Shop Update! Working Days will soon be used to Calculate Seller SLA and Shop Fulfilment Metrics.

Dear seller,  From 19 December 2022, TikTok Shop's fulfilment Service Level Agreement ("SLA") and selected shop metrics will be calculated using working days instead of calendar days.  - At TikTok Shop, we always seek to improve our sellers' platform experience. As such, from 19 December 2022, TikTok Shop's fulfilment SLA and selected shop metrics will be calculated based on working days instead of calendar days.  - TikTok Shop defines a "Working Day" as any day from Monday to Saturday. Sunday and national public holidays are considered non-working days.   Why are these changes being introduced?  - TikTok Shop seeks to give sellers more time to process orders received during weekends or public holidays. We also aim to simplify the fulfilment process so that it is easier for sellers to maintain their shops' performance metrics.  - Strong shop and fulfilment performance allows sellers to enjoy additional benefits on our platform, such as campaign enrollment, voucher subsidies, and increased traffic.   What is going to happen? How will it be implemented?   - The change in fulfilment performance calculation from working days to calendar days will affect the following SLAs and shop metrics: Important notes:  -The current Seller-fault Cancellation Rate (SFCR) will be calculated based on orders cancelled due to seller's fault over a period of seven (7) calendar days.  -The Shop Experience Score (SES) will be updated based on "working day" fulfilment metrics from the end of January 2023. What do I need to do?   - In preparation for this change, from 5 December 2022 onwards, sellers will be able to view their new "working day" SFCR, LDR fulfilment metrics under the "Manage Orders" tab of the Seller Center.

- Sellers are strongly encouraged to click here to learn more about how the "Working Day" fulfilment SLA works and take note of the new conditions for platform order auto-cancellation.   What are impacted policies?  - The following policies will be updated to working day metrics from 19 December 2022:

We appreciate your understanding and kindly seek your cooperation.  Best regards, TikTok Shop