Tips to Improve Customer Reviews
Nguồn chính thức · TikTok Shop · Kinh nghiệm thực chiến
Cập nhật: 21/08/2025
Tình huống
TikTok Shop sellers in Vietnam seeking to improve their customer reviews and shop health metrics. The content addresses sellers who need guidance on managing customer feedback effectively to maintain good account health and store ratings.
Insight
Customer reviews (ratings and reviews) are critical for TikTok Shop sellers because they directly impact shop health, Store Rating, and account health rating. TikTok Shop has introduced Account Health Rating in two phases with a preview period. The platform tracks multiple seller performance metrics including Vi phạm Points for policy breaches, Seller-Fault Cancellation Rate (SFCR) which measures percentage of cancellations caused by seller, Order Volume Limit (OVL) that restricts total orders sellers can receive, and After-sales Handling Time (new metric introduced from May 2026). Poor customer reviews can lead to violation points, Xử phạt actions, and reduced visibility. The platform also monitors unfair behavior and terms of sale to maintain trustworthy shopping environment. Store Rating is calculated based on multiple factors including customer feedback, and maintaining good rating is essential for TikTok Shop success.
Hành động
Click on the provided link to view the ‘Guide to Negative Customer Feedback on TikTok Shop’ for detailed guidance. Sellers should proactively manage customer reviews by: understanding the Customer Reviews Policy; maintaining low Seller-Fault Cancellation Rate; avoiding Vi phạm points by complying with platform policies; keeping after-sales handling time within acceptable limits; preventing Order Volume Limit restrictions by maintaining good performance; ensuring fair behavior and transparent terms of sale; and regularly checking Account Health Rating to monitor overall shop performance.
Điều kiện áp dụng
Applies to Vietnam market only. Some metrics like After-sales Handling Time are effective from May 2026. Account Health Rating was being introduced in phases with preview period at time of publication.
Liên kết
- Nền tảng: TikTok Shop
- Funnel: Retention (Giữ chân)
- Nguồn: https://seller-vn.tiktok.com/university/essay?knowledge_id=89407391762177
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