Scale House Agency — TikTok Shop Management SOPs
Read this entire document before starting any work. These four core rules apply to everything you do:
Never Assume
Confirm with your manager before making changes.
Document Everything
Keep records of all actions taken.
Communicate Proactively
Report issues immediately.
Client-First Mindset
Protect client revenue and reputation at all times.
Day 1: Initial Shop Audit (Complete Within 24 Hours)
1. Confirm Shipping Model
Go to Seller Center > Shipping Settings and identify the client's fulfillment model. Post in client Slack within 2 hours: shop access confirmed, shipping model identified, any setup needed, and audit ETA.
2. Product Listing Audit
Go to Seller Center > Products > Product List and check every listing. Post in client channel: total products, quality breakdown, issues found, and action plan with dates.
Listing Quality Score
Target "Good" or "Excellent." Fix anything lower immediately.
Images
Minimum 5. First image on white/neutral background, no text overlay. 1080×1080px minimum.
Title Format
[Brand] [Product] - [Key Benefit] - [Specs]. 60–100 characters.
Bullet Points
3–5 bullets. Focus on benefits, not features.
Description
200–500 words. Cover what it is, who it's for, how to use, and key benefits.
Inventory & Compliance
Alert client if under 20 units. No prohibited claims (medical, "cure," extreme weight loss).
3. Flash Sale Setup

There must always be an active flash sale running. No exceptions. Flash sales create urgency, increase conversion 20–40%, and the algorithm favors promoted products.
Client Allows Discounts
Ask what percentage (recommend 20–30%), which products, and any exclusions. Set up in Seller Center > Marketing > Flash Sale. Duration: 3 days, then rotate.
Client Does Not Allow Discounts
Raise the list price, then apply a discount back to the target selling price. Example: Target price $50 → raise list to $70 → apply 29% flash sale = $49.70. Confirm target price with client first.
Rotate every 3 days. Set a calendar reminder 2 days before each sale ends. Post rotation updates in the client channel.
4. Shipping Settings Verification
Confirm with client: Is shipping free? Is there a free shipping threshold? What shipping speed can they meet (standard 5–7 days, expedited 2–3 days)? Which regions do they ship to? Configure in Seller Center > Shipping Settings. Place a test order to verify checkout displays correctly.
5. Ads and Business Center Verification
Before running any ads, confirm admin access to TikTok Ads Manager and verify the TikTok Shop is connected to Business Center (business.tiktok.com > Assets > TikTok Shop). Test the shop-to-ads link by creating a campaign with Product Sales objective — if you cannot select client products from the catalog, the link is broken. Fix via Ads Manager > Assets > Catalogs > Create Catalog > TikTok Shop Catalog. Post in client channel: ads access status, Business Center connection, catalog sync status, and any issues resolved.
6. Campaign Enrollment
Go to Seller Center > Marketing > Campaigns. Enroll products in all available campaigns: shop-wide promotions, flash sale campaigns, category campaigns, and new seller programs (if shop is under 90 days old). Check every Monday for new campaign opportunities.
7. CRM Setup
Most new shops (under 30 days or under 100 orders) are not eligible. Check in Seller Center > Marketing > CRM.
If Eligible — Automated Messages
  • Abandoned cart recovery (1 hour after abandonment)
  • Post-purchase thank you (immediately)
  • Review request (7–10 days after delivery)
If Not Eligible — Manual CRM
  • Send 2–3 messages per week (new products, flash sale alerts, restock notifications)
  • Never send more than 3 messages per week
  • Never send between 10pm and 8am
8. Growth Opportunities
Go to Seller Center > Growth > Growth Opportunities. Check daily. Accept all relevant programs: new seller boost, GMV milestones, creator activation bonuses, and content generation incentives. Track progress and claim rewards.
Daily Management Tasks (No Exceptions)
SPS Monitoring
Check Shop Performance Score first thing every morning. Target: 4.5 or above. SPS measures customer service response time, fulfillment speed, order defect rate, policy compliance, and review ratings.

