In this guide, you will learn about:

• Steps to monitor your On-Time Delivery Rate
• Best practices to maintain a high On-Time Delivery Rate

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

• Fulfillment Policy

Guide to On-Time Delivery Rate

How to see your OTDR

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

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

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 Metric 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 OTDR? 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.

How to see deliver-by dates for orders

To see the deliver-by dates for each order, go to the Manage Orders page and click on the Shipped tab. The deliver-by dates for each order is in the Seller Shipping column.

How to see orders that missed their deliver-by date

How to see orders that missed their deliver-by dateOrders that miss their deliver-by date will be grouped under the Logistics Issue tab in Seller Center.

1. Go to Seller Center
2. Click on Manager Orders from the main menu
3. Scroll down to the list of all orders
4. Click on the Filter button and click on the Urgent dropdown
5. Select Late Delivery and then Apply
6. Click on the Sort By button and select either Deliver-by date (oldest first) or Deliver-by date (newest first)

Tips for Maintaining a High OTDR

1. Choose a reliable logistics provider
   • Use a TikTok Shop-supported logistics provider or select one of TikTok Shop logistics services. (See Frequently Asked Questions section for more information).
   • For more information on seller shipping, refer to the Seller Shipping: Overview and Services article.
2. Use accurate product categories
   • Categorize products correctly during listing.
   • Items listed as made-to-order, pre-order, backorder, or custom handling have a longer deliver-by SLA due to product-specific processing/handling times.
3. Stay up-to-date on your order statuses
   • Monitor their delivery status of dispatched orders consistently and follow up with the carriers as needed.
   • Check out our Best Practices for Order Fulfillment to learn more fulfillment tips.
4. Monitor your OTDR performance
   • Check your Fulfillment Performance page or your Shop Performance Score page to see detailed OTDR information.
   • Jump directly to your Seller Center pages by clicking on one of the following links:
   • Fulfillment Performance page
   • Shop Performance Score
5. Keep an eye on your inventory
   • Regularly monitor your listing inventory. Listed items should have an accurate inventory count and the appropriate stock levels for orders to be readily available for shipping.
   • Don't inflate inventory counts beyond actual stock levels. Doing this can result in unmanageable order volumes, which lead to customer complaints and potential penalties.
6. Check out the Order Handling Capacity feature
   • Activate Order Handling Capacity and its associated deadline extension to receive extra days in the deliver-by SLA for orders exceeding their stated daily capacity.
7. Consider the Fulfilled by TikTok (FBT) program
   • Consider enrolling in Fulfilled by TikTok — as FBT orders are not subject to OTDR evaluation.

Frequently Asked Questions

Where can sellers see their OTDR data?Check out the "How to see your OTDR" section for detailed instructions on where to find see your shop's OTDR.
Where can a seller track their Deliver-by dates?Check out the How to see deliver-by dates for orders section in this article for detailed instructions on how to see delivery-by dates for individual orders.
Do business days include weekends and federal holidays?No. Weekends (Saturday and Sunday) and federal holidays (as listed in the US Office of Personnel Management) are not considered business days.
When does the deliver-by SLA start counting days? The deliver-by date is calculated starting from the next business day after the order is placed. Therefore, the deliver-by SLA countdown begins on the business day following the order placement date.
Does OTDR affect a shop's Account Health Rating (AHR) or Shop Performance Score (SPS)?Yes, a shop's OTDR is included in Shop Performance Scores (SPS) calculations. This means that the higher your OTDR is, the more it can help to improve your shop's SPS.
What if my carrier's deliver-by SLA differs from TikTok Shop's? TikTok Shop continually monitors the delivery SLAs of logistics providers to ensure that our deliver-by SLAs are aligned with industry standards.
You can also refer to our list of approved logistic providers listed in the Seller Shipping: Overview and Services guide to see if a different carrier would be a better fit.
What's the difference between OTDR and Late Dispatch Rate (LDR)?Late Dispatch Rate (LDR) measures how efficiently sellers dispatch their orders, while On-Time Delivery Rate (OTDR) assesses whether orders are delivered within the expected timeframe.
For LDR, sellers can meet dispatch timeliness requirements by confirming orders and providing valid tracking numbers. The OTDR ensures sellers manage their order volume effectively and collaborate with their chosen carriers to deliver orders within expected timeframes.
What type of shipping services are accepted by TikTok Shop?TikTok Shop shipping options include:

• Fulfilled by TikTok (FBT): FBT takes care of warehousing, packing, and shipping.
• TikTok Shipping: TikTok Shop offers Standard and Express Shipping services, with carriers like USPS, UPS, and FedEx, for negotiated carrier rates. Shipping labels will be printed directly from Seller Center.
• Seller Shipping: You select your own carrier and supply the shipping logistics to Seller Center.

When considering your preferred shipping method, remember that FBT and Express Shipping are exempt from the OTDR measurement.
Which logistics partners (shipping services) are supported by TikTok Shop?For the most up-to-date list of all the logistics partners (shipping services) supported by TikTok Shop, refer to the Seller Shipping: Overview and Services article.
What happens if an order is lost or damaged by a logistics carrier (shipping service)?Unfortunately, TikTok cannot assist with resolving any logistics issues for orders shipped outside of TikTok Shipping. Please contact your chosen carrier directly to resolve any issues. Check out our Recommendations to prevent lost or damaged packages for guidance on best practices.
To learn more about accepted appeals for OTDR enforcements, please refer to the Appeals section.
What should I do if I can't dispatch a product due to unexpected events, such as weather disruptions?During widespread disruptions, the standard Service Level Agreements (SLA) in our Fulfillment Policy may be temporarily extended. TikTok Shop is unable to notify sellers in all instances, especially when extensions are localized to specific regions. You can check SLA extensions for your orders by following these steps:
Step 1: See the latest SLA for your order(s):

• Go to the Manage Orders page in Seller Center.
• Click on the To Ship tab. The dispatch deadline for each order is in the Shipping Method column.
  
• Alternatively, select an Order ID to view the Order Details. The dispatch SLA, auto-cancellation SLA, and deliver-by SLA should be visible.
  

Step 2: If you receive an enforcement action for orders delayed due to circumstances beyond your control, please submit an appeal.
You may be asked to include documentation that includes but is not limited to:

• your carrier or logistics service provider's delay notice (with the name, warehouse address, and impact period)
• proof of an attempted pick-up and/or drop-off,
• the impacted order IDs with an enforcement action

🔎 View steps to submit an appeal through your Account Health Rating page here.
You may also submit an appeal for violations, related to impacted orders, through the Shop Performance Score page.
🔎 Refer to our guide on How to Appeal Your Shop Performance Score (SPS) for detailed steps.
Orders that have not been impacted must follow the standard Fulfillment SLA in our Fulfillment Policy.