Guide to Shop Performance Score
What is Shop Performance Score
- Product Satisfaction – Do buyers receive quality products that match what was promised?
- Fulfilment – Are orders shipped and delivered reliably and on time?
- Customer Service – Do you respond to buyer messages and issues promptly and effectively?
- Give you one simple score instead of many scattered metrics
- Reward shops that provide a great experience
How is SPS calculated?
Dimension | Experience Metric | Metric Definition | Assessment Cycle |
Product Satisfaction | Negative Review Rate | Proportion of orders with a first review of 1 star or 2 stars by buyers among orders signed for in the past 60 days*Note: Edited/changed reviews will not update the calculation | Orders signed for in the past 60 days |
Seller-Fault Return and Refund Rate | Among orders that have been paid and not cancelled in the past 60 days, the proportion of orders for which buyers have initiated return/refund requests due to seller quality issues (such as damage, defects, packaging problems, etc.) | ||
Fulfillment | Seller-Fault Cancellation Rate | Among the paid orders in the past 30 days, the proportion of order cancellations caused by seller liability (such as out-of-stock, pricing errors, failure to ship within the time limit, etc.) | Paid orders in the past 30 days |
Late Dispatch Rate | (Orders with delayed shipment exceeding SLA + Orders still unshipped exceeding SLA) ÷ (Total orders due during the period) among payment orders in the past 30 days*Note: The delivery timeliness stipulated in the service-level agreement (SLA) can be found in Service-Level Agreement (SLA) | ||
Customer Service | 24H Response Rate | Data on buyers' first messages within the past 60 days receiving a seller's response within 24 hours (including sessions that ended with FAQ and bot responses)*Note: Holidays are not counted | Last 60 days |
- Completed at least 30 orders in the last 90 calendar days
What does not impact your SPS?
- Fraudulent or fake orders
- Review manipulation
- Risk-flagged transactions
- Edited reviews
- Free samples to creators
Where can I view my SPS?
- Learn more about how your Store Rating is calculated
- View the benefits available for each milestone
- Get an overview of your Store Rating components to identify areas for improvement
How to improve your SPS
Benefits of Shop Performance Score
- Receive recommendations to improve your shop's performance.
- View your shop performance ranking with other sellers in the same category.
- Gain access to programs and tools on TikTok Shop Seller Center that can increase shop visibility and sales(Continuously Updated)
- Obtaining a short payment cycle: Merchants can only obtain a shorter payment cycle after their Merchant Experience Score meets certain conditions（more than 3.5） 《TikTok Shop Seller Settlement Policy》
- Marketing activities access : When the merchant experience points reach the activity registration threshold, they can sign up for the platform-specific marketing activities（more than 3） 《How to get the qualification for big promotion access》
- Quick Exit from New Shop Probation Period: Newly onboarded merchants can exit the village faster after their Merchant Experience Score meets certain conditions, thereby lifting the restrictions on order volume and product quantity（more than 3.5）《Guidelines for New Shop Probation Period》
- Star shop Certification: When the SPS reaches the threshold (higher than 4.5), it is eligible to obtain the platform's good store certification label, which is more likely to increase consumers' trust and purchase intention. 《What is Star Shop》
FAQ
Shop Performance Score | Account Health Rating | |
| What does it describe? | Overall performance of your shop based on product quality, fulfillment, and customer service. | Your shop’s compliance status based on policy violations. |
| Why is it important | Helps you understand how well your shop serves customers and where you can improve operational performance. | Helps you understand your risk level and how close you are to enforcement actions that may disrupt your operation. |
| Where to find it? | Seller Center → Account Health → Store Experience Score | Seller Center → Account Health → Account Health Rating |
| Who can see this? | Currently only visible to you and TikTok Shop. | Currently only visible to you and TikTok Shop. |
| What does a high score mean? | Your shop performs well compared to similar sellers in your category. | Your shop is operating within policy boundaries and not at risk. |
| What does a low score mean? | Your shop may lose access to opportunities and growth support. | Your shop is at risk of restrictions or penalties. |
Why did my Shop Performance Score change when my metric performance did not?Your percentage performance is ranked in your category. Look at your metric score compared to the 1- and 4-point benchmarks on Seller Center > Shop Performance Score > Metric Diagnosis Tool page instead of your percentage performance.
- If similar sellers in your category improve their metric performance while you remain stagnant, you would have actually fallen in the ranks.
- If your best selling category changes, your category benchmarks will be automatically updated.
- Your shop does not have enough order volume for reliable data at the moment, hence you may be given a score that is slightly below the maximum.
- As your shop fulfills more orders and continues to maintain strong performance, your score will gradually increase. This ensures that high scores consistently reflect excellent performance over a high volume of transactions, helping build trust with customers at scale.
Are all orders included in my Shop Performance Score (SPS) calculation?No, the following orders, reviews, and requests will not be counted towards your Shop Performance Score:
- Orders flagged by risk control systems, such as fake orders, review manipulation, or malicious reviews
- Free samples sent to creators
- Edits and updates to any existing negative reviews