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Guide to the Fulfillment Performance Page

Captured: TikTok page date: Hash: ff25b90f3ac6

Creator TL;DR

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

The Fulfillment Performance page in Seller Center shows how well a shop is fulfilling orders. It covers average fulfillment time, key fulfillment metrics, and improvement tips. The page is used to monitor performance that can affect customer trust, Account Health Rating, and Shop Performance Score.

Key points

  • Find it in Seller Center under Orders > Fulfillment Performance.
  • Average fulfillment time is shown for 7 days and can be changed to 28 days.
  • The time picker only changes the Average fulfillment time module.
  • Metrics shown include OTDR, LDR, VTR, SFCR, plus unshipped order rate and out-of-stock cancellation rate.
  • OTDR and SFCR are part of SPS and Account Health Rating assessment.
  • Hover the ? icon to see metric definitions and the time window used.
  • Click View details to see orders with issues and problem products.
  • Trend charts compare your shop to the industry standard for your primary product category.
  • Improvement cards include dispatching orders on time, extending fulfillment SLA, backorder, FBT, and stock accuracy.
  • FBT orders are not counted toward fulfillment performance metrics.

Say / show

  • This page is an overview of fulfillment efficiency and performance.
  • Red means fulfillment efficiency dropped; green means it improved.
  • OTDR, LDR, VTR, and SFCR update weekly on Monday.
  • Unshipped order rate and out-of-stock cancellation rate update daily.
  • Use View details to identify issue orders and problem SKUs.
  • Verify current TikTok guidance on the source page before acting.

Do not say / show

  • Do not say the time picker changes the full metrics section.
  • Do not say all fulfillment metrics update on the same schedule.
  • Do not say FBT orders count toward fulfillment performance metrics.
  • Do not invent metric definitions or calculation rules beyond what the source says to refer to the Fulfillment Policy for details.
  • Do not add eligibility rules for Backorder beyond the linked source.

Violation risks

  • Misstating update timing could lead sellers to read stale metrics incorrectly.
  • Treating all metrics as the same time window could cause bad fulfillment decisions.
  • Saying FBT counts in metrics would mislead sellers about performance reporting.
  • Adding unsupported Backorder eligibility rules could create compliance confusion.

Who it affects

  • TikTok Shop sellers using Seller Center.
  • Creators or operators helping manage shop fulfillment.
  • US-based sellers using fulfillment SLA extension features.
  • Sellers considering Backorder, Custom Handling Time, or FBT.

Source notes

  • The source says to refer to the Fulfillment Policy for how metrics are calculated.
  • The source says Backorder eligibility must be checked on the linked eligibility page.
  • The source says to verify details in TikTok Seller Center before taking action.
  • The source text is about the Fulfillment Performance page, not a complete policy manual.

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.

Your fulfillment performance is a key component of your shop's overall health. It not only impacts customer experience and trust, but it also affects your shop's Account Health Rating and Shop Performance Score (SPS).We've built the Fulfillment Performance page in Seller Center (login required) to help provide an easy-to-read overview of your fulfillment efficiency and performance. On this page you can view:
  • Average fulfillment timelines (from order creation to delivery)
  • TikTok Shop fulfillment performance assessment metrics
In addition, you can see how your performance compares against industry standards and other shops in your category.

Where to find it

To see your Fulfillment Performance page, follow these steps:
  1. Go to Seller Center
  2. Click on Fulfillment Performance under Orders
To jump directly to your Fulfillment Performance, you can click here (Seller Center login required).

What you'll see

Here's an example of what your Fulfillment Performance page will look like:It has 3 main sections:
  • Average fulfillment time
  • Fulfillment performance metrics
  • How to improve fulfillment performance
Below is a breakdown of each section and the information it displays.

  1. Average Fulfillment Time

NOTE: Fulfillment time is measured in hours.The first section is called, Average fulfillment time. This section displays your average fulfillment processing time during a 7-day period (you can also adjust the time period to 28 days using the time picker).
You can use this section to get a bigger picture of how efficient your fulfillment processes are. You can compare your performance to industry standards or do a period-over-period comparison.

