Summary
Updated On-Time Delivery Rate (OTDR) enforcement details clarify that repeated OTDR violations lead to stricter penalties including Account Health Rating point deductions, order volume limits, and extended settlement periods. Added specifics on appeal evidence requirements and scenarios, emphasizing seller responsibility for verifiable documentation.
Why it matters
Sellers face clearer and potentially stricter enforcement consequences for failing to maintain an OTDR of 80% or higher, increasing the risk of account penalties and operational restrictions. The detailed appeal process requires sellers to provide strong evidence, impacting their ability to contest violations effectively.
Recommended action
Sellers should review the updated enforcement and appeal requirements carefully, ensure compliance with OTDR thresholds, maintain thorough delivery documentation, and prepare to submit detailed evidence promptly if appealing enforcement actions.
On-Time Delivery Rate (OTDR) Requirements 05/19/2026 Key Points: On-Time Delivery Rate calculates how often you meet the expected delivery SLA for your orders.
Deliver-By SLA and Deliver-By Date The deliver-by SLA is set from order creation time to delivery.
The deliver-by date is the deadline for a package to be marked Delivered to meet OTDR expectations.
For each order, the "deliver-by" date is calculated from the "Awaiting Shipment" status.
Seller Center will then display the status as Delivered.
Order Types and Deliver-By SLAThe deliver-by SLA varies depending on the order type.
You can learn more about Tik Tok Shop's custom order types (Made-to-Order, Pre-Order, in our Custom Orders Policy.
Affects: Seller
Initial appeal must be submitted within 30 days of the enforcement message.
If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of initial appeal rejection.
Example of carrier suspension service alert: Example of tracking information with Order ID and fulfillment deadlines: What should I do if I can't dispatch a product due to unexpected events, such as weather disruptions?
On-Time Dispatch Rate Violations When a shop's OTDR does not meet the SLA requirements in the Fulfillment Policy requirement of more than or equal to 80%, enforcement actions will be taken.
Under the Seller Enforcement Policy, these violations can include, but are not limited to, Account Health Rating (AHR) point deductions, order volume limits, or extended settlement periods.
Additionally, the more OTDR violations a shop gets, the more strict the enforcement actions imposed will become.
How On-Time Delivery Rate Is Calculated OTDR for orders created during the evaluation period = On-time deliveries / Orders to be delivered during the assessment period*For Upgraded Tik Tok Shipping and Collection By Tik Tok orders, a 'Late Delivery' status will only apply if dispatch fails to occur within the dispatch SLA.
This applies within the assessment period starting from June 2026.
Fulfilled by Tik Tok (FBT)With FBT, Tik Tok handles the end-to-end logistics for the seller.
FBT orders will always be counted as an on-time delivery.
In the above example, dispatch a seller has 10 Upgraded Tik Tok Shipping orders to deliver within the OTDR assessment: Out of all 10 regular orders, 7 orders were delivered on time2 orders were delivered late but dispatched on time (Note: The dispatch SLA depends on the order type)OTDR Calculation: (7 + 2) / 10 = 9/10 = 90%🔎 Sellers may view their OTDR and orders with issues from the Fulfillment Performance page or Shop Performance Score page.
For virtual goods, sellers must ensure orders are prepared for customer redemption within 2 business days of the order status changing to Awaiting Shipment.
On-Time Delivery Rate Appeals Sellers bear responsibility for providing clear, verifiable, and original evidence.
Claims relying solely on documents that cannot be independently verified are less likely to be accepted.
An OTDR enforcement can be appealed based on the following rules: Each OTDR enforcement can only be appealed twice.
Accepted Appeal Scenarios To appeal an OTDR violation, it must meet one of the acceptable appeal scenarios listed below.
Service disruptions with carrier: Uncontrollable events (e.g., labor strikes, natural disasters, power outages, force majeure) led to carrier delays that caused late delivery outcomes for impacted orders.
Order IDs marked as lost by carrier: The carrier confirmed loss or damage that prevented on-time delivery for the affected orders.
Duplicate enforcement: The same order ID was included in multiple OTDR enforcements, or a prior appeal for the same order ID was already approved.
