TikTok Shop is introducing a new metric to help sellers understand and improve how they handle aftersales requests from buyers. This metric is called the Invalid Seller Rejection Rate, or ISRR.

This guide explains what ISRR is, how it works, what may happen if your rate is too high, and how to keep it low. Understanding this metric will help you make accurate aftersales decisions and deliver a better experience to your buyers.

For the latest information, please visit TikTok Shop Policy Center.

What is aftersales handling performance?

When a buyer raises an aftersales request, you may have the ability to review the request and decide whether to accept or reject it.
Aftersales handling performance refers to how well those decisions align with TikTok Shop’s aftersales policies.
Healthy aftersales handling means that when you reject a buyer’s request, your decision is supported by the information available and is consistent with TikTok Shop policy.
If you reject a request and TikTok Shop later reviews the case and supports the buyer, your rejection may be considered invalid. Over time, a repeated pattern of invalid rejections can affect buyer trust and the overall quality of the platform.

What is changing?

TikTok Shop is introducing the Invalid Seller Rejection Rate (ISRR) as a new performance metric.
Here is what you need to know.

What ISRR measures

ISRR looks at how often eligible aftersales requests that you reject are later reviewed and supported in the buyer’s favour.
The higher your ISRR, the more frequently your rejected aftersales requests are being overturned.
ISRR is based on your recent aftersales performance and is reviewed regularly.
A high ISRR does not mean that sellers should approve every buyer request. You should continue to reject requests where you have valid grounds and the information available supports your decision.

What can happen if your ISRR is too high

If your shop’s ISRR remains consistently high, it may indicate a repeated pattern of aftersales rejections that do not align with TikTok Shop policy.
You may first receive a warning so that you have an opportunity to review your performance and improve how you handle aftersales requests.
If your performance remains high, TikTok Shop may apply additional review to eligible requests that you reject.
You will still review buyer requests and make the first decision as usual. However, when you reject an eligible request, TikTok Shop may take a second look at the case using the information available to us.

• If your rejection is supported by the information available and TikTok Shop policy, the decision can remain unchanged.
• If the information available shows that the buyer should be supported, TikTok Shop may overturn your rejection.

How sellers may be impacted

If your shop is affected:

• You will continue to review aftersales requests and make the first decision.
• TikTok Shop may take a second look at eligible requests that you reject.
• Your rejection may be overturned where the information available supports the buyer under TikTok Shop policy.
• More complex cases may receive additional review before a final decision is made.
• Buyer fraud and abuse checks will continue to apply.

You can also continue to use the available seller appeal process if you believe a decision was incorrect.
Your shop’s ISRR will continue to be reviewed regularly. Improving the accuracy of your aftersales decisions can help your shop return to the standard review process.

How to avoid being impacted

The most effective way to avoid additional review is to make sure your aftersales decisions are supported by the information available and are consistent with TikTok Shop policy.
Before rejecting an aftersales request, ask yourself:
If TikTok Shop reviewed this case again using the information available, would my rejection be supported?Here are the key steps to protect your shop:

• Review each request carefully before making a decision. Consider the buyer’s reason and any supporting information available.
• Do not reject requests without valid grounds. Make sure your decision is supported by TikTok Shop policy.
• Provide supporting evidence where relevant. Clear evidence can help explain why you rejected a request if the case is reviewed again.
• Monitor your ISRR regularly. This can help you identify recurring issues before they affect your shop.
• Review the relevant policy when you are unsure. If the information available supports the buyer, accepting the request can prevent an avoidable invalid rejection.

You can find your performance data in Seller Center under Analytics > Post Purchase > Cancellations and Refunds.

Best practices

Check the information available before rejecting

When a buyer submits an aftersales request, review the reason for the request and any supporting information carefully.
If the information supports the buyer under TikTok Shop policy, rejecting the request may result in the decision being overturned and may negatively affect your ISRR.

Make accurate decisions, not fewer rejections

ISRR is not designed to discourage sellers from rejecting buyer requests.
You should continue to reject requests where you have valid, policy-supported grounds. The aim of ISRR is to reduce invalid rejections, not legitimate seller decisions.

Use auto-approval rules where appropriate

Consider using auto-approval rules to help manage suitable aftersales requests more efficiently.
You can configure available rules in Seller Center under Fulfilment Settings > Return & Refunds.

Monitor your performance regularly

Make it a habit to review your aftersales performance so you can identify patterns and address recurring issues early.

Understand the policy

Familiarise yourself with TikTok Shop’s aftersales policies so that your decisions are consistently aligned.
When in doubt, the relevant policy should be your reference point.
For full policy details, please see the TikTok Shop UK Customer Order Cancellation, Return and Refund Policy.
For further support, contact TikTok Shop Seller Support or visit the Help Centre.