Shop Performance & SPS

#Use Shop Performance to locate SPS risk

Open Shop Performance to compare TikTok Shop Performance Score (SPS) by market and Shop. Select a diagnostic metric first; the overview, market trends, and Shop diagnoses update together.

APP CAPTUREThe English light-theme Shop Performance page with SPS metrics, trend summary, and Shop diagnoses.

Available lenses include On-time Delivery Rate, Negative Review Rate, Negative Buyer Feedback Rate, Seller-fault Cancellation Rate, Average Handling Time, and Instant Messaging dissatisfaction. The average SPS tile is a current-score overview, not a historical average.

#Read the timeline correctly

The page shows recent observations fetched on demand from the TikTok API, up to the platform’s 90-day trend window. It is not a twelve-month warehouse history. Each line represents one Shop, and the Y axis scales to visible values, so compare the values and units instead of judging only by visual steepness.

Some live SPS capabilities may be limited to supported markets and Shops with the required scope. When a Shop reports Missing Permission, Reconnect, or an API error, the page does not infer a score from missing data.

#Move from overview to Shop diagnosis

A Shop card includes current SPS, tier or peer position, the selected metric’s value and score, top issues, and diagnostic summaries returned by the platform. Expand the calculation method to inspect numerator, denominator, and thresholds.

Recommended sequence:

1. Select the metric that matches the current concern.
2. Use the market trend to distinguish one-Shop risk from a shared movement.
3. Inspect the at-risk Shop’s diagnosis and calculation method.
4. Return to Shop Management to check authorization and service state.
5. Resolve the underlying issue in its operating module, such as Customer Service response or Inventory fulfillment.

Refresh retrieves current data again. Do not use repeated refreshes as a substitute for root-cause work, and do not add scores from different metrics together.