What is the Seller-fault Cancellation Rate

(SFCR)?
The Seller-fault Cancellation Rate is the percentage of all orders (over a period of 7 calendar days) that are cancelled by the seller or due to the fault of the seller.

• The SFCR includes all:
  • Seller-initiated cancellations due to the seller's fault (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 Service Level Agreement (SLA).

❗ You should aim for an SFCR of less than 2.5%. Sample calculation

• 100 orders were placed
• 20 orders were cancelled due to the seller's fault
• 5 orders were automatically cancelled
• The seller's SFCR is 25%.

Where can I find my SFCR?

You can find your SFCR in the Shop Health section of the Seller Center.

What would happen if I do not meet the target above?

Enforcement actions may be taken depending on how high your SFCR is.
Order Volume Limits may be applied as follows:

• SFCR is ≥10% but <30% -> You will only be able to sell up to 75% of your average daily order volume
• SFCR is ≥30% but <50% -> You will only be able to sell up to 50% of your average daily order volume
• SFCR is ≥50% but <75% -> You will only be able to sell up to 25% of your average daily order volume
• SFCR is ≥75% -> You will not be able to sell your products temporarily

Enforcement may also be taken for specific product. Products will be deactivated if meet criteria below:

• Shop level SFCR >= 5%; And
• Product Level SFCR >= 10%

What happens if I breach these guidelines?

If you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.
Please see our Violation Reasons, Points & Enforcement Actions for Sellers article and Seller Terms of Service for more information. If you think an enforcement action has been taken against you in error, please raise an appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.
For more information, please see the TikTok Shop by Tokopedia Seller Performance Evaluation Policy.