Purpose and Scope
The TikTok Shop Fulfillment Policy is the rulebook that Zendrop sellers and suppliers need to adhere to when fulfilling orders for TikTok Shop. It complements TikTok's Community Guidelines, Creator Terms of Use, and Seller Terms of Service.
TikTok Shop reserves the right to make changes to any of their policies at any time without prior notice. This policy is periodically updated and Zendrop will do their best to keep the policy updated on their end, but it is your responsibility as a business owner to ensure your compliant. Review their "TikTok Shop Policy Center" within the TikTok Shop Academy for the most up-to-date policies.
This policy is not intended to be legal advice. Sellers and suppliers should seek independent legal advice for questions regarding US laws and regulations.
Fulfillment Policy
All TikTok Shop sellers and suppliers are required to comply with this policy. If you do not, you could be banned from TTS. As a supplier, if you consistently fail to meet the requirements, you could be at risk of losing your Zendrop supplier privileges.
Service Level Agreements (SLA)
SLAs are the maximum number of business days allowed for an order to reach a specific stage within the order fulfillment/shipping process.
Seller Fulfilled Shipments - Ship by Seller, Shop by TikTok
Ready to Ship
An order is prepared and ready for a logistics service provider to pick up.
Orders must be Ready to Ship within 1 business day from the order date.
Dispatch and Transit to Ship
Dispatch: the order has been packed, the necessary information has been organized, and the order has been handed off to a delivery company.
Transit to Ship: the order has been delivered to a logistics service provider and is on its way to the buyer.
Orders must be in the Dispatch or Transit to Ship stage within 3 business days from the order date. The cut-off time is at 11:59:59 PM local time.
Unless specified by the customer, TikTok Shop shall automatically cancel orders when any of the following scenarios take place:
Order not in the Ready to Ship status after 7 business days from the order date.
The tracking information has not been added to Seller Center.
Order not delivered to the customer after 30 calendar days from the order date.
IMPORTANT: Business days do not include Saturday, Sunday or US federal holidays.
Metric Calculation Period and Targets
All TikTok Shop sellers and suppliers are required to hit targets. If you do not, you could be banned from TTS. As a supplier, if you consistently fail to meet the metric requirements, you could be at risk of losing your Zendrop supplier privileges.
Late Dispatch Rate (LDR)
LDR is the percentage of orders that were not shipped on time during the evaluation period. Any orders canceled after the shipping deadline are also counted in the LDR.
Sellers must maintain an LDR of equal to or less than 4%.
Seller Fault Cancellation Rate (SFCR)
SFCR is the percentage of confirmed orders that were canceled due to the seller's fault before they were shipped during the evaluation period.
Sellers must maintain an SFCR of equal to or less than 2.5%.
Valid Tracking Rate (VTR)
VTR is the percentage of orders with accurate tracking numbers during the evaluation period. Sellers using "Ship by Seller" must correctly enter tracking IDs, Shipping Provider Name, and Shipping Service to ensure validity.
Sellers must maintain a VTR of equal to or greater than 95%.
Policy Compliance
Compliance with TikTok Shop policies is mandatory. TikTok Shop can review seller or creator accounts and related documents at any time. Compliance is monitored through audits, in-app reporting, and automated detection tools.
Non-Compliance
TikTok Shop decides when sellers and creators violate this policy and can take enforcement actions, including violation points. Non-compliance, including attempts to bypass or manipulate the policy, may result in penalties according to TikTok Shop's enforcement policies. Repeated violations may lead to stricter actions.
Appeals
If a seller thinks a violation or enforcement action was a mistake, they can appeal through Seller Center or the TikTok app. TikTok Shop will investigate and correct any errors. The seller must provide all necessary supporting documentation for the appeal.
Other Important Information: