This policy outlines the requirements you must follow when customers leave product reviews on TikTok Shop.

Customer Reviews

Customer reviews are essential in guiding purchasing decisions and allowing customers to make informed choices. Positive reviews enhance your shop’s reputation by showing potential buyers that your products are high-quality. This can lead to increased sales and encourage repeat business. Negative reviews, however, can damage your shop’s reputation and reduce future purchases.

Requirements for Reviews

Incentives and Persuasion Practices

Sellers must not attempt to persuade customers or third parties to leave reviews on their own product or another seller's product through buyer messages, short videos, LIVEs, or any communication method by offering money, gift cards, free products, discounts, refunds, rebates, reimbursements, or any other form of incentive.
This restriction does not apply when using the official TikTok Shop Incentivized Review feature.

Manipulating Reviews

Sellers must not attempt to manipulate reviews, including but not limited to, discouraging customers from leaving reviews, requesting changes or removals, selectively asking for reviews from satisfied customers, or offering incentives to influence reviews.

Review Management Services

Sellers must not use customer review services to persuade a positive or negative review for their products or for competitor's products. Customer review services offer incentives in exchange for writing product reviews.
Sellers must not list or sell any product review services. This involves selling the service of providing reviews instead of selling actual physical products.

Abusive Behaviors

Sellers must not make repeated requests to customers to leave a review on an order, or respond to reviews in a manner that violates Community Guidelines or reveals personal information about customers.

Redirect Reviews Off Platform

Sellers are prohibited from diverting reviews to different feedback channels. This includes, but is not limited to, redirecting buyers to customer service instead of allowing them to post a review.

Negative Reviews

When customers make a purchase on TikTok Shop, they can leave a review reflecting their experience and satisfaction. A rating of 1-2 stars out of 5 is considered a negative review.

Negative Review Rating

Negative Review Rate (NRR) is the total number of product reviews with 1-2 star ratings divided by the total number of orders delivered in the last 30 calendar days. Sellers must maintain a low NRR, and will be notified if their NRR subjects them to potential enforcement. This includes addressing issues related to the three different categories of negative reviews:

1. Product-Related Negative Reviews
2. Logistics-Related Negative Reviews
3. Service-Related Negative Reviews

Please refer to our Customer Reviews and Why They Matter article for more information on negative reviews and NRR.

Enforcement Actions and Appeals

We regularly review your shop’s compliance with this policy. If any violations are identified, TikTok Shop may take enforcement action at our sole discretion. This may include removing product listings, assigning violation points, or removing selling privileges. 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.

Reporting Violations and Abuse

If you wish to report a review as incorrect, invalid, or abusive, you may do so through the Product Ratings page in Seller Center. Please refer to our policy guide, How To Remove Invalid Or Incorrect Customer Reviews, for more information on the reporting process and the types of reviews you can report. We will investigate your report and take appropriate actions.