Policy AdvisorPolicyTikTok Source

Review Policy

Captured: TikTok page date: Hash: 743c3b8d5f52

Creator TL;DR

AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.

TikTok Shop says sellers must not pay, reward, pressure, or manipulate customers to leave reviews. Sellers also must not use review management services, redirect reviews off platform, or abuse the review process. Negative reviews matter for seller performance, and TikTok may enforce violations with actions up to selling privilege suspension.

Key points

  • Do not offer rewards for reviews.
  • Do not use review management services.
  • Do not unfairly influence reviews.
  • Do not redirect buyers away from leaving reviews on TikTok Shop.
  • Do not repeat-review requests or reveal customer personal info in review responses.
  • Monitor negative reviews and negative review rate (NRR).

Say / show

  • Follow TikTok Shop’s review rules and best practices.
  • Use the official TikTok Shop Incentivized Review feature when applicable.
  • Report incorrect, invalid, or abusive reviews through Seller Center.
  • Review and respond to customer feedback without violating Community Guidelines.
  • Check the source policy before taking action.

Do not say / show

  • We can pay for positive reviews.
  • We can offer discounts, refunds, gift cards, or free products for reviews.
  • We can ask only happy customers to review.
  • We can ask customers to remove or change reviews.
  • We can use a service that trades rewards for reviews.
  • We can move review conversations to customer service instead of TikTok Shop.

Violation risks

  • Enforcement action
  • Violation points
  • Selling restrictions
  • Immediate selling privilege suspension
  • Removing product listings
  • Removing selling privileges

Who it affects

  • Sellers on TikTok Shop
  • Creator-community operators managing shop reviews or customer feedback

Source notes

  • The source says the official TikTok Shop Incentivized Review feature is an exception to the no-rewards rule.
  • The source says sellers may be notified if their NRR subjects them to potential enforcement.
  • Verify details against the TikTok source before acting.

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.

Key Takeaways
  • Do not offer rewards for reviews.
  • Do not use review management services.
  • Do not unfairly influence reviews.
This policy outlines the requirements sellers must follow regarding customer product reviews on TikTok Shop.

Customer Reviews

Customer reviews are essential in guiding purchasing decisions and allowing customers to make informed choices.
• Positive reviews enhance your shop’s reputation, which can lead to increased sales and encourage repeat business.
• Negative reviews can damage your shop’s reputation and reduce future purchases.

Requirements for Reviews

Incentives and Persuasion Practices

Sellers must not offer rewards to persuade anyone to leave a product review. Violations may result in enforcement action. This rule applies to any communication method, such as buyer messages, short videos, or LIVEs. Prohibited rewards include, but are not limited to:
  • Money or gift cards
  • Free products
  • Discounts, refunds, rebates, or reimbursements
  • Any other form of incentive
This restriction does not apply when using the official TikTok Shop Incentivized Review feature.

Unfairly Influencing Reviews

Sellers must not attempt to unfairly influence reviews. Attempts to do so may result in violation points and selling restrictions. Prohibited actions include, but are not limited to:
  • Discouraging customers from leaving reviews
  • Requesting that customers change or remove reviews
  • Selectively asking for reviews only from satisfied customers
  • Offering rewards to influence reviews
Please refer to our Customer Review Requests Best Practices and FAQs to learn more.

Review Management Services

Sellers must not use customer review services to persuade a positive or negative review for their products or for competitors' products. Sellers who use such services may face immediate selling privilege suspension. Customer review services offer rewards in exchange for writing product reviews.Sellers must not list or sell any product review services. This involves selling the service of providing reviews instead of selling actual physical products.

Abusive Behaviors

Sellers must not engage in the following abusive behaviors, which may result in enforcement action:
  • Make repeated requests to customers to leave a review on an order.
  • Respond to reviews in a manner that violates Community Guidelines or reveals personal information about customers.

Redirect Reviews Off Platform

Sellers must not redirect reviews to other feedback channels, such as asking buyers to contact customer service instead of posting a review. Doing so may result in enforcement action.

Negative Reviews

When customers make a purchase on TikTok Shop, they can leave a review reflecting their experience and satisfaction. A rating of 1-2 stars out of 5 is considered a negative review.

Negative Review Rating

The Negative Review Rate (NRR) is the total number of 1- and 2-star product reviews divided by the total number of orders delivered over the last 60 calendar days. Sellers must maintain a low NRR, and will be notified if their NRR subjects them to potential enforcement. This includes addressing issues related to the 3 different categories of negative reviews:
  1. Product-Related Negative Reviews
  2. Logistics-Related Negative Reviews
  3. Service-Related Negative Reviews
Please refer to our Customer Reviews and Why They Matter article for more information on negative reviews and NRR.

Enforcement Actions and Appeals

We regularly review your shop’s compliance with this policy. If any violations are identified, TikTok Shop may take enforcement action at our sole discretion. Actions may include 1 or more of the following:
  • Removing product listings
  • Assigning violation points
  • Removing selling privileges
For more information on enforcement actions, refer to our Seller Enforcement Policy.If you would like to appeal an enforcement action, visit the Appeals section of our Seller Enforcement Policy for guidance on how to proceed.Reporting Violations and AbuseIf you wish to report a review as incorrect, invalid, or abusive, you may do so through the Product Ratings page in Seller Center. Please refer to our policy guide, How To Remove Invalid Or Incorrect Customer Reviews. This guide details the reporting process and the types of reviews you can report. We will investigate your report and take appropriate actions.

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