AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
This guide explains how to monitor and improve your 24-hour response rate in TikTok Shop, including where to find the metric, how to use chat tools, what counts as a valid response, and when violations or appeals may apply.
Key points
Check 24-Hour Response Rate in Seller Center > Customer Messages > Service Analytics > Shop Performance > 24h Response Rate.
Use AI Recommended Replies, Customer Insights, and High Priority Folder to respond faster.
Enable Chatbot, FAQs, notifications, and Saved Replies to reduce workload.
Reply to customer-initiated chats within 24 hours to count as answered.
Mark spam as 'no response needed' so it does not affect the metric.
Use Holiday Mode if you will be unavailable for an extended period.
Small talk like 'Hi' or 'Hello' does not count as a valid response.
If the rate drops below 90%, you will receive a warning; below 85%, further enforcement may occur.
Appeals may be available for abusive/spam/irrelevant messages, system bugs, and force majeure events.
Before appealing, check 'Late response' and 'No response' chats and gather evidence.
Say / show
Respond to messages daily and turn on notifications.
Use chatbot and FAQ tools for common questions.
Close completed chats.
Mark spam with 'Mark as no response needed'.
Track the metric regularly.
Appeal with evidence if an eligible issue affected your rate.
Verify details against the TikTok source before acting.
Do not say / show
Do not ignore messages.
Do not rely only on automated responses.
Do not assume small talk counts as a valid response.
Do not leave weekend messages unanswered when Chatbot is on; respond by Monday 12 PM local time.
Do not forget Holiday Mode if you will be away for an extended period.
Violation risks
Missing the 24-hour reply window can lower the 24-Hour Response Rate.
Below 90% may trigger a warning.
Below 85% may lead to additional enforcement actions.
Unanswered chats forwarded from Chatbot still count toward the metric if not handled in time.
Who it affects
Sellers using TikTok Shop customer messages.
Sellers using Chatbot.
Sellers who receive customer-initiated chats on weekends or holidays.
Sellers seeking to appeal response-rate violations.
Source notes
The source says to refer to the Customer Service Policy, Requirements for the 24-Hour Response Rate Metric, and Seller Enforcement Policy for related rules.
Weekend handling is described for sellers using the Chatbot and mentions Monday 12 PM local time.
Automated replies help manage messages, but the source says they are not counted as responses.
Verify against the TikTok source before taking action, since policy and enforcement details may change.
Confidence: high · Model: gpt-5.4-mini · Prompt: creator-policy-summary-v1
Readable Policy Copy
Captured policy content rendered without TikTok navigation, scripts, tracking markup, or page chrome. Source: article-html.
In this guide, you will learn about:
Tools for faster and smarter response
Customer service best practices
For details on related policies, enforcements, and appeal requirements, please refer to:
You can check your 24-Hour Response Rate as follows: Seller Center > Customer Messages > Service Analytics > Shop Performance > 24h Response Rate
Tools for Faster and Smarter Response
AI Recommended Replies: During a chat, the system will offer real-time reply suggestions based on the customer's message. These automated suggestions help sellers craft meaningful, high-quality responses, improving customer satisfaction. The feature is auto-enabled for all sellers, so you can start using it immediately.
Customer Insights: To give sellers more context about each customer, the chat workbench displays useful information such as contact history, sentiment, order activity, and engagement. These insights help sellers prioritize messages and respond more effectively, improving the overall customer experience.
High Priority Folder: Chats will be organized to highlight your most important messages. For example, frequent shoppers, high-value orders, or customers showing negative sentiment may appear here. This can help you prioritize your responses!
Stay on top of incoming messages. Check your Customer Messages daily and enable notifications so you never miss a message.
Use automated tools to ease your load. Enable Chatbot and Frequently Asked Questions (FAQs) to resolve common question, like estimated delivery dates, when customers enquire. This will help reduce your message load. Learn how to set up your Customer Service Chat Assistant and Saved Repliesto improve your service efficiency!
Close completed chats.
File spam away. Click on the "Mark as no response needed" icon for spam messages, so they do not affect your response rate.
Ignoring messages. The 24-hour rule applies every day, except when the Chatbot is turned on or if the message is received on a weekend. In that case, messages received over the weekend must be responded to by Monday 12 PM local time to count toward the 24-hour response rate. Failing to reply within this time frame can lower your 24-Hour Response Rate. If you will not be available for an extended period, consider using "Holiday Mode". This will temporarily close your shop and pause customer enquiries. Refer to this guide for more information about Holiday Mode. Ignoring messages on holidays.
The 24-hour rule applies every day, regardless of your shop’s operating hours. For sellers using the Chatbot, weekend messages are excluded from the 24-hour rule but must be answered by Monday 12 PM local time. Failing to reply within these time frames can lower your 24-Hour Response Rate. If you will be unavailable for an extended period, consider using “Holiday Mode” to temporarily close your shop and pause customer inquiries. Refer to this guide for more information about Holiday Mode.
Avoid relying solely on automated responses. The Chatbot will not be able to resolve every question from your customers. If it encounters a question it is unable to answer, it will forward the chat to you for resolution. You must answer these question within 24 hours (except for weekends when using the Chatbot) because they count towards your 24-Hour Response Rate!
Replying with smalltalk only (e.g., “Hi” or "Hello"). These messages will not count as valid responses in your 24-hour response rate calculation.
What if my 24-Hour Response Rate falls below 90%?
If your 24-Hour Response Rate falls below 90%, you will receive a warning. If it falls below 85%, additional enforcement actions may be taken. You can appeal these violations if your 24-Hour Response Rate is affected by the following:
Customer messages that are abusive, spam or irrelevant to shopping on TikTok Shop.
Tip: Casual greetings like "Hi!" and vague messages are not considered irrelevant and still require a response from you! If you feel they are spam or do not require a reply, click the "Mark as no response needed" icon.
System bugs when using the Shop Chat tool.
Force majeure events that severely impact your shop operations. This includes unforeseen incidents like fires or natural disasters.
TIP! Before appealing your violation, always check your chats marked under "Late response" or "No response". Gather evidence showing why you were not able to reply to them in time. Head over to Service Analytics > All chats > Late response OR No response to check these messages.
When does the 24-hour countdown to respond to customers' messages start?The 24-hour countdown starts from the moment a customer initiates a chat with you. Make sure to respond within 24 hours for the chat to be counted as answered. My shop is closed on weekends and holidays. Do messages sent on these days count toward my 24-Hour Response Rate?
These messages will NOT count towards your 24-Hour Response Rate if your shop is in "Holiday Mode" during weekends and holidays.
However, they WILL count if your shop is not in "Holiday Mode" during these days. This metric applies to all customer-initiated chats you receive from Monday through Sunday, regardless of weekends, holidays, and your business/working hours.
If the Chatbot is turned on, sellers must respond to any messages sent over the weekend (Saturday 12AM – Sunday 11:59PM local time) by 12PM local time on Monday.
Can automated replies (e.g., Chatbot, FAQ Library) help improve my response rate?
No, automated replies are not counted in your 24-Hour Response Rate. That is not to say they are not helpful! They are very useful in quickly addressing frequently asked question, which in turn reduces the number of messages that actually require your attention.