TikTok Enforces 24-Hour Response Rule for Sellers

TikTok has introduced a new policy requiring sellers on TikTok Shop to respond to direct messages within 24 hours. This change emphasizes the importance of customer service metrics, which are now critical for maintaining visibility on the platform.

If a seller's response rate falls below 90%, they will receive a warning, indicating their account is under scrutiny. A further decline below 85% results in immediate penalties, including a drop in the Account Health Rating (AHR) and reduced product visibility.

This policy aims to enhance the shopping experience for consumers, as poor customer service can lead to negative perceptions of TikTok itself. The algorithm prioritizes sellers who maintain high customer service standards, and failure to comply can severely impact sales, especially for those experiencing viral trends.

Sellers must adapt to this new enforcement to protect their revenue and ensure their products remain visible on the platform.