What do the green and red colors mean?

The Average fulfillment time not only displays performance metrics from the last 7 days (or 28 days), it also compares those metrics to the preceding 7-day period (or 28-day period).
Red = Your fulfillment efficiency dropped by X hours
Green = Your fulfillment efficiency improved by X hours
To toggle between 7 days and 28 days, you can use the time picker dropdown next to Date.NOTE:The time picker feature only applies to the Average fulfillment time module. It does not adjust the Fulfillment performance metrics section.

  1. Fulfillment Performance Metrics

The second section on the Fulfillment Performance page is the Fulfillment performance metrics module. This section provides overviews of all the metrics that TikTok Shop uses to assess a shop's overall fulfillment performance.
Key fulfillment performance metrics covered:Other supplementary fulfillment performance metrics covered:OTDR and SFCR are also part of the Shop Performance Score (SPS) and Account Health Rating assessment. That's why it's so important to continuously monitor your fulfillment performance metrics and strategize around new ways to improve efficiency.
To learn about how these metrics are calculated, please refer to our Fulfillment Policy.

Metric Cards Overview

  1. When you hover over the ? icon, you will be able to see the definition of the metric as well as the dates and timeframes that the data reflects.
  2. Each metric rate will be tagged with either a Good or Needs Improvement label. Note that different metrics update on different schedules.
These metrics update on Monday of every week:
    These metrics update on a daily basis:
      1. A snapshot of the formula will be displayed with the ratio of orders used to calculate each metric.
      2. Click View details to see an overview of orders with issues and problem products.

      Metric Performance Details

      By clicking on View Details on a specific metric card, you can see summaries for Orders with issues and Problem products.On this page, you'll be able to choose between looking at individual orders or at individual SKUs and identify where the core issues are for that metric. Using this page, you can track fulfillment issues and proactively work to correct them.
      • Late Dispatch Rate example
      • Seller-Fault Cancellation Rate example

      Metric Trend Chart

      By clicking on a specific metric card, the trend chart will update to show the selected metric within the designated time period. This feature provides a visual of performance trends, so that you can see how your fulfillment performance is trending.
      On the trend chart, there will be two lines.
      • The solid teal line will indicate your performance trend for that specific metric.
      • The dotted gray line indicates the industry standard performance for the primary product category of your shop.
      To see more detailed information about a specific day, simply click on the chart line associated with the date. Once you click, you'll see more details about your metric for that day.

      1. How to Improve Fulfillment Performance

      The final section is dedicated to providing helpful information and tips for improving your overall fulfillment performance.
      Each improvement card offers actionable suggestions for how you can improve your fulfillment efficiency.
      • Dispatch orders on time: Highlights orders that require urgent action.
        • Orders that will exceed the dispatch SLA within 24 hours
        • Orders that have already exceeded the dispatch SLA
        • Orders that could be canceled within 24 hours due to late dispatch
      • Extend your fulfillment SLA (for sellers based in the US only): Shows your on-time and late delivery data from the past 30 days. It also has two buttons that you can choose to click.
      • Backorder: enable eligible sellers to directly activate the Backorder feature
        1. Sellers must meet all the eligibility requirements as detailed on the page, per the https://seller-us.tiktok.com/university/essay?knowledge_id=6719693841286958#EBF200CD
        2. Click Enable now on the page to reactivate the Backorder or Custom Handling Time feature.
      • Activate Fulfilled by TikTok (FBT): FBT is a service that takes care of storage, packing, and delivery, so you can focus on sales. FBT orders are not counted towards fulfillment performance metrics.
      • Manage stock accurately: Review your Manage your stock page and make sure your set inventory levels are based on actual stock or expected restocks. This helps avoid cancellations or shipping delays and maintain a good performance record.
      To learn more about how to improve your fulfillment efficiency, check out the Best Practices for Order Fulfillment guide.

      Fulfillment Performance Page FAQs

      When do the metrics update?Different metrics update on different schedules. Here's a breakdown of which metrics update on what schedule.
      These metrics update on Monday of every week:
      These metrics update on a daily basis:

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