Requirements for Invalid Seller Rejection Rate (ISRR) Metric
Captured: TikTok page date: Hash: bd1a4a2a161a
Creator TL;DR
AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
TikTok Shop says ISRR tracks unsuccessful aftersales dispute handling and should be kept at 20% or lower. It applies only when minimum weekly request thresholds are met, is checked weekly, and can trigger warnings or platform-managed review if it exceeds the threshold. Sellers can monitor ISRR in Seller Center and appeal individual aftersales decisions, not the metric itself.
Key points
ISRR measures rejected aftersales requests later found valid for the buyer.
Goal: keep ISRR at 20% or lower.
Calculated weekly and refreshes every Sunday.
Applies only if there are at least 5 seller-reviewed aftersales requests and 5 requests turned down by dispute escalation in the week.
Included request types: refund-only, return and refund, replacement or reshipment, exchange.
Not included: cancellation requests, platform-mandated refunds, platform-reviewed requests.
First violation: warning via Seller Center and email.
Second violation: platform-managed review for refund-only requests for up to one month (4 rolling weeks).
Subsequent violations: warning and another one-month platform-managed review if ISRR stays below the threshold.
You can appeal individual aftersales decisions within 30 calendar days with supporting evidence.
Track status in Seller Center, including Orders > Manage Returns and Analytics > Post Purchase > Return & Refund.
Say / show
ISRR is a weekly aftersales quality metric.
Keep ISRR at 20% or lower.
Check eligibility thresholds before using the metric.
Use Seller Center to monitor resolved orders and metric status.
Appeal individual aftersales decisions with evidence within 30 calendar days.
Do not say / show
ISRR applies to all aftersales requests.
Cancellation requests count toward ISRR.
Platform-mandated refunds count toward ISRR.
You can appeal the ISRR metric directly.
All disputes are automatically platform-managed after the first violation.
Auto-approval settings are required by this source.
Violation risks
Warning notification through Seller Center and email.
Platform-managed review of refund-only requests for up to one month (4 rolling weeks).
Automatic review and decision-making on refund-only requests during platform-managed review.
Need to verify current enforcement details against the TikTok source before acting.
Who it affects
TikTok Shop sellers with aftersales requests.
Sellers whose weekly activity meets the minimum threshold for ISRR calculation.
Sellers whose ISRR exceeds 20%.
Sellers reviewing refund-only requests that may enter platform-managed review.
Source notes
Verify all requirements, thresholds, and enforcement steps against the TikTok source before acting.
The source text references both April 26 enforcement language and a page date of 2026-06-03; do not infer any additional timing rules beyond the source text.
The source mentions seller flexibility tools and auto-approval settings, but this summary only includes what the source explicitly states.
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.
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.
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:
"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
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