On-Time Delivery Rate (OTDR) Requirements

Key Points:

• On-Time Delivery Rate calculates how often you meet the expected delivery SLA for your orders.
• Sellers are expected to maintain an On-Time Delivery Rate at or above an 80% in order to meet the customer delivery expectations and avoid violations.
• Shops with an On-Time Delivery Rate below 80% will incur enforcements.
• Deliver-by SLA is in business days only. Weekends and federal holidays do not count toward your designated SLA.

This document outlines the On-Time Delivery Rate (OTDR) requirements on TikTok Shop. OTDR compliance is also subject to our Fulfillment Policy. Sellers must comply with both this document and the Fulfillment Policy when fulfilling orders on TikTok Shop.

On-Time Delivery Rate

On-Time Delivery Rate (OTDR) is a shop-level metric that measures the timeliness of order deliveries within a set frame of time. It represents the percentage of orders delivered by their designated "deliver-by date" from the total orders expected to be delivered within the set timeframe.
Per our Fulfillment Policy, all shops must maintain an OTDR greater than or equal to 80%. If a shop's OTDR falls below 80%, it will subject to enforcement actions.

How On-Time Delivery Rate Impacts Your Shop

OTDR is one of the core four metrics used to evaluate a shop's fulfillment performance and shop health. The four core performance metrics, based on TikTok Shop's Fulfillment Policy, are:

• Valid Tracking Rate (VTR)
• Late Dispatch Rate (LDR)
• On-Time Delivery Rate (OTDR)
• Seller-Fault Cancellation Rate (SFCR)

Your OTDR is included in your Shop Performance Score (SPS) calculation. That's why it's very important to maintain an OTDR of more than 80%.
The higher your OTDR is, the more it can help to improve your shop's SPS.
OTDR enforcements can be appealed (see Appeals below). If not appealed, the violation will remain on your account record for 90 days. After 90 days, the violation will be removed.

On-Time Dispatch Rate Violations

When a shop's OTDR does not meet the SLA requirements in the Fulfillment Policy requirement of more than or equal to 80%, enforcement actions will be taken. Under the Seller Enforcement Policy, these violations can include, but are not limited to, Account Health Rating (AHR) point deductions, order volume limits, or extended settlement periods.
Additionally, the more OTDR violations a shop gets, the more strict the enforcement actions imposed will become.

Exceptions for On-Time Delivery Rate

Fulfilled by TikTok (FBT) and Express Shipping orders are exempt from OTDR calculations.
To learn more about the On-Time Delivery Rate policy, refer to our Fulfillment Policy.

How On-Time Delivery Rate Is Calculated

OTDR for orders created during the evaluation period = On-time deliveries / Orders to be delivered during the assessment period*For Upgraded TikTok Shipping and Collection By TikTok orders, a 'Late Delivery' status will only apply if dispatch fails to occur within the dispatch SLA. This applies within the assessment period starting from June 2026.
Fulfilled by TikTok (FBT)With FBT, TikTok handles the end-to-end logistics for the seller. FBT orders will always be counted as an on-time delivery.
In the above example, suppose a seller has 10 Upgraded TikTok Shipping orders to deliver within the OTDR assessment:

• Out of all 10 regular orders,
  • 7 orders were delivered on time
  • 2 orders were delivered late but dispatched on time (Note: The dispatch SLA depends on the order type)

OTDR Calculation: (7 + 2) / 10 = 9/10 = 90%🔎 Sellers may view their OTDR and orders with issues from the Fulfillment Performance page or Shop Performance Score page.

Deliver-By SLA and Deliver-By Date

The deliver-by SLA is set from order creation time to delivery. It is the designated timeframe that a seller has to get an order packed, shipped, and delivered.
The deliver-by date is the deadline for a package to be marked Delivered to meet OTDR expectations. For each order, the "deliver-by" date is calculated from the "Awaiting Shipment" status.
For an order to be considered delivered on time, the Logistics Service Provider (LSP) or carrier must mark it as "Delivered" on or before the "deliver-by" date.
Seller Center will then display the status as Delivered.

