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 monitor and maintain low Negative Reviews Rates (NRR) as part of Shop Health metrics. The policy defines seller-related negative reviews (1-2 stars) and sets specific targets that sellers must achieve to avoid Xử phạt actions.
Insight
Negative Reviews on TikTok Shop Vietnam are defined as ratings of 1-2 stars on the product rating system (5-star scale with optional written comments). Seller-related Negative Reviews exclude logistics/delivery issues and are categorized into two types: (1) Product-related Negative Reviews - concerning product quality and function; and (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 tracked over the last 30 calendar days: Seller-related NRR (percentage of both product and service-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 metrics must be less than 0.5%. Sellers can view targets at: Seller Center → Data Compass → Service → Negative Reviews Performance Page; Seller-related NRR and Service-related NRR at Seller Center → Shop Health; Product-related NRR at Seller Center → Product → Product Ratings. Non-compliance may result in Xử phạt actions based on customer feedback evaluation through Returns & Refund Reasons and Customer Complaints. Repeated offenses incur more significant penalties. Sellers can Kháng cáo via Seller Center following Seller Appeal Guidelines.
Hành động
Maintain Seller-related NRR below 0.5%, Service-related NRR below 0.5%, and Product-related NRR below 0.5% over any 30-calendar-day period. Monitor performance regularly through: (1) Seller Center → Data Compass → Service → Negative Reviews Performance Page for all targets; (2) Seller Center → Shop Health for Seller-related and Service-related NRR; (3) Seller Center → Product → Product Ratings for Product-related NRR. Focus on preventing product quality/function issues and service problems (missing/incorrect items, poor customer service responses). Address customer complaints promptly through after-sales inquiries. If Xử phạt action is believed to be in error, submit Kháng cáo via Seller Center following the Seller Appeal Guidelines. Review the TikTok Shop Negative Customer Feedback Enforcement Guidelines for detailed penalty information.
Kết quả
Sellers who meet targets avoid Xử phạt actions. Sellers who violate guidelines face account enforcement actions that escalate with repeated offenses, with severity determined by type of customer feedback (returns/refund reasons, complaints).
Điều kiện áp dụng
Applies to Vietnam market only. Targets assessed over rolling 30 calendar days. Seller-related negative reviews exclude logistics/delivery issues.
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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