Customer Service Communication Requirements
Trust: ★★★☆☆ (0.90) · 0 validations · factual
Published: 2026-06-10 · Source: crawler_authoritative
Tình huống
TikTok Shop sellers need to maintain high chat performance metrics to ensure good customer service, qualify for programmes, and avoid enforcement actions. The platform monitors 12-Hour Response Rate (12HRR), Chat Satisfaction Rate, and Average Response Time (ART).
Insight
TikTok Shop provides several communication metrics to monitor chat performance. The 12-Hour Response Rate (12HRR) is a critical metric with enforcement thresholds: 75%-84% triggers a warning; 51%-74% results in 2 Vi phạm Points or deduction of 10 Account Health Rating (AHR) points; ≤50% results in 4 Violation Points or deduction of 20 AHR points. Enforcement applies only to shops with more than 2 chats in the last 30 calendar days. Chats included in metric calculations are: chats on weekends and public holidays, chats received while in holiday mode, chats resolved by automated replies and FAQs. Chats excluded are: chats outside shop working hours set by seller (e.g. at night), chats initiated by seller including broadcasts, chats from blocked customers. When buyers transfer to Logistics Service Provider (LSP), the LSP contact card counts as a Seller Reply and supports communication metrics like 12-hour response rate. Sellers can still reply normally in ongoing sessions. Chat Satisfaction Rate and Average Response Time (ART) are benchmark metrics only — no direct enforcement, but poor performance may negatively impact overall shop performance. Good communication matters because it: improves customer satisfaction leading to repeat buyers and loyalty; gains eligibility for Campaigns, Flash Sales, and Tiếp thị liên kết Marketing Tools by boosting Store Rating; qualifies sellers for exclusive programmes like Mall and Star Shop.
Hành động
Respond to all customer messages including text, stickers, emojis, photos, and order/product cards — on regular days, weekends, and holidays. Use ‘Holiday Mode’ to temporarily close shop when unable to monitor; performance is not assessed during Holiday Mode. View communication metrics via Shop Health page in Seller Center. Use Chat Automation Tools to improve metrics — click the provided link. Access Customer Communication Guidelines via the provided link. Learn about Holiday Mode via the provided link.
Điều kiện áp dụng
Enforcement actions for 12HRR apply only to shops with more than 2 chats in last 30 calendar days. Chat metrics are not assessed during Holiday Mode.
Nội dung gốc (Original)
Customer Service Communication Requirements06/10/2026Chat ToolTikTok 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 loyaltyGain eligibility for Campaigns, Flash Sales, and Affiliate Marketing Tools by boosting your Store Rating performanceQualify for exclusive seller programmes like Mall and Star Shop🎯 What communication targets should I aim for? What chats are included and excluded from the metric calculations? IncludedExcludedChats on weekends and public holidaysChats outside of the Shop working hours set by the Seller (e.g. at night)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 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%: 2 Violation Points or a deduction of 10 Account Health Rating (AHR) points. 🔴 12HRR ≤ 50%: 4 Violation Points or a 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 ProviderBuyers 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 via the Shop Health page in Seller Center.How do I improve my customer communication metrics? Click here to access Chat Automation ToolsFAQWhat 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 buyers 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 Guidelines.Is the content above helpful? PreviousTips to Improve Customer ReviewsYou may also be interested inCustomer Service ChatThe Customer Service Chat feature refers to a communication tool that can be used by seller’s Custom…Table of contentsWhy Does Good Communication Matter?🎯What chats are included and excluded from the metric calculations?What happens if I do not meet the targets above?Transfer to TikTok Shop Customer Service or Logistics Service ProviderWhere can I find my current communication metrics?How do I improve my customer communication metrics?FAQ