Negative Review Rates (NRR)
Nguồn chính thức · TikTok Shop · Thông tin chính thức
Cập nhật: 29/06/2025
Tình huống
TikTok Shop Vietnam sellers need to understand and comply with Negative Reviews Rates (NRR) metrics to avoid Xử phạt actions. The policy applies to all sellers on TikTok Shop Vietnam platform.
Insight
Negative Reviews are defined as ratings of 1-2 stars on the 5-star product rating system with optional written comments. Seller-related Negative Reviews are categorized into two types and exclude logistics/delivery issues: (1) Product-related Negative Reviews: concerning product quality and function; (2) Service-related Negative Reviews: concerning service towards the customer, including complaints about missing or incorrect items, inadequate/unsatisfactory customer service responses, and similar issues. Three metrics are evaluated over the last 30 calendar days: Seller-related NRR (percentage of all seller-related negative reviews out of all delivered orders), Product-related NRR (percentage of product-related negative reviews out of all delivered orders), and Service-related NRR (percentage of service-related negative reviews out of all delivered orders). All three NRR targets must be less than 0.5%. Performance can be tracked in three locations: (1) Seller Center → Data Compass → Service → Negative Reviews Performance Page (all targets); (2) Seller Center → Shop Health (Seller-related NRR and Service-related NRR); (3) Seller Center → Product → Product Ratings (Product-related NRR). Non-compliance may result in Xử phạt actions with repeated offenses leading to more significant penalties. Customer feedback evaluation considers Returns & Refund Reasons (customers provide reasons and additional feedback when requesting returns/refunds) and Customer Complaints (after-sales inquiries with sellers or complaints with TikTok Shop about orders, shopping experience, seller services or product quality). Sellers can Kháng cáo enforcement actions via Seller Center following Seller Appeal Guidelines.
Hành động
Maintain Seller-related NRR, Service-related NRR, and Product-related NRR all below 0.5% over any 30-calendar-day period. Monitor performance regularly in Seller Center → Data Compass → Service → Negative Reviews Performance Page. For quick checks, use Seller Center → Shop Health for Seller-related and Service-related NRR, and Seller Center → Product → Product Ratings for Product-related NRR. If Xử phạt action is taken, submit an Kháng cáo through Seller Center following the Seller Appeal Guidelines. Review the TikTok Shop Negative Customer Feedback Enforcement Guidelines for detailed penalty information. Read the Vi phạm Reasons, Points & Enforcement Actions for Sellers article and Seller Terms of Service to understand potential consequences.
Kết quả
Sellers who meet the <0.5% NRR targets avoid Xử phạt actions; those who violate face penalties escalating with repeated offenses.
Điều kiện áp dụng
Applies to TikTok Shop Vietnam only. Excludes negative reviews due to logistics or delivery issues. Metrics calculated over rolling 30-calendar-day periods based on delivered orders.
Liên kết
- Nền tảng: TikTok Shop
- Funnel: Retention (Giữ chân)
- Nguồn: https://seller-vn.tiktok.com/university/essay?knowledge_id=89407390992129
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