Shopee order confirmation templates

A Shopee order confirmation message thanks the buyer, confirms the details that matter and says when it ships. Use chat for what Shopee’s own order page doesn’t cover: the variant check, personalization, a pre-order date or a pack time. Below are 9 templates to copy. AeroChat answers “did my order go through?” and “when will it ship?” in Shopee chat at any hour.

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.

9 Shopee order confirmation templates to copy

Replace the words in double curly brackets with the order details. Keep payment and tracking inside Shopee.

1. Thank you and dispatch time

When to use it: after a new order.

Hi {{buyer_name}}, thanks for your order {{order_id}}! We'll pack it and hand it to the courier by {{dispatch_date}}. You can follow it under My Purchases.

2. Variant check

When to use it: when buyers often pick the wrong option.

Hi {{buyer_name}}, thanks for your order! Just checking: you chose {{variant}}. Reply here by {{cutoff_time}} if you meant a different one.

3. Personalization details

When to use it: for engraved or custom items.

Hi {{buyer_name}}, thanks for your order {{order_id}}! Please reply with the name or text you'd like on your {{product_name}}, up to {{char_limit}} characters.

4. Pre-order

When to use it: for items that ship later.

Hi {{buyer_name}}, thanks for your pre-order {{order_id}}! {{product_name}} is due to ship on {{ship_date}}. We'll message you here if that changes.

5. Campaign day order

When to use it: after an 11.11 or 12.12 order.

Hi {{buyer_name}}, thanks for shopping our {{campaign_name}} sale! Orders are packed in the order they came in, and yours ships by {{dispatch_date}}.

6. Bundle contents

When to use it: for sets and bundles.

Hi {{buyer_name}}, thanks for your order! Your {{bundle_name}} includes: {{bundle_items}}. Let us know here if you have any questions.

7. Fragile item

When to use it: for glass, ceramics or electronics.

Hi {{buyer_name}}, thanks for your order {{order_id}}! We pack fragile items with extra care. Please record a short video when you open it, in case anything is damaged.

8. Answer to “did my order go through?”

When to use it: when the buyer asks.

Hi {{buyer_name}}, if you can see the order under My Purchases, it went through. Orders placed today ship by {{dispatch_date}}.

9. Address check

When to use it: when the buyer mentions a new address.

Hi {{buyer_name}}, the delivery address is the one on your Shopee order. If it's wrong, please let us know before we ship on {{dispatch_date}}.

Tips for writing your own

Don’t repeat what Shopee’s order page already shows. Add what it doesn’t.
Give a dispatch date, not “soon”.
Point tracking 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
Did my order go through, address check (8, 9)	The buyer asks in Shopee chat.	Your dispatch policy. The order stays in Shopee.
Variant, personalization, bundle (2, 3, 6)	The buyer asks about their options or set contents.	Your product details and bundle lists.
Thank you, campaign, pre-order, fragile (1, 4, 5, 7)	Messages you start yourself after an order. Save them as Message Shortcuts.	The order in your Shopee seller dashboard.

Copy this into AeroChat

When a Shopee buyer asks whether their order went through or when it ships, tell them to check My Purchases in the Shopee app and give our dispatch time from our delivery policy: orders before 3pm ship the same day (example). If they ask what a bundle includes, list it from our product details. If they want to change the variant or the address, pass the chat to our team with what they asked. Never share an outside link or contact details. Reply in the buyer’s language.

Change the dispatch times to match your shop before you paste it.

Questions

Should I message every buyer after they order?

Only when there’s something to add, such as a variant check or personalization. Shopee already shows the order to the buyer.

Can I ask buyers to pay outside Shopee?

No. Shopee treats payment outside Shopee as a chat violation.

Can AeroChat read the Shopee order?

AeroChat answers from your product details and policies and points buyers to My Purchases for order details. Orders stay in Shopee.

Answer Shopee buyers in one inbox

Connect your Shopee shop, add your dispatch policy, and AeroChat answers order questions at any hour. Start your 7-day free trial. No credit card needed. See plans on the pricing page.

Start your 7-day free trial

On Shopify? Install AeroChat from the Shopify App Store.