Summary
Sellers must now respond to all customer messages within 24 hours at 90%+ rate and maintain professional service. New prohibitions on harassment, off-platform solicitation, payment requests, and data misuse through TikTok Shop Chat.
Why it matters
90% 24-hour response rate is a new quantified KPI enforcement metric. Violations expose sellers to account penalties. Off-platform solicitation and payment request prohibitions tighten control over customer communication channels.
Recommended action
Audit customer service processes to ensure 90%+ 24-hour response compliance. Review chat logs for off-platform links, extra payment requests. Document response times by automated tracking or ticketing system.
Key Points:
Sellers must provide professional, timely, and accurate customer service through Tik Tok Shop Chat. Sellers must not use customer communications to harass users, solicit off-platform transactions, request extra payments, or misuse customer data. Sellers are expected to maintain service quality standards, including a 24-Hour Response Rate of 90% or higher.
Sellers must provide professional, timely, and accurate customer service through Tik Tok Shop Chat.
Sellers must not use customer communications to harass users, solicit off-platform transactions, request extra payments, or misuse customer data.
Sellers are expected to maintain service quality standards, including a 24-Hour Response Rate of 90% or higher.
No content was removed in this update.
Affects: Seller