Shopee away message templates

A good Shopee away message says when you’ll reply and answers the common question now, without any outside links or contact details. Keep in mind that Shopee leaves its own auto-replies out of the chat response rate, so the buyer still needs a real reply within 12 hours. Below are 10 templates to copy. AeroChat answers the buyer’s actual question at any hour, so the away message is only a fallback.

Shopee rules to know before you send

Replies count within 12 hours. Shopee’s chat response rate counts replies sent within 12 hours of the buyer’s latest message, over the last 30 days.
Auto-replies and broadcasts don’t count. Shopee leaves its own auto-replies and chat broadcasts out of the response rate. Messages you type and Message Shortcuts count.
Keep the buyer on Shopee. Shopee treats directing a buyer to continue outside Shopee as a chat violation. That includes external links, phone numbers, social media accounts and payment outside Shopee, and its chat blocks messages with contact or bank details. A link to a Shopee page is fine. None of the templates below use outside links.
Thresholds for the response rate differ by market and seller program. Check your Account Health page. See how to improve your Shopee chat response rate.

Shopee rules from the Shopee Seller Education Hub, checked 11 November 2026: Understanding Chat Response and Chat violations. Rules and thresholds differ by market, so check the Shopee seller site for yours.

10 Shopee away message templates to copy

Replace the words in double curly brackets with your own details. Leave out phone numbers, social accounts and outside links. Shopee blocks them.

1. Simple after-hours reply

When to use it: every evening.

Hi {{buyer_name}}, thanks for your message! Our team is offline now and back at {{reopen_time}}. We'll reply here in Shopee chat.

2. After hours, with dispatch time

When to use it: when buyers ask when orders ship.

Hi {{buyer_name}}, we're offline until {{reopen_time}}. Orders placed now are packed and handed to the courier on {{dispatch_day}}. We'll answer anything else when we're back.

3. After hours, size help

When to use it: for fashion and shoe shops.

Hi {{buyer_name}}, our team is back at {{reopen_time}}. For size help, send your height and weight (or foot length) and the product name, and we'll reply with the right size.

4. Weekend

When to use it: Saturday and Sunday.

Hi {{buyer_name}}, we're away for the weekend and back on {{reopen_day}}. Orders placed over the weekend ship on {{dispatch_day}}.

5. Public holiday

When to use it: a day the team is off.

Hi {{buyer_name}}, we're closed for {{holiday_name}} and back on {{reopen_day}}. Orders placed today ship on {{dispatch_day}}.

6. Campaign day rush

When to use it: on a big sale day such as 11.11 or 12.12.

Hi {{buyer_name}}, thanks for shopping our {{campaign_name}} sale! Chats are busy today, so replies may take a little longer. Vouchers and sale prices are shown on each listing.

7. Order question after hours

When to use it: when buyers ask about an existing order.

Hi {{buyer_name}}, we're offline until {{reopen_time}}. You can follow your parcel any time under My Purchases in the Shopee app. We'll reply to your message when we're back.

8. Return or damaged item

When to use it: when a buyer reports a problem after hours.

Hi {{buyer_name}}, sorry to hear that. Our team is back at {{reopen_time}}. Please send a photo of the item and the label, and we'll sort it out first thing.

9. Shop on leave

When to use it: a longer break.

Hi {{buyer_name}}, our shop is on a short break from {{close_date}} to {{reopen_date}}. Orders placed now ship on {{dispatch_date}}. We'll reply to every message when we're back.

10. Bulk order request

When to use it: when a buyer asks for large quantities.

Hi {{buyer_name}}, thanks for your interest in a bulk order. Our team is back at {{reopen_time}}. Tell us the product and quantity, and we'll reply here with what we can offer on Shopee.

Tips for writing your own

Never add a phone number, a social account or a link outside Shopee.
Give the dispatch time. It’s the question buyers ask most after hours.
Point order questions to My Purchases in the Shopee app.

Send these automatically with AeroChat

AeroChat answers buyers in Shopee chat when they write, from the product details, size charts and policies you give it. It replies in the buyer’s language and hands problems to your team with the conversation attached. Orders, payment and shipping for Shopee sales stay in Shopee, so AeroChat points buyers to their order page in the Shopee app. Save the ones you start yourself as Message Shortcuts in Shopee chat. Messages sent from shortcuts count toward your response rate.

Template	What triggers it	Filled from
After hours, weekend, holiday, shop on leave (1, 4, 5, 9)	A buyer message that needs your team arrives outside your hours.	Your opening hours and closed dates.
Dispatch time, size help (2, 3)	Rarely needed. AeroChat answers these itself.	Your delivery policy and size charts.
Campaign rush (6)	Dates you set for a campaign.	Your campaign dates.
Order, return, bulk (7, 8, 10)	A buyer asks about an order, a problem or a bulk price outside your hours.	Your return policy. The order itself stays in Shopee.

Copy this into AeroChat

Our team works 9am to 6pm, Monday to Friday (example). At any hour, answer Shopee buyers about products, sizes, delivery times and returns from our product details and policies. For order tracking, tell them to check My Purchases in the Shopee app. If the buyer reports a damaged item, wants a bulk price or is upset, reply with our away message, say our team is back at 9am, and pass the conversation to our team. Never share a phone number, a social account or a link outside Shopee. Reply in the buyer’s language.

Change the hours and the hand-over cases before you paste it.

Questions

Does a Shopee away message count toward my chat response rate?

No. Shopee leaves its own auto-replies out of the response rate. A real reply within 12 hours of the buyer’s latest message is what counts.

Can I put my WhatsApp number in the away message?

No. Shopee treats directing buyers off Shopee as a chat violation, and its chat blocks contact details.

What does AeroChat do differently?

It answers the question itself at any hour from your product details and policies, and passes the rest to your team.

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