AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
TikTok Shop requires sellers to keep Seller-Fault Cancellation Rate (SFCR) at 2.5% or below. SFCR tracks cancellations caused by the seller, affects shop health and performance, and can trigger enforcement if it goes over the limit. Sellers should monitor SFCR in Seller Center, keep inventory/pricing accurate, upload required compliance documents, and use eligible fulfillment tools to reduce seller-fault cancellations.
Key points
SFCR measures confirmed orders canceled due to seller fault.
Required level: SFCR must be less than or equal to 2.5%.
If SFCR exceeds 2.5%, enforcement actions apply.
SFCR affects Shop Performance Score and fulfillment/shop health metrics.
Monitor SFCR in Seller Center under Account Health > Shop Performance Score or Orders > Fulfillment Performance.
Counted against SFCR: out-of-stock, pricing error, missing authenticity certificate, auto-cancellation for no valid tracking within SLA, product recall, unpaid postage, counterfeit label issues.
Exceptions: creator sample orders and Fulfilled by TikTok (FBT) orders.
Appeals are allowed for SFCR enforcement, with specific timing and evidence rules.
Use inventory accuracy, correct pricing, compliant listings, compliance uploads, and eligible fulfillment tools to reduce SFCR.
Say / show
Keep SFCR at or below 2.5%.
Track SFCR in Seller Center regularly.
Use accurate inventory and pricing to avoid seller-fault cancellations.
Upload required compliance documents on time.
Consider FBT if eligible, since FBT orders are excluded from seller-fault cancellation counts.
If appealing, provide clear, verifiable, original evidence tied to the order ID and timeline.
Verify details against the TikTok source before taking action.
Do not say / show
Do not claim creator sample orders count against SFCR.
Do not claim FBT orders count as seller-fault cancellations.
Do not say the enforcement list is exhaustive.
Do not invent appeal evidence requirements beyond the source text.
Do not say this page alone overrides the Fulfillment Policy or Seller Enforcement Policy.
Violation risks
Enforcement actions when SFCR exceeds 2.5%.
Possible AHR point deductions, decreased visibility, extended settlement period, or order volume limits.
TikTok Shop may remove product listings, revoke product-selling access, or issue refunds.
Severe cases may lead to temporary shop suspension or permanent shop deactivation.
Repeated violations can lead to stricter enforcement.
Who it affects
TikTok Shop sellers.
Shops with confirmed orders in the evaluation period.
Sellers using fulfillment, shipping, inventory, pricing, or compliance processes.
Sellers eligible for or using FBT, Backorder, Custom Handling Time, or Order Handling Capacity.
Source notes
The source says sellers must comply with this document and the Fulfillment Policy.
The source says enforcement examples are not exhaustive.
Appeals must be submitted through the Appeals section in the Seller Enforcement Policy.
Verify the TikTok source and related policies before acting, since this summary is based only on the provided page text.
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.
This document outlines the Seller-Fault Cancellation Rate (SFCR) requirements on TikTok Shop. Sellers must comply with both this document and the Fulfillment Policy when fulfilling orders on TikTok Shop.
What this metric measures
Seller-Fault Cancellation Rate (SFCR) is the percentage of confirmed orders in an evaluation period that were canceled due to the seller's fault. It measures the quality of your fulfillment process and product shipping.
Why it matters
A high rate of seller-fault cancellations signals problems with the efficiency and quality of your fulfillment process. SFCR is one of the four core metrics used to evaluate your shop's fulfillment performance and shop health, alongside Valid Tracking Rate (VTR), Late Dispatch Rate (LDR), andOn-Time Delivery Rate (OTDR). SFCR directly impacts your Shop Performance Score (SPS): your fulfillment and logistics performance is calculated using OTDR and SFCR, so a strong SFCR helps improve your overall SPS.
The requirement
Per the Fulfillment Policy, all sellers must maintain a Seller-Fault Cancellation Rate less than or equal to 2.5%. This is a hard requirement. When a shop's SFCR exceeds 2.5%, enforcement actions are imposed.
How it is calculated
Seller-Fault Cancellation Rate = Number of orders canceled due to seller's fault / Number of all orders in the To Ship - Awaiting Shipment stage in that period Confirmed orders are those with the To Ship - Awaiting Shipment status; find them on the Manage Orders page using the To Ship - Awaiting Shipment filter. Worked example: 200 orders in the To Ship - Awaiting Shipment stage; 10 non-FBT orders canceled by the seller or auto-canceled due to the issues below; 10 / 200 = 0.05; 0.05 x 100 = 5%; SFCR = 5%.
