TikTok Shop Performance Score (SPS) Complete Guide 2026

Have you ever experienced this: You are running your store diligently and spending money on ads, yet you are barred from participating in major platform campaigns, and affiliate creators cannot be recruited. Eventually, you discover the culprit behind all of it is a single metric: Shop Performance Score (SPS).

SPS is TikTok Shop's comprehensive evaluation of your store's performance. Rated on a scale of 0 to 5, this score directly dictates whether you can participate in mega campaigns, accelerate your payout withdrawals, and receive platform traffic boosts. Simply put: The higher your score, the more support the platform gives you.

I. What is TikTok Shop SPS?

SPS (Shop Performance Score) evaluates your store across three core dimensions: product quality, fulfillment logistics, and customer service. Each dimension consists of specific sub-metrics, which are weighted and calculated to generate a total score from 0 to 5.

Here are a few critical points to keep in mind:


	

	
Relative Evaluation: Your score is not compared against the entire platform, but rather against sellers within your specific sub-category.
	
	

	
Recency Weighting: Recent performance carries a higher weight. This means recent improvements will yield the most immediate, noticeable impact on your score.
	
	

	
Activation Threshold: A store must complete at least 30 valid orders within the past 90 days to generate an SPS rating.
	
	

	
New Store Protection: New stores (open $$\l$$ 180 days and with $$\l$$ 30 orders) enjoy a protection mechanism where sub-metrics will not drop below 3.5 points.
	


Where to check your score?

Path: Seller Center >> Account Health >> Shop Performance Score. It is also directly visible on the homepage of the Seller Center mobile app.

II. The 6 TikTok Shop SPS Sub-Metrics

SPS consists of 6 sub-metrics mapped across three dimensions. The specific weight of each metric varies depending on your product category.





 

 

 

 

 


	
	
	

		

			

			
Dimension
			
			

			
Metric Name
			
			

			
Evaluation Window
			
			

			
Trigger Condition
			
			

			
Target Benchmark (Reference)
			
		
		

			

			
Product Satisfaction
			
			

			
Negative Review Rate (NRR)
			
			

			
Past 60 Days
			
			

			
Proportion of initial 1-2 star buyer reviews
			
			

			
< 1.2%(≥ 4 points)
			
		
		

			

			
Product Satisfaction
			
			

			
Non-Buyer Refund Rate (NBFR)
			
			

			
Past 60 Days
			
			

			
Proportion of refunds/returns caused by seller or logistics issues
			
			

			
As close to 0% as possible
			
		
		

			

			
Fulfillment Logistics
			
			

			
Seller Fault Cancellation Rate (SFCR)
			
			

			
Past 30 Days
			
			

			
Proportion of orders cancelled due to seller-related reasons
			
			

			
< 2.5%
			
		
		

			

			
Fulfillment Logistics
			
			

			
On-Time Delivery Rate (OTDR)
			
			

			
Past 30 Days
			
			

			
Proportion of orders successfully delivered within the promised timeframe
			
			

			
The higher, the better
			
		
		

			

			
Customer Service
			
			

			
IM Dissatisfaction Rate
			
			

			
Past 60 Days
			
			

			
Proportion of 1-2 star ratings given to chat conversations
			
			

			
As low as possible
			
		
		

			

			
Customer Service
			
			

			
After-Sales Processing Time
			
			

			
Past 60 Days
			
			

			
Average time taken to process refunds/returns
			
			

			
< 48 hours
			
		
	


① Negative Review Rate (NRR)

This tracks the initial 1-2 star reviews left by buyers. Subsequent score modifications by buyers do not change this metric for the historical calculation, though reviews verified by the platform as malicious spam will be excluded.

② Non-Buyer Refund Rate (NBFR)

This measures returns and refunds caused by you or your logistics provider (e.g., damaged items, incorrect items sent, out-of-stock issues). Logistics issues arising from Fulfillment by TikTok (FBT) can be appealed for exclusion. This metric directly reflects your dispatch quality and inventory management.

③ Seller Fault Cancellation Rate (SFCR)

The percentage of orders proactively cancelled by the seller due to stock shortages, pricing errors, or inability to ship on time. Failing to stock up adequately before mega promotions and setting incorrect promotional prices are the most common pitfalls. The target should strictly be kept below 2.5%.

④ On-Time Delivery Rate (OTDR)

Whether orders are delivered to the customer before the agreed Deliver-by Date. FBT (Fulfillment by TikTok) and Express Shipping orders are exempt from this calculation.

⑤ IM Dissatisfaction Rate

The percentage of chat conversations where buyers leave a 1-2 star rating after interacting with you. Official data shows that delaying a response by just one hour causes the 1-2 star rate to spike by approximately 5%—your response speed directly drives this metric.

⑥ After-Sales Processing Time

The average time from when a buyer submits a refund/return/exchange request to when you complete the review. It is calculated in two phases: Application Approval Time + Product Inspection Time post-return. Keeping this under 48 hours is highly recommended; timeouts will drag down your customer service score.