Wrongly classified as late delivery: Evidence shows the package was delivered on time, but the order was still classified as late delivery.
Tik Tok Seller Center issues:
Platform-side errors or system issues in Seller Center resulted in late delivery classification despite on-time handover or delivery.
Appeal Requirements To successfully submit an appeal for the scenarios above, provide the following documentation.
Service disruptions with carrier.
Must provide at least one of the following: Carrier advisory emails confirming disruption and time period that aligns to the enforcement timeline.
Official public notice (news postings or government alerts) including affected areas consistent with the logistics node trajectory and dates matching enforcement.
A list/screenshots of affected orders with tracking numbers, plus tracking screenshots showing carrier-caused delay reasons.
Order IDs marked as lost by carrier.
Provide one or both of the following: Lost or damaged claim documents/emails from the carrier showing a timeline that matches the enforcement dates, with order IDs matching the problem order list.
Return, replacement, or refund logs showing seller actions and including order IDs and dates that match the problem order list.
Duplicate enforcement.
Must provide one of the following: Screenshots from Seller Center showing more than one OTDR enforcement for the same order ID.
Screenshots showing an OTDR violation of the same order ID was already approved in a separate appeal.
Wrongly classified as late delivery.
Must provide one or more of the following, and each must include a delivery timestamp: Tracking information from the carrier website showing the package was delivered before the "Late delivery after" date.
Confirmation from the customer that the package was delivered before the "Late delivery after" date.
Delivery photos of the package with a timestamp that is earlier than the "Late delivery after" date.
Tik Tok Seller Center issues.
Provide one or more of the following: Screenshot(s) of the system issues encountered in Seller Center.
Screenshot(s) showing orders scanned by the carrier within 1 business day of the order creation date (Saturdays, Sundays, and Federal Holidays are not counted as business days).
Screenshot(s) showing orders delivered by the carrier on or before the "Late delivery after" date.
Conversation screenshots with the customer confirming delivery on or before the "Late delivery after" date.
Ensure that your submitted documentation shows the order ID associated with OTDR enforcement.
Support your appeal with the tracking information of the order ID on the carrier page, with additional notification from the carrier that states the issues impacting the order delivery or dispatch.
On-Time Delivery Rate (OTDR) Requirements 05/19/2026 Key Points: On-Time Delivery Rate calculates how often you meet the expected delivery SLA for your orders.
Deliver-By SLA and Deliver-By Date The deliver-by SLA is set from order creation time to delivery.
The deliver-by date is the deadline for a package to be marked Delivered to meet OTDR expectations.
For each order, the "deliver-by" date is calculated from the "Awaiting Shipment" status.
Order Types and Deliver-By SLAThe deliver-by SLA varies depending on the order type.
You can learn more about Tik Tok Shop's custom order types (Made-to-Order, Pre-Order, Backorder, and Custom Handling Time Products) in our Custom Orders Policy.
Initial appeal must be submitted within 30 days of the enforcement message.
If the first appeal is unsuccessful, the second appeal must be submitted within 15 days of initial appeal rejection.
Example of carrier suspension service alert: Example of tracking information with Order ID and fulfillment deadlines: What should I do if I can't dispatch a product due to unexpected events, such as weather disruptions?
How On-Time Delivery Rate Is Calculated For example, if Shop ABC is expected to deliver 100 regular orders during Week 10 (March 3-9) but only successfully delivers 88 by the designated deliver-by date, the shop's OTDR for that week would be calculated as 88 ÷ 100, resulting in an OTDR of 88%.
A shop's OTDR reflects order delivery efficiency on a weekly basis (Monday through Sunday).
A healthy OTDR will be at or above an 80%.
Shops with an OTDR below 80% will incur enforcements.
Please refer to How OTDR Impacts Your Shop above for more information on expectations and enforcements.
On-Time Delivery Rate Appeals Enforcements or violations for OTDR can be appealed twice.
Appeals scenarios for OTDR are limited to those listed below.
To appeal, sellers must provide valid evidence and documentation from their Logistic Service Providers (LSPs) to support their appeal claims.
If an appeal is approved, any penalties will be removed from the shop's record and OTDR data will be corrected accordingly.