How Do I Handle Customer Service When Selling on Shopify and Shopee at the Same Time?
Answer both from your Shopify catalog, in one inbox. AeroChat syncs your Shopify products and policies and uses them to answer buyers in Shopee chat and customers on your own channels. On WhatsApp, Instagram, Messenger, web chat and email it also looks up Shopify orders, changes them within your rules and takes payment in chat. Shopee orders stay in Shopee.
What sellers run into
Sellers who run a Shopify store and a Shopee shop describe two sets of everything. Two product lists, two sets of saved replies, two places to check. A buyer asks a size question on Shopee that was answered differently on Instagram last week. On campaign days the Shopee chats spike while the store’s WhatsApp keeps coming in.
The two sides also work differently. Shopee handles the order, payment and shipping for Shopee sales. Your Shopify store is yours, so you can do more in the chat.
The usual fixes and their limits
- Shopee’s chat tools plus a separate store inbox. Each works on its own. You keep two sets of replies and check two places.
- A listing tool that syncs products. It keeps the catalog in step. It doesn’t answer buyers.
- One person per side. It works until one of them is off.
How to handle it with AeroChat
Install AeroChat on Shopify and connect your Shopee shop. One workflow covers both, with a line for each side.
Buyer (Shopee chat): Hi, does the linen shirt shrink after washing? (example)
AeroChat: Hi! Our care notes say to wash it cold and line dry, and it keeps its size that way. A hot dryer can shrink linen slightly (example).
Customer (WhatsApp): Is my linen shirt order out yet? #7720, 0812 3456 7890 (example)
AeroChat: Yes, order #7720 shipped this morning (example). Here’s your tracking link.
Behind the replies: the care notes came from the Shopify product page. The order status came from Shopify after the phone number matched.
Copy this into AeroChat
Answer from our Shopify products, pages and policies on every channel.
- Shopee chat: answer product, size, care, delivery and return questions. Orders and payment stay in Shopee, so never send outside links there. Point buyers to their order page in the Shopee app for tracking.
- WhatsApp, Instagram, Messenger, web chat and email: verify the order number and email or phone, give Shopify order status and tracking, and change the address only if the order hasn’t shipped.
- When someone on our own channels wants to buy, send a payment link and confirm the order when the payment is detected.
Hand damaged items and disputes to our team with the photo and a summary. Reply in the customer’s language.
What to connect
- Shopify. Built in. AeroChat syncs products, pages and shipping rules and looks up orders.
- Shopee. Shopee sets its own approval steps for chat access, and our team takes you through them when you connect.
- Your own channels. WhatsApp, Instagram, Messenger, email and web chat.
Shopee guides: Shopee seller chat tips, answering product questions on Shopee faster, handling return requests on Shopee.
Questions
Will Shopee buyers get the same answers as my store customers?
Yes. Both come from your Shopify product details and policies.
Can AeroChat look up a Shopee order?
In Shopee chat, AeroChat answers from your product details and policies and points buyers to their order page in the Shopee app. Shopify orders are looked up in Shopify.
Do I have to add my products to AeroChat twice?
No. AeroChat syncs your Shopify catalog, and the same details answer your Shopee buyers.
Does it help on Shopee campaign days?
It answers each chat as it arrives. See preparing customer service for 12.12.
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.
Run Shopify and Shopee from one inbox
Connect your Shopify store, then your Shopee shop, and send the same product question to both.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.