• My score suddenly dropped / a benefit was paused → Jump to: How Sellers Can Improve Shop Performance Score
• I want to unlock Affiliate Marketing/Campaigns but SPS blocks me → Jump to: What are the Benefits of Shop Performance Score
• I’m new—what should I pay attention to? → Jump to: What is Shop Performance Score
• How to see my SPS?→ Jump to: How to check Shop Performance Score
  

Why does Shop Performance Score matter

Your shop performance score(SPS) shows how well you're providing an excellent shopping experience for your customers. The higher your score, the happier customers are, and the more likely they'll make a repeat purchase.

What is Shop Performance Score

Shop Performance Score (log in required) is a dynamic scoring system from zero to five (0-5) that is focused on helping you grow your business. You will automatically receive a Shop Performance Score when you have delivered at least 30 orders (excluding fake orders and sample orders) in the past 90 calendar days.
It focuses on 3 key areas:

• Product Satisfaction – Are the products high quality and listings accurate?
• Fulfillment & Logistics – Are orders processed and delivered on time?
• Customer Service – Are sellers responsive and resolve issues quickly and professionally?

Watch this SPS introduction video

How is Shop Performance Score calculated

Shop Performance Score uses your shop's bestselling category over the last 90 days. You are given a score showing how well you perform compared with sellers in that category. Your Shop Performance Score is calculated using different factors, each with its own weight (importance) and score (how well you performed).
Note: "No data" may be displayed if you don't have sufficient information for the current Shop Performance Score assessment period. The weights will be redistributed to the remaining scored factors making up your Shop Performance Score.

Time-Based Weighting

To ensure the seller's performance score reflects recent improvements while maintaining stability, we apply a gradual weighting system to older orders for metrics calculation. Each order's impact decreases over time using an exponential decay function (factor = 0.7 per 15 days):

• Recent performance matters more – New improvements show faster results
• Balanced evaluation – Avoids punishing sellers for old issues while maintaining accountability
• Encourages continuous improvement – Focuses on sustainable quality

Shop Performance Score Metric Breakdown

1. Product Satisfaction score shows how well you perform in:

• Negative Review Rate(NRR): The percentage of delivered orders in the last 60 days that received an initial 1- or 2-star product review. Edits and updates to any existing negative reviews will not be counted. Only the initial reviews will be counted towards the Negative Review Rate. More details are on Customer Reviews and Why They Matter.
• Non-Buyer Fault Return and Refund Rate(NBFR): The percentage of delivered orders in the last 60 days that led to a refund or return request from the customer because of a problem caused by the seller or logistics partner, like a damaged package. This is based on all orders that were delivered and not canceled in the same period.

2. Fulfillment & Logistics score shows how well you perform in:

• Seller Fault Cancellation Rate(SFCR): The percentage of orders placed in the past 30 days that were canceled due to the seller's fault—such as running out of stock, late shipping, or pricing errors. This is calculated by dividing the number of seller-fault cancellations by the total number of orders that were not canceled in that same period. Note: Issues related to Fulfilled by TikTok (FBT) logistics services are excluded. More details in our guide on Best Practices for Order Fulfillment.
• On-Time Delivery Rate(OTDR): The percentage of orders delivered by their designated "deliver-by date" from the total orders expected to be delivered within the last 30 days. Fulfilled by TikTok (FBT) and Express Shipping orders are exempt from On-Time Delivery Rate calculations. More details in our Guide to On-time Delivery Rate.

&&

3. Customer Service shows how well you perform in:

• IM Dissatisfaction Rate: The percentage of chat conversations in the past 60 days where customers gave a low satisfaction rating (1 to 2 stars) in a post-chat survey. IM negative reviews from Chatbot and FAQ channels are excluded in SPS calculations to ensure fairer assessment. More details in our Guide to IM Dissatisfaction Rate.
• After-Sales Handling Time: The average time sellers take to handle refund, return, cancellation, or replacement requests in the past 60 days. It only counts requests the seller looked at or set rules for, not ones the system approved by default. More details in our Guide to After-Sales Handling Time.

All after-sales requests will need to be approved by you, up to two times.

1. Review to approve requests: measured by the Request Approval Time. This is the initial time taken for the assessment of the after-sales request — such as a return, customer cancellation, or refund — to decide whether to approve it. If a return is approved, you will be asked to do an item inspection.
2. Review to inspect items: measured by the Item Inspection Time. This is the time taken to inspect the returned item and decide whether to approve the final refund. It begins when the product has been returned and delivered back to you.

• Example:

• Formula: After-sales Handling Time = Total time spent waiting for seller resolution / Total review counts (Request Approvals + Item Inspections)

After-sales Handling Time: (4+12+3)/(2+1)=6.33

Category Benchmarks

Category benchmarks are the upper and lower limits of each metric on a scale of zero to five (0-5). The benchmarks for each metric are determined by your shop's primary category and overall seller performance data—not using one-size-fits-all standards.

