Why Did My TikTok Shop Performance Score Drop?

Existing TikTok Shop sellers whose score moved in October 2026. After the show. Intermediate. 7-min read.

Many sellers saw their Shop Performance Score (SPS) move in October 2026 without changing anything. That is because TikTok Shop rolled out a new version of the score, with new metrics and new time windows. SPS is a 0 to 5 rating of the shopping experience your shop gives. You get one after 30 delivered orders in the past 90 days, not counting fake, sample or gift orders.

What Changed

TikTok's new version keeps three parts, but two of them work differently:

• Product Satisfaction is now scored per product. Each product with at least 5 valid orders in 90 days gets its own Product Quality Score, and the shop score is weighted by each product's share of orders. The Negative Review Rate (NRR) and Non-Buyer Fault Return and Refund Rate (NBFR) windows moved from 60 to 90 days. Since Oct 16, NRR uses the latest review status within 15 days after delivery, not the first review.
• A product needs a Positive Feedback Rate of at least 90% to score 4.5 or higher. Otherwise it is capped at 4.4. One weak product with a lot of orders can hold the whole shop below 4.5.
• Logistics is now about speed, not just on time. On-Time Delivery Rate is replaced by Dispatch Time (hours from Awaiting shipment to In transit, 30-day average) and Transit Time (In transit to Delivered). Seller Fault Cancellation Rate (SFCR) stays.
• Free Shipping Coverage is a bonus. If at least 80% of delivered orders in the last 7 days had $0 shipping, the logistics score gets +0.5, capped at 5. The threshold is 60% for 12 lower-price categories, including Collectibles and trading cards. Auction orders are left out of this rate.
• Customer Service is unchanged. After-Sales Handling Time and IM Dissatisfaction Rate still count.
• You are compared with your category. Your shop is compared only with shops in the same calculation category, set by the category that makes up at least 60% of your orders or sales over 90 days.

Steps

1. Open the score breakdown. In Seller Center, go to Account Health > Shop Performance Score and look at each dimension, not just the total.
2. Find the product that drags Product Satisfaction down. Sort by order share. A best seller with a high NRR moves the shop score more than a slow product.
3. Read the 1 and 2 star reviews for that product. Fix the listing, the packing or the product if the same complaint repeats.
4. Measure your Dispatch Time in hours. If orders sit in Awaiting shipment for a day after a LIVE, that time now counts directly. Pack and get first carrier scans sooner.
5. Keep the 2 business day rule. Orders must reach In Transit within 2 business days of Awaiting Shipment, or the Late Dispatch Rate suffers.
6. Decide whether free shipping is worth the bonus. Work out whether covering shipping on 80% (or 60%) of orders pays for the +0.5.
7. Appeal orders that were not your fault. In Account Health > Shop Performance Score > Appeal Center, choose the metric, the reason and the orders, and attach proof. Review takes about 3 business days, and you can appeal the same metric on the same order up to 3 times.

What You Can Appeal Now

• Available from Oct 16: Product Satisfaction metrics (NRR, NBFR), Customer Service metrics, and SFCR.
• Not yet available: Dispatch Time and Transit Time. TikTok says this feature "needs to be redeveloped" and will open in batches, with full availability by October.
• NRR reasons include malicious reviews, creator false promotion and logistics issues.

Worked Example

TikTok's own examples:

• Dispatch Time: 10 orders delivered in 30 days with 300 total hours in Awaiting shipment is a Dispatch Time of 30 hours.
• NRR: a product with 200 delivered orders in 90 days and 10 negative reviews has an NRR of 10 ÷ 200 = 5%.

Example: if you cut the time from a LIVE to first scan by 12 hours on every one of those 10 orders, total dispatch time drops from 300 to 180 hours, and Dispatch Time drops from 30 to 18 hours.

What Is Not Settled Yet

During the trial, TikTok said new-version scores do not change your benefits, which still follow the old version. The page also says final benefit thresholds would be confirmed at launch on 10/15, and some lines still say "subject to the launch". Check your Seller Center before planning around a threshold.

Common Mistakes

• Looking at the total score only. The total hides which product or metric moved.
• Treating dispatch as done when the label prints. The clock stops at In transit.
• Waiting on logistics appeals that are not open yet instead of fixing dispatch speed.

Checklist

• Score breakdown opened in Account Health
• Top product by order share checked for NRR and NBFR
• Repeated review complaints fixed in listing or packing
• Dispatch Time measured in hours after each LIVE
• Free Shipping Coverage worked out against cost
• Appeals filed with proof for orders outside your control

SaleTrail tracks picking and packing after each show, so you can see how long orders wait before they ship.

Not affiliated with or endorsed by TikTok.