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§1 Path: /analytics/202606/shop_performances/metrics/{metric_code}/problem_details
#§2 Method: [GET]
#§3 Function Description
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
§4 Common Parameters
For common parameters, refer to How to call TikTok Shop APIs - Common Parameters
| Properties | Location | Type | Require | Sample | Properties description |
|---|---|---|---|---|---|
| shop_cipher | query | string | Y | GCP_XF90igAAAABh00qsWgtvOiGFNqyubMt3 | Use this property to pass shop information in requesting the API. Failure in passing the correct value when requesting the API for cross-border shops will return incorrect response. |
| Get by API Get Authorization Shop | |||||
| content-type | header | string | Y | application/json | Allowed type: application/json |
§5 Request Path Parameters
| Properties | Type | Require | Sample | Properties description |
|---|---|---|---|---|
| metric_code | string | Y | NRR | Metric code. Possible values include NRR, NBFR, SFCR, OTDR, AHT, and IM_DSAT. |
§6 Request Query Parameters
| Properties | Type | Require | Sample | Properties description |
|---|---|---|---|---|
| locale | string | N | en-US | Locale code used to localize response text. If omitted, the default locale is resolved from the request context. |
| page_token | string | N | 2 | Token used to retrieve the next page of results. Leave empty for the first page. |
| page_size | int | N | 10 | The number of results to return per page. Default value is 10. Maximum value is 50. |
§7 Request Sample
Query
https://open-api.tiktokglobalshop.com/analytics/202606/shop_performances/metrics/NRR/problem_details?app_key=123abc&sign=5361235029d141222525e303d742f9e38aea052d10896d3197ab9d6233730b8c×tamp=1625484268&shop_cipher=ROW_RHkDDABBAAB8tKAVoAqsMTjsQZFLyNfY&locale=en-US&page_token=2&page_size=10
§8 Response Parameters
| Properties | Type | Sample | Properties description |
|---|---|---|---|
| code | int | 0 | The success or failure status code returned in API response. |
| message | string | Success | The success or failure messages returned in API response. Reasons of failure will be described in the message. |
| request_id | string | 202203070749000101890810281E8C70B7 | Request log |
| data | object | Specific return information | |
| ^aht_problem_order_items | []object | AHT problem order items. | |
| ^^aftersales_type_name | string | Only Return | Aftersales type returned by TikTok Shop aftersales classification. |
| ^^approve_duration_hours | string | 12.5 | Approval duration in hours. |
| ^^inspect_duration_hours | string | 30.0 | Inspection duration in hours. |
| ^^order_id | string | 576461413038785752 | Order ID. |
| ^^return_order_id | string | 576461413038785753 | Return order ID. |
| ^^review_count | int | 2 | Number of review rounds. |
| ^^total_handle_duration_hours | string | 42.5 | Total aftersales handle duration in hours. |
| ^im_dsat_chat_items | []object | IM_DSAT chat session items. | |
| ^^chat_duration_hours | string | 1.5 | Chat duration in hours. |
| ^^chat_record_id | string | 745961413038785752 | Chat record ID. |
| ^^customer_name | string | J*** D*** | Masked customer name. |
| ^^customer_rating | int | 2 | Customer rating from 1 to 5. |
| ^^first_reply_time | int | 1761264060 | First reply time. Unix timestamp in seconds. |
| ^^rating_reasons | []string | other | Customer rating reasons. |
| ^^service_agent | string | Agent A | Service agent name. |
| ^metric_code | string | NRR | Stable metric code. Possible values include NRR, NBFR, SFCR, OTDR, AHT, and IM_DSAT. |
| ^nbfr_problem_order_items | []object | NBFR problem order items. | |
| ^^deliver_time | int | 1761523200 | Delivery time. Unix timestamp in seconds. |
| ^^order_create_time | int | 1761264000 | Order creation time. Unix timestamp in seconds. |
| ^^order_id | string | 576461413038785752 | Order ID. |
| ^^product_id | string | 1729592969712207010 | Product ID, when available. |
| ^^product_name | string | Cotton T-Shirt | Product name. |
| ^^return_refund_reason | string | Wrong size | Return or refund reason. |
| ^^sku_id | string | 1729592969712207013 | SKU ID. |
| ^next_page_token | string | b2Zmc2V0PTAK | 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 | NRR problem order items. | |
| ^^deliver_time | int | 1761523200 | Delivery time. Unix timestamp in seconds. |
| ^^order_create_time | int | 1761264000 | Order creation time. Unix timestamp in seconds. |
| ^^order_id | string | 576461413038785752 | Order ID. |
| ^^product_id | string | 1729592969712207008 | Product ID, when available. |
| ^^product_name | string | Wireless Headphones | Product name. |
| ^^sku_id | string | 1729592969712207012 | SKU ID. |
| ^^user_review_rating | int | 2 | User review rating from 1 to 5. |
| ^otdr_problem_order_items | []object | OTDR problem order items. | |
| ^^actual_deliver_time | int | 1761609600 | Actual deliver time. Unix timestamp in seconds. |
| ^^expect_deliver_time | int | 1761523200 | Expected deliver time. Unix timestamp in seconds. |
| ^^order_id | string | 576461413038785752 | Order ID. |
| ^^product_name | string | Wireless Headphones | Product name. |
| ^^sku_id | string | 1729592969712207014 | SKU ID. |
| ^sfcr_problem_order_items | []object | SFCR problem order items. | |
| ^^cancellation_reasons | []string | Defective item | Cancellation reasons. |
| ^^order_create_time | int | 1761264000 | Order creation time. Unix timestamp in seconds. |
| ^^order_id | string | 576461413038785752 | Order ID. |
| ^^product_id | string | 1729592969712207011 | Product ID, when available. |
| ^^product_name | string | Smart Watch | Product name. |
| ^^sku_id | string | 1729592969712207014 | SKU ID. |
| ^total_count | int | 200 | Total number of available records. |
§9 Response Sample
{"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":"b2Zmc2V0PTAK","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"}
§10 Error Code
For common error codes, refer to How to call TikTok Shop APIs - Common Error Code
| Code | Message |
|---|