Order Types and Deliver-By SLA

The deliver-by SLA varies depending on the order type. The table below outlines the deliver-by SLA for different order types.
You can learn more about TikTok Shop's custom order types (Made-to-Order, Pre-Order, Backorder, and Custom Handling Time Products) in our Custom Orders Policy. For virtual goods, sellers must ensure orders are prepared for customer redemption within 2 business days of the order status changing to Awaiting Shipment.If you have additional questions about product handling, you can refer to the Estimated Delivery Time (EDT) Seller Configuration Process guide.

On-Time Delivery Rate Appeals

Sellers bear responsibility for providing clear, verifiable, and original evidence. Claims relying solely on documents that cannot be independently verified are less likely to be accepted. An OTDR enforcement can be appealed based on the following rules:

• Each OTDR enforcement can only be appealed twice.
• 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 initial appeal rejection.

Accepted Appeal Scenarios

To appeal an OTDR violation, it must meet one of the acceptable appeal scenarios listed below.

1. Service disruptions with carrier: Uncontrollable events (e.g., labor strikes, natural disasters, power outages, force majeure) led to carrier delays that caused late delivery outcomes for impacted orders.
2. Order IDs marked as lost by carrier: The carrier confirmed loss or damage that prevented on-time delivery for the affected orders.
3. Duplicate enforcement: The same order ID was included in multiple OTDR enforcements, or a prior appeal for the same order ID was already approved.
4. Wrongly classified as late delivery: Evidence shows the package was delivered on time, but the order was still classified as late delivery.
5. TikTok Seller Center issues: Platform-side errors or system issues in Seller Center resulted in late delivery classification despite on-time handover or delivery.

Appeal Requirements

To successfully submit an appeal for the scenarios above, provide the following documentation.

1. Service disruptions with carrier. Must provide at least one of the following:
   1. Carrier advisory emails confirming disruption and time period that aligns to the enforcement timeline.
   2. Official public notice (news postings or government alerts) including affected areas consistent with the logistics node trajectory and dates matching enforcement.
   3. A list/screenshots of affected orders with tracking numbers, plus tracking screenshots showing carrier-caused delay reasons.
2. Order IDs marked as lost by carrier. Provide one or both of the following:
   1. Lost or damaged claim documents/emails from the carrier showing a timeline that matches the enforcement dates, with order IDs matching the problem order list.
   2. Return, replacement, or refund logs showing seller actions and including order IDs and dates that match the problem order list.
3. Duplicate enforcement. Must provide one of the following:
   1. Screenshots from Seller Center showing more than one OTDR enforcement for the same order ID.
   2. Screenshots showing an OTDR violation of the same order ID was already approved in a separate appeal.
4. Wrongly classified as late delivery. Must provide one or more of the following, and each must include a delivery timestamp:
   1. Tracking information from the carrier website showing the package was delivered before the "Late delivery after" date.
   2. Confirmation from the customer that the package was delivered before the "Late delivery after" date.
   3. Delivery photos of the package with a timestamp that is earlier than the "Late delivery after" date.
5. TikTok Seller Center issues. Provide one or more of the following:
   1. Screenshot(s) of the system issues encountered in Seller Center.
   2. Screenshot(s) showing orders scanned by the carrier within 1 business day of the order creation date (Saturdays, Sundays, and Federal Holidays are not counted as business days).
   3. Screenshot(s) showing orders delivered by the carrier on or before the "Late delivery after" date.
   4. Conversation screenshots with the customer confirming delivery on or before the "Late delivery after" date.

Ensure that your submitted documentation shows the order ID associated with OTDR enforcement. Support your appeal with the tracking information of the order ID on the carrier page, with additional notification from the carrier that states the issues impacting the order delivery or dispatch.
Example of carrier suspension service alert:
Example of tracking information with Order ID and fulfillment deadlines:

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.

---

Become a Policy Pro! Check out our On-Time Delivery Rate Best Practices and FAQs for tips to improve your OTDR.