Summary
Removed rules about transfers to TikTok Shop platform support affecting 24-hour response rate calculations; clarified language to address sellers directly instead of third-person references.
Why it matters
Sellers must understand updated response rate calculation criteria and direct responsibility for customer service, but no new enforcement or penalties were introduced, reducing confusion.
Recommended action
Review updated customer service response requirements and ensure compliance with clarified response rate calculations and weekend response timing.
If a conversation is fully handled by a chatbot without being transferred to you, it is excluded from the calculation and does not impact the response rate.
If you have the Chatbot turned on, the 24-hour response requirement does not apply on weekends. However, all weekend messages must be answered by Monday 12 PM local time.
Casual or small talk replies (such as "Hi" or "Hello") do not count as valid responses. You must provide meaningful replies that address the customer’s inquiry for the chat to be counted.
If a conversation is fully handled by a chatbot without being transferred to you, it is excluded from the calculation and does not impact the response rate.
If you have the Chatbot turned on, the 24-hour response requirement does not apply on weekends. However, all weekend messages must be answered by Monday 12 PM local time.
Casual or small talk replies (such as "Hi" or "Hello") do not count as valid responses. You must provide meaningful replies that address the customer’s inquiry for the chat to be counted.
If a conversation is fully handled by a chatbot without being transferred to you, it is excluded from the calculation and does not impact the response rate.
Affects: Seller
If a customer accepts a transfer to speak with Tik Tok Shop's platform support after 24 hours with no response from a seller, it is included in the calculation and will impact the response rate.