Seller-Fault Cancellation Rate Rate Best Practices and FAQs

In this guide, you will learn about:

• Steps to monitor your Seller-Fault Cancellation Rate
• Best practices to improve your Seller-Fault Cancellation Rate

For details on related policies, enforcements, and appeal requirements, please refer to:

• Fulfillment Policy

Guide to Seller-Fault Cancellation Rate

How to See Your Seller-Fault Cancellation Rate (SFCR)

You can view your SFCR in two different places in Seller Center:

• Shop Performance Score page: shows you a 30-day SFCR
• Fulfillment Performance page: shows you a 7-day SFCR

Shop Performance Score (SPS)

1. In Seller Center, click on Account health
2. Click Shop Performance Score
3. Scroll down to Improve these metrics to elevate your score and then click the Analyze performance in the Fulfillment & logistics section for the Metric diagnosis tool.

To go straight to your Metrics diagnosis tool in Seller Center, click here.

Fulfillment Performance Page

To see your Fulfillment Performance page in Seller Center, follow these steps:

1. Click on Orders
2. Click on the Fulfillment Performance tab
   

Want to see your shop's SFCR? Click here to go straight to your Fulfillment Performance page in Seller Center. To learn more about your Fulfillment Performance page, you can refer to our Guide to the Fulfillment Performance Page article.

Best Practices for Improving Your Seller-Fault Cancellation Rate (SFCR)

1. Maintain accurate inventory levels, do not inflate inventory, and avoid cancellations caused by stock shortages or delayed shipments.
2. Set the appropriate price and avoid cancellations due to pricing inaccuracies.
3. Make sure to have accurate product listings that meet compliance requirements. Upload any necessary compliance documentation to the Qualification Center in a timely manner.
4. Try out the Fulfilled by TikTok (FBT) program. Since TikTok Shop will handle the entire dispatch and delivery process, these orders are exempt from SFCR calculations.
5. If eligible, try out our seller fulfillment tools!
   • Backorder: Extend the handling time from 3-15 days for products that are temporarily out of stock but can be shipped with only a minor delay.
   • Custom Handling Time tool: Extend the handling time from 2 business days to up to 7 business days, for in-stock products that require additional handling time to ship.
   • Order Handling Capacity tool: Set an estimated maximum number of orders your shop can handle each day to extend the dispatch SLA and order delivery time. It also helps you to pace incoming orders to prevent additional order surges.

Frequently Asked Questions (FAQs)

What are auto-cancellation SLAs?SLAs are the maximum number of business days for an order to reach a specific stage in the fulfillment/shipping process. Unless specified by the customer, TikTok Shop will automatically cancel an order if it does not reach the To Ship - Awaiting Collection status within the designated SLAs.
What if I believe my SFCR is inaccurate?When you review the tickets for SFCR violations, you will see the option to appeal.
Before submitting the appeal, TikTok Shop will direct you to download a list of all the tracking numbers submitted within the designated time period. Be sure to download the list and identify the orders that were flagged as canceled.
You will then need to prepare the required evidence (please refer to the Appeal Requirements section) for each of the tracking numbers that were incorrectly flagged as canceled.
How can I improve my SFCR?

1. Maintain accurate inventory levels, do not inflate inventory, and avoid cancellations caused by stock shortages or delayed shipments. Leverage these 3 tools to help you manage your inventory and fulfillment SLAs easily!
   • Backorder: Extend the handling time from 3-15 days for products that are temporarily out of stock but can be shipped with only a minor delay.
   • Custom Handling Time tool: Extend the handling time from 2 business days to up to 7 business days, for in-stock products that require additional handling time to ship.
   • Order Handling Capacity tool: Set an estimated maximum number of orders your shop can handle each day to extend the dispatch SLA and order delivery time. It also helps you to pace incoming orders to prevent additional order surges.
2. Set the appropriate price and avoid cancellations due to pricing inaccuracies.
3. Make sure to have accurate product listings that meet compliance requirements. Upload any necessary compliance documentation to the Qualification Center in a timely manner.
4. Try out the Fulfilled by TikTok (FBT) program. Since TikTok Shop will handle the entire dispatch and delivery process, these orders are exempt from SFCR calculations.