Introduction: Here, we will introduce you to the seller rating system and how it is generated and used.
Related Website: TikTok Shop
Relevant Parties: All Sellers
1. How to access the seller rating system?
The seller rating system encourages sellers to maintain high service standards and create a good shopping experience for our buyers.
Points will be deducted for failing to meet promised targets.
You can view your rating on the [Seller Center >> Seller Credit Score] page.
2. How is the rating generated?
Points are only awarded when the minimum expectations of the buyer are met. At the same time, this also reminds sellers of areas that need improvement.
The seller rating system updates the rating on the first day of each month based on the seller's violations in the previous month. You can click on the corresponding rating dimension keyword to view the complete policy.
Non-fulfillment Rate (NFR)
The number of orders canceled or returned by the seller in the past 7 days accounts for 30% of the total number of orders.
Account Frozen
Late Shipment Rate (LSR)
The number of orders delayed by more than 72 hours by the seller in the past 7 days accounts for 20% of the total number of orders.
Customer Service
Rude or abusive chat or comments
Account Frozen
Requiring buyers to cancel orders more than 5 times this month
Account Frozen
Failure to keep promises
Buyer response rate below 80%
Account Frozen
Seller fails to provide services to the buyer as promised, harming the buyer's rights
Account Frozen
3. What are the penalties associated with certain points?
Penalty Level
Level 1
Level 2
Level 3
Level 4
Level 5
Level 6
Prohibition of marketing activities
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Removal of free shipping or shipping rebates
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Deboost listing
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Restriction of seller loans
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Blocking of listing creation and editing
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Account frozen
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4. Customer Service Rules and Implementation Details
What constitutes rude or abusive chat or comments? Malicious harassment refers to actions where a member insults, curses, threatens, or makes derogatory comments towards others, or harasses others through improper means, thereby infringing upon their legitimate rights and interests.
How to handle rude or abusive chats or comments?
Points will be deducted for general and serious violations of business privileges, management, and control.
Applicable situations: Malicious harassment refers to actions where a member insults, curses, or threatens others, or harasses others through malicious means, thereby infringing upon their legitimate rights and interests.
5. Measures Applicable to Breach of Contract
What constitutes a breach of contract?
A breach of contract occurs when a seller fails to provide services to the buyer, infringes upon the buyer's rights, and fails to fulfill their obligations to TikTok Shop as promised. The seller must continue to fulfill statutory or agreed-upon obligations for replacement, return, and refund.
Applicable measures: Point deduction
Specific measures:
1. If the seller has other commitments to fulfill for paid orders or corresponding goods or services under specific circumstances, 5 points will be deducted for each general violation.
2. If the seller violates any of the following commitments, 10 points will be deducted for each serious violation:
1) TikTok Shop determines that the seller should bear after-sales service responsibilities such as refunds, but the seller refuses to do so;
2) TikTok Shop determines that the seller should indeed bear the after-sales service responsibility of 7-day no-reason return and exchange, but the seller refuses to do so;
3) Refusing or delaying sending promised trial products to the buyer without negotiation between the buyer and seller;
4) The seller fails to process the order within 48 hours after the order is paid;
Sellers participating in official TikTok Shop activities fail to complete the activity requirements (excluding shipping time), and violate other management content published by TikTok Shop (including but not limited to rules, regulations, category management specifications, industry standards). If the regulations specify otherwise for specific situations, those regulations shall apply.
6. How long will the penalty last?
The penalty will end after 28 days. As long as appropriate measures are taken to improve existing store performance and maintain compliance, sanctioned sellers will regain certain seller rights. 7. Handling of Violations
1. Minor Violations: If a consumer files a complaint and TikTok Shop determines the complaint is valid, a general violation will result in a deduction of 5 points. 5 points can be restored after completing 5 orders.
2. Serious Violations: If a consumer files a complaint and TikTok Shop determines the complaint is valid and the violation is serious, 20 points will be deducted for each serious violation. 20 points can be restored after completing 20 orders.
3. Severe Violations: Account suspension and store closure within 28 days.
Example 1: Seller A receives 3 points in week 3 and will regain their privileges in week 7.
Example 2: Seller B receives 3 points in week 3 and 3 points in week 5. These points will accumulate to define the level, and privileges will be restored in week 9.
Example 3: Seller C receives 3 points one week before the start of the new quarter and 3 points after the start of the quarter. The newly acquired points will redefine the level.
8. How to Appeal a Rating?
Click the helpline link to file an appeal. If your appeal is successful, we will cancel your point deduction and restore your corresponding seller privileges.
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Contact Info
- Address: 1 Raffles Quay, #26-10, South Tower, Singapore 048583
- Email: MerchantTikTokshop@gmail.com
