Policy AdvisorPolicyTikTok Source

How to Appeal Your Shop Performance Score (SPS) Metrics

Captured: TikTok page date: Hash: 98048da92a89

Creator TL;DR

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

TikTok Shop sellers can appeal certain SPS metrics directly in Seller Center if they think the issue was caused by something outside their control and they have evidence. Appeals are reviewed in Seller Center, and approved metrics are corrected automatically.

Key points

  • Appeals can be started without support-team help if the issue was outside the seller’s control and evidence is available.
  • The appeal flow is: submit appeal, TikTok moderation reviews, metric is corrected if approved, SPS updates automatically.
  • Feature location: Seller Center > Account Health > Shop Performance.
  • Available entry points include the SPS main page Appeal Center, Submit an appeal ticket, and the SPS Diagnosis Page appeal orders.
  • You can appeal these metrics: NBFR, NRR, SFCR, OTDR, AHT, and IM Dissatisfaction Rate.
  • A ticket can include a single order or multiple orders for the same reason, up to 30 orders.
  • Appeal status is shown in Appeal Center via the Detail button.
  • Each order can be appealed 3 times for the same metric; after 3 failed attempts, the entry may be closed.

Say / show

  • Appeal if the metric was impacted by an issue outside your control.
  • Upload accurate and complete supporting evidence.
  • Use the reason that best matches the situation.
  • Check appeal status in Appeal Center.
  • Up to 30 orders can be included in one ticket if they share the same reason.
  • Verify the TikTok source before acting, since rollout timing and process details can change.

Do not say / show

  • Appeal for issues you cannot support with evidence.
  • Assume every seller already has access; the feature is being rolled out in phases.
  • Say the metric will update immediately; the source says approval/correction takes about 1 business day after review.
  • Say orders can be appealed unlimited times; the source says 3 attempts per metric per order.
  • Add more than 30 orders to one ticket.

Violation risks

  • Submitting appeals without the correct reason or evidence may reduce success chances.
  • After 3 failed appeal attempts for the same metric on an order, the appeal entry may be closed.
  • Incorrect or incomplete supporting materials can hurt the appeal outcome.

Who it affects

  • TikTok Shop sellers with SPS-related metrics in Seller Center.
  • Sellers whose SPS metrics may have been affected by buyer mistakes, logistics problems, or system errors.
  • Orders tied to the listed appeal metrics.

Source notes

  • The feature is described as rolling out in phases and was stated to be available to all sellers by end of March 2026 in the source text.
  • Review time is given as about 3 business days, and correction after approval is about 1 business day in the source text.
  • Please verify details against the TikTok source before taking action.

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. You can start an appeal without help from the support team if:
• You believe a metric was impacted by an issue outside of your control.
• You have evidence to prove the responsibility is not yours.
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 a critical role by impacting:
• Shop visibility.
• Buyer trust.
• Overall business success.
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 metics 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.

3 ways to access the SPS Appeal feature:

Entry Points 1 & 2: Shop Performance Score (SPS) Main Page

  1. Top right corner [Appeal Center].
  2. Bottom of the page [Submit an appeal ticket].

Entry Point 3: SPS Diagnosis Page

  1. [Appeal orders] in the order list page.

Submit a new appeal ticket or check on your appeal status

Once you have 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:

1. Click "Submit new appeal"

in the top right corner

2. Select the appeal metrics

3. Select the reason for appeal

4. 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.

5. 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?

Product Non-Buyer Fault Return & Refund Rate (NBFR)

Product Negative Review Rate (NRR)

Seller Fault Cancellation Rate (SFCR)

On-Time Delivery Rate (OTDR)

Aftersales Handling Time (AHT)

In-app Message (IM) Dissatisfaction Rate

Check the status of your appeal

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.Appeal Checklist.
To improve your chances of a successful appeal:
• Choose the correct reason: Select the reason that most accurately reflects your situation.
• Prepare required evidence: Make sure all supporting materials are accurate and complete before submitting.
• Check your submission: You have a maximum of 3 appeals for the same metric on an order. Use them wisely.

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 may be closed).

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