Requirements for Invalid Seller Rejection Rate (ISRR) Metric
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Invalid Seller Rejection Rate (ISRR): Your Guide to Excellent Customer Service
Aftersales quality is key to building lasting customer relationships. To help you provide the best possible experience for your customers while growing your business, we're introducing the Invalid Seller Rejection Rate (ISRR) metric.This metric is designed to support you in monitoring and improving your aftersales request handling. Use it together with TikTok Shop's seller flexibility tools to grow your business.
What is ISRR?
Invalid Seller Rejection Rate (ISRR) measures the number of unsuccessful aftersales disputes. In other words, the metric shows you the number of times your shop could have handled an aftersale request differently.
- Refund-only requests
- Return and Refund requests
- Replacement or Reshipment requests
- Exchange requests
- Cancellation requests
- Platform-mandated refunds
- Platform-reviewed requests
Your ISRR Goal: Working Towards Excellence
You should aim to maintain an ISRR of 20% or lower. To help you work towards this goal, the ISRR threshold will be initially set at 30% for familiarization with the metric and to allow you to set up workflows for success.Tips for Success:
- Weekly evaluation: Your ISRR is calculated weekly (refreshes every Sunday), giving you regular feedback to help you improve.
- Minimum threshold: ISRR only applies when you have at least 5 aftersales requests turned down by TikTok Shop's dispute escalation process and 5 seller-reviewed aftersales requests in the week.
- Easy tracking: You can find all your resolved orders under Manage Returns/Refunds in Seller Center.
What Happens If My ISRR Exceeds the Threshold?
Starting April 26, platform-managed review will be implemented based on how many times your ISRR exceeds the threshold.- First Violation: Warning
- You will receive a warning notification through Seller Center and email.
- You will receive policy guidance with best practices to support better decision-making.
- Second Violation: Platform-Managed Review
- TikTok Shop will temporarily assist with reviewing your refund-only requests for up to one month (4 rolling weeks).
- During this period, we will automatically review and decide on your refund-only requests.
- You will be re-evaluated after the one-month period.
- Subsequent Violations: Warning, Platform-Managed Review
- For any subsequent violations, you will again receive a warning notification through Seller Center and email.
- If your ISRR continues to remain below the threshold, TikTok Shop will manage your refund-only requests for another one-month period.
How Can I Appeal?
Even during platform-managed review periods, you can still appeal approved aftersales requests with valid supporting evidence. While you cannot appeal your ISRR metric directly, you can appeal individual aftersales decisions. Here's how:- In Seller Center, go to Orders > Manage Returns.
- Use the 'Can Be Appealed' filter or click the 'Appeal' tag.
- Submit your appeal within 30 calendar days with supporting evidence.
Why ISRR Matters for Your Business Growth
Maintaining a low ISRR isn't just about meeting policy requirements, it's about building stronger customer relationships to drive long-term growth for your shop. Sellers with lower rejection rates experience:- Higher repeat purchases
- Significantly higher customer satisfaction scores
- Stronger trust in your shop reputation
- More positive reviews and recommendations
How to Monitor Your ISRR
You can track your ISRR performance through multiple ways:- Seller Center Banner: Notifications about your current status
- Analytics > Post Purchase > Return & Refund: View your ISRR calculation
- Historical Data: See your performance over the past 9 weeks with interactive charts
Tools for Easier Aftersales
TikTok Shop offers seller flexibility tools such as auto-approvals for returns and refund-only requests. With these tools, you can "set it and forget it", reducing your time spent on aftersales management and minimizing the risk of non-compliance.Benefits of Auto-Approval:
- Reduces manual workload
- Speeds up resolution times
- Helps maintain good ISRR performance
- Counts toward your metrics (unlike platform auto-approvals)
- In Seller Center, go to Orders > Fulfillment Settings
- Select the Returns and Refunds tab
- Create rules for Returnless Refund, Auto-Approval Refunds, Replacements, or Exchanges
- Set criteria based on price, category, or time period
Frequently Asked Questions (FAQs)
What is the Invalid Seller Rejection Rate (ISRR)?
ISRR measures the percentage of aftersales requests that were rejected by sellers and later found to be valid in favor of buyers after review or arbitration. A higher ISRR indicates opportunities to improve decision-making during the initial review stage.
What ISRR threshold should I aim for?
You should aim to maintain an ISRR of 20% or lower. To help you work towards this goal, the ISRR threshold will be initially set at 30% for familiarization with the metric and to allow you to set up workflows for success.
What happens if my ISRR exceeds the threshold?
Starting April 26, platform-managed review will be implemented based on how many times your ISRR exceeds the threshold:
- First violation: You will receive a warning notification via Seller Center and email.
- Second violation: TikTok Shop will temporarily take over the review of your refund-only requests for up to one month (4 rolling weeks).
- Subsequent violations: Platform-managed review will continue for an additional one-month period.
Where can I see my aftersales requests?
You can find all aftersales requests in Seller Center by navigating to Orders > Manage Returns. You will be able to view key details, such as aftersales request types, as well as the initiation and completion time of each request.
Where can I configure auto-approval rules?
- To improve your aftersales performance, you can configure auto approval rules through Seller Center by navigating to Orders > Return Settings > "Cancellations" or "Returns & Refunds"
- These settings allow you to enable automatic approval for certain aftersales requests based on predefined criteria or timeframe. By using these features, you can reduce manual intervention, speed up resolution times, and increase your Self-Service Aftersale Rate & Processing Time, which contributes to better SPS and faster performance.
- For more details, you can refer to these guides:
I believe my aftersales request was incorrectly judged. How can I appeal?
You may submit an appeal against a platform-reviewed order decision with relevant reasons for appeal and valid supporting evidence. See the guide: Appeal Return/Refund Orders in Seller Center.