III. What Happens If Your SPS Drops?

The privileges unlocked at different SPS tiers vary significantly, which can directly impact your revenue and growth.

⚠️ Important Tip

A prolonged low SPS will drag down your Account Health Rating (AHR). A severe drop in AHR triggers harsher penalties, such as order volume caps, payout freezes, listing suspensions, or even total account deactivation. SPS and AHR are deeply linked; you cannot monitor one while ignoring the other.

IV. Actionable Strategies to Boost Your SPS

When you open the SPS page in Seller Center, look for metrics flagged with the "Top Opportunity" label first. This is the platform telling you exactly where improvements will yield the biggest score increase.

Product Satisfaction: Ensure Buyers Receive "Exactly What Was Described"


	

	
Keep Descriptions Accurate and Honest: Do not over-embellish. Clearly communicate potential color differences, sizing deviations, and material specifications upfront. Unmet customer expectations are the biggest source of bad reviews.
	
	

	
Respond to Negative Reviews Promptly: Offer a polite response and a concrete solution. While initial low ratings are what count toward NRR, some buyers may still revise their public feedback, which helps your overall store image.
	
	

	
Switch Suppliers If Quality Issues Persist: If the same complaint appears repeatedly, it is a structural product defect, not an isolated incident. Replace the supplier without hesitation.
	


Fulfillment Logistics: Shipping Speed is Core


	

	
Prepare Stock Early, Especially Before Campaigns: 90% of high seller cancellation rates stem from stockouts. It is highly recommended to conduct inventory forecasting 2-3 weeks in advance.
	
	

	
Clearly Mark Presale Items: Ensure estimated shipping times are clearly visible. Presale items enjoy a longer Deliver-by SLA, and the platform adjusts calculations accordingly without penalizing you.
	


Customer Service: Speed + Professionalism = Low Dissatisfaction


	

	
Never Let Messages Linger: Pay special attention to high-frequency inquiries regarding after-sales care, shipping progress, and refund status. Delays or poor handling will rapidly drive up dissatisfaction rates.
	
	

	
Configure FAQ Auto-Replies: Set up pre-saved responses for common questions (logistics tracking, return policies, size recommendations). This mitigates human resource pressure and prevents customer service backlogs over weekends.
	
	

	
Leverage AI Customer Service Tools: Utilizing customer service software (such as Duoke AI Customer Service) helps handle basic and product-related inquiries. This prevents missed messages and stabilizes your store's overall response rate.
	
	

	
Process After-Sales Within 48 Hours: Enable auto-approval for qualified refund scenarios to save time. For complex cases, prioritize high-value tickets or those at high risk of turning into negative reviews.
	
	
Empathy Trumps Scripting: Buyers often leave poor ratings not because a problem couldn't be resolved, but because they felt ignored or brushed aside. Empathy is far more effective than rigid scripts.




V. How to Handle SPS Rating Disputes

Not every low rating is your fault. If you disagree with an evaluation, you can submit an appeal.

The platform will exclude the following scenarios from your score calculation upon successful verification:


	

	
Platform-identified fraudulent orders or malicious negative review attacks.
	
	

	
Negative reviews or after-sales requests caused by FBT (Fulfillment by TikTok) logistics.
	
	

	
Orders that have already been successfully appealed.
	
	

	
Free Product Sample orders (Free Refundable Samples).
	
	

	
Appeal Path: Seller Center>> Account Health >> Shop Performance Score >> Appeal Portal. Submit relevant evidence such as screenshots and order IDs. Processing typically takes a few business days.
	


⚠️ Warning: Repeatedly submitting invalid or groundless appeals can damage your account's credibility. For ambiguous situations, always consult Seller Support for clarification before filing an official appeal.

VI. Checklist for Ongoing SPS Maintenance

Daily Routine:


	

	
Check the SPS dashboard for any newly added "Top Opportunity" labels.
	
	

	
Respond to outstanding buyer messages promptly to maintain a high store response rate.
	
	

	
Review and approve pending after-sales/refund requests.
	


Weekly Review:


	

	
Analyze low-rated products to pinpoint the root causes of negative reviews.
	
	

	
Audit the week's pending orders and immediately address any fulfillment delays.
	
	

	
Update your FAQs and integrate them into your quick-reply shortcuts or Duoke AI customer service tools to optimize automated responses.
	


Pre-Campaign Prep (2 Weeks Prior):


	

	
Audit inventory levels to prevent refund spikes caused by sudden stockouts.
	
	

	
For presale items, ensure all info displays and rules are correctly configured.
	
	

	
Confirm your current SPS meets the campaign entry requirements (≥ 2.5 or≥ 3.5).
	


When running a TikTok Shop, every single phase—from product selection and ad optimization to customer inquiries and logistics—directly impacts your bottom line. Paying close, consistent attention to each of these operational steps is the only definitive way to secure sustainable store growth.