This article provides vendors with a comprehensive overview of the performance metrics and customer service policies they must adhere to when selling on TikTok Shop. It emphasizes the importance of meeting performance standards, outlines key metrics like Seller Fault Cancellation Rate (SFCR), Late Dispatch Rate (LDR), and Valid Tracking Rate (VTR), and provides guidance on handling force majeure events.

To maintain a thriving marketplace and ensure customer satisfaction, TikTok Shop has established performance standards that all vendors are expected to meet. Failure to uphold these standards may result in penalties, impacting your account standing. Let's delve into the key metrics and their targets:

The SFCR measures the percentage of orders canceled by the seller before reaching the "Transit to Ship" (TTS) or "Shipped or Dispatched" status. To maintain a healthy account, ensure your SFCR remains at or below 2.5% at all times.

The LDR monitors the percentage of orders that are not dispatched within the agreed-upon timeframe. Maintaining an LDR at or below 4% is crucial for success on TikTok Shop, reflecting your commitment to timely fulfillment.

The VTR assesses the accuracy and completeness of tracking information provided for shipped orders. To ensure transparency and customer satisfaction, aim for a VTR of 95% or higher. This involves diligently inputting tracking IDs, shipping provider names, and shipping services.

Strive to keep your Seller Fault Return and Refund Rate below 1.0% to minimize customer dissatisfaction and maintain a trustworthy presence on TikTok Shop. This metric reflects the quality of your products and adherence to customer service standards.

In situations where unforeseen events beyond your control, such as natural disasters, extreme weather, pandemics, government restrictions, or other similar circumstances, prevent you from dispatching products to customers, it's essential to report the details promptly.

Provide comprehensive information about the force majeure event, its impact on your operations, and supporting documentation by raising a ticket in Seller Center. Once the situation is verified, TikTok Shop will consider the circumstances and may waive penalties related to the event.

Providing exceptional customer service is paramount to building a reputable brand and ensuring a positive shopping experience for TikTok users. Familiarize yourself with and adhere to TikTok Shop's customer service policies, understanding that these policies may evolve to meet the changing needs of the marketplace.

For comprehensive information on crucial aspects of customer service, such as order cancellations, returns, and refunds, refer to the TikTok Shop Customer Order Cancellation, Return, and Refund Policy. Regularly review this policy to stay informed about any updates or modifications, ensuring you provide the best possible service to your customers.