Shopee shipping update templates

A good Shopee shipping update says the parcel is on its way and points the buyer to tracking in the Shopee app. Shopee shows tracking in My Purchases, so your chat message adds what it doesn’t: a delay explained, a split parcel, a delivery tip. Below are 9 templates to copy. AeroChat answers “where is my parcel?” 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 shipping update templates to copy

Replace the words in double curly brackets with your own details. Keep tracking inside the Shopee app.

1. Shipped

When to use it: when you hand the parcel to the courier.

Hi {{buyer_name}}, your order {{order_id}} is on its way! You can follow it under My Purchases in the Shopee app.

2. Delayed at our end

When to use it: when packing is running late.

Hi {{buyer_name}}, sorry, your order {{order_id}} is taking a little longer to pack. It will ship by {{new_dispatch_date}}. Thank you for waiting.

3. Courier delay

When to use it: when tracking hasn’t moved.

Hi {{buyer_name}}, we've seen your parcel hasn't moved in tracking for a few days. We're checking with the courier and will update you here by {{update_date}}.

4. Campaign backlog

When to use it: after 11.11 or 12.12.

Hi {{buyer_name}}, thanks for your {{campaign_name}} order! Couriers are busy after the sale, so delivery may take a few extra days. Track it under My Purchases.

5. Split parcel

When to use it: when items ship separately.

Hi {{buyer_name}}, your order {{order_id}} comes in {{parcel_count}} parcels. Each one has its own tracking under My Purchases.

6. Delivered, please check

When to use it: when tracking shows delivered.

Hi {{buyer_name}}, your parcel shows as delivered. Please check everything is there and tap Order Received in the app when you're happy.

7. Delivery attempt missed

When to use it: when the courier couldn’t deliver.

Hi {{buyer_name}}, the courier couldn't deliver your parcel. Check the tracking in My Purchases for the next attempt or pickup point.

8. Answer to “where is my parcel?”

When to use it: when the buyer asks.

Hi {{buyer_name}}, you'll find the latest tracking under My Purchases in the Shopee app. We hand orders to the courier within {{dispatch_days}} working days, and delivery to most areas takes {{delivery_days}} days.

9. Pre-order shipped

When to use it: when a pre-order finally ships.

Hi {{buyer_name}}, good news! Your pre-order {{product_name}} has shipped. Follow it under My Purchases.

Tips for writing your own

Message about delays before the buyer asks.
Point to My Purchases instead of pasting an outside tracking link.
Give a date for the next update when you’re checking with the courier.

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
Where is my parcel (8)	The buyer asks in Shopee chat.	Your dispatch and delivery policy.
Campaign backlog (4)	A buyer asks during dates you set.	Your campaign dates.
Courier delay, missed delivery (3, 7)	A buyer reports a delay or a missed delivery. AeroChat answers and passes stuck parcels to your team.	Your delivery policy.
Shipped, packing delay, split, delivered, pre-order (1, 2, 5, 6, 9)	Messages you start yourself. Save them as Message Shortcuts.	The order in your Shopee seller dashboard.

Copy this into AeroChat

When a Shopee buyer asks where their parcel is, tell them to check My Purchases in the Shopee app for live tracking, and give our dispatch and delivery times from our policy. During sale weeks we set, add that couriers may take a few extra days. If the buyer says tracking hasn’t moved for more than 5 days (example), or the parcel shows delivered but they don’t have it, say sorry and pass the chat to our team with the order number. Never share an outside link. Reply in the buyer’s language.

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

Questions

Should I paste the courier’s tracking link?

Point buyers to My Purchases in the Shopee app instead. Shopee treats outside links in chat as a violation.

What if the parcel is stuck?

AeroChat says sorry, explains what happens next, and passes the chat to your team with the order number.

Does answering “where is my parcel?” fast help my shop?

Shopee measures replies within 12 hours of the buyer’s latest message in its chat response rate. Check how it counts in your market’s Account Health page.

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