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Negative Review Rates (NRR)

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Negative Review Rates (NRR)

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Published: 2025-06-29 · Source: crawler_authoritative

Tình huống

TikTok Shop sellers in Vietnam need to maintain low Negative Reviews Rates (NRR) as part of Shop Health metrics. The policy defines seller-related negative reviews (1-2 stars) and sets specific targets that must be met over 30 calendar days to avoid enforcement actions.

Insight

Negative Reviews on TikTok Shop are defined as ratings of 1-2 stars on the 5-star product rating system with optional written comments. Seller-related Negative Reviews are categorized into two types and exclude logistics/delivery issues: (1) Product-related Negative Reviews — concerning product quality and function; (2) Service-related Negative Reviews — concerning service towards the customer, including complaints about missing or incorrect items, inadequate/unsatisfactory customer service responses, and similar issues. Three metrics are evaluated over the last 30 calendar days: Seller-related NRR (percentage of all seller-related negative reviews out of all delivered orders), Product-related NRR (percentage of product-related negative reviews out of all delivered orders), and Service-related NRR (percentage of service-related negative reviews out of all delivered orders). All three NRR targets must be less than 0.5%. Performance can be tracked in Seller Center → Data Compass → Service → Negative Reviews Performance Page (all targets); Seller Center → Shop Health (Seller-related NRR and Service-related NRR); and Seller Center → Product → Product Ratings (Product-related NRR). Failure to meet targets results in enforcement actions, with repeated offenses leading to more significant penalties. Enforcement actions depend on customer feedback evaluated through: Returns & Refund Reasons (customers provide reasons and additional feedback when requesting returns/refunds) and Customer Complaints (after-sales inquiries with sellers or complaints with TikTok Shop about orders, shopping experience, seller services, or product quality). Sellers can appeal enforcement actions via Seller Center following Seller Appeal Guidelines. The full enforcement guidelines are detailed in the TikTok Shop Negative Customer Feedback Enforcement Guidelines.

Hành động

Monitor NRR metrics regularly in the specified Seller Center locations. Maintain Seller-related NRR below 0.5%, Service-related NRR below 0.5%, and Product-related NRR below 0.5% over any 30-calendar-day period. Address product quality and function issues to reduce Product-related NRR. Improve customer service responses, ensure accurate order Vận chuyển (correct items, no missing items), and resolve customer issues promptly to reduce Service-related NRR. Handle return/refund requests carefully as customers must provide reasons and feedback that contribute to enforcement evaluations. Respond to after-sales inquiries and complaints proactively to prevent escalation to TikTok Shop. If enforcement action is believed to be taken in error, submit an appeal through Seller Center following the Seller Appeal Guidelines. Reviews the TikTok Shop Negative Customer Feedback Enforcement Guidelines for complete details on penalties.

Kết quả

Sellers meeting all NRR targets below 0.5% maintain good Shop Health and avoid enforcement actions. Sellers violating guidelines face account enforcement actions, with escalating penalties for repeated offenses.

Điều kiện áp dụng

Applies to Vietnam TikTok Shop sellers only. Excludes negative reviews due to logistics or delivery issues from seller-related NRR calculation. Targets assessed over rolling 30 calendar days.

Nội dung gốc (Original)