• 1 point or less: Poor performance
• 4 points or more: Excellent performance

Your results of the six metrics will be converted to a normalized score between 0-5, i.e. how well you do in each metric is compared with the performance of other sellers in your category.
Let's say your 60-Day Negative Review Rate is 22.2% in the past 60 days. This means you have room to improve, especially compared to top-performing shops. Aim for the 4-point target! There is a big opportunity for improvement to reduce your Negative Review Rate to become a shop customers prefer. Focus on lowering your Negative Review Rate to reach the “excellent” benchmark—this will help your shop grow and attract more buyers!

• Poor performance (1 point or less): Negative Review Rate below 40%
• Excellent performance (4 points or more): Negative Review Rate below 1.2%

Protections for Small Order-Volume Sellers

TikTok Shop has several protections in place to help create fair evaluation for small order-volume sellers.These sellers include, but are not limited to, new stores and sellers of high-priced products. If you meet the following criteria, you may receive corresponding protection on 5 metrics other than AHT in SPS:
If the number of affected orders does not exceed 3 & the number of completed orders is 30 or fewer (numerator of metric calculation ≤ 3 & denominator ≤ 30), and the store creation time is less than 180 daysOn NRR, NBFR, OTDR, and SFCR:

• If your scores ≥ 3.5 points on this metric, the score for this metric remains unchanged.
• If your score < 3.5 points on this metric, the score on this metric will be set to 3.5 points until the score is higher than 3.5 or the above condition is no longer met.

On IM-DSAT: The lowest score of your lowest IM-DSAT score will be raised to 2 points.

Orders That Will Not Impact Your Score

• Orders flagged by risk control systems, such as fake orders, review manipulation, or malicious reviews
• Free Refundable Sample sent to creators
• Orders successfully appealed for valid reasons
• Negative reviews and after-sales requests caused by FBT logistics issues
• Edits and updates to any existing negative reviews

Adjustment Mechanism of Shop Performance Score

To encourage merchants to focus on the comprehensive improvement of product satisfaction, logistics and fulfillment, and customer service, with product satisfaction as the cornerstone, the SPS has the following adjustment mechanisms:

• If the product satisfaction score < 1, then SPS will be automatically adjusted to the lowest factor's score among product satisfaction, logistics and fulfillment, and customer service.
• Negative Review Rate (NRR) Adjustment Mechanism
  • When your negative review rate is better than the industry average (in the top 75% of the industry), your rating will not be affected, allowing you to fully demonstrate your excellent performance.
  • If the negative review rate performs worse than the industry average and the number of negative reviews > 3, your SPS will be gradually adjusted downward, providing you with sufficient time and space for improvement:
    • When it first exceeds the limit, the impact is very slight.
    • As the negative review rate increases, the downward adjustment intensity will gradually strengthen.

What are the Benefits of Shop Performance Score

2.5 Level Benefits

• Flash Deals: Drive urgency and improve clearance sales

Promote your products by offering Flash Deals. Flash Deals are limited-time promotions that are great for a quick boost in sales of your bestsellers or clearance items. Use it for your product listings and in LIVEs to reward customers with discounts when they make a quick purchase.
Sellers with a minimum Shop Performance Score of 2.5 are eligible to create new Flash Deals and launch any scheduled Flash Deals. Set up a Flash Deal with these steps.

• Increase Visibility by 10%: From search and recommendations.

A higher score could result in higher traffic from search and recommendations. Generally traffic increases as your SPS increases, but any predictions are an estimate based on historical data.
3.5 Level Benefits

• 2.5 Level Benefits
• Affiliate Marketing:Engage creators to promote your products

The Affiliate Program lets you collaborate with creators to promote your products and drive sales. As part of the collaboration, sellers can increase product sales while creators earn commissions for each sale they generate. With Affiliate Marketing, you can:

• Create an affiliate plan: Design a program to attract and collaborate with creators who align with your target audience.
• Leverage creator trust: Partner with relevant creators to tap into their established audience and build trust in your brand.

Check out the Affiliate Marketing Policy for more information or log in to access the Affiliate Center.
*When a merchant's SPS falls below 3.0, any active participation in affiliate marketing or campaigns will be terminated. All existing affiliate marketing plans and campaign products will be removed, and merchants must achieve an SPS of 3.5 or higher to regain eligibility for these programs.

• Campaigns: Boost sales and expand your brand reach

Campaigns are more than just ads; they're your gateway to a vibrant community. Imagine showcasing your products through engaging content that sparks conversation, fosters brand recognition, and drives revenue growth. TikTok Shop Campaigns gives you access to:

• Interactive content activations
• Enhanced visibility across TikTok
• Exceptional media and marketing support

Check out the Campaign FAQs for more information about Campaigns.

