On Time Delivery Rate (OTDR)
What is On Time Delivery Rate (OTDR)?
The On Time Delivery Rate (OTDR) is the percentage of orders, over a period of 7 calendar days, that are delivered to the buyer within the deliver-by SLA.OTDR applies to the following order types:
- Ship by Seller
- Ship by TikTok
- For Ship by Seller orders, sellers manage the whole delivery process and are responsible for whether the order arrives on time.
- For Ship by TikTok orders, the platform manages the courier. If the seller dispatches on time, courier-caused late deliveries will not count against them.
A shop's OTDR reflects order delivery efficiency on a weekly basis, and a healthy OTDR will be at or more than 90%.
Deliver-by SLA
The deliver-by SLA is measured from order creation time to delivery. The deliver-by SLA is the designated timeframe that a seller has to get an order packed, shipped, and delivered.For an order to be considered delivered on time, the Logistics Service Provider (LSP) or carrier must mark it as "Delivered" on or before the deliver-by SLA from order creation.
Order Types and Deliver-by SLA
The deliver-by SLA will vary depending on the order route. The table below outlines the deliver-by SLAs for different order routeOrder Route | Deliver-by SLA | Example |
| UK (domestic) | 4 business days | Order date: Feb 25, 2026. Deliver on or before Mar 3, 2026 |
Shipping type: Sell Across EU
Find the seller’s dispatch country in the left-hand row, then match it to the buyer’s recipient country in the top column. The number shown is the deliver-by SLA in business days.Dispatch timing for Ship by TikTok orders
For Ship by TikTok orders, sellers must make sure that the order status in Seller Center is updated to "Shipped" within 2 business days of an order being placed:✅ Prepare the package for collection or drop-off at a designated location
✅ Ensure the package is scanned on collection by the logistics provider
✅ The status will change to "Shipped" in Seller Center on Manage Orders
For Ship by TikTok orders, the platform automatically checks whether the seller dispatched and handed over the package on time. This gives sellers more protection from delivery delays caused by the courier, as long as the 2 business day dispatch window is met.
If a seller dispatches a Ship by TikTok order on time within this 2 business day window, late deliveries caused by the courier will not count against the seller's OTDR.
If a seller dispatches a Ship by TikTok order late, and the order also arrives late, this will count against the seller's OTDR.
Auto-cancelled orders, and any cancellation that happens after the deliver-by SLA deadline, are counted against the seller's OTDR.
Best practices for fulfilment speed
• Stock Management
Maintain sufficient stock to fulfil orders on time and schedule reorders in advance to avoid delays in replenishment.• Package Preparation
Complete packing, labelling, and handover to logistics providers within 2 business days of when an order is placed.• Anticipate Sales Spikes
Review Affiliate Creators' selling performance before campaigns and communicate stock availability to creators to manage viewers' expectations for limited stock.• Order Scanning
Ensure orders are scanned during handover to the logistics provider to avoid status update delays. Keep proof of handover (such as the courier receipt or scan confirmation) in case it is needed later.What happens when a shop has an on-time delivery rate of 70% or below?
Sellers with an OTDR below 70% may face enforcement measures in the form of reduced visibility, and TikTok Shop may impose an "Order Volume Limit" based on past fulfilment performance to help sellers manage orders and stock.📍Learn more hereIf OTDR significantly breaches performance standards, sellers may face a funds freeze and/or late delivery fees.
📍Learn more here
How can sellers appeal for order fulfilment issues?
A seller can appeal a violation in Seller Center Shop Health Violation Records. Sellers can appeal by submitting a detailed explanation with supporting documents.- A seller can appeal an order volume limit or funds freeze during the seven (7) calendar days from the date the violation notification was issued.
- If a seller appeals within seven (7) calendar days upon notice of the violation and the appeal is successful, they will not face late delivery fee charges in the following week.
- A seller can appeal a late delivery fee charge:
- The first appeal must be filed within eighty (80) calendar days from the date the violation notification was issued.
- The second appeal must be filed within fifteen (15) calendar days after the rejection of the first appeal.
Valid appeal reasons
- Unforseen circumstances: carrier disruption due to strikes, natural disasters, etc.
- Platform Technical Issue: system issues preventing timely dispatch or delivery status updates.
- Incorrect Calculation: orders incorrectly tagged under OTDR.
- Product Virality: order spike due to viral product.
- Handover Scan Delay: the seller handed the package to the courier on time, but the courier's scan was delayed. Sellers will need to provide proof of handover, such as a receipt, carrier scan confirmation, or photos.