Hệ thống Store Rating trên TikTok Shop - Thành phần, ngưỡng điểm và lợi ích
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Published: 2026-04-28 · Source: crawler_authoritative
Tình huống
Người bán trên TikTok Shop cần hiểu cách Reviews hiệu suất cửa hàng thông qua chỉ số Store Rating (Điểm đánh giá cửa hàng) dao động từ 0 đến 5, nhằm xây dựng uy tín và cải thiện trải nghiệm khách hàng.
Insight
Store Rating là điểm số tổng hợp phản ánh hiệu suất cửa hàng, bao gồm 3 thành phần chính: (1) Product Satisfaction (Sự hài lòng sản phẩm) - đo lường trong 60 ngày: Unsatisfied Order Rate (tỷ lệ đơn hàng không hài lòng dựa trên Reviews 1-2 sao từ khách, trừ các vấn đề về logistics) và Seller-Fault Return and Refund Rate (tỷ lệ hoàn/trả do lỗi người bán như hàng hỏng, thiếu, lỗi); (2) Fulfilment and Logistics (Vận chuyển) - đo lường trong 30 ngày: Seller-Fault Cancellation Rate SFCR (tỷ lệ đơn hủy do lỗi người bán như hết hàng, sai giá, tự động hủy do không giao kịp) và Fast Dispatch Rate FDR (tỷ lệ đơn đáp ứng điều kiện giao nhanh, cập nhật trạng thái Shipped); (3) Customer Service (Dịch vụ khách hàng): After-sales Handling Time (thời gian phản hồi trung bình các yêu cầu sau bán trong 60 ngày) và 12H Response Rate (tỷ lệ phản hồi chat trong 12 giờ trong 30 ngày). Store Rating chỉ hiển thị khi cửa hàng có ít nhất 30 đơn trong 60 ngày gần nhất và không có đơn bị đánh dấu gian lận. Điểm này được cập nhật hàng ngày.
Hành động
Để kiểm tra Store Rating: trên Seller Center Desktop vào Account Health > Store Rating; trên TikTok Shop Seller Center App vào Home > Shop Health > Store Rating. Tại đây có thể xem chi tiết cách tính điểm, các lợi ích theo từng mốc điểm, tổng quan các thành phần để cải thiện, và gửi ticket nếu phát hiện lỗi tính điểm (Help Center > My Tickets > Create New Ticket, chọn Topic Account Health - Store Rating, Details Store Rating Correction). Để được hưởng các đặc quyền như Tiếp thị liên kết Marketing, LIVE Giveaway, Platform campaigns, Star Shop Badge, Sales Accelerator, Flash Sale, CRM Broadcast Message, cần đạt Store Rating cao hơn ngưỡng quy định (kèm thêm tiêu chí bổ sung).
Điều kiện áp dụng
Store Rating chỉ hiển thị khi cửa hàng có ít nhất 30 đơn hàng đã hoàn thành trong 60 ngày gần nhất và không có đơn nào bị đánh dấu gian lận. Điểm chỉ áp dụng cho cửa hàng trên TikTok Shop, không phải Shop Health (chỉ số tuân thủ chính sách nội bộ).
Nội dung gốc (Original)
Store Rating04/28/2026Shop ExperienceYour Store Rating is an overview of your shop’s performance that will shown as a shop score with the objective of building store reputation for better customer experience. Your Store Rating ranges from 0 to 5, with 5 representing the highest possible score. A high Store Rating may give you access to some of the benefits:To learn more about these programmes, please click on the links below:Affiliate MarketingLIVE Giveaway featurePlatform campaignsEarn a Star Shop BadgeSales Accelerator Seller Flash SaleBe TikTok Shop Mall SellersCRM Broadcast MessageWhat Store Rating do I need to access these benefits? To access these benefits, you will need to have a Store Rating above the following thresholds. Do note that you may also need to achieve some additional criteria. Click on the links above to learn more. What impacts my Store Rating?Your Store Rating is a single, comprehensive score comprising 3 components Product Satisfaction Fulfilment and LogisticsCustomer ServiceYour Store Rating is updated daily.😊 Product SatisfactionThese metrics are measured over a 60 calendar day period.Unsatisfied Order Rate: The percentage of Negative Reviews (1-2 star ratings) out of all delivered orders. Negative reviews concerning: Product quality and function and service towards the customer, including complaints about missing or incorrect items.Reviews regarding logistics-related issues will be excludedSeller-Fault Return and Refund Rate: The percentage of return/refund requests initiated due to the seller’s fault out of all delivered orders. (e.g Damaged product/package, defective item, all related issues caused by seller quality check.)🚚 Fulfilment and LogisticsThese metrics are measured over a 30 calendar day period.Seller-Fault Cancellation Rate (SFCR): The percentage of all orders that are cancelled by the seller or due to the fault of the seller. (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.)Fast Dispatch Rate (FDR): The percentage of all orders that meet the Fast Dispatch conditions and are updated to “Shipped” status after the initial order date. 📞 Customer ServiceAfter-sales Handling Time: Your average response time across all after-sales requests over the past 60 calendar days.12H Response Rate: This is the percentage of customer-initiated chats responded to within 12 hours over the last 30 calendar days.❗ Important Note: Your Store Rating will only be displayed if your shop meets the following criteria:Completed at least 30 orders in the last 60 calendar daysMust not have any orders flagged as fraudulentWhere can I check my Store Rating? You can check your Store Rating here:Desktop: Seller Center > Account Health > Store RatingTikTok Shop Seller Center App: Home > Shop Health > Store RatingOn this page, you will also be able to:Learn more about how your Store Rating is calculatedView the benefits available for each milestoneGet an overview of your Store Rating components to identify areas for improvementRaise a ticket if you spot any issues with how your Store Rating has been computedWhere do customers see my Store Rating? Customers and creators will also be able to view your Store Rating through your store front:What should I do if I think my Store Rating has been calculated incorrectly?You can submit a ticket as follows: Help Center > My Tickets > Create New Ticket. Under Topic, select Account Health - Store Rating. Under Details, select Store Rating Correction.How is Store Rating different from Shop Health? Shop Health measures your shop’s policy compliance, helping you understand your account health and how close you may be to enforcement actions. This score is only visible to you.Store Rating measures your shop’s performance over the past 60 days, based on product satisfaction, fulfillment and logistics, and customer service. A higher Store Rating can help unlock certain benefits. Your Store Rating is visible to customers on TikTok Shop.What are the differences between the Store Rating and Product Rating? Your Store Rating provides a complete picture of your shop’s performance, with product ratings being a key factor in determining it.Product ratings specifically reflect customer feedback on the items you’ve sold. To learn more about product ratings, click here.Is the content above helpful?Next Affiliate Collaboration Guidelines for SellersTable of contentsWhat Store Rating do I need to access these benefits?What impacts my Store Rating?😊 Product Satisfaction🚚 Fulfilment and Logistics📞 Customer ServiceWhere can I check my Store Rating?Where do customers see my Store Rating?What should I do if I think my Store Rating has been calculated incorrectly?How is Store Rating different from Shop Health?What are the differences between the Store Rating and Product Rating?
Liên kết
- Nền tảng: TikTok Shop
- Funnel: Retention (Giữ chân)
- Nguồn: https://seller-vn.tiktok.com/university/essay?knowledge_id=6837778147428097
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