Key Points:

• Non-Buyer Fault Return and Refund Rate (NBFR) is the percentage of delivered orders that had return or refund requests due to seller- or logistics carrier-fault.
• NBFR evaluates the past 60 days of orders.
• Non-Buyer Fault Return and Refund Rate will be included in your overall Shop Performance Score (SPS)—alongside other measures of product satisfaction, logistics and fulfillment, and customer service.
• You can check NBFR performance on your Shop Performance Score (SPS) page in Seller Center.

The purpose of the Non-Buyer Fault Return and Refund Rate (NBFR) is to provide sellers with insight on how often after-sales issues (returns and refunds) arise due to seller-fault or logistics carrier-fault reasons.
By regularly checking the NBFR, a seller can:

• Understand how satisfied buyers are with their orders, even without written reviews or chat feedback.
• Identify operational gaps in your shop or with your logistics partners.

The NBFR metric only evaluates delivered orders. It does not include orders that were cancelled before delivery. To learn more about seller-fault cancellations and the Seller Fault Cancellation Rate, please refer to the Fulfillment Policy.

NBFR Return and Refund Reasons

When customers request a return and/or refund, it means that they are unsatisfied with the product or condition that the product was delivered in.
Returns and refund reasons that count towards your NBFR can be broken up into two categories.
Product Issues: The below issues are the most common NBFR return and refund reasons due to the product.

• Product functionality (not working, missing parts)
• Product condition (damaged)
• Product expectations (not as described)

Logistics Issues: The below issues are the most common NBFR return and refund reasons due to logistics.

• Order delivered but not received
• Delayed delivery

For more information, refer to our Guide to Managing Returns, Refunds, and Replacements.

Exceptions for Non-Buyer Fault Return and Refund Rate

There are a few scenarios that are excluded from NBFR calculations.

1. Logistics issues for orders through the Fulfilled by TikTok (FBT) program
2. Logistics issues for orders using logistics providers from the Ship by TikTok list
3. Canceled orders (before delivery) by either seller or customer

How Non-Buyer Return and Refund Rate is Calculated

Non-Buyer Return and Refund Rate is the percentage of delivered orders in the last 60 days that led to a refund or return request from the customer due to seller- or logistics-related issues.
Number of delivered orders returned or refunded due to a seller or logistics partner fault ÷ Total number of delivered orders without cancellations. Multiply that number by 100.Example ScenarioShop ABC received 3 return requests—due to non-buyer fault issues—out of 10 delivered orders in the past 60 days. To calculate the NBFR, the following steps can be followed:

1. (3 ÷ 10) = .3
2. .3 x 10 = 30
3. NBFR = 30%

(If necessary, round up to the nearest 1 decimal place.)
For example, Shop ABC received 3 return requests out of 10 delivered orders in the past 60 days. The shop's Non-Buyer Return and Refund Rate would be calculated as 3 ÷ 10, resulting in an Non-Buyer Return and Refund Rate of 30% (rounded to the nearest 1 decimal place).
A shop's Non-Buyer Return and Refund Rate refreshes daily and is published in Seller Center.

How Non-Buyer Fault Return and Refund Rate Impacts Your Shop

Your Non-Buyer Fault Return and Refund (NBFR) rate directly affects your shop’s performance. NBFR is a key factor in calculating your Shop Performance Score (SPS).

• A high NBFR can negatively affect your SPS, which may reduce product visibility and affect your eligibility for SPS benefits.
• A low NBFR can improve your SPS and positively impact your eligibility for SPS benefits.

To learn more about managing your return and refund requests, refer to our Guide to Managing, Returns, Refunds, and Replacements.
If you have concerns about your NBFR, you can reach out to your Account Manager or request support through Seller Center.

How to See Your Non-Buyer Fault Return and Refund Rate

To see your Non-Buyer Fault Return and Refund Rate, follow these steps:

1. Head to Seller Center homepage
2. Use the sidebar to navigate to Shop Performance Score under Account Health
3. Scroll down to the Monitor the following metrics section
4. Under Customer Service, click on Non-Buyer Fault Return and Refund Rate

5. Scroll down to the Problem Order Details section. The table displays all uncanceled orders that have a return or refund request in the past 60 days. NOTE: Orders that are excluded from the Non-Buyer Fault Return and Refund Rate calculation will not be shown in this table.

Best Practices

Check out these videos to help lower your NBFR!

Additional Tips

1. Manage customer expectations
   • Providing more details about product functionalities and mention if there might be any visible differences in your product listings.
   • Avoid exaggerated claims in your product listings.
2. Check packages for complete contents
   • Your shipment should include everything that is listed in your product detail page, including instructions, cords, and accessories.
3. Consider shipping with Fulfilled by TikTok (FBT)
   • TikTok warehouses handle the storing, picking, packing, and shipping of orders. With FBT, any logistics-related experience will be exempted from your Shop Performance Score calculations.
4. Stay up-to-date on after-sales requests
   • Monitor the status of return/refund orders consistently and follow up with your customers as needed.
   • Check out our Guide to Managing Returns, Refunds, and Replacements to learn about the return and refund process.

Find out more about another Shop Performance Score metric that evaluates after-sales requests—After-Sales Handling Time.

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Non-Buyer Return and Refund Rate is one of six metrics contributing to your Shop Performance Score. Learn more about the other metrics in our 2025 Guide to Shop Performance Score.