Key Points:

• Sellers must dispatch and deliver orders within the required SLA.
• All orders need valid tracking numbers to meet dispatch requirements and let customers track deliveries.
• Sellers must maintain key fulfillment metrics to ensure consistent performance and compliance.

This policy outlines the requirements you must meet when fulfilling orders on TikTok Shop.
Fulfillment refers to the complete process of receiving, processing, and delivering a customer’s order on TikTok Shop. This includes preparing the product for shipment, providing valid tracking information, handing the package to a Logistics Service Provider (LSP), and ensuring delivery within the required timelines.

Requirements for Fulfillment

Service Level Agreements (SLA)

SLAs are the maximum number of business days for an order to reach a specific stage in the fulfillment/shipping process.

Order type	Dispatch SLA	Auto-Cancellation SLA	Deliver-by SLA
Regular	Within 2 business days from the order date.	Unless specified by the customer, TikTok Shop will automatically cancel when any of the following scenarios take place: Order status not marked as "Awaiting collection" (i.e., tracking information has not been added to Seller Center) after 7 business days from the order date.	Within 6 business days from order date
Made-to-Order BackorderCustom Handling	Within the handling time set by the seller.	Unless specified by the customer, TikTok Shop will automatically cancel when any of the following scenarios take place: Order status not marked as "Awaiting collection" (i.e., tracking information has not been added to Seller Center) after 4 business days from the Dispatch SLA.	Within Handling time + 5 business days from order date
Pre-Order	Within 1 business day after the Pre-Order closure date.	Unless specified by the customer, TikTok Shop will automatically cancel the order in the following scenarios: Order status not marked as "Awaiting collection" (i.e., tracking information has not been added to Seller Center) after 5 business days from the Dispatch SLA.	Within 6 business days from pre-order closure date

NOTE: Business days exclude Saturdays, Sundays, or US federal holidays. For pre-owned products requiring post-sale authentication, dispatch times start once TikTok Shop has approved the certificate of authenticity. Please refer to the TikTok Shop Pre-Owned Products Policy for more details.
TikTok Shop reserves the right to extend the minimally-required order fulfillment windows for specific holidays. TikTok Shop will provide 7 days notice to sellers prior to an extension. All notices are communicated through Seller Center.

Order Handling Capacity

Sellers who use the Order Handling Capacity tool shall be given 1 additional business day added to their dispatch SLA for any orders that exceed their daily order capacity.

Dispatching and Delivering an Order

For any order to meet the dispatch requirements, sellers are required to provide a valid tracking number within the dispatch SLA. Once the tracking number is successfully associated with an order, the order ID will move from the To Ship section to the Shipped section in Seller Center. Orders that do not have a valid tracking number by the dispatch SLA are considered Late Dispatch.
For an order to be considered delivered on time, the Logistics Service Provider (LSP) must mark it as Delivered on or before the deliver-by SLA. The Seller Center will then update the order status to Delivered. Orders not marked as Delivered by the deliver-by SLA are classified as "Late Deliveries," while those marked as Delivered on or before the deadline are considered "On-Time Deliveries."

Handling Time

• Handling time is set by the seller in business days and indicates the number of days required to dispatch an order. At the shop level, sellers can choose a handling time between 1-2 business days by default, which applies to Regular Orders.
• For handling time needs—including made-to-order, pre-order, backorder, and custom handling shipments—sellers can set product-specific handling times. The product-specific handling time will extend the deliver-by SLA as described in the SLA section.
• To better manage order fulfillment, sellers are advised to use the Order Handling Capacity Tool or opt for Custom Handling to set appropriate handling times based on product type. Please refer to Custom Orders Policy and Order Handling Capacity for more information.
• Regardless of the various order types, if an order remains un-dispatched beyond the seller's set handling time, the seller will receive a notification prompting them to update the new handling time for each order. This ensures buyers have accurate expectations regarding their order delivery.
• Under Fulfillment Settings in Seller Center, sellers can either allow TikTok Shop to set their handling time automatically or manually configure it to their default preference.
• For sellers onboarded after September 13, 2023, and have opted for the default handling time, TikTok Shop will automatically adjust it based on their historical performance.

Shipping Time

• Shipping time refers to the number of business days a Logistics Service Provider (LSP) takes to deliver an order after the seller hands it over.
• The product display page gives each customer shipping options based on what was set by sellers in the Shipping Template section of Seller Center. Sellers must ship orders in accordance with the customer's selected shipping-service level.
• In order to qualify for specific shipping options, sellers must uphold certain delivery performance thresholds outlined in the Shipping Template. If sellers fall below the threshold, faster shipping options will be removed in Seller Center and on the product display page. For additional information and a screenshot of the Shipping Template, please refer to Seller Shipping Configuration.

