How Do I Run Customer Service as a TikTok Shop Seller?
Answer buyers in TikTok Shop chat quickly and from your own product details, follow TikTok Shop’s process for orders and returns, and cover the hours you can’t be there. AeroChat answers TikTok Shop buyer chat about products, shades, sizes, bundles, delivery and returns, in the buyer’s language. It hands wrong items, damaged parcels and disputes to your team.
What TikTok Shop buyers ask
- Before buying: is this the one in the video, which shade or size, what’s in the set, is it in stock.
- After buying: when will it ship, where is my parcel, how do I return it.
- When something goes wrong: wrong item, damaged parcel, missing piece.
Before-buying questions decide the sale, and they arrive while the buyer is still watching. After-buying questions follow TikTok Shop’s own order and return process. Problems need a person.
The usual fixes and their limits
- Seller Center chat and quick replies. Fine at low volume. Falls behind during LIVEs and campaigns.
- A chat team during LIVEs. Covers the peak. Costs staff hours and still misses the night.
- Agencies running the shop. Some handle chat too. You lose some control over how buyers are answered.
TikTok Shop sets its own customer service rules and measures for each market. Marketplaces set their own chat rules per market and change them from time to time. We don’t repeat the figures here. Check the current ones in your Seller Center.
How to handle it with AeroChat
Train AeroChat on your listings, shade lists, size charts and policies. Connect TikTok Shop. AeroChat answers before-buying questions straight away, explains your delivery and return policy after buying, and passes problems to your team with the photo attached. If you also sell on your own store, the same details answer your WhatsApp, Instagram and web chat customers. See selling on Shopify and TikTok Shop at the same time.
Buyer (TikTok Shop buyer chat): I got the wrong color. I ordered navy and got black. (example)
AeroChat: I’m sorry about that. Could you send a photo of the item and the label on the bag? I’ll pass it to our team straight away so they can sort out the exchange with you.
Buyer: [photo]
AeroChat: Thank you. Our team has your photo and order details and will reply here during business hours, from 9am (example).
Behind the reply: a wrong item is outside AeroChat’s rules, so it collected the photo and handed the chat to your team.
Copy this into AeroChat
Answer buyers in TikTok Shop buyer chat from our product details and policies.
- Before buying: name the product and variant from a video or LIVE description, answer shade, size and set questions, and check stock in our Stock Sheet.
- After buying: give our packing time, point to the order in the TikTok app for tracking, and explain our return conditions in our own wording.
- Wrong item, damaged parcel or missing piece: apologize, ask for a photo of the item and label, and hand the chat to our team with a summary.
- Keep the conversation in TikTok Shop chat. Never send outside links.
Reply in the buyer’s language.
What to connect
- TikTok Shop. Buyer chat. Our team takes you through TikTok Shop’s approval steps when you connect.
- Your product details and stock. Listings, shade lists, size charts and a Google Sheet, or a synced Shopify catalog.
More for TikTok Shop sellers: how to sell on TikTok Shop, handling returns on TikTok Shop, TikTok Shop quick replies, TikTok Shop response time, chatbots for TikTok Shop sellers.
Questions
Can AeroChat process a TikTok Shop return?
Returns follow TikTok Shop’s own process. AeroChat explains your return conditions and hands the case to your team.
Which TikTok messages does AeroChat answer?
AeroChat answers TikTok Shop buyer chat, the messages buyers send your shop.
Does it work for TikTok Shop in several countries?
It replies in the buyer’s language. Message us in the chat on this page with your markets and we’ll tell you how they connect.
Can my team take over a chat?
Yes. Every TikTok Shop conversation is in the AeroChat inbox, and your team can take over at any time.
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.
Answer TikTok Shop buyers while they’re still watching
Connect TikTok Shop, train AeroChat on your listings and send it the questions from your last LIVE.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.