How Do I Improve My Shopee Chat Response Rate?
Reply to every Shopee chat within 12 hours with a real answer, not an Auto-Reply, and clear the “Due Soon” chats first. Shopee’s Chat Response Rate counts the chats you answer within 12 hours over the last 30 days. Auto-Replies and Chat Broadcasts do not count. AeroChat reads every new message in Shopee chat and sends an actual answer in seconds, from your product details and policies, so buyers are not left waiting overnight.
How Shopee calculates your Chat Response Rate
As of November 2026, Shopee’s Seller Education Hub (Singapore, page dated 1 September 2026) explains the metric this way:
- The 12-hour rule. A reply counts only if you send it within 12 hours of the buyer’s message. A later reply does not count and lowers your rate.
- The window. It uses messages from the last 30 days and refreshes daily.
- Several messages in a row. If a buyer sends several messages before you reply, the 12 hours start from the last one.
- What counts. Manually sent text messages, Message Shortcuts and stickers count if sent within 12 hours.
- What does not count. Auto-Replies and Chat Broadcast messages, even if sent within 12 hours. Messages that arrive while you are on Vacation Mode do not affect the rate. With fewer than two conversations in 30 days, Shopee shows “Insufficient Data”.
- Related metrics. First Response Time is the average time to your first reply. Average Response Time covers all messages. Buyers can see your Chat Response Rate and First Response Time on your shop profile.
What a low rate costs you
The same Shopee page lists penalties by rate, as of November 2026:
| Chat Response Rate | What happens |
|---|---|
| Below 40% | You cannot join Shopee Flash Deals. |
| Below 75% | Shopee Mall sellers lose access to the Chat Broadcast tool. |
| At least 85% | One of the requirements to become a Preferred Seller. |
Source: Shopee Seller Education Hub, Singapore, “About Customer Service”, dated 1 September 2026. Thresholds can differ by market.
The usual fixes and their limits
- Use the Due Soon filter. Shopee flags chats left unreplied for more than 9 hours. It helps you rescue chats before they count against you. Someone still has to be there to reply.
- Message Shortcuts. They count as replies and save typing. They still need a person to send them.
- FAQ cards. They answer common questions when a buyer opens the chat. Shopee says FAQs are not counted in your rate.
- Reply reminders and phone notifications. They work until the night shift, the weekend or a campaign day.
- Vacation Mode. It protects the rate while you are away and stops orders at the same time.
How to handle it in chat with AeroChat
AeroChat reads each new buyer message in Shopee chat and replies in the same conversation, usually within seconds, with an answer from your product details, size charts, stock sheet and policies. It answers the question itself, not “we will get back to you”. Messages that need your team are handed over with the order number and photos, and your team replies from the AeroChat inbox.
Buyer (11:48 pm): Hi, is the 20L backpack waterproof? Going hiking this weekend.
AeroChat (11:48 pm): Hi! The 20L backpack is water resistant with a coated base, and it comes with a rain cover for heavy rain (example). Black and grey are in stock and ship tomorrow.
Buyer: Ok ordering now, thanks!
Copy this into AeroChat
Answer every buyer message in Shopee chat straight away, any time of day.
- Answer product, size, stock and delivery questions from our product details and Stock Sheet (example).
- If a buyer sends several messages, read them all and reply once to everything they asked.
- If you cannot answer from our information, tell the buyer our team will reply by 10 am (example), and hand the chat to our team.
- For damaged, wrong or missing items, ask for the order number and a photo, then hand the chat to our team.
Always reply with a real answer, never a generic holding message. Never promise refunds or delivery dates. Reply in the buyer’s language.
Change the handover time to your team’s opening hours before you paste it.
What to connect
- Your Shopee shop. Connect it from the AeroChat dashboard. Shopee sets its own approval steps for chat access, and our team takes you through them. See Shopee in AeroChat.
- Your product knowledge and stock. Listings, size charts, policies, and a Google Sheet or store system for stock.
Questions
Do AeroChat replies count toward my Chat Response Rate?
Shopee’s page names manually sent text messages, Message Shortcuts and stickers as counting, and Auto-Replies and Chat Broadcasts as not counting. It does not say how replies from connected chat software are counted. AeroChat sends a full text answer in the conversation, not an Auto-Reply. Check your rate under Account Health in the first week after you connect.
Where do I see my Chat Response Rate?
On the Account Health page in Seller Center or the Seller app. Chat Performance data is also under Chat Management.
What else does Shopee measure in chat?
Chat Satisfaction and your Shop Rating sit in the same Customer Service section. See Shopee chat performance explained and Preferred Seller and chat performance.
Why does response time matter for sales?
Buyers compare shops and order from the one that answers. See chat response time and sales.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Stop losing chats to the 12-hour clock
Connect your Shopee shop, add your product details, paste the recipe, and message your shop at midnight to test it.
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On Shopify? Install AeroChat from the Shopify App Store.