Summary
Clarified that sellers are evaluated weekly on 24-Hour Response Rate excluding automated replies, TikTok-handled queries, and chats during Holiday mode; poor performance can lead to violations and enforcement actions with an appeal process available.
Why it matters
Sellers must maintain timely, meaningful customer service responses to avoid violations and enforcement penalties, impacting their account health and operational status.
Recommended action
Review and ensure customer service teams meet the 24-Hour Response Rate requirements, utilize Holiday mode appropriately, and prepare to appeal if enforcement actions are mistakenly applied.
Tik Tok Shop evaluates you based on your customer service response time. The 24-Hour Response Rate is reviewed every Monday, based on performance over the last 7 calendar days. You will only be assessed if you received customer messages during that period.
The following will not be counted in the 24-Hour Response Rate evaluation: Automated replies, including chatbot and FAQ responses Customer queries handled by Tik Tok Shop. Only queries routed to you will impact your performance metrics Chats initiated while your shop is in Holiday mode (a feature that allows you to temporarily
Tik Tok Shop evaluates you based on your customer service response time. The 24-Hour Response Rate is reviewed every Monday, based on performance over the last 7 calendar days. You will only be assessed if you received customer messages during that period.
The following will not be counted in the 24-Hour Response Rate evaluation: Automated replies, including chatbot and FAQ responses Customer queries handled by Tik Tok Shop. Only queries routed to you will impact your performance metrics Chats initiated while your shop is in Holiday mode (a feature that allows you to temporarily deactivate
Affects: Seller
Automated replies, including chatbot and FAQ responses
Customer queries handled by Tik Tok Shop. Only queries routed to you will impact your performance metrics
Chats initiated while your shop is in Holiday mode (a feature that allows you to temporarily deactivate your listings)
Performance below target metrics for the 24-Hour Response Rate may result in violations and enforcement actions. If your 24-Hour Response Rate continues to decline after the initial violation, further enforcement actions may be applied. You can submit an appeal through the Account Health Rating page on Seller Center if you believe the violation was issued in error.
Automated replies, including chatbot and FAQ responses
Customer queries handled by Tik Tok Shop. Only queries routed to you will impact your performance metrics
Chats initiated while your shop is in Holiday mode (a feature that allows you to temporarily deactivate your listings)
Performance below target metrics for the 24-Hour Response Rate may result in violations and enforcement actions. If your 24-Hour Response Rate continues to decline after the initial violation, further enforcement actions may be applied. You can submit an appeal through the Account Health Rating page on Seller Center if you believe the violation was issued in error.