We've built the Fulfillment Performance page in Seller Center (login required) to help provide an easy-to-read overview of your fulfillment efficiency and performance. On this page you can view:

• Average fulfillment timelines (from order creation to delivery)
• TikTok Shop fulfillment performance assessment metrics

In addition, you can see how your performance compares against industry standards and other shops in your category.

Where to find it

To see your Fulfillment Performance page, follow these steps:

1. Go to Seller Center
2. Click on Fulfillment Performance under Orders

To jump directly to your Fulfillment Performance, you can click here (Seller Center login required).

What you'll see

Here's an example of what your Fulfillment Performance page will look like:It has 3 main sections:

• Average fulfillment time
• Fulfillment performance metrics
• How to improve fulfillment performance

Below is a breakdown of each section and the information it displays.

1. Average Fulfillment Time

NOTE: Fulfillment time is measured in hours.The first section is called, Average fulfillment time. This section displays your average fulfillment processing time during a 7-day period (you can also adjust the time period to 28 days using the time picker).
You can use this section to get a bigger picture of how efficient your fulfillment processes are. You can compare your performance to industry standards or do a period-over-period comparison.

What do the green and red colors mean?

The Average fulfillment time not only displays performance metrics from the last 7 days (or 28 days), it also compares those metrics to the preceding 7-day period (or 28-day period).
Red = Your fulfillment efficiency dropped by X hours
Green = Your fulfillment efficiency improved by X hours
To toggle between 7 days and 28 days, you can use the time picker dropdown next to Date.NOTE:The time picker feature only applies to the Average fulfillment time module. It does not adjust the Fulfillment performance metrics section.

2. Fulfillment Performance Metrics

The second section on the Fulfillment Performance page is the Fulfillment performance metrics module. This section provides overviews of all the metrics that TikTok Shop uses to assess a shop's overall fulfillment performance.
Key fulfillment performance metrics covered:

• On-time delivery rate (OTDR)
• Late dispatch rate (LDR)
• Valid tracking rate (VTR)
• Seller-fault cancellation rate (SFCR)

Other supplementary fulfillment performance metrics covered:

• Dwell Rate
• Unshipped order rate
• Out-of-stock cancellation rate

OTDR and SFCR are also part of the Shop Performance Score (SPS) and Account Health Rating assessment. That's why it's so important to continuously monitor your fulfillment performance metrics and strategize around new ways to improve efficiency.
To learn about how these metrics are calculated, please refer to our Best Practices for Order Fulfillment guide.

Metric Cards Overview

1. When you hover over the ? icon, you will be able to see the definition of the metric as well as the dates and timeframes that the data reflects.
2. Each metric rate will be tagged with either a Good or Needs Improvement label. Note that different metrics update on different schedules.

These metrics update on Monday of every week:

• On-time delivery rate (OTDR)
• Late dispatch rate (LDR)
• Valid tracking rate (VTR)
• Seller-fault cancellation rate (SFCR)

These metrics update on a daily basis:

• Dwell Rate
• Unshipped order rate
• Out-of-stock cancellation rate

3. A snapshot of the formula will be displayed with the ratio of orders used to calculate each metric.
4. Click View details to see an overview of orders with issues and problem products.

Metric Performance Details

By clicking on View Details on a specific metric card, you can see summaries for Orders with issues and Problem products.On this page, you'll be able to choose between looking at individual orders or at individual SKUs and identify where the core issues are for that metric. Using this page, you can track fulfillment issues and proactively work to correct them.

• Late Dispatch Rate example
• Seller-Fault Cancellation Rate example

Metric Trend Chart

By clicking on a specific metric card, the trend chart will update to show the selected metric within the designated time period. This feature provides a visual of performance trends, so that you can see how your fulfillment performance is trending.
On the trend chart, there will be two lines.

• The solid teal line will indicate your performance trend for that specific metric.
• The dotted gray line indicates the industry standard performance for the primary product category of your shop.

To see more detailed information about a specific day, simply click on the chart line associated with the date. Once you click, you'll see more details about your metric for that day.

5. How to Improve Fulfillment Performance

The final section is dedicated to providing helpful information and tips for improving your overall fulfillment performance.
Each improvement card offers actionable suggestions for how you can improve your fulfillment efficiency.

• Dispatch orders on time: Highlights orders that require urgent action.
  • Orders that will exceed the dispatch SLA within 24 hours
  • Orders that have already exceeded the dispatch SLA
  • Orders that could be canceled within 24 hours due to late dispatch
• Extend your fulfillment SLA (for sellers based in the US only): Shows your on-time and late delivery data from the past 30 days. It also has two buttons that you can choose to click.
  • Extend your fulfillment SLA, which will take you to Fulfillment deadline extension page. On this page, you can set your daily order limit with the order handling capacity tool and set an order trigger that extends fulfillment deadlines automatically.
• Activate Fulfilled by TikTok (FBT): FBT is a service that takes care of storage, packing, and delivery, so you can focus on sales. FBT orders are not counted towards fulfillment performance metrics.
• Manage stock accurately: Review your Manage your stock page and make sure your set inventory levels are based on actual stock or expected restocks. This helps avoid cancellations or shipping delays and maintain a good performance record. This page also has Inventory Health Indicator (IHI), which is a feature that can help you optimize your inventory management strategy.

To learn more about how to improve your fulfillment efficiency, check out the Best Practices for Order Fulfillment guide.

Fulfillment Performance Page FAQs

When do the metrics update?

Different metrics update on different schedules. Here's a breakdown of which metrics update on what schedule.

These metrics update on Monday of every week:

• On-time delivery rate (OTDR)
• Late dispatch rate (LDR)
• Valid tracking rate (VTR)
• Seller-fault cancellation rate (SFCR)

These metrics update on a daily basis:

• Dwell Rate
• Unshipped order rate