers:
Where can I see my OTDR data? Your 30-day OTDR is on the Account Health, then Shop Performance Score page, and your 7-day OTDR is on the Orders, then Fulfillment Performance tab.
Where do I track deliver-by dates? Go to Manage Orders, open the Shipped tab, and check the Seller Shipping column.
How are business days counted? Deliver-by SLAs are in business days only; weekends and federal holidays do not count.
When does the deliver-by SLA start? It starts from the next business day after the order is placed.
Does OTDR affect my SPS? Yes. OTDR is included in your Shop Performance Score (SPS), so a higher OTDR helps your SPS.
How is OTDR different from LDR? LDR measures whether you dispatch orders on time; OTDR measures whether orders are delivered by their deliver-by date.
Which shipping services are accepted? Use accepted shipping services so tracking and delivery scans are recognized for OTDR.
What if weather or an unexpected disruption delays delivery? During widespread disruptions the standard SLAs may be temporarily extended; check your orders for updated SLAs before assuming an order is late, and appeal with carrier evidence if needed.