TikTok Shop Now Allows SPS Appeals for Many Metrics

You can now appeal Product Satisfaction, Customer Service, and Seller Fault Cancellation Rate scores. Dispatch and Transit Time appeals open in batches from 10/19/2026. Check your SPS metrics and file an appeal if an order looks wrong.

What changed

• Product Satisfaction and Customer Service metrics now have a live appeal option as of 10/16.
• Seller Fault Cancellation Rate (SFCR) also has live appeals since 10/16.
• Dispatch Time and Transit Time appeals are not open yet. They will roll out in waves beginning 10/19, with full access by the end of October.
• TikTok lists specific appeal reasons for each metric, like buyer errors, system issues, or weather for logistics.

Who it affects

Any US TikTok Shop seller with a Shop Performance Score who thinks a metric is wrong. Sellers who need to appeal Dispatch Time or Transit Time have to wait a bit longer.

What I would do this week

• Check your SPS metrics in Seller Center and look for scores that seem incorrect.
• File appeals right away for Product Satisfaction, Customer Service, or SFCR if you have proof.
• For Dispatch Time or Transit Time, gather evidence now and set a reminder for 10/19.
• Read the allowed appeal reasons before you submit to match your evidence.

My honest take: This appeal rollout is useful but uneven. Most sellers can start fixing bad scores now. The wait for logistics appeals is a small delay. Just be ready to act when your appeal entry appears.