Shop Performance Score (SPS) Appeal/Consultation Ticket Submission Guide
Overview
If you have questions regarding your Shop Performance Score (SPS), metric calculations, or related rules, you can seek help by accessing the ticket submission portal from the SPS page, and track the resolution progress through the ticket.
Please Note Opening the AI Assistant does not mean a ticket has been submitted. A ticket is only successfully created when you complete the ticket form and see a success prompt or a ticket ID. |
How to Submit an SPS Appeal/Consultation Ticket
1. Access AI Assistant from the SPS Page
Log in to the Seller Center and go to the Shop Performance Score (SPS) page. Scroll down to the "Have questions about your score?" section and click "Ask questions or submit an appeal ticket".
2. Click Submit ticket in the Chat
Once in the chat, please explain the Shop Performance Score issue you want to consult about or appeal. If the issue requires further investigation by the support team, follow the chat prompts and click "Submit ticket".
3. Select the Relevant SPS Issue label
After entering the New ticket page, select the category that corresponds to your SPS issue. The current example path is: Account Health → Shop Performance → Metrics Details Inquiry or Correct Shop Performance Scores (Store Rating). The exact category names may vary by market or page version; please refer to the actual display on the page.
4. Fill in the Issue Details and Submit
Clearly state what needs to be investigated in the issue description, and provide the following information as applicable:
- The SPS metric you want to consult about or appeal to.
- The date or time range when you noticed the score or metric change.
- Relevant Shop ID, Order ID, Product or SKU ID, etc. (if applicable). If an order contains multiple affected SKUs, please try to provide all SKU IDs.
- The reason why you believe a re-evaluation is necessary, and an explanation of why the issue is not due to seller responsibility or is an uncontrollable factor (if applicable).
- Screenshots or other materials that support your explanation.
Confirm the information is correct and submit the ticket. Once the page shows a success prompt or a ticket ID, please save the ticket ID for future reference.
How to Improve Processing Efficiency
- Select the issue category that best matches your actual problem.
- The issue description should clearly state "which metric, when it happened, and why an investigation is needed".
- If the issue involves orders, please provide accurate Order IDs and SKU IDs; if an order has multiple affected SKUs, please list them separately.
- Upload clear, authentic, and complete supporting materials, and explain why the seller should not be held responsible for the situation.
- Do not provide passwords, verification codes, or full payment card information in the chat or ticket.
- If the platform requests additional materials, please try to reply within the same ticket to avoid duplicate submissions.
Processing and Score Updates
The platform will first verify the orders, SKUs, and supporting materials you submitted. If the verification confirms that an adjustment is required, it may take up to approximately 3 working days for the SPS score and metrics to be updated and synchronized on the seller's end. The actual result is subject to the ticket reply and the final display on the page.
If the support team has confirmed the adjustment is complete, but the page is still not updated after 3 working days, please continue replying to the original ticket; if you cannot reply to the original ticket, you can submit a new ticket and include the original ticket ID, affected Order IDs, and SKU IDs.
How to Check Ticket Status
After successful submission, you can return to the Support or Ticket log page in the Seller Center, find the corresponding ticket ID, and view the processing progress and replies. If you need to provide additional information, please continue replying in the original ticket.
Frequently Asked Questions (FAQs)
Why didn't I see a ticket ID?
If the ticket page does not display a success prompt or a ticket ID, the ticket may not have been created successfully. Please return to the chat, ensure all required fields are filled out, and submit again.
Will my SPS score change immediately after submitting a ticket?
No. The support team needs to investigate the information and materials you submitted first. Whether the score is adjusted depends on the final investigation results; if the appeal is approved and an adjustment is confirmed, it may take up to approximately 3 working days for the score in the seller backend to be synchronized.
The ticket confirmed the appeal was successful, but the score still hasn't updated. What should I do?
Please wait for up to approximately 3 working days first. If it is still not updated, please continue replying in the original ticket; if you cannot reply, please submit a new ticket and provide the original ticket ID, Order ID, and SKU ID.
Friendly Reminder Before submitting a ticket, please double-check that the issue category, order information, and supporting materials are accurate. Complete and clear information helps the support team understand your issue faster. |