Guide to Fulfilment Performance Page

What is the Fulfilment Performance Page?

The Fulfilment Performance page is a dedicated dashboard in Seller Center that gives you a clear, consolidated view of your fulfilment efficiency and performance.

• Displays your average fulfilment timelines from order creation to delivery
• Shows all your TikTok Shop's fulfilment metrics
• Allows you to benchmark your performance against industry standards and other shops in your category

Your fulfilment performance directly impacts your Account Health Rating and Store Rating, making it a critical page to monitor regularly.

Where can I find the Fufilment Performance Page?

To see your Fulfillment Performance page, follow these steps:

1. Go to Seller Center
2. Click on Post purchase analytics under Analytics

How does it work?

Here's an example of what your Fulfillment Performance page will look like:
It has 3 main sections:

• Average fulfillment time
• Fulfillment performance metrics
• How to improve fulfillment performance

Below is a breakdown of each section and the information it displays.

Average Fulfillment Time

NOTE: Fulfillment time is measured in hours.
The first section, Average Fulfilment Time, shows your average fulfilment processing time over a 7-day period. You can also adjust the time range to 28 days using the time picker.
Use this section to understand the overall efficiency of your fulfilment operations. You can compare your performance against industry benchmarks or track changes across different time periods.

What do the green and red colors mean?

The Average fulfillment time not only displays performance metrics from the last 7 days (or 28 days), it also compares those metrics to the preceding 7-day period (or 28-day period).
Red = Your fulfillment efficiency dropped by X hours
Green = Your fulfillment efficiency improved by X hours
To toggle between 7 days and 28 days, you can use the time picker dropdown next to Date.NOTE: The time picker feature only applies to the Average fulfillment time module. It does not adjust the Fulfillment performance metrics section.

Fulfillment Performance Metrics

This section provides overviews of all the metrics that TikTok Shop uses to assess a shop's overall fulfilment performance.

• Late Dispatch Rate (LDR)
• Seller-Fault Cancellation Rate (SFCR)
• Fast Dispatch Rate (FDR)
  

SFCR and FDR are also part of the Store Rating assessment. That's why it's so important to continuously monitor your fulfilment performance metrics and strategize around new ways to improve efficiency.

Metric Cards Overview

1. When you hover over the ? icon, you will be able to see the definition of the metric as well as the dates and timeframes that the data reflects.
2. Each metric rate will be tagged with either a Good or Needs Improvement label. Note that different metrics update on different schedules.

These metrics update on Monday of every week:

3. A snapshot of the formula will be displayed with the ratio of orders used to calculate each metric.
4. Click View details to see an overview of orders with issues and problem products.

Metric Performance Details

Click View Details on a metric card to see summaries of orders with issues and affected products. You can view data by individual orders or SKUs to identify the root causes behind each metric. Use these insights to track fulfilment issues and take proactive steps to improve performance.

Metric Trend Chart

Click a metric card to view the trend chart for the selected metric within the chosen time period. This chart provides a visual overview of your fulfilment performance trends over time.
On the trend chart, there will be two lines.

• The solid teal line shows your shop’s performance trend for the selected metric.
• The dotted grey line shows the industry benchmark for your shop’s primary product category.

To view detailed data for a specific day, click the chart line at the relevant date. A breakdown of your metric performance for that day will then be displayed.

How to Improve Fulfillment Performance

The final section is dedicated to providing helpful information and tips for improving your overall fulfillment performance.
Each improvement card offers actionable suggestions for how you can improve your fulfillment efficiency.

• Dispatch orders on time: Highlights orders that require urgent action.
  • Orders that will exceed the dispatch SLA within 24 hours
  • Orders that have already exceeded the dispatch SLA
  • Orders that could be canceled within 24 hours due to late dispatch
• Manage stock accurately: Review your Manage Stock page regularly and ensure your inventory levels reflect actual stock availability or expected restocks. This helps avoid cancellations or shipping delays and maintain a good performance record.

Please read our TikTok Shop Customer Order Shipping Guidelines article for more information.