Summary
Clarified that orders using TikTok Shipping dispatched within the dispatch SLA are considered on-time deliveries for OTDR calculations; enforcement actions for failing to meet dispatch SLA include limiting product exposure, point deductions, order volume limits, and suspension; enforcement actions for failing to fulfill orders with a cancellation rate of 90% or more over 30 days may include shop suspension or deactivation; enforcement actions now explicitly include issuing refunds and account deactivation.
Why it matters
Sellers face clearer and potentially stricter enforcement consequences for failing to meet fulfillment and dispatch requirements, increasing risk of shop suspension, account deactivation, and financial penalties if performance metrics are not met.
Recommended action
Sellers should review and ensure compliance with updated fulfillment SLAs, maintain valid tracking, and monitor key metrics like VTR, LDR, OTDR, and SFCR to avoid enforcement actions; prepare to appeal only with verifiable evidence as specified.
Fulfillment Policy 05/19/2026 Key Points: Sellers must dispatch and deliver orders within the required Service Level Agreements.
Fulfillment Fulfillment refers to the complete process of receiving, processing, and delivering a customer’s order on Tik Tok Shop.
Requirements for Fulfillment Service Level Agreements (SLA) A Fulfillment SLA is the maximum number of business days for an order to reach a specific stage in the fulfillment/shipping process.
Order status must be marked as Delivered.*Orders using Tik Tok Shipping that were dispatched within the dispatch SLA are considered on-time deliveries in OTDR calculations.
Affects: Seller
It represents the percentage of non-FBT (Fulfilled by Tik Tok) orders delivered on or before their designated deliver-by date and is calculated weekly (Monday-Sunday) based on all orders expected to be delivered during that period.
Carrier marks order(s) as lost To learn more about the On-Time Delivery Rate and appeal requirements, please refer to our On-Time Delivery Rate Requirements.
Enforcement Actions and Appeals We regularly review shops for compliance with our policies.
If violations are identified, we will take enforcement actions on your shop.
If you would like to appeal an enforcement action, visit the Appeals section for guidance.
Previous Tik Tok Shop Fraudulent Order Control Policy Next De Minimis Policy×
OTDR for orders created during the evaluation period = On-time deliveries* / Orders to be delivered during the assessment period*For Tik Tok Shipping orders - including collection by Tik Tok and Upgraded Tik Tok Shipping orders, a 'Late Delivery' status will only apply if dispatch fails to occur within the dispatch SLA.
This may include, but is not limited to: Deducting points from your Account Health Rating Removing product listings Revoking your access to offer products for sale Issuing order volume limits Issuing refunds to customers Account deactivation For more information on enforcement actions, refer to our Seller Enforcement Policy.
Fulfillment Policy 05/19/2026 Key Points: Sellers must dispatch and deliver orders within the required Service Level Agreements.
Fulfillment Fulfillment refers to the complete process of receiving, processing, and delivering a customer’s order on Tik Tok Shop.
Requirements for Fulfillment Service Level Agreements (SLA) A Fulfillment SLA is the maximum number of business days for an order to reach a specific stage in the fulfillment/shipping process.
Order status must be marked as Delivered.*Orders using Tik Tok Shipping that were dispatched within the dispatch SLA are considered on-time deliveries in OTDR calculations.
It represents the percentage of non-FBT (Fulfilled by Tik Tok) orders delivered on or before their designated deliver-by date and is calculated weekly (Monday-Sunday) based on all orders expected to be delivered during that period.
Carrier marks order(s) as lost To learn more about the On-Time Delivery Rate and appeal requirements, please refer to our On-Time Delivery Rate Requirements.
Enforcement Actions and Appeals We regularly review shops for compliance with our policies.
If you would like to appeal an enforcement action, visit the Appeals section for guidance.
Previous Tik Tok Shop Fraudulent Order Control Policy Next De Minimis Policy×
For each order, the "deliver-by" date is calculated from the business day after the customer places the order.
Carrier marks order(s) as lost.
This may include rejecting your category qualification application, assigning violation points, removing product listings, and revoking your access to offer products for sale.
For more information on enforcement actions, refer to our Seller Enforcement Policy.