• Accelerated Settlement: 5-day settlement after delivery

The more orders you have, the faster your customers' payments are released to you. This is also known as Dynamic Settlements, allowing you to quickly adapt to business needs as you scale with more orders. Sellers would have a Standard Settlement period of 8 days after delivery, but qualify for the following short settlements with Shop Performance Score:
To be eligible for an Accelerated Settlement period of 5 days after delivery, sellers must have a minimum Shop Performance Score of 3.5.

• Increase Visibility by 20%: From search and recommendation
• TikTok Funded Promotions: User Growth coupons/Provides product and shipping incentives for new and existing customers

TikTok-Funded Promotions provides product and shipping incentives for new and existing customers and support seller growth on the platform. This includes discounts on minimum spend being met (e.g. X% off), exclusive discounts (e.g. Hot Deals), and Buy More, Save More promotions (e.g. Buy X items, Get Y% off).

• Shop Recognition Program: Eligible for brand badge

Brand shop recognition awards the Official Shop badge to branded shops or authorized sellers/resellers verified by TikTok Shop, highly-rated by customers, and committed to providing a premium shopping experience. Shops with the Official Shop badge gain stronger visibility, better protection, and powerful growth tools—helping them stand out, build trust, and reach more customers. Gaining and maintaining the badge ensures continued access to these exclusive benefits.More information can be found here.

• CRM Normal Access: Helps you build stronger relationships with your customers through personalized marketing messages and promotions.

TikTok Shop’s CRM tool enables sellers to send personalized marketing messages via email or chat to re-engage lapsed customers, encourage repeat purchases, and convert abandoned carts, boosting sales and shopper loyalty. It offers pre-built customer segments, message templates, and automation for order confirmations and price drop alerts, simplifying campaign launches and improving retention. More information can be found here.

• 3 ≤ SPS < 3.5 →CRM Permission Frozen
• SPS < 3 → Access revoked (Ineligible to create plans and all created plans will be paused)

*During permission frozen status, you are temporarily restricted from creating new CRM plans or editing existing ones. However, previously active plans will continue to run without disruption.

• Sales Accelerator: A tool to support your traffic and sales growth (new product increase visibility)

Sales Accelerator is a two-stage growth engine helping sellers optimize key products and scale bestsellers via targeted actions and rewards, boosting visibility, sales, and marketing support. More information can be found here.

• Graduate from New Seller Probation: No limit on the number of products you can list and no daily order cap

The Seller Probation Program aims to help new sellers, like you, adjust to selling in our online marketplace. Once your shop has graduated, there is no longer a limit to the number of orders from the Probation Program—well done! More information can be found here.
*After graduating from New Seller Probation, your shop remains out of probation even with SPS below 3.5.
4.0 Level Benefits

• 3.5 Level Benefits
• Express Settlement: Enjoy 1-day settlement after delivery

To be eligible for an Express Settlement period of 1 day after delivery, sellers must have a minimum SPS of 4.0.

• The Star Seller Program: Gold or Silver Star Seller badges

You may be eligible to receive a Gold or Silver Star Seller badge when you reach a minimum Shop Performance Score of 4.0.
The Gold & Silver Star Seller program is a two-tier initiative designed to recognize outstanding performance among independent sellers.
The Gold Star Seller badge is given to independent sellers with exceptional performance in ratings, on-time delivery, and customer reviews. The badge signifies outstanding service, high-quality products, and a reliable shopping experience.
To qualify as a Gold Star Seller, your shop must meet the following criteria:

• Shop Reputation Score: >10000
• Positive Product-Rating Rate: ≥80%
• Shop Performance Score (SPS): ≥4.0
• Sellable Products: ≥1
• Upload a Shop Logo: Yes

The Silver Star Seller badge is given to independent sellers with good performance in ratings, on-time delivery, and customer reviews. The badge signifies good service, high-quality products, and a reliable shopping experience.
To qualify as a Silver Star Seller, your shop must meet the following criteria:

• Shop Reputation Score: >2000
• Positive Product-Rating Rate: ≥80%
• Shop Performance Score: ≥4.0
• Sellable Products: ≥1
• Upload a Shop Logo: Yes

Gold and Silver Seller Star badges refresh monthly. Sellers who meet the criteria for a Gold or Silver Star badge will receive it automatically in the following week. Additional information about the Gold & Silver Star Seller program can be found here.
4.5 Level Benefits

• 4.0 Level Benefits
• Increase Visibility by 30% (via search and recommendations)

How Sellers Can Improve Shop Performance Score

Step 1: Understand your metric score, category benchmarks, trends and address metrics with priority tags

Use the dashboards and data shown on your Shop Performance Score page to understand your priorities for common issues, metric scores, and category benchmarks. Review your performance regularly for each metric to optimize your operations for the best customer experience. Look out for possible fluctuations in product and service quality and stay ahead of peak season demands to ensure that you're always meeting delivery SLAs.
First, Identify Which Dimension Needs Improvement

1. Navigate to the SPS page to view the seller's performance across the three core dimensions:

• Product Satisfaction
• Fulfillment & Logistics
• Customer Service

2. Look out for "Top Opportunity" priority tags. These tags appear next to metrics that can make the greatest improvement to your Shop Performance Score when addressed right away.

