Requirements for Invalid Seller Rejection Rate (ISRR) Metric
Captured: TikTok page date: Hash: f66f00324fad
Creator TL;DR
AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
TikTok’s Invalid Seller Rejection Rate (ISRR) measures how often a seller’s rejected aftersales requests are later found to be invalid. Sellers must keep ISRR under 20% overall, with a stricter under-30% threshold for Refund-only and Return and Refund requests. ISRR is checked weekly over a rolling 8-week window. If thresholds are exceeded, TikTok can warn the seller and require platform-managed review for affected requests.
Key points
ISRR is based on seller-reviewed aftersales requests later judged invalid.
ISRR is evaluated weekly using a rolling 8-week window.
Overall ISRR must stay under 20%.
Refund-only and Return and Refund requests must stay under 30%.
If thresholds are exceeded, TikTok can trigger a warning.
High ISRR can cause platform-managed review for eligible requests.
Sellers can appeal the underlying platform-initiated after-sales decisions, not the ISRR metric itself.
Say / show
Keep ISRR under 20% overall.
Keep Refund-only and Return and Refund ISRR under 30%.
Monitor ISRR in Seller Center under Analytics > Post Purchase > Return & Refund.
Use the weekly rolling 8-week dashboard to track performance.
Expect platform review if thresholds are exceeded.
Do not say / show
ISRR can be appealed directly.
All aftersales reasons count toward ISRR.
Logistics-related reasons count toward US ISRR.
Malicious Buyer/Buyer Abuse cases count toward US ISRR.
High Value Buyers - Platform Judgement cases count toward US ISRR.
Violation risks
Warning at 20% or higher overall ISRR.
Mandated platform review for eligible requests if thresholds are exceeded.
Possible review escalation on specific return requests in high-ISRR cases.
Sellers with Refund-only or Return and Refund requests.
Sellers monitoring aftersales decision quality in Seller Center.
Source notes
Verify these requirements against the TikTok source before acting.
ISRR applies only when both the numerator and denominator are greater than 10.
Source text says eligible platform-initiated after-sales decisions may be appealed, but the ISRR metric itself cannot be appealed.
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 Points
Invalid Seller Rejection Rate (ISRR) measures the percentage of eligible seller-reviewed aftersales requests in which the seller’s rejection is later determined to be invalid.
An Overall ISRR of 20% or higher triggers a warning.
In certain cases, a high ISRR can result in platform-managed reviews for specific return requests.
ISRR is evaluated weekly over a rolling 8-week window.
Invalid Seller Rejection Rate (ISRR)
Invalid Seller Rejection Rate (ISRR) measures the percentage of eligible seller-reviewed aftersales requests in which the seller’s rejection is later determined to be invalid. It is calculated over a rolling 8-week window and evaluated weekly. ISRR equals the number of eligible seller rejections later determined to be invalid, including unsuccessful seller appeals, divided by the number of eligible seller-reviewed aftersales requests, multiplied by 100. NOTE: ISRR applies only when both the numerator and denominator are greater than 10.
Included in the US ISRR calculation
Measures seller review quality for seller-responsible aftersales decisions
Excluded from the US ISRR calculation
Excludes logistics-related reasons
Excludes Malicious Buyer/Buyer Abuse cases
Excludes High Value Buyers - Platform Judgement cases
Excludes Auction/Final Sale Policy buyer-fault scenarios (buyer-fault reasons not applicable)
ISRR Requirement
Sellers are required to maintain an ISRR under 20%. An ISRR of 20% or higher can trigger a warning. For Refund-only and Return and Refund requests, ISSR must be under 30%.
Platform Reviews
If a seller exceeds the ISRR thresholds, eligible requests in that scenario will have mandated platform-review for after-sales requests. Sellers will continue to review each request first, but if they reject an after-sales request, the platform will review the rejection decision based on evidence provided by both the seller and the customer.
Appealing ISRR
Eligible platform-initiated, after-sales decisions may be appealed through the standard appeal process. Appeal eligibility applies to the individual decision, not to the ISRR metric. Sellers cannot appeal the ISRR metric, but they can appeal the platform-initiated, after-sales decisions that contributed to their ISRR. Sellers are able to appeal after-sales requests during the platform-managed review period. See How to Manage Your Invalid Seller Rejection Rate (ISRR) for more details on how to appeal.
ISRR in Seller Center
Sellers can monitor their ISRR performance in Seller Center. To review current performance, sellers should go to Analytics > Post Purchase > Return & Refund: View your ISRR calculation.The dashboard shows weekly ISRR performance and the rolling 8-week evaluation window.
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