Valid Tracking Rate Best Practices and FAQs

In this guide, you will learn about:

• Steps to monitor your Valid Tracking Rate
• Best practices to improve your Valid Tracking Rate

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

• Fulfillment Policy

Guide to Valid Tracking Rate

How to See Your Valid Tracking Rate (VTR)

1. Click on Analytics

2. Click on the Post purchase tab
3. Then click on the Fulfillment tab

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

Best Practices for Improving Your Valid Tracking Rate

To set yourself up for tracking number consistency and success, here are some best practices to follow.

1. Always double-check that the customer address matches the address on the shipping label.
2. Keep track of your orders and review them to make sure they have at least 2 valid carrier scans*.
   1. Arrival at the carrier facility
   2. Delivery or attempted delivery scan
   3. Carrier provided scans indicating a package has been damaged or lost in transit will also count towards the required two scans
3. Always verify that each package has its own unique tracking number. Find a system that works for you, whether it is keeping a spreadsheet or creating a checklist.
4. You can also consider using TikTok Shipping or Fulfilled by TikTok (FBT). These TikTok Shop programs ensure that your orders always have valid tracking numbers.

For additional information, please refer to the Adding and Verifying the Tracking Information section in the Customer Order Shipping policy.

Frequently Asked Questions (FAQs)

What makes a tracking number invalid?

1. Mismatched addresses (customer address does not match the address associated with the shipping label)
2. Packages that have duplicate tracking status.
3. Recycled tracking numbers, which means tracking numbers that are used for multiple different orders for different customers
4. Packages that are marked as delivered to wrong addresses due to fulfillment issues are invalid.
5. Incomplete scans due to fake tracking numbers
6. Long-tail orders (orders delayed for a long time that don't have any carrier scans during package handover, transit scans, or final status scans)
7. Delivery status updates that show the location of the package in random spots across the country.

What if I believe my VTR is inaccurate?

When you review the ticket for a VTR violation, 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 having tracking number issues.
You will then need to prepare the required evidence (outlined above in the Appeal Requirements section) for each of the tracking numbers that were incorrectly flagged as invalid.

What if I entered the tracking number incorrectly?

Sellers can correct or update tracking and shipping information if a mistake is made. However, sellers can only make a one-time edit themselves prior to the order being marked as "Delivered".
If further changes are needed, a support ticket must be submitted within 30 days of the order date. Support requests must include original and new tracking numbers and/or carrier names.

Does VTR affect a shop's Account Health Rating (AHR) or Shop Performance Score (SPS)?

Your VTR will affect your AHR. VTR violations will lead to deductions in points for your account health. However, your VTR will not impact your SPS score.
Aside from impacting your AHR, continued VTR violations will lead to, but is not limited to, decreased visibility, or restrictions on Seller Shipping privileges.

My recent orders are good. Why is my VTR low?

The VTR metric evaluates packages that have been marked shipped in the previous 14 to 21 days from the current date. Therefore, if you previously had valid tracking number issues, you may need to wait a week or two for your VTR to reflect the most recent orders.

My orders have all the tracking scans. Why is my VTR low?

Just because all orders have tracking scans, it does not mean that you've met all the required criteria for a tracking number to be valid. For a tracking number to be considered valid, it will need to meet these requirements:

1. It has at least two valid scans for the carrier (including delivery or attempted delivery scans). Packages that are marked as lost, damaged in transit, or undeliverable are also valid scans.
2. The delivery address tied to the tracking number matches the customer's shipping address
3. It has not been duplicated, which means that it cannot be assigned to more than one order or to an order for a different customer
4. The carrier's timestamps are consistent and accurate (for example, the pickup timestamp does not appear before the order creation timestamp).

To identify what caused the tracking number to be invalid, investigate the issue at the order-level and ensure packages are delivered to the right customers with proper carrier scans.
NOTE: Cross-border tracking updates are not supported on the US platform.

How can I improve my VTR?

Consider changing your shipping provider or carrier. Additionally, if you use third party integrators for order fulfillment, investigate tracking ID integration issues. Furthermore, you can explore adopting Ship By TikTok or FBT. We don't evaluate VTR for these fulfillment modes.