Policy AdvisorPolicyTikTok Source

How to Appeal Your Shop Performance Score (SPS) Metrics

Captured: TikTok page date: Hash: dc5d395c771f

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 in Seller Center when they believe the score was affected by issues outside their control and they have evidence to support it. Appeals are submitted in Appeal Center, reviewed by moderation, and if approved the metric is corrected and SPS updates automatically.

Key points

  • Appeals are submitted in Seller Center under Account Health → Shop Performance Score.
  • You need a reason that matches the situation and supporting evidence.
  • A ticket can include up to 30 orders if they share the same reason.
  • Each order can be appealed up to 3 times for the same metric; after 3 failed attempts, that entry may close.
  • Review status is shown in Appeal Center and can take about 3–4 business days.
  • If approved, the metric is corrected in about 1 business day and SPS updates automatically.
  • Some appeals were not yet fully available in the source, including Dispatch Time and Transit Time at the time captured.

Say / show

  • Use the correct appeal reason for the metric and order.
  • Upload complete, authentic, and accurate evidence with the Order ID visible when required.
  • Check Appeal Center for ticket status and details.
  • Verify metric availability before submitting, since some entries open in batches.
  • Use evidence that matches the timeline and the specific order(s) being appealed.

Do not say / show

  • Don’t submit without evidence that supports the claim.
  • Don’t use the wrong appeal reason for the metric.
  • Don’t assume all Logistics & Fulfillment appeals are available if the source says they are not yet fully open.
  • Don’t exceed 3 appeals for the same metric on the same order.
  • Don’t submit creator-false-promotion appeals without order IDs, since the source says they will be rejected.

Violation risks

  • Using an incorrect appeal reason can lead to rejection.
  • Missing or incomplete evidence can reduce approval chances.
  • Submitting after 3 failed attempts can close the appeal entry for that metric on that order.
  • Creator False Promotion appeals without order IDs are rejected.
  • Appealing metrics that are not yet available may not be possible yet.

Who it affects

  • Sellers using TikTok Shop Seller Center.
  • Sellers managing SPS metrics and account health.
  • Orders tied to NBFR, NRR, AHT, IM Dissatisfaction Rate, SFCR, Dispatch Time, and Transit Time appeals when available.

Source notes

  • Source says sellers should verify against the TikTok Seller Center / TikTok source before acting.
  • Availability and timing in the source were specific to the captured page and may change in TikTok Seller Center.
  • For some reasons, the source requires Order ID-matching evidence and timeline-matching documentation.

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 ScorePlease note that the appeal feature for the new version is not yet fully available:
  • Product Satisfaction / Customer Service metrics appeals: Available from 10/16.
  • Logistics & Fulfillment metrics appeals:
    • Seller Fault Cancellation Rate (SFCR): Available from 10/16.
    • Dispatch Time & Transit Time: Expected to open to sellers in batches starting 10/19, and to all sellers by 10/26.

How 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: Individual Product Page

In the order list on an individual product page, click [Appeal Order].

Entry Point 4: Customer Service Page

In the order list on the Customer Service page, click [Appeal Order].

[Not Available] Entry Point 5: Logistics&Fulfillment Page

Appeal entry for Logistics & Fulfillment metrics is expected to open to sellers in batches starting 10/19/2026, with full availability by 10/26/2026.
In the order list on the Logistics&Fulfillment page, click [Appeal Order].

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?

Overview

For each Shop Performance Score metric, the appealable scenarios and reasons are listed below.
MetricsScenario (Appeal Reason)
NBFRNon-Buyer Fault Return & Refund Rate (NBFR)Inaccurate Buyer Selected ReasonPerception IssuesMalicious Return and RefundLogistics IssuesTikTok System Issue
Negative Review Rate (NRR)Malicious ReviewsCreator False PromotionLogistics Issue
IM Dissatisfaction RateTikTok System IssueUncontrollable Event/Unforeseen incidentMalicious Buyers
After-Sales Handling Time (AHT)Malicious BuyersTikTok System IssueUncontrollable Event/Unforeseen incident
Seller Fault Cancellation Rate (SFCR)Malicious BuyersTikTok System IssueUncontrollable Event/Unforeseen incident
New metrics in Logistics & Fulfillment: Not available for appeal yet. Expected to open to sellers in batches starting 10/19/2026, with full availability by 10/26/2026.
Dispatch TimeWeather or Natural DisastersTechnical Issues with TikTok Shop Seller CenterMissing scans by TikTok Shipping - Standard Delivery
Transit TimeWeather or Natural DisastersTechnical Issues with TikTok Shop Seller CenterOrder IDs are Lost or being Returned to Shipper
Please make sure you select the correct appeal reason and provide complete, authentic, and accurate supporting materials.
For the same metric under the same order, you may submit up to 3 appeals. If all 3 appeals are rejected, the appeal entry point for that metric under that order will be closed.
Please carefully review your supporting materials before submission to improve the appeal approval rate.

