TikTok Shop Performance Score 2026: what the new SPS changes

The launch date changed, and Seller Center controls

TikTok Shop began the US trial for the new Shop Performance Score on September 21. The current official guide, updated on October 15, lists October 16 as the scheduled official launch date. That replaces the earlier October 15 schedule reflected in the first version of this article.

The guide still describes the trial score as preview-only before activation and says the rollout can appear to different sellers at different times. Treat the metrics below as the published model checked on October 18, then confirm the active score, weights, benefits and appeal controls inside Seller Center for your shop.

The three SPS dimensions after the update

The 0-to-5 score still combines Product Satisfaction, Logistics & Fulfillment and Customer Service. The dimension weights vary by the shop's calculation category, and TikTok compares performance with shops in the same category. The structure stays familiar, but the evidence underneath two dimensions changes materially.

A metric with no data does not automatically become zero. TikTok says its weight is redistributed proportionally across the remaining valid metrics. That makes a screenshot of one metric insufficient for reconstructing the total score; use the weights shown for your shop.

Product Satisfaction now starts with each product

Under the new method, TikTok first gives each eligible product a Product Quality Score. It uses Negative Review Rate and Non-Buyer Fault Return & Refund Rate, then combines product scores into the shop's Product Satisfaction score according to each product's share of orders. Pre-owned shops remain on the shop-level method because individual listings often have too little repeat volume.

The first 1- or 2-star review on an order counts toward Negative Review Rate; a later edit or deletion does not replace it in the calculation. The return-and-refund metric covers requests attributed to seller or logistics-partner fault. TikTok lists exclusions for issues caused by Fulfilled by TikTok and for successfully appealed orders.

Why order share changes the repair priority

Because product scores are weighted by order share, a weak high-volume SKU can have more influence than several small products. A seller should not simply fix the product with the lowest score. Start with the product that combines a weak score with a large share of delivered orders.

If Product A improves from 3.2 to 3.8 while order shares stay fixed, the shop score in this example rises by 0.36 to 4.005. Improving Product C from 4.0 to 5.0 raises it by only 0.15 to 3.795. The example does not predict how a real metric change will convert into points; conversion thresholds depend on product category, price band and peer ranking.

1. Sort the Product Satisfaction view by order share and flag products marked Poor or Needs Improvement.
2. Open affected orders and group the complaints by claim, product condition, sizing, packaging, damage and fulfilment cause.
3. Correct the listing or product problem before trying to collect more positive reviews. Review manipulation is excluded and can create enforcement risk.
4. Track the next mature 90-day cohort instead of expecting yesterday's fix to remove historical orders immediately.

Logistics now measures speed, not just on-time delivery

The preview replaces On-Time Delivery Rate with two averages. Dispatch Time measures the period from Awaiting shipment to In Transit. Transit Time measures In Transit to Delivered. Both use delivered orders from the previous 30 days, with specific treatment for TikTok-managed logistics services and exclusions for some order types.

The averages are calculated by order, not package. One order split into several packages still counts as one order; several orders combined into one package count separately. Sellers using more than one logistics service should inspect the service-level view because TikTok applies different reference handling to FBT, Collection by TikTok, Standard Delivery and Seller Shipping.

The free-shipping bonus can help SPS and hurt margin

Free Shipping Coverage can add 0.5 points to the Logistics & Fulfillment dimension, capped at 5. The default threshold is 80% of delivered orders in the last seven days. TikTok lists a 60% threshold for seven specified categories, including Collectibles, Food & Beverages and Fashion Accessories.

That is a scoring incentive, not evidence that free shipping is profitable. If the seller absorbs an $8 label on a product that previously left $10 of contribution, the offer removes 80% of contribution before considering any conversion lift. Model the cost by product and lane before using a shipping subsidy to chase a score bonus.

Benefits, campaign thresholds and appeals

TikTok's new-score guide shows benefit tiers at 2.5, 3.5, 4.0 and 4.5, including visibility, settlement, affiliate, campaign and badge benefits. The Campaign FAQ updated on October 15 says a shop needs SPS 3.5 or higher to enroll in campaigns and must maintain at least 3.0 to remain enrolled. Product eligibility and account standing still apply separately.

Preview-score appeals are not supported because the preview does not yet affect benefits. TikTok expects new-version appeals to open gradually after launch in October. Existing-version appeal functions continue to operate during the trial. Preserve order records, carrier scans, customer messages and product evidence now so a later appeal has transaction-level support.

A new-SPS verification checklist

1. Confirm that the new version is active for your shop and record the final benefit thresholds shown in Seller Center.
2. Export or record the total score, dimension weights, calculation category and every metric with a Needs Improvement label.
3. Prioritise high-order-share products with poor quality scores, then inspect the affected-order detail rather than guessing from the total score.
4. Break dispatch and transit averages down by logistics service, SKU, warehouse and lane before changing a store-wide promise.
5. Price the free-shipping bonus in contribution dollars and set a cost ceiling before expanding coverage.
6. Appeal only disputed calculations with evidence; operational fixes and appeals solve different problems.