Metric Calculation Period and Targets

Valid Tracking Rate (VTR)

Seller Requirement: Sellers must maintain a VTR of greater than or equal to 95%.
VTR represents the percentage of orders processed within the evaluation period that has accurate and verifiable tracking numbers.
Sellers who have selected Seller Shipping must accurately input the tracking IDs, Shipping Provider Name, and Shipping Service to ensure the tracking information provided is valid. Orders through Fulfilled by TikTok (FBT) and TikTok Shipping (including Upgraded TikTok Shipping) are exempt from VTR calculations.
For additional information, please refer to the Guide to Valid Tracking Rate (VTR).
AppealsSellers bear responsibility for providing clear, verifiable, and original evidence. Claims relying solely on documents that cannot be independently verified are less likely to be accepted.VTR enforcements are appealable, but there are only two scenarios that are accepted by TikTok Shop.

1. The customer has directly confirmed to the seller that the order has been received.
2. A logistics integration error occurred and TikTok Shop mistakenly issued a violation.

To learn more about VTR appeals and requirements, please refer to the Guide to Valid Tracking Rate (VTR).

Late Dispatch Rate (LDR)

Seller Requirement: Sellers must maintain an LDR of less than or equal to 4%.
LDR is the percentage of all orders marked Awaiting Collection that are not updated to In Transit within the platform's required dispatch SLA. Late-to-dispatch orders that have been canceled by the seller or customer after the Dispatch SLA will be included in LDR calculations.
LDR is a shop-level metric that reflects a seller's consistency in meeting platform dispatch SLAs.
NOTE: Fulfilled by TikTok (FBT) orders are exempt from LDR assessment because TikTok handles the dispatch process.

On-Time Delivery Rate (OTDR)

Seller Requirement: Sellers must maintain an OTDR of greater than or equal to 80%.
OTDR represents the percentage of seller-shipped orders delivered on or before their designated deliver-by date. It’s calculated weekly (Monday–Sunday) based on all orders expected to be delivered during that period.
This shop-level metric reflects how efficiently orders are delivered.
NOTE: The SLAs may vary depending on the order type (regular, made-to-order, backorder, custom handling, or pre-order). To learn more about order types, please refer to the Custom Orders Policy.AppealsSellers bear responsibility for providing clear, verifiable, and original evidence. Claims relying solely on documents that cannot be independently verified are less likely to be accepted.OTDR enforcements can only be appealed in the scenarios listed below:

• Technical issues within Seller Center prevent a seller from dispatching an order on time.
• TikTok Shop mistakenly classifies an order as a late delivery when it was delivered within the deliver-by SLA.
• Carrier operational disruptions caused by events beyond the control of all parties (including but not limited to labor strikes, civil unrest, disputes, environmental disasters, and severe weather conditions.
• TikTok Shop penalizes the same order ID for OTDR multiple times.
• Carrier marks order(s) as lost.

To learn more about the On-Time Delivery Rate and appeal requirements, please refer to our Guide to On-Time Delivery Rate (OTDR).

Seller-Fault Cancellation Rate (SFCR)

Seller Requirement: Sellers must maintain an SFCR of less than or equal to 2.5%.
SFCR represents the percentage of confirmed orders placed within the evaluation period that were canceled due to the seller's fault.
To see a list of what qualifies as a seller-fault cancellation, please refer to our Customer Order Cancellation, Return, and Refund Policy.
NOTE: Creator sample orders are NOT included in SFCR calculations.

Other Supplementary Performance Metrics

Dwell RateThe percentage of dispatched (non-FBT) orders that are marked as Awaiting Collection and not updated to In Transit with a carrier's acceptance scan for longer than 2 business days.
This metric does not directly affect your shop health, but it can negatively impact your overall On-Time Delivery Rate (OTDR).
Unshipped Order Rate The percentage of seller-shipped orders that have not been dispatched by the dispatch SLA. These orders can negatively impact LDR and OTDR metrics. To meet dispatch requirements, sellers must provide a valid tracking number on or before the dispatch SLA.Out of Stock Cancellation Rate The percentage of orders canceled by the seller due to out-of-stock reasons. These cancellations can negatively affect SFCR. Sellers should ensure their listed inventory accurately reflects stock available in the warehouse, ready for picking, packing, and shipping. Misrepresenting inventory levels can harm key performance metrics like SFCR.

Enforcement Actions and Appeals

We regularly review shops for compliance with our policies and will take enforcement action if violations are identified. This may include rejecting your category qualification application, assigning violation points, removing product listings, and revoking your access to offer products for sale. For more information on enforcement actions, refer to our Seller Enforcement Policy.
If you'd like to appeal an enforcement action, visit the Appeals section of our Seller Enforcement Policy for guidance on how to proceed.