seller
- What changed
- New SPS scoring model plus metric appeals
- When
- Academy guide dated October 2026; appeals from October 16
- Who it affects
- US TikTok Shop sellers with 30+ delivered orders in 90 days
- What to do
- Check SPS in Account Health and appeal unfair orders
Key takeaways
- Product satisfaction is now scored per product, weighted by orders.
- Dispatch time and transit time replace on-time delivery rate.
- SPS 3.5 unlocks campaigns and affiliates; below 3.0 they are revoked.
SPS benefit tiers
| Score | Main benefits | |
|---|---|---|
| Basic | 2.5 | Flash Deals |
| Core | 3.5 | Campaigns, affiliates, 5-day settlement |
| Top | 4.0 | 1-day settlement, Top Rated |
| Risk | Below 3.0 | Campaign benefits revoked |
How the new score works
SPS still runs from 0 to 5, and shops need at least 30 delivered orders in 90 days to get one, excluding fake, sample and gift orders. There are three dimensions. Shops are compared only within their category, and TikTok does not publish the weights.
- Product Satisfaction: negative review rate and non-buyer-fault return rate, per product, over 90 days
- Logistics and Fulfillment: dispatch time, transit time and seller-fault cancellation rate
- Customer Service: after-sales handling time and IM dissatisfaction rate, over 60 days
Product satisfaction is now per product
Products with five or more valid orders in 90 days get their own quality score, and the shop score is an order-weighted average. A product scoring 4.5 or higher must also reach a 90% positive feedback rate, or it is capped at 4.4. This makes one weak best-seller far more damaging than before, because it carries the most weight.
Dispatch and transit time replace on-time delivery
TikTok replaced On-Time Delivery Rate with dispatch time and transit time, each a 30-day average, so speed now counts rather than just meeting a deadline. A free shipping bonus adds 0.5 to the logistics score when free shipping covers 80% of orders, or 60% in 12 listed categories, capped at 5.
Benefit tiers
The Academy guide lists benefits by score. At 3.5 shops get five-day settlement, affiliate marketing, campaigns, TikTok Funded Promotions, CRM access and graduation from probation. At 4.0 settlement drops to one day and the Top Rated badge becomes available with extra conditions. Below 3.0, affiliate and campaign benefits are revoked and related plans and products may be removed until the shop gets back to 3.5. The guide also says final thresholds were to be confirmed at the official launch, so check your own Account Health page.
Filing an SPS appeal
- 1Open
Account Health, Shop Performance Score
- 2Choose
Metric and appeal reason
- 3Add
Up to 30 orders, same reason
- 4Wait
About 3 business days
How SPS appeals work
Get Live's review of the Academy pages says appeals opened from October 16 for product satisfaction metrics, customer service metrics and seller-fault cancellations. Dispatch and transit time appeals were not yet open as of October 19. Appeals are filed under Account Health, Shop Performance Score, with up to 30 orders per ticket sharing one reason. Reviews take about three business days, and each order can be appealed three times per metric.
Voice of Customer was rebuilt too
The Voice of Customer tool now groups negative reviews and quality-related returns into themes such as function failure, size or fit and item not as described, and reports a Negative Feedback Rate per product. It issues no penalties, but it is the fastest way to see which product is dragging your score down.
What PPC Spider recommends this week
Pull your SPS product list, fix or pause the worst-rated best-seller, and speed up dispatch before Black Friday, since campaigns need 3.5. Our TikTok Shop agency and TikTok Shop management services handle account health daily, and our TikTok ads agency team keeps paid traffic aligned. More on the TikTok Shop news channel.
Sources
- TikTok Shop Academy: Introduction to Shop Performance Score New Version, US (seller-us.tiktok.com/university/essay?knowledge_id=7105568016090887)
- Get Live: TikTok Shop SPS new version, appeals, VoC and LIVE listing (getlive.ai/news/tiktok-shop-sps-new-version-appeals-voc-live-listing-october-16-2026)
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