On-Time Delivery (OTDR) Rate Requirements
What this metric measures
On-Time Delivery Rate (OTDR) is a shop-level metric that measures how often your orders are delivered by their designated deliver-by date. It represents the percentage of orders delivered on time out of the total orders expected to be delivered within a set timeframe.
Why it matters
Delivering by the deliver-by date meets customer delivery expectations. OTDR is one of the four core metrics used to evaluate your shop's fulfillment performance and shop health, alongside Valid Tracking Rate (VTR), Late Dispatch Rate (LDR), and Seller-Fault Cancellation Rate (SFCR). Your OTDR is included in your Shop Performance Score (SPS) calculation, so a higher OTDR helps improve your SPS, and falling short can lower it and trigger enforcement.
The requirement
Per the Fulfillment Policy, all shops must maintain an OTDR greater than or equal to 80%. This is a hard requirement. If a shop's OTDR falls below 80%, it may be subject to enforcement actions.
How it is calculated
OTDR = On-time deliveries / Orders to be delivered during the assessment period
An order is on time when the Logistics Service Provider (LSP) or carrier marks it Delivered on or before the deliver-by date. For Upgraded TikTok Shipping and Collection By TikTok orders, a "Late Delivery" status applies only if dispatch fails within the dispatch SLA, starting from June 2026. FBT orders are always counted as on-time deliveries. Worked example: 10 Upgraded TikTok Shipping orders; 7 delivered on time; 2 delivered late but dispatched on time; OTDR = (7 + 2) / 10 = 90%. Deliver-by SLA and deliver-by date: the deliver-by SLA runs from order creation to delivery; the deliver-by date is the deadline to be marked Delivered and is calculated from the Awaiting Shipment status. Deliver-by SLAs are in business days only; weekends and federal holidays do not count. The SLA varies by order type (Made-to-Order, Pre-Order, Backorder, Custom Handling Time carry longer SLAs). For virtual goods, prepare orders for customer redemption within 2 business days of the status changing to Awaiting Shipment.What counts against you
An order lowers your OTDR when it is not marked Delivered by its deliver-by date within the assessment period. For Upgraded TikTok Shipping and Collection By TikTok orders (starting June 2026), a late delivery is counted only when dispatch fails within the dispatch SLA.
What does not count (exceptions)
- Fulfilled by TikTok (FBT) orders: exempt; always counted as on-time deliveries.
- Express Shipping orders: exempt from OTDR calculations.
- Weekends and federal holidays: do not count toward your designated deliver-by SLA.
Enforcement: what happens if you miss the requirement
When your OTDR falls below the 80% requirement, enforcement actions may be taken under the Seller Enforcement Policy. The more OTDR violations a shop accumulates, the stricter the enforcement may become. If an OTDR enforcement is not appealed, the violation remains on your account record for 90 days and is then removed. Possible enforcement actions include:
- Account Health Rating (AHR) point deductions.
- Order volume limits.
- Extended settlement periods.
These are examples and are not an exhaustive list.
How to monitor it in Seller Center
You can monitor your OTDR in two places in Seller Center:
- Account Health, then Shop Performance Score: shows your 30-day OTDR.
- Orders, then the Fulfillment Performance tab: shows your 7-day OTDR.
To check deliver-by dates, go to Manage Orders, open the Shipped tab, and look at the Seller Shipping column. To find orders that missed their deliver-by date, go to Manage Orders, click Filter, select Urgent, then Late Delivery, and click Apply.
How to improve
Use this checklist to protect your OTDR:
- Choose a reliable logistics provider that consistently meets delivery timelines.
- Use accurate product categories, since the deliver-by SLA depends on the order and product type.
- Stay up to date on order statuses and follow up with carriers on any order at risk of missing its deliver-by date.
- Monitor your OTDR on the Fulfillment Performance and Shop Performance Score pages so you can act early.
- Keep inventory levels accurate and do not inflate inventory counts, which can lead to orders you cannot deliver on time.
- Use Order Handling Capacity to extend dispatch deadlines for orders that exceed your daily capacity.
- Consider Fulfilled by TikTok (FBT); FBT orders are not evaluated for OTDR and are always counted as on-time.
Appeals and evidence
Provide clear, verifiable, and original evidence; claims relying only on documents that cannot be independently verified are less likely to be accepted. Support your appeal with the order ID tied to the enforcement, the carrier tracking for that order ID, and any carrier notification describing the issue. Appeal rules:
- Each OTDR enforcement can be appealed twice.
- The initial appeal must be submitted within 30 days of the enforcement message.
- If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of the initial appeal rejection.
Accepted scenarios and the evidence to prepare:
- Service disruptions with carrier: carrier advisory emails matching the enforcement timeline; an official public notice covering affected areas and matching dates; or a list or screenshots of affected orders with tracking numbers plus tracking screenshots showing carrier-caused delays.
- Order IDs marked as lost by carrier: lost or damaged claim documents or emails from the carrier with matching timeline and order IDs; or return, replacement, or refund logs with matching order IDs and dates.
- Duplicate enforcement: Seller Center screenshots showing more than one OTDR enforcement for the same order ID; or screenshots showing an OTDR violation for the same order ID was already approved.
- Wrongly classified as late delivery: each with a delivery timestamp, carrier tracking, customer confirmation, or delivery photos dated before the "Late delivery after" date.
- TikTok Seller Center issues: screenshots of the system issue; screenshots of carrier scan within 1 business day of order creation (weekends and federal holidays excluded); screenshots of delivery on or before the "Late delivery after" date; or customer confirmation of delivery on or before that date.
Submit through your Account Health Rating page; you may also appeal impacted-order violations through the Shop Performance Score page.
FAQ
Common questions from sellers:
- Where can I see my OTDR data? Your 30-day OTDR is on the Account Health, then Shop Performance Score page, and your 7-day OTDR is on the Orders, then Fulfillment Performance tab.
- Where do I track deliver-by dates? Go to Manage Orders, open the Shipped tab, and check the Seller Shipping column.
- How are business days counted? Deliver-by SLAs are in business days only; weekends and federal holidays do not count.
- When does the deliver-by SLA start? It starts from the next business day after the order is placed.
- Does OTDR affect my SPS? Yes. OTDR is included in your Shop Performance Score (SPS), so a higher OTDR helps your SPS.
- How is OTDR different from LDR? LDR measures whether you dispatch orders on time; OTDR measures whether orders are delivered by their deliver-by date.
- Which shipping services are accepted? Use accepted shipping services so tracking and delivery scans are recognized for OTDR.
- What if weather or an unexpected disruption delays delivery? During widespread disruptions the standard SLAs may be temporarily extended; check your orders for updated SLAs before assuming an order is late, and appeal with carrier evidence if needed.