Order Volume Limits (OVLs)
What is an Order Volume Limit (OVL)?
TikTok Shop strives to provide a positive experience for both sellers and customers. As such, timely order fulfilment and accurate stock management are key components that make up a customer's online shopping experience.To help sellers manage their order fulfilment and stock handling, TikTok Shop UK is introducing Order Volume Limits (OVL) to shops based on their past fulfilment performance.
An Order Volume Limit (OVL) is a limit that affects the total number of orders that a shop can receive each day. Upon reaching the order volume limit, a seller's shop will not be able to receive additional orders until the order limit is reset the next day.
When will an OVL be applied?
OVLs are applied to sellers based on their shop's fulfilment performance. This includes sending packages on time and complying with key dispatch and fulfilment deadlines as set out in our TikTok Shop Customer Order Shipping Guidelines for Sellers.It is important to note that an OVL is not meant to lower merchant sales volumes. Instead, it utilises historical data to estimate a seller's fulfilment capabilities, allowing us to protect sellers from unexpected order volume spikes that they are unable to fulfil.
What does an OVL look like?
Managed and unmanaged sellers who have OVLs applied to their shop will have an Order Volume Tracker appear on their Seller Centre "Manage Orders" page (see image below). The Order Volume Tracker displays a shop's daily order limit and the remaining number of orders they can receive for the day.Sellers should kindly note the following:
- During the day, the Order Volume Tracker will automatically adjust based on the number of sales made until their shop's daily order limit is reached.
- Once the daily limit is reached, products will be labelled as sold-out, and customers will no longer be able to place orders for the day.
- The tracker will reset every day at midnight (GMT +1).
- The OVLs mentioned in this article only apply to sellers who have passed their new shop probationary period. Sellers who are still in their new shop probationary period will be subject to a separate pre-determined order limit.
Appeal to increase your OVL limit
Any seller can appeal an OVL that has been placed on their shop. Sellers are limited to one appeal every two weeks. It is important to note that the appeals process differs between managed and unmanaged sellers.OVL appeal process for managed sellers
To appeal, managed sellers can reach out to their Account Manager and express their interest in increasing the order limit/OVL on their Shop. Sellers should clearly indicate the new order limit they wish to apply for as well as provide the following supporting materials:- Proof of fulfilment capacity improvement.
- Examples include but are not limited to documents, videos or images that display increased business capability (such as adequate staffing) to fulfil a higher volume of orders.
- Proof of product inventory/stock health.
- Examples include but are not limited to documents, videos or images that display healthy product inventory or sufficient stock.
- Proof of the following improved fulfilment metrics:
- An On Time Delivery Rate (OTDR) of more than 90% (within the last 30 calendar days)
- A Seller Fault Cancellation Rate (SFCR) less than 2.5% (over a perod of 7 calendar days)
- A Valid Tracking Rate (VTR) more than 95% (for orders shipped over a 7 day period)
- Proof that their sales volume reached up to 90% of their current daily OVL at least four (4) times within the last four (4) weeks.
OVL appeal process for unmanaged sellers
To appeal, unmanaged sellers can contact our TikTok Shop Customer Support Service and express their interest in increasing the order limit/OVL on their Shop. Sellers should indicate the new limit they want to apply for as well as provide the following supporting evidence:- Proof of fulfilment capacity improvement.
- Examples include but are not limited to documents, videos or images that display increased business capability (such as adequate staffing) to fulfil a higher volume of orders.
- Proof of product inventory/stock health.
- Examples include but are not limited to documents, videos or images that display healthy product inventory or sufficient stock.
- Proof of the following improved fulfilment metrics:
- An On Time Delivery Rate (OTDR) of more than 90% (within the last 30 calendar days)
- A Seller Fault Cancellation Rate (SFCR) less than 2.5% (over a perod of 7 calendar days)
- A Valid Tracking Rate (VTR) more than 95% (for orders shipped over a 7 day period)
- Proof that their sales volume reached up to 90% of their current daily OVL at least four (4) times within the last four (4) weeks.
What is the impact of OVLs on campaigns or promotional periods?
- Campaigns or promotional periods (such as Black Friday) are important opportunities for sellers to boost their sales. Sellers who wish to increase their OVL during these periods can do so via the appeals processes detailed above.
- Sellers should note the following:
- An application to increase an OVL must be made at least seven (7) business days in advance.
- Sellers will be required to show proof of preparedness (such as sufficient stock/ inventory) ahead of the campaign for the order limit to be increased.
- After the campaign or promotional period finishes, a shop's OVL will return to its pre-campaign limit.
Frequently Asked Questions (FAQ)
- Is there a way to appeal to have an indefinite order limit?
- Sellers who have high fulfillment performance capabilities can qualify for an indefinite order limit. Sellers who wish to apply for an indefinite order limit can reach out to their Account Manager or TikTok Shop's Customer Service if they can provide significant evidence to support their capacity to manage high order volumes.
- How do we calculate Seller Fault Cancellation Rates?
- The Seller Fault Cancellation Rate (SFCR) is the percentage of all orders cancelled by the seller over a period of 7 calendar days, prior to the orders being Shipped (e.g. Out of Stock etc)
- How do we calculate Valid Tracking Rate?
- The Valid Tracking Rate is the percentage of all orders (shipped over a period of 7 calendar days) that are "Shipped by Seller" using a tracked shipping method that provides at least two scans (including 'out for delivery' and a delivery scan/attempt).