TikTok Shop away message templates

A good TikTok Shop away message says when you’ll reply, answers the common question now, and keeps the buyer on TikTok Shop. TikTok Shop measures how fast sellers reply, 24 hours in the US and 12 hours in some other markets, so the away message can’t be the only answer. Below are 10 templates to copy. AeroChat answers the buyer’s question itself at any hour from your product details.

TikTok Shop rules to know before you send

Reply within your market’s time limit. The US policy asks sellers to answer every inquiry within 24 hours and tracks a 24-hour response rate. Other markets, such as Thailand and the Philippines, measure replies within 12 hours. Check Seller Center for your shop’s market. See TikTok Shop response time.
Keep the buyer on TikTok Shop. TikTok Shop prohibits using chat to direct customers off the platform, including off-platform returns or refunds. Its guidelines in markets such as Singapore also rule out third-party links, QR codes and contact details. None of the templates below use outside links.
Buyer chat only. These templates are for TikTok Shop buyer chat, the messages buyers send your shop about products and orders.

TikTok Shop rules from TikTok Shop Seller University, checked 11 November 2026: the US Customer Service Policy and the Singapore Customer Service Guidelines. Rules differ by market, so check Seller Center for yours.

10 TikTok Shop away message templates to copy

Replace the words in double curly brackets with your own details. No outside links, QR codes or contact details.

1. Simple after-hours reply

When to use it: every evening.

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

2. After a LIVE

When to use it: when messages pour in after your LIVE ends.

Hi {{buyer_name}}, thanks for watching our LIVE! We're getting lots of messages, so replies may take a little longer. Tell us which product you saw and we'll send the details.

3. After hours, dispatch time

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

Hi {{buyer_name}}, we're offline until {{reopen_time}}. Orders placed now ship on {{dispatch_day}}. We'll answer anything else when we're back.

4. After hours, product question

When to use it: for questions about a video.

Hi {{buyer_name}}, our team is back at {{reopen_time}}. Tell us which video you saw the product in, and we'll reply with the right listing.

5. 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}}.

6. 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}}.

7. Sale day rush

When to use it: on a big campaign day.

Hi {{buyer_name}}, thanks for shopping our {{campaign_name}} sale! Chats are busy today. Vouchers and prices are shown on each listing.

8. Order question

When to use it: when a buyer asks about an order after hours.

Hi {{buyer_name}}, we're offline until {{reopen_time}}. You can see your order and tracking any time in the TikTok app under your orders. We'll reply when we're back.

9. Problem with an order

When to use it: when a buyer reports a damaged or wrong item.

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

10. Shop on a break

When to use it: a longer closure.

Hi {{buyer_name}}, our shop is on a short break from {{close_date}} to {{reopen_date}}. Orders placed now ship on {{dispatch_date}}.

Tips for writing your own

Never add a phone number, a QR code or a link outside TikTok Shop.
Ask which video or LIVE they saw. It tells you the product.
Point order questions to the buyer’s order in the TikTok app.

Send these automatically with AeroChat

AeroChat answers buyers in TikTok Shop buyer chat when they write, from the product details and policies you give it, in the buyer’s language. It hands problems to your team with the conversation attached. Orders, payment and shipping for TikTok Shop sales stay in TikTok Shop, so AeroChat points buyers to their order in the TikTok app. Keep the templates you start yourself ready to paste in Seller Center.

Template	What triggers it	Filled from
After hours, weekend, holiday, break (1, 5, 6, 10)	A buyer message that needs your team arrives outside your hours.	Your opening hours and closed dates.
After a LIVE, product question, dispatch (2, 3, 4)	Rarely needed. AeroChat answers these itself.	Your product details and delivery policy.
Sale rush (7)	Dates you set for a campaign.	Your campaign dates.
Order question, problem (8, 9)	A buyer asks about an order or reports a problem.	Your return policy. The order stays in TikTok Shop.

Copy this into AeroChat

Our team works 9am to 9pm every day (example). At any hour, answer TikTok Shop buyers about products, shades, sizes, bundles, delivery and returns from our product details and policies. If they mention a video or a LIVE, match the product they describe to our listings. For order tracking, tell them to check their order in the TikTok app. If a buyer reports a damaged or wrong item, ask for a photo, reply with our away message if our team is offline, and pass the chat to our team. Never share an outside link, a QR code or contact details. Reply in the buyer’s language.

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

Questions

How fast do I have to reply on TikTok Shop?

It depends on your market. The US policy asks sellers to answer within 24 hours. Markets such as Thailand and the Philippines measure replies within 12 hours. Check Seller Center for yours.

Can I share my WhatsApp in the away message?

No. TikTok Shop prohibits directing buyers off the platform, and its guidelines rule out contact details in chat.

Which TikTok messages does AeroChat answer?

TikTok Shop buyer chat: the messages buyers send your shop about products and orders.

Answer TikTok Shop buyers in one inbox

Connect your TikTok Shop and add your product details, and AeroChat answers buyers after hours. 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.