What counts against you
The following cancellation scenarios are attributed to the seller and count against SFCR:
Out of stock cancellation.
Pricing error cancellation.
Failure to provide certificate of authenticity.
Auto-cancellation due to no valid tracking number within SLA.
Product recall.
Unpaid postage or counterfeit label issues.
Note: Item 3 (failure to provide certificate of authenticity) applies only to pre-owned luxury products.
What does not count (exceptions)
Creator sample orders: not included in SFCR calculations.
Fulfilled by TikTok (FBT) orders: receive complete order protection; counted in the total number of confirmed orders, but excluded from the number of orders canceled due to the seller's fault.
Enforcement: what happens if you miss the requirement
When your SFCR exceeds 2.5%, enforcement actions are imposed under the Seller Enforcement Policy, and the more SFCR violations a shop accumulates, the stricter the enforcement becomes. Enforcement escalates sharply in the severe case:
Standard violation (SFCR above 2.5%): AHR point deductions, decreased visibility, extended settlement period, or order volume limits; TikTok Shop may also remove product listings, revoke your access to offer products for sale, or issue refunds to customers.
Severe case (cancellation rate of 90% or higher due to seller-fault reasons, with no delivery, over 30 or more days): enforcement for failing to fulfill orders may include temporary shop suspension or permanent shop deactivation.
These are examples and are not an exhaustive list.
How to monitor it in Seller Center
You can monitor your SFCR in two places in Seller Center:
Account Health, then Shop Performance Score: shows your 30-day SFCR.
Orders, then the Fulfillment Performance tab: shows your 7-day SFCR.
How to improve
Use these actions to reduce seller-fault cancellations:
Maintain accurate inventory levels and do not inflate inventory counts, so you avoid cancellations caused by stock shortages or delayed shipments.
Set the correct price on every listing to avoid cancellations caused by pricing inaccuracies.
Keep listings accurate and compliant, and upload any required compliance documents to the Qualification Center on time.
Consider Fulfilled by TikTok (FBT), since FBT orders are exempt from SFCR.
Use seller fulfillment tools if you are eligible:
Backorder: extend handling time by 3 to 15 days for items that are temporarily out of stock.
Custom Handling Time: extend handling from 2 up to 7 business days for items that need extra preparation.
Order Handling Capacity: set a daily maximum order count to extend your dispatch SLA and pace order surges.
Appeals and evidence
Provide clear, verifiable, and original evidence; claims relying only on documents that cannot be independently verified are less likely to be accepted. If you believe your SFCR is inaccurate, you can request an appeal. Appeal rules:
Each SFCR enforcement can be appealed twice.
The initial appeal must be submitted within 30 days of the enforcement message.
If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of the initial appeal rejection.
Accepted scenarios and the evidence to prepare:
Customer-related issues: communication screenshots showing the customer requested cancellation, requested a delayed shipment, or did not respond in time, with the order ID visible in the same screenshot.
Order dispatched before the auto-cancellation cut-off SLA: both a Seller Center screenshot of the order auto-cancellation SLA and an LSP tracking-node screenshot showing the "Package Awaiting Pickup Time" is earlier than the auto-cancellation SLA.
Logistics Service Provider liability (Seller Shipping): a carrier screenshot or official document with the vendor's company name, impact period, impacted order count, impacted tracking IDs, and seal or signature; carrier communication showing their fault; or an official statement with a verifiable link.
Technical issue on the TikTok Shop platform: a dated system-error screenshot matching the violation timeline; communication with the TikTok product team confirming a system error; or TikTok Shop's official maintenance or anomaly notifications. The issue must persist until after the auto-cancellation SLA cut-off.
Seller ERP or ISV technical issue: a dated system-error screenshot; or an ERP or ISV vendor document confirming their system error, with company names, impact period, impacted order count, and seal or signature.
Test orders: screenshots of test orders placed from the customer side, each showing order ID, placement date, customer name, and testing intent, plus a brief explanation of why the seller canceled; test orders must not exceed 30.
To appeal, visit the Appeals section in the Seller Enforcement Policy.
FAQ
Common questions from sellers:
What are auto-cancellation SLAs? If you do not upload a valid tracking number within the auto-cancellation SLA, the order is automatically canceled and counts as a seller-fault cancellation. Keep tracking updated before the cut-off to avoid this.
What if I believe my SFCR is inaccurate? You can request an appeal. See the Appeals and evidence section above for the accepted scenarios and the documentation to prepare.
How do I improve my SFCR? Keep inventory and pricing accurate, keep listings compliant, consider FBT, and use fulfillment tools such as Backorder, Custom Handling Time, and Order Handling Capacity. See How to improve above.
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