Specific Metrics

Non-Buyer Fault Return & Refund Rate (NBFR)

Appeal ReasonExplanationEvidence Required
Inaccurate Buyer Selected ReasonBuyer selected a return reason that misrepresents the actual reason for return/refund that should not be seller's fault. Message implies:• No longer needed• Bought by mistake• Did not authorize or recognize the orderEvidence and explanation of communication（e.g., screenshots, communication logs）where the buyer indicates their reason for return/refund is because they no longer need, bought by mistake, did not authorize or recognize the order.Make sure the evidence shows the Order ID, and that it is the same order as the appeal.
Buyer Perception IssuesCustomers did not like the taste or feel of food/beverage products, or smell of fragrance products, and initiated returns and refunds, identifying them as defective. These products are typically non-returnable and stem from mismatched customer expectations. These return orders with subjective input from customers are eligible for appeals.Evidence/Documentation showing screenshots of IM chats between seller and buyer, review comments, etc.Make sure the evidence shows the Order ID, and that it is the same order as the appeal.
Malicious Return/RefundCustomer initiates malicious/wrong return and refund requests as a fraud tactic or as an intentional measure to lower the shop's credibility with fake or fraudulent negative reviews or reasons for return and refund.Supporting evidence（e.g., screenshots of customer reviews, Seller/Buyer IM chat, etc.; empty packaging with associated tracking ID）.
Logistics IssuesCarrier disruptions resulted in delivery delays and, in some cases, shipments were lost, misrouted, or damaged during transit. These carrier-related issues led customers to initiate returns due to late deliveries, Delivered but Not Received（DNR）claims, missing packages, and damaged goods.Evidence/Documentation that shows the events that led to late delivery（e.g., warehouse issues, postal strikes and delays, natural disasters in the area）with date matching the timeline.
TikTok System IssueSystem outage leading to wrong/missing items being sent or label printing issues（leading to delays in shipment and return/refund initiation）. Warehouse system issues can also lead to missing/wrong items being sent to customers.Evidence/documentation that shows the actions/steps taken by the seller to resolve the issue. It should include support chat screenshots, API issue screenshots if applicable, seller/Account Manager emails, etc.

Negative Review Rate (NRR)

Appeal ReasonExplanationEvidence Required
Malicious ReviewsLeaves intentionally misleading or fake reviews to harm a seller's performance score, or reviews completely unrelated to the product. Posts negative reviews as retaliation or to extort sellers. Examples include:• Requesting free items in exchange for removing bad reviews• Malicious reviews after refund were denied/rejected, or attempting to force seller to provide a refundSupporting evidence（e.g., screenshots of customer reviews, Seller/Buyer IM chat）.
Buyer Adjusted/Deleted the RatingCustomer updated their review from Negative（1–2 stars）to Neutral/Positive（3–5 stars）after receiving a positive and responsive aftersales experience from the seller.Clear documentation showing the actions taken by the seller to improve the customer experience, such as:• Screenshots of communication with the buyer（e.g., IM/chat logs）• Evidence that the customer updated their review from Negative（1–2 stars）to Neutral/Positive（3–5 stars）after receiving support
Creator False PromotionCreator misguides buyers or falsely promotes a product and, as a result, customers leave negative reviews due to this experience.Clear evidence showing that the creator promoted or promised something not included in the product details, such as:• Screenshots of the creator's video or live — the video must be less than 45 seconds• Buyer review mentioning the misleading claim• IM/chat logs or buyer complaintsIf there are no order ID(s) provided, it will be rejected.

Aftersales Handling Time (AHT)

Appeal ReasonExplanationEvidence Required
Malicious BuyersRefers to improper behaviors by buyers, such as malicious returns, false complaints, etc.Or the seller actively reached out to customers who initiated a refund for proof of evidence but received no response.Supporting evidence（e.g., screenshots of customer reviews, Seller/Buyer IM chat showing malicious language）.
TikTok System IssueTikTok platform incorrectly tagged Review Status as auto-approved or platform-handled.Supporting evidence（e.g., screenshot/photo evidence in Seller Center）.
Uncontrollable Event/Unforeseen incidentSeller performance was affected by external, uncontrollable circumstances:• Labor strikes/disputes• Environmental disasters or accidents• Power outages or utility failures• Natural disasters• Force MajeureLogistics issues are not applicable to this scenario.Documents of event details and pictures of natural disasters（e.g., earthquakes, floods）, widespread power/internet outages.

