Key Points:

• Your Account Health Rating (AHR) measures the health of your shop. You can earn points by successfully fulfilling orders and passing policy quizzes, but you may also lose points for not complying with our policies or meeting our performance standards.
• Keep your AHR above 150 points to avoid penalties. If your AHR drops to 150, 100, 50, or 0 points, milestone enforcement actions may be taken against your account. If your score drops, pass the milestone quiz to reduce the impact of these actions.

The Account Health Rating (AHR) is a color-coded numerical score (from 0-1,000) that provides a snapshot of the overall health of your seller account. It reflects the points you have earned and lost based on your shop's activities over the last 180 days. Points will be added for successfully fulfilling orders or passing policy quizzes, and they may be deducted when you breach a policy or do not meet our performance standards. All sellers start off with 200 points.

• If the AHR is in the green zone, it means the shop has at least 200 points and is in a healthy state.
• If the AHR is in the orange zone, it means the shop has 51-199 points. It is at risk of receiving or has received milestone enforcement actions.
• If the AHR is red, it means the shop has 50 or fewer points and is at risk of deactivation. If the AHR reaches 0, the seller's account may be deactivated.

Earning Points

You can earn points in 2 ways:

• 4 points for every 200 finished orders in the last 180 days. Sample orders, and orders that were returned, refunded, cancelled, or defective in any way are not included.
  • Please note that sellers can earn a maximum of 20 points per week through this method.
• Points are also awarded for taking and passing every policy quiz tagged to a violation. The number of points you earn depends on the quiz. Read our All about TikTok Shop's Policy/Milestone Quiz article for more information.
  

Every point added to your AHR will be reset after 180 days from the date it was earned. For example, if you earn 2 points on Dec 1, 2024, those 2 points will be removed from your AHR 180 days later on May 30, 2025.

Losing Points

You may lose points if you breach our policies or do not meet our performance standards. The points we deduct depend on the severity and frequency of the violation. Every point deducted from your AHR will be reset after 180 days.

The AHR homepage displays your performance metrics and your most common policy violations, to help you quickly identify what needs attention:

Policy violations are grouped as follows:

• Product compliance: Listing prohibited products
• Product safety: Product recall and safety issues
• Listing quality: Product listing issues, such as product miscategorization and incomplete product information
• Intellectual property: IP infringement (such as trademark or copyright), listing counterfeit products, and missing brand authorization
• Fair trading: Fraudulent orders, suspicious transactions, and other issues that affect the integrity of our platform
• Fulfillment and after-sale: Order fulfillment issues, such as late dispatch
• Account management: Onboarding, account finance, and account dormancy
• Customer reviews: Review manipulation and negative reviews

Enforcement Actions and Appeals

We may take additional enforcement actions against a shop when its AHR drops to 150, 100, 50, or 0 points. These are called milestone enforcement actions.
At 150 points:

• The shop may not be able to enroll in new mega campaigns (large-scale promotional events) for 7 days.
• The shop may not be able to create new listings for 7 days.

At 100 points:

• The shop may not be able to enroll in new mega campaigns for 14 days.
• The shop may not be able to create new listings for 14 days.

At 50 points:

• The shop may not be able to enroll in new mega campaigns for 28 days.
• The shop may not be able to create new listings for 28 days.

At 0 points:

• The seller's account may be permanently deactivated.

Reactivating a seller account is at our sole discretion.

Milestone Quiz

Depending on the milestone enforcement, the seller can take and pass a milestone quiz to reduce its duration. Read our All about TikTok Shop's Policy/Milestone Quiz article for more information.

Frequently Asked Questions (FAQs)

What does it mean that points will reset every 180 days?

The points you earn or lose will reset every 180 days. For example:

• Your AHR is currently 200. You earned 2 points for passing a quiz on December 1, 2024, bringing your total to 202 points. These 2 points will only remain on your AHR for 180 days. On May 30, 2025, your AHR will return to 200 points, assuming you did not lose or gain any other points during this period.
• The same principle applies to points you lose. For example, your AHR is currently 200. You lose 2 points for a violation on December 30, 2024, bringing your total to 198. These 2 points will be returned to your AHR after 180 days. So, on June 28, 2025, your AHR will return to 200 points, assuming you did not lose or gain any other points during this period.

However, this rule does not apply to points that are returned to you after a successful appeal or correction.

What is the difference between the AHR and the Shop Performance Score (SPS)?

The Shop Performance Score is a dynamic score that tracks how well your shop has performed over the last 90 days. It measures product satisfaction, order fulfillment, and customer service. It ranges from 0 to 5. The higher your SPS, the more rewards and benefits you unlock for your shop! Given our rewards-based approach to the SPS, we do not take enforcement actions against your shop if it has a low SPS.

The AHR is a scale that tracks the level of your shop's compliance with our policies over the last 180 days. It ranges from 0 to 1000. A higher AHR generally indicates that you are abiding by our policies. Given our compliance-focused approach to the AHR, we may take milestone enforcement actions against your shop if it has a low AHR.

General Enforcement Policy

We regularly review your shop’s compliance with this document and our Seller Enforcement Policy. If any violations are identified, TikTok Shop may take enforcement action at our sole discretion. This may include, but is not limited to:

• Deducting points from your Account Health Rating
• Removing product listings
• Revoking your access to offer products for sale
• Issuing refunds to customers

For more information on enforcement actions, refer to our Seller Enforcement Policy. If you would like to appeal an enforcement action, visit the Appeals section for guidance.

Best Practices Checklist

• Regularly monitor your AHR dashboard.
• Fulfill orders promptly and accurately.
• Ensure products and listings comply with all policies.
• Complete policy quizzes to earn back points.