Review Policy
Key Takeaways
- Do not offer rewards for reviews.
- Do not use review management services.
- Do not unfairly influence reviews.
Customer Reviews
Customer reviews are essential in guiding purchasing decisions and allowing customers to make informed choices.• Positive reviews enhance your shop’s reputation, which can lead to increased sales and encourage repeat business.
• Negative reviews can damage your shop’s reputation and reduce future purchases.
Requirements for Reviews
Incentives and Persuasion Practices
Sellers must not offer rewards to persuade anyone to leave a product review. Violations may result in enforcement action. This rule applies to any communication method, such as buyer messages, short videos, or LIVEs. Prohibited rewards include, but are not limited to:- Money or gift cards
- Free products
- Discounts, refunds, rebates, or reimbursements
- Any other form of incentive
Unfairly Influencing Reviews
Sellers must not attempt to unfairly influence reviews. Attempts to do so may result in violation points and selling restrictions. Prohibited actions include, but are not limited to:- Discouraging customers from leaving reviews
- Requesting that customers change or remove reviews
- Selectively asking for reviews only from satisfied customers
- Offering rewards 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 competitors' products. Sellers who use such services may face immediate selling privilege suspension. Customer review services offer rewards 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 engage in the following abusive behaviors, which may result in enforcement action:- Make repeated requests to customers to leave a review on an order.
- Respond to reviews in a manner that violates Community Guidelines or reveals personal information about customers.
Redirect Reviews Off Platform
Sellers must not redirect reviews to other feedback channels, such as asking buyers to contact customer service instead of posting a review. Doing so may result in enforcement action.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
The Negative Review Rate (NRR) is the total number of 1- and 2-star product reviews divided by the total number of orders delivered over the last 60 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 3 different categories of negative reviews:- Product-Related Negative Reviews
- Logistics-Related Negative Reviews
- Service-Related Negative Reviews
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. Actions may include 1 or more of the following:- Removing product listings
- Assigning violation points
- Removing selling privileges