Customer Service Communication Requirements

TikTok Shop offers several metrics that allow you to monitor your chat performance, and ensure that you're providing excellent customer service.

Why Does Good Communication Matter?

Maintaining high chat performance helps you:

• Improve customer satisfaction, which can lead to more repeat buyers and stronger loyalty
• Gain eligibility for Campaigns, Flash Sales, and Affiliate Marketing Tools by boosting your Store Rating performance
• Qualify for exclusive seller programmes like Mall and Star Shop

🎯 What communication targets should I aim for?

*The following will be excluded from calculations:

• Chats received while in holiday mode.
• Chats initiated by the Seller (including broadcasts).
• Chats resolved by automated replies and FAQs.
• Chats from customers you have blocked.

What chats are included and excluded from the metric calculations?

What happens if I do not meet the targets above?

If your 12-Hour Response Rate (12HRR) falls below 85%, enforcement actions may be applied depending on your performance level:

• 🟡 12HRR 75%-84%: A warning will be issued to remind you to improve your response rate.
• 🟠 12HRR 51%-74%: Deduction of 10 Account Health Rating (AHR) points.
• 🔴 12HRR ≤ 50%: Deduction of 20 Account Health Rating (AHR) points.

*Note: Enforcement actions apply only to shops that have received more than 2 chats within the last 30 calendar days.
Chat Satisfaction Rate and Average Response Time (ART) are benchmark metrics designed to help you maintain and improve your customer communication performance. While failing to meet these targets will not result in direct enforcement actions, it may negatively impact your overall shop performance.

Transfer to TikTok Shop Customer Service or Logistics Service Provider

Buyers may see an option to connect with a Logistics Service Provider or TikTok Shop Customer Service for certain inquiries. This helps route logistics and aftersales-related questions straight to the right team, so you can focus on running your shop and spend more time serving your customers.

• If a buyer chooses Contact Logistics Service Provider (LSP), the LSP contact card will count as a Seller Reply for the ongoing chat and will support your communication metrics (e.g. 12-hour response rate).
• You will still be able to reply to the buyer in the ongoing session as usual.

Where can I find my current communication metrics?

You can view your current communication performance on the Shop Health page in Seller Center:

How do I improve my customer communication metrics?

FAQ

What types of messages require a response?

• You should respond to all messages from customers, including text, stickers, emojis, photos and order/product cards. This applies to messages received on regular days, weekends, and holidays.

I will be away for some time, and will not be able to monitor my shop. What can I do?

• If a seller is not planning to monitor their shop, including during public holidays, we recommend using the 'Holiday Mode' feature to temporarily close their shop and inform customers about their absence. While a seller's shop is in Holiday Mode, customer service performance will not be assessed.

To learn more about holiday mode, please click here.
Please click here to read our Customer Communication Policy.