TikTok Shop Performance Score: Check These Tips Improve Your Store

In TikTok, the blue ocean of e-commerce, the shop performance score is like your store "health index", which directly affects your traffic distribution, activity registration eligibility, and even the survival of the store! If you want to ride the wave of TikTok , this guide to store performance scores should be packed!

 
1. The following are some common deduction operations that sellers need to pay special attention to:


1.1 Issues related to products

Selling counterfeit or infringing goods: Selling counterfeit brand goods or infringing intellectual property rights (such as unauthorized brand goods, pirated products, etc.) will be severely punished.



Inaccurate product information: The product title, description, and pictures do not match the actual product, and there is exaggeration, false information, or misleading consumers.



Substandard product quality: The product has quality problems such as damage, defects, or functional defects, resulting in customer complaints or returns.



Prohibited or restricted sales goods: Selling goods prohibited by the platform (such as contraband, dangerous goods, etc.) or special category goods without sales permission.



1.2 Logistics-related issues 



Delayed shipment: Failing to ship within the promised time or not updating the logistics information in a timely manner, resulting in a poor customer experience.So how to more efficiently fulfill the order? You may wish to try using the 4Seller automatic fulfillment order function. When you set the logistics rules in 4Seller and the store issues the order, you can automatically purchase the labels, improving your delivery efficiency.



False shipment: Marking as shipped but not actually shipping, or the logistics information not being updated for a long time.



Inaccurate logistics information: The provided logistics tracking number is invalid or untraceable, preventing customers from checking the status of their packages.



1.3 Customer service issues 



Failure to respond in a timely manner: Failing to reply to customers' inquiries or after-sales issues within the stipulated time, resulting in customer dissatisfaction.



Poor service attitude: Communicating with customers in a bad-tempered manner, using inappropriate language, or failing to effectively solve customers' problems.



Failure to handle after-sales requests: Ignoring customers' requests for returns, exchanges, or refunds, or failing to handle after-sales issues within the stipulated time.



1.4 After-sales related issues 



Refusal of reasonable returns/refunds: When customers make reasonable requests for returns or refunds, the seller refuses without a valid reason.



Unclear after-sales process: The return and exchange policies are not clear, or the after-sales process is complicated, resulting in a poor customer experience.



Failure to properly handle disputes: Failing to resolve disputes between customers and the store in a timely manner, leading to customer complaints to the platform.



1.5 Violation of platform rules 



Manipulating sales or reviews: Manipulating store ratings or product reviews through false transactions, order padding, or inducing positive reviews.



Abusing promotional activities: Engaging in fraudulent behaviors such as false discounts or inflated prices during participation in platform promotions.



Failure to comply with platform policies: Violating other policies of TikTok US stores, such as failure to pay fees on time or failure to provide necessary qualification documents.



1.6 Other deduction behaviors 



High customer complaint rate: The store has received a large number of customer complaints and has not handled or improved them in a timely manner.



High order cancellation rate: Due to reasons such as out-of-stock and price errors, a large number of orders have been cancelled, affecting the customer experience.



Low store rating: The comprehensive indicators such as product rating, logistics rating, and service rating are lower than the platform requirements.

 
2. How to avoid deductions in your store's score and protect your "health index"?


At present, TikTok will officially evaluate your store performance score based on the following three dimensions.







To avoid deductions from your store's score, you need to start from the origin and do the following well:



Strictly control the quality of goods: Ensure that the product descriptions are true and accurate, the pictures are clear and beautiful, and resolutely prevent false advertising and the sale of counterfeit goods.



Optimize the logistics service experience: Select reliable logistics partners, ship goods promptly and update logistics information in a timely manner to ensure that the products are delivered safely and on time to customers.



Improving customer service levels: Respond promptly to customer inquiries, patiently answer their questions, actively handle after-sales issues, and win customer praise with sincere service.



Improve the after-sales service system: establish a convenient return and exchange process, handle refund requests promptly, actively resolve customer disputes, and enhance customer satisfaction.

 
3. Unlucky to lose points? Don't panic! Here are some "remedies" for you to keep in mind. 


Even if you are unfortunately deducted points, don't panic. Take the following measures promptly and there is still a chance to "turn the situation around".



Find out the cause immediately: Log in to the TikTok seller backend, check the specific reason for the deduction of points, and make targeted rectifications.



Positive appeal: If you believe that the deduction of points is a misjudgment, you can prepare relevant evidence materials and appeal to the platform.



Optimize operational strategies: Develop corresponding optimization plans for deduction items and strictly implement them to prevent similar issues from recurring.



Continuously improving service quality: Putting customer experience first, constantly enhancing product quality, logistics speed and customer service level, and regaining the trust of the platform and customers with high-quality services.

 
4. High-scoring stores can help you win more oppurtunities.


The performance score of your TikTok store is not only your "permission" for operating on the platform but also your "golden signboard" for winning the trust of customers. Only by operating with care and constantly improving service quality can you create a high-scoring store, ride the waves in the blue ocean of e-commerce on TikTok, and achieve success!



Q&A

1. Why don't I get shop performance score?

The shop performance score will only be displayed if 30 orders (not false orders) have been completed in the last 90 days, and the shop performance score will be evaluated based on the store's performance in the last 90 days.



2. What behaviors will shop performance score affect?

Accelerated Settlement: The more you order, the faster you receive payment, and the number of your orders also affects the shop performance score. The standard settlement period of the general store is eight days after the delivery of the product, if the performance score meets the requirements, the settlement period can also be shortened by 1 to 5 days.



3. What is the role of store performance score?

Get involved in TikTok : When your shop performance score is not less than 2.5 points, you can participate in TikTok's promotion activities, provide goods and freight subsidies for new and old customers in the promotion activities, so as to increase the sales volume and profit of the store.



4. What is the reward for high shop performance score?

When your shop performance score reaches 4.5 points, you can earn the star shop badge, which is a good standard for the store list and can be viewed by buyers in the product details page, content and live stream of the TikTok store. The conditions for getting a badge are as follows

4.1 Graduate from a new shop

4.2 Store score at least 4.5

4.3 Violation score less than 12 points



5. What is the impact of excessive penalty points for violations?

At present, according to the seriousness of the illegal policy, the official will decide and assign 1 to 48 violation points, when a certain point is reached, law enforcement action will be taken to restrict the seller's store operation.







12 points: The seller cannot attend a major event within 7 days, and the list of items cannot be created and updated within 7 days

24 points: The seller cannot attend a major event within 14 days, and the list of items cannot be created and updated within 14 days

36 points: The seller cannot attend a major event within 28 days, and the list of items cannot be created and updated within 28 days

48 points: The seller's account will be permanently suspended, and the decision to reactivate the account will be made at the discretion of TikTok officials.



6. Can the violation points be restored?

Violation points will be reset every 180 days.

 
7. What should I do if the TikTok official give me the wrong violation points?
If the official give the shop a false violation score, you can have two of these opportunities. For the first appeal within 30 days, the second appeal needs to be appealed within 15 days, and the appeal needs to provide sufficient evidence to prove the store's compliance.