Introduction: Here, we will inform you about the Seller scoring system and how it is generated and used.

Relevant site: TikTok

Relevant party: all Sellers

1、 How to enter the Seller scoring system?

The Seller scoring system encourages sellers to maintain high service standards, creating a great shopping experience for our Buyers.

Points will be deducted if undertaking goals are not met.

You can check your score under the [ Seller Center >> Seller Credit Score ] page.

2、 How is scoring generated?

Points will only be charged if the Buyer's minimum expectations are met. At the same time, this will also remind the Seller that some problems still need to be improved.

The Seller scoring system will update the score on the first day of each month based on the Seller's non-compliance items in the previous month.

3、Customer service rules and implementation rules

What are rude or abusive chats or comments?

Malicious harassment refers to the behaviour of members who insult, curse, threaten, comment and other verbal attacks on others or harass others through evil means, which hinder the legitimate rights and interests of others.

How to deal with rude or abusive chats or comments?

Point deduction for general and severe violations, management and control of the business authority.

Applicable situation: malicious harassment refers to the behaviour of members who abuse, curse, threaten and make other verbal attacks on others, or use evil means to harass others and harm their legitimate rights and interests.

4、 Measures applied for breach of promises

What is a breach of promise?

Breach of promise refers to the Seller's failure to provide services to Buyers, violation of the Buyer's rights and interests and failure to perform obligations to TikTok as promised. The Seller must continue to fulfil statutory or agreed replacements, returns, and refunds.

Applied measures: points deduction

Specific measures:

1. If the Seller has other commitments that still need to be fulfilled regarding the paid order or the corresponding goods or services under particular circumstances, 5 points will be deducted for each general violation.

2. If the Seller violates any of the following commitments, 10 points will be deducted for each severe behaviour:

1) TikTok judges that the Seller should undertake the after-sale guarantee responsibility, such as a refund, but the Seller refuses to bear it;

2) TikTok judges that the Seller should indeed undertake the after-sale guarantee responsibility for 7-day no-reason returns and exchanges, but the Seller refuses to bear it;

3) Refusing to send or delay sending the promised trial goods to the Buyer without negotiation between the Buyer and the Seller;

4) The Seller has not processed the order within 72 hours of the paid order;

The Seller who joined TikTok official activities failed to fulfil the requirements of the activities (except delivery time) and violated other management content officially released by TikTok (including but not limited to rules, norms, category management standards, and industry standards). If the description of the provisions meets the specific circumstances, the measures shall be complied with.

5、 How long will the punishment last?

The punishment will end after 28 days. As long as corresponding measures are taken to improve the current store performance and maintain it up to the standard, the sanctioned Seller will regain certain seller rights.

6、Handling violations 

1. If the circumstances are general: the consumer initiates a complaint, and TikTok judges that the complaint is justified. 5 points will be deducted for each general violation. Completing 5 orders restores 5 points.

2. If the circumstances are serious: if a consumer initiates a complaint and TikTok judges that the complaint is justified, 20 points will be deducted for each serious violation. Completing 20 orders restores 20 points.

3. If the circumstances are severe: the account will be frozen, and the store will be closed within 28 days.

Example 1: Seller A gains 3 points in the 3rd week and will regain the rights in the 7th week

Example 2: Seller B gains 3 points in the 3rd and 3 points in the 5th week. These points will be accumulated to define the level, and the rights will be regained in the 9th week

Example 3: Seller C gains 3 points one week before the beginning of the new quarter and gains 3 points after the beginning of the quarter, and the newly gained points will redefine the level

7、How to make a scoring appeal?

Click the Helpline link to appeal. If your appeal is successful, we will cancel your penalty points and restore your corresponding Seller rights.