SLA Point Removal Success

During the peak Q4 scaling period, a leading UK fashion brand was hit with 12 consecutive violation points for **Late Dispatch Rate (LDR)**. The brand’s reach was suppressed by 40% overnight, as the algorithm flagged them as a logistics risk.

1. The Algorithmic Failure Point

Our audit revealed that the merchant’s 3PL (Third Party Logistics) facility had processed all 500+ orders within the 48-hour SLA window. However, the first carrier scan by Royal Mail occurred 12 hours late due to a regional hub strike. The TikTok algorithm, unable to distinguish between "Merchant Delay" and "Carrier Delay," issued automated points across every un-scanned parcel.

2. The Remediation Strategy

Instead of a standard "excuse-based" support ticket, we built a **Logistics Evidence Architecture**. Our specialists extracted:

• Origin Scan Manifests: Carrier-signed documents proving the parcels were physically in the carrier's possession before the SLA expired.
• API JSON Logs: Proving the 3PL's WMS (Warehouse Management System) successfully pinged the TikTok API within 24 hours.
• External Hub Advisories: Formal proof of regional carrier delays to satisfy the "Contextual Mitigation" clause in ByteDance policy.

3. Conclusion & Final Outcome

Within 48 hours of submission, the manual TikTok moderation team retracted all 12 points. The brand’s Account Health was restored to "Healthy," and FYP reach returned to baseline levels immediately. This case highlights that **SLA points are technically remediable** when proven with logistics data.