Negative Review Rates (NRR)06/29/2025Applies to:VietnamShop HealthWhat are Negative Reviews? Negative Reviews are ratings of 1-2 stars on the product rating system (a 5-star rating system with optional written comments). Seller-related Negative Reviews are categorised into service and product-related issues. These exclude negative reviews due to logistics or delivery issues. These reviews are further broken down into the following.Product-related Negative Reviews: Negative reviews concerning product quality and function.Service-related Negative Reviews: Negative reviews concerning service towards the customer, including complaints about missing or incorrect items, inadequate/unsatisfactory customer service responses, and similar issues.How are Negative Reviews evaluated? The types of metrics we take into account include: Seller-related Negative Review Rate (NRR): Percentage of Seller-related Negative Reviews (both product and service-related) out of all delivered orders within the last 30 calendar days. Product-related Negative Review Rate (NRR): Percentage of Product-related Negative Reviews out of all delivered orders within the last 30 calendar days.Service-related Negative Review Rate (NRR): Percentage of Service-related Negative Reviews from all delivered orders within the last 30 calendar days.What Negative Review targets should I aim for? We require you to attain the following targets. These targets are assessed over a period of 30 calendar days: Seller-related NRR of less than 0.5%Service-related NRR of less than 0.5%Product-related NRR of less than 0.5%Where can I see how I am currently performing? All targets can be found in the following section:Seller Center → Data Compass → Service → Negative Review Performance PageYou may also find your Seller-related NRR and Service-related NRR in the following section:Seller Center → Shop HealthYour Product-related NRR may also be found in the following section:Seller Center → Product → Product RatingsWhat happens if I do not meet the targets above? If you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties. Please see our Violation Reasons, Points & Enforcement Actions for Sellers article and Seller Terms of Service for more information. Sellers with high NRRs will receive enforcement actions depending on the type of customer feedback they receive. Customer feedback will be evaluated through an assessment of the following:Returns & Refund Reasons: Customers can request a return or refund if they are unsatisfied with their purchase. This process requires them to provide a reason for the return and provide any additional feedback. Customer Complaints: Customers can raise after-sales inquiries with sellers or complaints with TikTok Shop. These include raising issues or sharing feedback about their orders or overall shopping experience, especially concerning seller services or product quality.If you think an enforcement action has been taken against you in error, appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.Please click here to read our TikTok Shop Negative Customer Feedback Enforcement Guidelines.Is the content above helpful? PreviousOrder Volume Limit (OVL)Next Guide to Negative Customer Feedback on TikTok ShopYou may also be interested in2 lessonsAccount HealthLearn how to become a great seller on TikTok Shop and ensure your store is productive by understandi…1 lessonStore RatingLearn more about Store Rating, how it is calculated & how to maintain a good rating for your TikTok…TikTok Shop Seller Performance Evaluation Policy1. Overview This Seller Performance Evaluation Policy (hereafter referred to as “this Policy”) deta…Account Health Rating📌 Important Announcement Account Health Rating will be introduced in two phases: Preview Period: fr…Violation Points & Milestones for SellersWhat are Violation Points? Violation Points are points issued to sellers who breach our policies an…Unfair Behaviour and Terms of SaleHere at TikTok Shop, one of our main objectives is to create a trustworthy shopping environment for…Seller-Fault Cancellation Rate (SFCR)What is the Seller-fault Cancellation Rate (SFCR)? The Seller-fault Cancellation Rate is the percen…Order Volume Limit (OVL)What is an Order Volume Limit (OVL)? An Order Volume Limit (OVL) is a restriction that limits the to…Customer Review PolicyWhy is customer feedback (i.e., Ratings and Reviews) so important? Ratings and reviews of products/s…Violation Reasons, Points & Enforcement Actions for SellersViolation Reasons and Points Below are non-exhaustive Violation Reasons and their corresponding rang…Table of contentsWhat are Negative Reviews?How are Negative Reviews evaluated?What Negative Review targets should I aim for?Where can I see how I am currently performing?What happens if I do not meet the targets above?

Images in this article:

  • [Hình 1] Hình ảnh quảng bá TikTok Shop với các nhãn “Store operation” và “ACCOUNT HEALTH” trên nền hồng, có loa phóng thanh và biểu tượng túi mua sắm. Không có thông tin số hoặc dữ liệu cụ thể.
  • [Hình 2] Hình ảnh hiển thị màn hình với nhãn UI “Store Rating” ở trung tâm, trên nền đen có các hình tròn và bán nguyệt màu xanh, tím, hồng, trắng ở các góc, cùng biểu tượng hình tròn xanh có biểu tượng máy ảnh ở góc dưới bên phải. không có thông tin số hoặc tên sản phẩm cụ thể.
  • [Hình 3] Ảnh chụp màn hình hiển thị giao diện TikTok Shop với tiêu đề “Account Health Rating” và nhãn “Policy Guide” ở góc trên bên phải. Logo TikTok Shop xuất hiện ở góc trên bên trái, cùng với các biểu tượng trang trí 3D gồm cửa hàng, túi mua sắm và dấu tích xác nhận.
  • [Hình 4] Ảnh chụp màn hình hiển thị giao diện TikTok Shop với tiêu đề “Violation Points & Milestones” và nhãn “Policy Guide” ở góc trên bên phải. Có các biểu tượng trang trí 3D gồm ngôi nhà màu hồng, túi mua sắm, ngôi sao và dấu tích xanh.
  • [Hình 5] Ảnh chụp màn hình hiển thị logo “TikTok Shop” ở góc trên bên trái, nhãn “Policy Guide” màu hồng ở góc trên bên phải, và tiêu đề lớn “Unfair Behaviour and Terms of Sale” ở giữa bên trái. Bên phải có hình minh họa điện thoại với mái hiên cửa hàng, túi mua sắm màu hồng và biểu tượng trái tim.
  • [Hình 6] Ảnh chụp màn hình hiển thị giao diện TikTok Shop với nhãn “Policy Guide” màu đỏ ở góc trên bên phải và tiêu đề chính “Seller-Fault Cancellation Rate” ở giữa màn hình. Bên phải có hình minh họa xe tải màu hồng 3D chở các thùng hàng.
  • [Hình 7] Hình ảnh hiển thị giao diện TikTok Shop với nhãn “Policy Guide” màu hồng và tiêu đề chính “Order Volume Limits”. Có một mô hình 3D ngôi nhà màu hồng xanh và biểu tượng túi mua sắm, ngôi sao, dấu tích trang trí.
  • [Hình 8] Ảnh chụp màn hình hiển thị giao diện TikTok Shop với nhãn “Policy Guide” ở góc trên bên phải. Tiêu đề chính là “Violation Reasons, Points & Enforcement Actions”.

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