Seller-Fault Cancellation Rate (SFCR)
Nguồn chính thức · TikTok Shop · Thông tin chính thức
Cập nhật: 29/06/2025
Tình huống
TikTok Shop sellers in Vietnam need to monitor and maintain their Seller-Fault Cancellation Rate (SFCR) to avoid Xử phạt actions including Order Volume Limits (OVL) and Vi phạm Points. The metric applies to all sellers on TikTok Shop Vietnam platform.
Insight
The Seller-Fault Cancellation Rate (SFCR) is the percentage of all orders over a 7-calendar-day period that are cancelled by the seller or due to the seller’s fault. The SFCR includes two categories: (1) seller-initiated cancellations due to seller fault such as no stock or wrong Pricing, and (2) auto-cancellations due to seller failure to prepare or hand over parcels to logistics providers within TikTok Shop’s auto-cancellation Service Level Agreement (SLA). The target SFCR is less than 2.5%. Calculation example: with 100 orders placed, 20 cancelled due to seller fault, and 5 automatically cancelled, the SFCR equals 25%. Sellers can find their SFCR in the Shop Health section of the Seller Center. Xử phạt actions escalate based on SFCR thresholds: SFCR ≥10% but <30% results in OVL restricting sales to 90% of average daily order volume; SFCR ≥30% but <50% restricts to 70%; SFCR ≥50% restricts to 50%. Vi phạm Points are also assessed: SFCR ≥10% earns 2 Violation Points; SFCR ≥10% with ≥30 seller-fault cancelled orders earns 4 Violation Points. Repeated offenses result in more significant penalties. Sellers can Kháng cáo enforcement actions via Seller Center following Seller Appeal Guidelines. The policy references the TikTok Shop Seller Performance Evaluation Policy, Violation Reasons Points & Enforcement Actions for Sellers article, and Seller Terms of Service.
Hành động
Maintain SFCR below 2.5% by ensuring adequate stock levels, correct Pricing, and timely handover of parcels to logistics providers within the auto-cancellation SLA. Monitor SFCR regularly in the Shop Health section of Seller Center. If Xử phạt action is taken, Reviews whether it was in error and file an Kháng cáo through Seller Center following the Seller Appeal Guidelines. Review the TikTok Shop Seller Performance Evaluation Policy, Vi phạm Reasons Points & Enforcement Actions for Sellers, and Seller Terms of Service for complete understanding of consequences.
Kết quả
Sellers who fail to meet SFCR targets face Order Volume Limits (OVL) capping daily sales at 90%, 70%, or 50% of average daily order volume depending on severity, plus Vi phạm Points (2 or 4 points) that accumulate toward account penalties. Repeated offenses trigger progressively more significant penalties.
Điều kiện áp dụng
Applies to TikTok Shop Vietnam sellers only. Xử phạt thresholds and OVL percentages are fixed regardless of seller size. Auto-cancellation SLA timelines for logistics handover are determined by platform policy.
Liên kết
- Nền tảng: TikTok Shop
- Funnel: Completion (Hoàn tất đơn)
- Nguồn: https://seller-vn.tiktok.com/university/essay?knowledge_id=6988439669442305
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