TikTok Shop enforces seller performance standards through three core SLA metrics. Falling below thresholds can result in reduced visibility, restricted promotions, or account suspension.
Late Shipment Rate (LSR)
The percentage of orders not shipped within the required handling time.
LSR = (Late Shipped Orders ÷ Total Orders) × 100
Threshold: Keep below 4% to maintain good standing.
Handling time is typically 1–2 business days depending on your shop settings. The clock starts when the order is placed and stops when a valid tracking number is uploaded.
Pre-orders and orders placed during declared holidays are excluded from LSR calculation.
Cancellation Rate (CR)
The percentage of orders cancelled by the seller before shipment.
CR = (Seller-Cancelled Orders ÷ Total Orders) × 100
Threshold: Keep below 2.5%.
Buyer-initiated cancellations do not count against your CR. Only cancellations you initiate (out of stock, unable to fulfill) are included.
Response Rate
The percentage of buyer messages responded to within 12 hours.
Threshold: Maintain above 80%.
AxonRow monitors this metric but does not manage messages directly. Use TikTok Seller Center for message management.
How AxonRow Tracks SLA
AxonRow syncs order status every 15 minutes and calculates your rolling 30-day SLA metrics. The SLA dashboard shows:
- Current metric values vs. thresholds
- Trend over the past 30 days
- Orders contributing to each metric (drill-down)
Set up SLA alerts in Settings → Notifications to get warned before you breach a threshold, not after.
Metric Windows
TikTok evaluates SLA on a rolling 30-day window. AxonRow matches this window so the numbers you see align with what TikTok reports in Seller Center.