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TikTok Shop - Negative Review Rates (NRR) Metrics & Targets

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TikTok Shop - Negative Review Rates (NRR) Metrics & Targets

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Published: 2025-06-29 · Source: crawler_authoritative

Tình huống

TikTok Shop sellers need to understand Negative Reviews Rate (NRR) metrics as part of Shop Health. NRR measures the percentage of 1-2 star ratings (out of 5-star system) that are seller-related, categorized into product quality/function issues and service issues (excluding logistics/delivery problems).

Insight

TikTok Shop defines Negative Reviews as 1-2 star ratings in a 5-star system with optional written comments. Seller-related Negative Reviews exclude logistics/delivery issues and are categorized into two types: (1) Product-related Negative Reviews - concerning product quality and function; (2) Service-related Negative Reviews - concerning service towards customers, including missing or incorrect items, inadequate/unsatisfactory customer service responses. Three NRR metrics are tracked over the last 30 calendar days: Seller-related NRR measures percentage of all seller-related negative reviews (both product and service) out of all delivered orders; Product-related NRR measures percentage of product-related negative reviews out of all delivered orders; Service-related NRR measures percentage of service-related negative reviews out of all delivered orders. The platform requires all three NRR types to be below 0.5%.

Hành động

To monitor NRR performance, sellers should access: (1) Seller Center → Data Compass → Service → Negative Reviews Performance Page to view all NRR targets; (2) Seller Center → Shop Health to view Seller-related NRR and Service-related NRR; (3) Seller Center → Product → Product Ratings to view Product-related NRR. If targets are not met, enforcement actions may be taken against the account, with repeated offenses resulting in more significant penalties. Customer feedback is evaluated through Returns & Refund Reasons (where customers provide feedback) and Customer Complaints (after-sales inquiries or complaints about orders/shopping experience). If enforcement action was taken in error, sellers can appeal via Seller Center following Seller Appeal Guidelines.

Kết quả

Sellers who do not meet NRR targets (< 0.5% for all three types over 30 calendar days) will face enforcement actions. Repeated violations result in escalated penalties.

Điều kiện áp dụng

NRR metrics apply to all TikTok Shop sellers. Evaluation period is based on last 30 calendar days of delivered orders. Enforcement is based on the type of customer feedback received.

Nội dung gốc (Original)

Negative Review Rates (NRR)06/29/2025Shop 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…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…After-sales Handling Time[NEW] We’re introducing a new metric to help you deliver better after-sales service! From May 2026,…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?

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