TikTok Shop’s New Shop Performance Score: What US Sellers Need to Know

The KM Seller Brief · Marketplace updates and how to prepare for them.

TikTok Shop’s US Seller Academy has published a new version of the Shop Performance Score (SPS), the 0 to 5 rating that decides which benefits a shop can unlock. The headline changes: product satisfaction is now scored product by product, on-time delivery is replaced by Dispatch Time and Transit Time, and sellers can now appeal individual SPS metrics directly in Seller Center. TikTok updated both its SPS guide and its appeals guide again on October 26, 2026. If you sell on TikTok Shop in the US, this is worth reviewing before the holiday rush.

The problem: what TikTok Shop changed

According to TikTok Shop’s Introduction to Shop Performance Score New Version (US), SPS still covers three dimensions (Product Satisfaction, Logistics & Fulfillment and Customer Service), and a shop needs at least 30 delivered orders in the past 90 days to receive a score. Two of the three dimensions have been rebuilt:

• Product Satisfaction moves to the product level. Instead of one shop-wide calculation, each product with at least 5 valid orders in the past 90 days gets its own Product Quality Score, based on its Negative Review Rate (NRR) and Non-Buyer Fault Return & Refund Rate (NBFR). Those product scores are then combined into the shop score, weighted by each product’s share of orders. The time window for these metrics moves from 60 to 90 days.
• A positive-feedback threshold for top scores. To score 4.5 or above, a product must also have a Positive Feedback Rate (share of 4- and 5-star reviews) of at least 90%. If it doesn’t, its score is capped at 4.4.
• Latest review counts, not the first. TikTok’s guide, marked as updated on 10/16, says Negative Review Rate no longer uses an order’s first review. It now uses the latest review status within 15 days after delivery.
• Delivered faster, not just on time. On-Time Delivery Rate is replaced by Dispatch Time (average time from “Awaiting shipment” to “In transit”) and Transit Time (average time from “In transit” to “Delivered”), both measured over the last 30 days. Seller Fault Cancellation Rate stays, and a new Free Shipping Coverage bonus can add points when a high enough share of recent delivered orders ship free.
• Customer Service is unchanged. It still uses After-Sales Handling Time and IM Dissatisfaction Rate.

The guide also notes that delisted or deleted products are not removed from scoring: all products and their valid orders within the measurement period are counted.

Why it matters to sellers

• One weak best-seller can pull the whole shop down. Because product scores are weighted by order share, a high-volume product with poor reviews or seller-fault returns has the biggest effect on your shop score. TikTok’s Seller Center guide suggests prioritizing products with high sales but poor performance.
• Benefits are tied to score thresholds. TikTok’s published structure links benefits such as affiliate marketing, campaigns and TikTok Funded Promotions to an SPS of 3.5. It also describes a 3.0 “red line”: below 3.0, affiliate and campaign benefits are revoked and related plans and products may be removed, and the score must recover to 3.5 or higher to regain eligibility.
• Slow handling now shows up directly. Dispatch Time measures how quickly orders actually move into transit, so orders that sit in “Awaiting shipment” count against you even if they eventually arrive on time.
• Check which version applies to you. As of October 26, TikTok’s guide still says that during the new-version trial run, scores and benefits are based on the old version, and that final new-version benefit thresholds would be confirmed at the official launch. Check Seller Center → Account Health → Shop Performance Score to see how your own shop is being scored.

SPS vs. Account Health Rating: know the difference

TikTok Shop runs two separate scores, and they carry different risks. Its Account Health Rating (AHR) Requirements page (updated October 21, 2026) explains:

• SPS is rewards-based. TikTok says it does not take enforcement actions against a shop for a low SPS. A low SPS costs you benefits, visibility and program access.
• AHR is compliance-based. AHR runs from 0 to 1,000 over the last 180 days. If it drops to 150, 100 or 50 points, a shop may be blocked from creating new listings and joining new mega campaigns for a period, and if it reaches 0, the seller account may be permanently deactivated. TikTok says reactivating an account is at its sole discretion.

The same habits protect both scores: accurate listings, fast fulfillment and responsive after-sales service. TikTok’s Seller Enforcement Policy also notes that appeals and corrections are subject to strict timelines, so it recommends checking your Account Health Rating page regularly.

How the new SPS appeals work

TikTok’s guide, How to Appeal Your Shop Performance Score (SPS) Metrics, lets sellers appeal SPS metrics they believe were affected by issues outside their control, without going through the support team:

• Where: Seller Center → Account Health → Shop Performance Score → Appeal Center (or “Appeal Order” from a product, Customer Service or Logistics & Fulfillment page). TikTok says the feature appears there if it is available for your shop.
• How: choose the metric and reason, select up to 30 orders that share the same reason, and upload evidence. Evidence should show the Order ID and match the order you are appealing.
• Timing: TikTok says moderation review takes about 3 business days, and if approved, the metric is corrected in about 1 more business day, after which SPS updates automatically.
• Limits: you can appeal the same metric on the same order up to 3 times. If all 3 are rejected, the appeal entry for that metric on that order may close.
• Accepted reasons include malicious reviews or returns, inaccurate buyer-selected return reasons, logistics issues, TikTok system issues, uncontrollable events, and, for negative reviews, “Creator False Promotion,” where a creator promised something not in the product details. For that reason, TikTok asks for evidence such as a clip of the creator’s video or LIVE under 45 seconds, and says appeals without order IDs will be rejected.

Practical steps to protect your TikTok Shop score

1. Open your SPS dashboard this week. Go to Seller Center → Account Health → Shop Performance Score, note your current score and which version and benefits apply to your shop.
2. Sort your products by sales and start at the top. For your highest-volume products, check Negative Review Rate, seller-fault returns and Positive Feedback Rate. Fix the listing, sizing information, photos or packaging behind recurring complaints.
3. Make sure listings match what ships. Many negative reviews and “not as described” returns start with a listing that over-promises. Check titles, images, variants and key claims against the actual product.
4. Brief your creators and LIVE hosts. Keep their claims in line with your product details, and keep copies of their content in case you need to file a “Creator False Promotion” appeal.
5. Tighten your dispatch routine. Measure how long orders sit before they’re in transit. If you sell made-to-order or pre-order items, TikTok’s guide says orders using those fulfillment tools are excluded from Dispatch Time, so use the right setting rather than letting orders wait.
6. Build an evidence habit. Save buyer chats, carrier alerts, tracking screenshots and any Seller Center error messages with order IDs and dates. Strong, complete evidence matters because each order only gets 3 appeal attempts per metric.
7. Watch your Account Health Rating too. SPS affects benefits, but AHR is where account restrictions and deactivation risk live. Review violations promptly and appeal within the stated timelines.

This post is general information, not legal advice. TikTok Shop’s own policies and the notices in your Seller Center are the final word, and policies can change.

Want a second pair of eyes?

If you’re not sure how the new Shop Performance Score affects your shop, or which products and processes to fix first, you can request a free written audit from KM Automations. We’ll look over your setup and send back plain-English notes on what to check. You can also browse the KM Automations blog for more seller guides.

Sources

• TikTok Shop Seller Academy, US (official, updated Oct 26, 2026): [New] Introduction to Shop Performance Score New Version (US)
• TikTok Shop Seller Academy, US (official, updated Oct 26, 2026): How to Appeal Your Shop Performance Score (SPS) Metrics
• TikTok Shop Seller Academy, US (official, updated Oct 21, 2026): Account Health Rating (AHR) Requirements
• TikTok Shop Seller Academy, US (official, updated Oct 9, 2026): Seller Enforcement Policy