What is the Seller Performance Evaluation Policy?

06/18/2025

Account ManagementShop HealthTikTok Account Health

TikTok Shop by Tokopedia Seller Performance Evaluation

At TikTok Shop by Tokopedia, we value safety, diversity, inclusiveness, and authenticity. Our platform policies and guidelines work to promote customer safety and a shopping experience that all users can have confidence in.

One of the ways we protect our users is by taking enforcement actions against shops that violate our TikTok Shop by Tokopedia policies and guidelines. Our applies to all sellers and describes our approach to applying enforcement measures on TikTok Shop by Tokopedia.

Important note: Please note that our applies only to sellers.

What are Violation Points?

Violation Points are penalty points that are issued to sellers who breach our policies and guidelines. The number of Violation Points issued corresponds with the severity and impact of the infringement of our guidelines/policies. Violation Points will reset every 180 calendar days from the date they were issued.

What is the Milestone Enforcement System?

To promote compliance with our policies, we have a based on violation points. If a seller accumulates a certain number of points, they will reach a threshold where enforcement actions will be taken against their shop. For example, an accumulation of 48 points may result in a seller's e-commerce permission being permanently revoked.

For more information about our milestone enforcement system and the specific enforcement actions taken at various violation point thresholds, please read our Seller Performance Evaluation Policy ().

Where to Find Your Violation Points

You can check your Violation Points on the 'Shop Health" page of your TikTok Shop by Tokopedia Seller Center. The 'Shop Health' page allows sellers to manage their account health and track any violations associated with their TikTok Shop by Tokopedia account.

How to Calculate Your Violation Points

The total amount of violation points can be found on the Overview page of your Seller Center. Alternatively, you can calculate your violation points by clicking on the Violation Records tab of your Shop Health page and adding the number of violation points under the column Enforcement Type.

Where Can I Appeal my Violation?

If you receive a notice or warning of infringement and believe TikTok Shop by Tokopedia made an error, you may appeal or dispute the claim by raising a ticket/appeal in the Seller Center.

Filing an Appeal and Monitoring Your Appeal Status	Please login to your TikTok Shop by Tokopedia Seller Center Click on "Shop Health" and then the "Violation Records" tab Click on the "Appeal" button to file an appeal Once you have submitted your appeal, you can click on "Appeal Details" to monitor its status
Submission of Supporting Documents	When submitting appeals, we require sellers to provide supporting documents/information to help us with our investigation. These include: A list of the impacted Order IDs. A clear explanation of why the enforcement action was taken against them in error. Relevant supporting documents (see below). Any additional materials or information that may be required by us.
Appeal Timeline	For each violation, sellers can file up to two appeals. The first appeal must be filed within 30 calendar days from the date the violation notification was issued. The second appeal must be filed within 15 calendar days after the rejection of the first appeal.

Supporting Documents for Appeal

Violation Type	Appeal Reason	Recommended Appeal Description	Supporting Documents Required	Information required
Late Dispatch Rate (LDR)	Force Majeure	Unforeseen incident / natural disaster	Proof of damage to relevant package(s) caused by unforeseen incident / natural disaster.	Date of incident / natural disaster Impact on seller's ability to fulfil impacted order(s) Estimated date seller is able to fulfil impacted order(s)
	Misjudgment by Platform	Logistics service provider issue	For situations where package was picked up by logistics service provider: Copy of shipping manifest Proof of handover list signed by logistics service provider's rider/driver and indicating handover date/time of package Copy of CCTV footage of handover of package with date/timestamp Copy of correspondence with logistics service provider For situations where package was dropped off with logistics service provider: Copy of shipping manifest Copy of acknowledgement receipt/slip from logistics service provider's branch	Date of order creation Date/time of package handover Logistics services provider's signature/acknowledgemet of receipt of package List of impacted Order IDs (to be included in Appeal Description)
	Misjudgment by Platform	System bugs, e.g. incorrect notification	Screenshot of relevant TikTok Shop by Tokopedia Seller Center page, indicating system bug.	Relevant Seller Center screenshot Date/timestamp of bug
	Customer's reason	Buyer's request	Copy of correspondence with relevant customer(s)on TikTok Shop by Tokopedia IM chat.	Screenshot of correspondence with customer
Seller Fault Cancellation Rate (SFCR)	Force Majeure	Unforeseen incident / natural disaster	Proof of damage to relevant package(s) caused by unforeseen incident / natural disaster.	Date of incident / natural disaster Impact on seller's ability to fulfil impacted order(s) Estimated date seller is able to fulfil impacted order(s) List of impacted order IDs (to be included in the Appeal Description)
	Misjudgment by Platform	System bugs, e.g. incorrect pricing, abnormal promotion	Screenshot of relevant TikTok Shop by Tokopedia Seller Center page, indicating system bug.	Relevant Seller Center screenshot Date/timestamp of bug
	Customer's reason	Buyer's request to cancel Malicious order Incorrect delivery address / cannot deliver to buyer	Copy of correspondence with a relevant customer(s)on TikTok Shop by Tokopedia IM chat. Or Copy of correspondence with logistics service provider confirming delivery address was incorrect or inability to deliver package to buyer	Screenshot of correspondence with customer

Frequently Asked Questions

When will my violation points be reset/removed?

Violation Points will reset every 180 calendar days from the date they were issued.

What can I do to prevent incurring more violation points?

Please visit our Policy Center regularly to stay updated with our policies and guidelines.
Review your Shop Health page frequently.
You may submit an appeal if you disagree with our enforcement.

Will TikTok Shop by Tokopedia warn me if I receive a violation?

Yes. The violation reason and number of Violation Points will be provided in the Violation Records tab of your Shop Health page.
A formal violation warning message will be sent to sellers five (5) points before reaching the next TikTok Shop by Tokopedia enforcement milestone.

What happens if my appeal is successful?

If the appeal is successful, TikTok Shop by Tokopedia will remove any penalties issued and restore any withdrawn privileges. If the appeal is unsuccessful, TikTok Shop by Tokopedia will maintain the penalties issued and the withdrawal of privileges.

Trước đóNegative Review Rates (NRR)Next TikTok Shop by Tokopedia Policy Quiz