Your Store Rating is an overview of your shop's performance that will shown as a shop score with the objective of building store reputation for better customer experience. Your Store Rating ranges from 0 to 5, with 5 representing the highest possible score.
A high Store Rating may give you access to some of the benefits:
To learn more about these programmes, please click on the links below:

• Affiliate Marketing
• LIVE Giveaway feature
• Platform campaigns
• Flash sale campaigns
• Earn a Power Shop Badge
• Sales Accelerator
• CRM Broadcast Message

What Store Rating do I need to access these benefits?

To access these benefits, you will need to have a Store Rating above the following thresholds. Do note that you may also need to achieve some additional criteria. Click on the links above to learn more.

What impacts my Store Rating?

Your Store Rating is a single, comprehensive score comprising 3 components

• Product Satisfaction
• Fulfilment and Logistics
• Customer Service

Your Store Rating is updated daily.

😊 Product Satisfaction

These metrics are measured over a 60 calendar day period.

1. Unsatisfied Order Rate: The percentage of Negative Reviews (1-2 star ratings) out of all delivered orders. Negative reviews concerning: Product quality and function and service towards the customer, including complaints about missing or incorrect items.

• Reviews regarding logistics-related issues will be excluded

2. Seller-Fault Return and Refund Rate: The percentage of return/refund requests initiated due to the seller's fault out of all delivered orders. (e.g Damaged product/package, defective item, all related issues caused by seller quality check.)

🚚 Fulfilment and Logistics

These metrics are measured over a 30 calendar day period.

1. Seller-Fault Cancellation Rate (SFCR): The percentage of all orders that are cancelled by the seller or due to the fault of the seller. (e.g. No stock, wrong pricing, auto-cancellations due to the seller's failure to prepare/hand over the parcel to logistics providers within the platform's auto-cancellation.)
2. Fast Dispatch Rate (FDR): The percentage of all orders that meet the Fast Dispatch conditions and are updated to "Shipped" status after the initial order date.

📞 Customer Service

1. Customer Complaint Rate: The percentage of complaint tickets caused by the seller, out of all delivered orders over the last 60 calendar days. Including raising issues or sharing feedback about their orders or overall shopping experience, especially concerning seller services or product quality.
2. 12H Response Rate: The percentage of chats responded within 12 hours out of all chats received over the last 30 calendar days. If automatic replies do not fully resolve customer's queries, sellers will still need to respond manually to customers questions.

❗ Important Note: Your Store Rating will only be displayed if your shop meets the following criteria:

• Completed at least 30 orders in the last 90 calendar days
• Must not have any orders flagged as fraudulent

Where can I check my Store Rating?

You can check your Store Rating here:

• Desktop: Seller Center > Account Health > Store Rating
• TikTok Shop Seller Center App: Home > Shop Health > Store Rating

On this page, you will also be able to:

• Learn more about how your Store Rating is calculated
• View the benefits available for each milestone
• Get an overview of your Store Rating components to identify areas for improvement
• Raise a ticket if you spot any issues with how your Store Rating has been computed

Where do customers see my Store Rating?

Customers and creators will also be able to view your Store Rating through your store front:

What should I do if I think my Store Rating has been calculated incorrectly?

• You can submit a ticket as follows: Help Center > My Tickets > Create New Ticket. Under Topic, select Account Health - Store Rating. Under Details, select Store Rating Correction.

What are the differences between the Store Rating and the Shop Health page in the Seller Center?

What are the differences between the Store Rating and Product Rating?

• Your Store Rating provides a complete picture of your shop's performance, with product ratings being a key factor in determining it.
• Product ratings specifically reflect customer feedback on the items you've sold. To learn more about product ratings, click here.