Returns problem order or chat details for a selected SPS metric. Shop Performance Score (SPS) reflects a shop’s performance across key operational and service metrics on TikTok Shop. By integrating the read-only SPS APIs, ISVs can retrieve a shop’s score, tier, benefits, and metric benchmarks, diagnose performance gaps, and drill down to the products, logistics providers, aftersales types, orders, or chats associated with specific issues. This enables ISVs to embed actionable performance insights into their solutions, helping merchants identify problem areas faster and take targeted actions to improve shop performance. Available only for US-region shops. Use case guide: Click here
Authorizations
Section titled “Authorizations”Parameters
Section titled “Parameters”Path Parameters
Section titled “Path Parameters”Metric code. Possible values: NRR, NBFR, SFCR, OTDR, AHT, and IM_DSAT.
Query Parameters
Section titled “Query Parameters”Identifies the shop. Obtain it from the Get Authorized Shops API.
BCP 47 locale code used to localize response text. If omitted, the default locale is resolved from the request context.
For the first page, leave this parameter empty. For later pages, pass the opaque next_page_token returned by the previous response unchanged and use the same page_size.
The number of results to return per page. Minimum value is 1. Default value is 10. Maximum value is 50.
Responses
Section titled “Responses”Success
object
Status code; 0 means success.
Success or failure message.
Request log ID.
object
AHT problem order items.
object
Aftersales type returned by TikTok Shop aftersales classification.
Approval duration in hours.
Inspection duration in hours.
Order ID.
Return order ID.
Number of review rounds.
Total aftersales handle duration in hours.
IM_DSAT chat session items.
object
Chat duration in hours.
Chat record ID.
Masked customer name.
Customer rating from 1 to 5.
First reply time. Unix timestamp in seconds.
Customer rating reasons.
Service agent name.
Stable metric code. Possible values: NRR, NBFR, SFCR, OTDR, AHT, and IM_DSAT.
NBFR problem order items.
object
Delivery time. Unix timestamp in seconds.
Order creation time. Unix timestamp in seconds.
Order ID.
Product ID, when available.
Product name.
Return or refund reason.
SKU ID.
An opaque token used to retrieve the next page of a paginated result set. Returns an empty string when there are no more results.
NRR problem order items.
object
Delivery time. Unix timestamp in seconds.
Order creation time. Unix timestamp in seconds.
Order ID.
Product ID, when available.
Product name.
SKU ID.
User review rating from 1 to 5.
OTDR problem order items.
object
Actual deliver time. Unix timestamp in seconds.
Expected deliver time. Unix timestamp in seconds.
Order ID.
Product name.
SKU ID.
SFCR problem order items.
object
Cancellation reasons.
Order creation time. Unix timestamp in seconds.
Order ID.
Product ID, when available.
Product name.
SKU ID.
Total number of available records.
Example
{ "code": 0, "data": { "aht_problem_order_items": [ { "aftersales_type_name": "Only Return", "approve_duration_hours": "12.5", "inspect_duration_hours": "30.0", "order_id": "576461413038785752", "return_order_id": "576461413038785753", "review_count": 2, "total_handle_duration_hours": "42.5" } ], "im_dsat_chat_items": [ { "chat_duration_hours": "1.5", "chat_record_id": "745961413038785752", "customer_name": "J*** D***", "customer_rating": 2, "first_reply_time": 1761264060, "rating_reasons": [ "other" ], "service_agent": "Agent A" } ], "metric_code": "NRR", "nbfr_problem_order_items": [ { "deliver_time": 1761523200, "order_create_time": 1761264000, "order_id": "576461413038785752", "product_id": "1729592969712207010", "product_name": "Cotton T-Shirt", "return_refund_reason": "Wrong size", "sku_id": "1729592969712207013" } ], "next_page_token": "2", "nrr_problem_order_items": [ { "deliver_time": 1761523200, "order_create_time": 1761264000, "order_id": "576461413038785752", "product_id": "1729592969712207008", "product_name": "Wireless Headphones", "sku_id": "1729592969712207012", "user_review_rating": 2 } ], "otdr_problem_order_items": [ { "actual_deliver_time": 1761609600, "expect_deliver_time": 1761523200, "order_id": "576461413038785752", "product_name": "Wireless Headphones", "sku_id": "1729592969712207014" } ], "sfcr_problem_order_items": [ { "cancellation_reasons": [ "Defective item" ], "order_create_time": 1761264000, "order_id": "576461413038785752", "product_id": "1729592969712207011", "product_name": "Smart Watch", "sku_id": "1729592969712207014" } ], "total_count": 200 }, "message": "Success", "request_id": "202203070749000101890810281E8C70B7"}