If SPS drops below 4.5: Immediately identify the issue (Seller Center > Shop Health > SPS Breakdown), report to your manager with an action plan, and take corrective action. Recovery takes 7–14 days. Consequences include affiliate eligibility suspension, lower search ranking, campaign exclusion, and account suspension risk.
Customer Service
Check Messages Every 2–3 Hours
During business hours (9am–9pm EST). Response target: under 2 hours. Issue resolution target: under 24 hours. Keep responses professional, friendly, and personalized — never generic copy-paste.
Returns & Defective Products
Approve returns within 12 hours. For defective products, offer a full refund or replacement immediately. Process refunds within 24 hours.
Escalate Immediately If:
Customer threatens legal action, is extremely abusive, issue involves product safety, refund exceeds $200, or you are unsure how to resolve.
Order Fulfillment
Check orders 2–3 times per day. For TikTok Shipping and Seller Shipping: purchase labels within 24 hours and upload tracking immediately. For FBT: monitor inventory daily and alert client if any product drops below 20 units. If any order is approaching the late shipment deadline, alert the client immediately.
Returns and Refunds
Check daily. Approve returns within 12 hours. Process refunds within 24 hours. If the order has not shipped, approve refund requests immediately. Target return rate: under 5%. If it exceeds 10%, investigate the root cause and report to the client.
Flash Sale Rotation
Every 3 days, end the current flash sale and activate the next one immediately. No gaps. Post the rotation update in the client channel. Track which products perform best and adjust rotation accordingly.
Affiliate Monitoring
Check daily in Seller Center > Affiliate > Performance. Monitor new creator videos, sample requests, and top performers. Review and approve or deny sample requests using the vetting criteria below. Flag creators who received samples but have not posted within 14 days.
Affiliate & Sample Approval
✅ Approve If ALL Are True
  • 10,000+ followers (sweet spot: 50K–500K)
  • Engagement rate 2%+ (check last 10 videos: likes + comments ÷ views)
  • Clear, well-lit videos with good audio
  • Content niche matches the product audience
  • No controversial or inappropriate content
  • No obvious bot followers
❌ Deny If ANY Are True
  • Under 10K followers
  • Engagement below 2%
  • Poor content quality
  • Irrelevant niche
  • History of not posting after receiving samples
Track all samples in a spreadsheet: creator name, date sent, expected post date, content delivered. Alert your manager when approaching the monthly sample limit.
Creator Outreach
Use Reacher for automated outreach. Never send outreach messages without manager approval. Draft a personalized message referencing the creator's specific content. Post it in internal Slack for approval. Once approved, load into Reacher and set the daily limit (typically 200–500/day). Respond to interested creators within 2 hours.
For Open Collaboration: Set up in Seller Center > Affiliate > Open Collaboration. Select products, set commission rate (confirm percentage with client), set monthly sample limit, and activate.
Reporting & Communication
1
Daily Update
Every day by 10am EST. Post in client Slack: SPS score, order count, pending orders, messages received and response status, active flash sale and days remaining, new affiliate activity, issues, actions taken, and next steps.
2
Weekly Report
Every Monday. Post in client Slack: GMV, order count, average order value, week-over-week change, active creators, videos posted, top performer, samples sent vs. content delivered, SPS, listing quality, return rate, active campaigns, issues resolved, wins, and next week priorities.
3
Monthly Review
Deep performance review, identify optimizations, review sample budget, and share wins with client.
Escalation Protocol
Things You Must Never Do Without Approval
Pricing Changes
Change product pricing (except rotating pre-approved flash sales)
Commission Rates
Change affiliate commission rates
Large Refunds
Process refunds over $200
Shipping Settings
Change any shipping configuration
Mass CRM Messages
Send bulk CRM messages without approval
Client Information
Share any client data with anyone outside the team
Quick Reference: Task Frequency

If you are unsure about anything, ask your manager. Do not guess.