Shipped by Seller Restrictions
What is Shipped by Seller?
Shipped by Seller is where a seller uses their own shipping carriers, from a pre-approved TikTok Shop Carrier list. When using this shipping method, sellers are required to enter the tracking numbers into the Seller Center.The Seller is solely responsible for all delivery costs and payments due to the carrier when using the Shipped by Seller method.
Shipped by Seller Restrictions
In order to ensure optimal Shipped by Seller process, TikTok shop will continuously evaluate seller shipping performance. Key shipping related metrics a seller should optimize include: Valid Tracking Rate (VTR), On Time Delivery Rate (OTDR) and Seller-Fault Cancellation Rate (SFCR). If a seller is found not to be correctly optimising for good fulfilment operations, TikTok Shop will restrict the seller from using Shipped by Seller shipping. The seller will be able to continue using alternative shipping methods; Shipped via Platform or Fulfillment by TikTok Shop. This restriction may last up to a period of 90 days.Sellers will be notified prior to this occurring in order to allow for improvement in their performance.
Where can I track my metrics?
All seller metrics can be found in the seller center, in the 'Shop Health section of your Seller Center'. Sellers can track shop level Valid Tracking Rate (VTR), On Time Delivery Rate (OTDR) and Seller-Fault Cancellation Rate (SFCR) as illustrated below:
Sellers can improve their complaint rate by improving shop customer service.
Do This ✅ | Don't Do This ❌ |
| Enable chat notifications on Seller Center so you never miss a message. | Avoid sending spam, marketing, or private messages to redirect customers to third-party sites. |
| Check your Chat Tool daily. Reply to all customer inquiries received through the Customer Messages inbox within 24 hours. | Avoid soliciting reviews, incentivizing or offering customers a reward in exchange for a review |
| Activate automated updates to proactively inform customers of package delivery updates' | |
| Utilize Holiday Mode when you are unable to monitor your shop. | |
| Auto replies, spam messages, and messages that are received outside of operating hours are excluded from the performance evaluation. If a message is resolved by an automatic reply (e.g. a list of FAQs), we will consider the seller as having answered the message within 24 hours. |
Appealing your Shipped by Seller Restrictions
Sellers can appeal the restriction directly from their seller account Shop Health. Sellers can view and appeal the enforcement decision and track its review process.
