AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
TikTok Shop sellers can appeal certain Shop Performance Score (SPS) metrics directly in Seller Center if they believe the issue was caused by something outside their control or have evidence that it was not their fault. Appeals go through Seller Center review, and approved appeals update the metric and SPS automatically.
Key points
Appeals are submitted in Seller Center > Account Health > Shop Performance.
The feature is rolled out in phases and is stated to be available to all sellers by end of March 2026.
You can access the Appeal Center from the SPS main page or the SPS Diagnosis page.
A ticket can include a single order or multiple orders for the same reason, up to 30 orders per ticket.
Each order can be appealed up to 3 times for the same metric.
Supported appeal metrics listed in the source are: NBFR, NRR, SFCR, OTDR, AHT, and IM Dissatisfaction Rate.
After submitting, you can check appeal status from the Appeal Center ticket detail page.
Say / show
Submit appeals directly in Seller Center without support team help.
Use the correct appeal reason and upload accurate, complete evidence.
Review documentation carefully before submitting to improve approval chances.
Check ticket status in the Appeal Center detail view.
Do not say / show
Do not say every metric is appealable; only the metrics listed in the source are.
Do not say an appeal can include unlimited orders; the source says up to 30 orders per ticket.
Do not say an order can be appealed indefinitely; the source says up to 3 times for the same metric.
Do not claim faster or different review times than the source states.
Do not invent extra eligibility rules or evidence requirements not present in the source.
Violation risks
Submitting the wrong appeal reason or incomplete evidence may reduce approval chances.
Appealing the same order/metric more than 3 times is not allowed per the source.
Using unsupported assumptions about eligibility, timing, or metrics could mislead sellers.
Who it affects
TikTok Shop sellers who see SPS Appeal in Seller Center.
Sellers whose SPS metrics may have been affected by buyer mistakes, logistics problems, or system errors.
Operators helping sellers prepare or track SPS appeals.
Source notes
Verify this summary against the TikTok source before acting, since feature availability and process details can change.
This summary only reflects the provided source text and does not add any unstated TikTok requirements.
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.
Overview
The Shop Performance Score (SPS) Appeal feature allows sellers to directly submit appeals for SPS-related metrics in Seller Center. If you believe a metric was impacted by an issue outside of your control—or you have evidence to prove the responsibility is not yours—you can now start an appeal directly in Seller Center without help from the support team. The appeal process follows a full review loop: Seller submits appeal > TikTok moderation reviews (~3 business days) > Metric is corrected (if approved, ~1 business day) > SPS score updates automatically.
Why Does the SPS Appeal Feature Matter?
SPS plays an important role in shop visibility, buyer trust, and driving overall business success. That's why maintaining a strong SPS score is such a big deal. However, we know that sometimes SPS drops are caused by issues unrelated to the seller—such as buyer mistakes, logistics problems, or system errors. The new SPS Appeal feature allows sellers to take action directly to address SPS metrics that they believe are incorrect.
Where can I check if the SPS Appeal feature is available for me?
If the SPS Appeal feature is available for you, you will find it by logging in to Seller Center>Account Health > Shop Performance. Take note that this feature is being rolled out in phases, and will be available to all sellers by end of March 2026.
Submit an Appeal Ticket button at the bottom of the page
Entry Point 3: SPS Diagnosis Page
Appeal Orders button at the top of the order list page
Submit a new appeal ticket or check on your appeal status
Once you've clicked into the Appeal Center, you will find a list of submitted orders and appeal tickets on the main page.
How to submit a new appeal ticket:
Click 'Submit new appeal'
in the top right corner
Select the appeal metrics
Select the reason for appeal
Select the order(s) to appeal
Please note, it can be a single order or multiple orders for the same reason. There can be up to 30 orders in one ticket.
Fill out the appeal information and upload the evidence for appeal
How do I select appeal reasons and what materials do I need to upload?
Please choose the correct appeal reason and make sure all supporting materials are accurate and complete before submitting. Each order can be appealed up to 3 times for the same metric. If all three appeals are unsuccessful, the appeal option for that metric on that order will close, and no further appeals can be submitted. To improve your chances of approval, review your documentation carefully before submitting.
From the Appeal Center page, click the Detail button of any submitted tickets listed on the page, the appeal status view page for that ticket will display the review status and the detailed appeal content of the ticket. Allow up to 3-4 business days for this process.
Frequently Asked Questions (FAQs)
How many times can I submit the same appeal?
Each order can only be appealed 3 times for the same metric(Please note: after 3 failed appeal attempts, the appeal entry for the corresponding metric of the order will be closed).
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