• Top Opportunity: This tag highlights the metric that can make the most improvement to your Shop Performance Score when you address it. For example, if Top Opportunity is tagged to On-Time Delivery Rate. Improving this metric can lead to the most improvement in your Shop Performance Score.

Second, Deep Dive Into Metric-Level Performance & Reasons

1. Click "Diagnose" next to any underperforming metric to access the diagnostic tool.
2. In the diagnostic view, you can:
   • See the seller's current performance (e.g., SFCR as an example).
   • Understand the metric definition, compare the seller's score to the category benchmark, and view the 1-point and 4-point benchmark on a visual chart.
   • Review the trend of the seller's recent performance to spot improvements or declines. Stay responsive to changes in your Shop Performance Score. Do a quick check with the category benchmarks to manage expectations and know the level you need to reach to be comparable to better performing sellers.

Third, Investigate Problematic orders, products, or conversations

1. Drill down into the specific orders, products, or customer interactions that are negatively impacting your scores.
2. Use the bulk export function to download detailed information and prioritize corrective actions efficiently.

Step 2: View improve recommendation and take actions for different issues

We have recommended tools to help you improve each metric at the top of each page. These shortcuts help you manage your operations more easily and save you time so that you can focus on growing your business.

How to check Shop Performance Score

Check your current score:

• On desktop: You can check their Shop Performance Score at any time by going to Seller Center > Account Health > Shop Performance Score, or Seller Center > Shop Performance Score widget
• On app: TikTok Shop Seller Center app > Home > Shop Performance Score

Appeal Your Shop Performance Score

SPS plays an important role in shop visibility, buyer trust, and driving overall business success. That's why maintaining a strong SPS score is such a big deal. However, we know that sometimes SPS drops are caused by issues unrelated to the seller—such as buyer mistakes, logistics problems, or system errors. The SPS Appeal feature allows sellers to take action directly to address SPS metrics that they believe are incorrect.
For step-by-step instructions, please review the Complete Guide to SPS Appeals.

Frequently Asked Questions (FAQs)

Why can't I view my Shop Performance Score?

You must have a minimum of 30 delivered orders (excluding fake orders and sample orders) within the last 90 days to generate your Shop Performance Score.

Where is my Shop Performance Score displayed to creators and customers?

Customers will not see the full Shop Performance Score directly, but will instead see key experience indicators related to it. Currently, the product detail page displays Positive rate, Ships within 2 days, and Responds within 24h. In addition, they will see the Gold and Silver Star seller badges displayed for top performing sellers.

Why don't I see a score for my metrics in my Shop Performance Score?

You may not have sufficient data for us to evaluate you fairly. If you do not have sufficient after-sales requests or have not received any reviews in post-chat surveys, "no data" will be displayed.

I am enrolled in Fulfilled by TikTok. How will it affect my Shop Performance Score?

You shouldn't experience any fluctuations arising from your Fulfilled-by-TikTok orders. If you suspect FBT orders may be impacting your score, please provide evidence for appeal.

Why is my score for a certain dimension (e.g. Product Satisfaction) not a perfect 5.0, even though my performance metrics like Negative Review Rate (NRR) and Non-Buyer Fault Return and Refund Rate (NBFR) are 0%?

• Your shop does not have enough order volume for reliable data at the moment, hence you may be given a score that is slightly below the maximum.
• As your shop fulfills more orders and continues to maintain strong performance, your score will gradually increase. This ensures that high scores consistently reflect excellent performance over a high volume of transactions, helping build trust with customers at scale.

How can I improve my Shop Performance Score (SPS)?

Your Shop Performance Score will improve when you improve customers' product satisfaction, your fulfillment and logistics processes, and customer service quality. These 3 factors are given a score to help you easily identify what you need to work on the most.

• On desktop and app: Go to the Shop Performance Score page and scroll down to the metric details section. Select the metric you want to analyze.

Best Practices Suggestions:

• Improve product satisfaction by having accurate listings, proactively conducting quality control, and adapting to negative reviews.
• Improve fulfillment and logistics by shipping orders faster, partnering with reliable carriers, and avoiding cancellations.
• Improve customer service by responding promptly to customer-initiated chats or requests for returns and refunds, maintaining quality communication, and setting up self-service options.