IM Dissatisfaction Rate

Appeal ReasonExplanationEvidence Required
Malicious BuyersSeller performance impacted by a malicious intent buyer.Supporting evidence（e.g., screenshots of customer reviews, Seller/Buyer IM chat, or Buyer's rating page）.
TikTok System IssueDue to technical error in Seller Center -> Customer messages.Documentation showing video/image proof of incident with date matching the timeline of impacted chats.
Uncontrollable Event/Unforeseen incidentSeller performance impacted by external, uncontrollable circumstances.Documentation showing proof of incident with date matching the timeline or impacted chats:• Event details and pictures of natural disasters/widespread power/internet outage.• Screenshot of Customer Messages -> Service Analytics -> All chats -> Chat Type（Low satisfaction）for the date range along with customer username.

Seller Fault Cancellation Rate (SFCR)

Appeal ReasonExplanationEvidence Required
TikTok System IssueTikTok Shop incorrectly considered an order cancelled due to the seller's fault.Supporting evidence（e.g., dispatch proof before SLA, buyer cancellation request screenshots, or carrier screenshot showing undeliverable address, etc.）
Non-Seller Fault IssueNot seller's fault or uncontrollable issue and at least one reason is as follows:Exhaustive List:• Suspicious order or unpaid orders• The order was impacted because of logistics issues• Carrier drop-off locations had system issuesScreenshots of IM showing the communication between seller and buyer containing the order IDs.ORProof of delay from the carrier with timestamps matching the timeline of impacted order IDs and carrier name if providing tracking history screenshot.ORProof showing that carrier drop-off system was down.
Uncontrollable Event/Unforeseen incidentThe events or circumstances beyond the control of the seller, including but not limited to:• Labor strikes/disputes• Environmental disasters or accidents• Power outages or utility failures• Natural disasters• Force Majeure• Unforeseen postal delays• Lost packages（if there is no tracking update for more than 10 days, the package is marked as lost）• Delivered Not ReceivedSupporting evidence that shows the events that led to late delivery（e.g., warehouse issues, postal strikes and delays, natural disasters in the area）with Order creation date matching the timeline（+-5 days）.

[Not Available] Dispatch Time

Expected to open to sellers in batches starting 10/19/2026, with full availability by 10/26/2026.
Appeal ReasonExplanationEvidence required
Weather or Natural DisastersThe order couldn't be dispatched due to weather or other natural disasters that affected the "Ship Fron Location" or "Carrier Processing Location"Provide any of the following:
  • Carrier Service Alerts
  • Official public notice via government issued alerts
Technical Issues with TikTok Shop Seller CenterThe seller was unable to purchase a shipping label from TikTok, or if there were information synchronization issues between seller's systems and the TikTok Shop Seller Center due to API issues on TikTok's sideProvide any of the following:
  • Screenshot of system error prompts or error codes that might be used to identify that there was a TikTok Shop platform system issue
  • A screenshot of the sellers communication history (on larrk/ email correspondence / on-call ticket) with the TikTok Shop platform product team confirming that the issue was caused by a system error.
  • TikTok Shop's official notifications of system maintenance or anomalies
Missing scans by TikTok Shipping - Standard DeliveryOrders included are impacted by delays associated with TikTok Shipping Standard Delivery. (Note: TikTok Shipping- CBT and Seller Shipping Orders do NOT qualify for this appeal)Provide any of the following:
  • A screenshot from USPS official website which displayed USPS missing scans
A screenshot of the order details page that shows delivery destination, including "state” information in the Buyer's address

[Not Available] Transit Time

Expected to open to sellers in batches starting 10/19/2026, with full availability by 10/26/2026.
申诉理由解释证明材料
Weather or Natural DisastersThe order couldn't be dispatched due to weather or other natural disasters that affected the "Ship From Location" or "Destination Location"Provide any of the following:
  • Carrier Service Alerts
  • Official public notice via government issued alerts
  • Screenshot capturing the order tracking node indicating a "Weather Delay" Status
Technical Issues with TikTok Shop Seller CenterThe seller was unable to purchase a shipping label from TikTok, or if there were information synchronization issues between seller's systems and the TikTok Shop Seller Center due to API issues on TikTok's sideProvide any of the following:
  • Screenshot of system error prompts or error codes that might be used to identify that there was a TikTok Shop platform system issue
  • A screenshot of the sellers communication history (on larrk/ email correspondence / on-call ticket) with the TikTok Shop platform product team confirming that the issue was caused by a system error.
  • TikTok Shop's official notifications of system maintenance or anomalies
Order IDs are Lost or being Returned to ShipperThe order IDs are considered lost or if they are being returned to shipper due to other issues.Provide any of the following:
  • Images from the carrier tracking page that shows the Lost status
  • Images from the carrier tracking page that shows return to shipped status

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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