How Do I Answer Product Questions on Shopee Faster?
Let AeroChat answer the product questions in Shopee chat for you, from your own product details. Connect your Shopee shop to AeroChat and give it your listings, size charts, stock sheet and shop policies. When a buyer asks “is this true to size?” or “does this come in black?”, AeroChat replies in the same Shopee chat within seconds, in the buyer’s language. Anything that needs a decision, such as a damaged item, goes to your team with the conversation attached.
Why product questions pile up on Shopee
Shopee buyers compare similar items from several shops at once. They ask the same few things before they buy: the size, the material, whether a color is in stock, what is in the box, how long delivery takes. If one shop answers in two minutes and another answers tomorrow, the buyer usually orders from the first.
Sellers describe the same pattern. Most questions are repeats, the answers already sit in the listing, and the team still types them out one by one. During a campaign the queue grows faster than anyone can reply, and by the next morning some buyers have already ordered elsewhere.
Shopee measures this too. As of November 2026, Shopee’s Seller Education Hub (Singapore, page dated 1 September 2026) says your Chat Response Rate counts the chats you answer within 12 hours over the last 30 days, and shoppers can see your Chat Response Rate and First Response Time on your shop profile.
The usual fixes and their limits
- Shopee’s Auto-Reply. It sends one generic message when a buyer starts a chat. It tells the buyer you will reply, but it does not answer the question. Shopee also says Auto-Replies do not count toward your Chat Response Rate.
- Message Shortcuts. Saved replies your team picks and sends. Shopee counts them as real replies. Someone still has to read each chat, find the right shortcut and fill in the details.
- FAQ Assistant. Shopee’s FAQ cards show answers to popular questions when a buyer opens the chat. They help with common questions but cannot look up one item’s size chart or stock.
- Better listings. A clear size chart and photos cut some questions. Buyers still ask, because asking is faster than scrolling.
How to handle it in chat with AeroChat
AeroChat reads each new message in Shopee chat, works out which product the buyer means, and answers from the product details and policies you gave it. It checks your stock sheet before it says an item is available. It replies in the buyer’s language. When the question is really a complaint, a damaged item or a refund, it collects the order number and a photo and hands the chat to your team.
Buyer: Hi, the linen shirt in olive, is it true to size? I’m usually M, chest 100cm.
AeroChat: Hi! The linen shirt runs slightly relaxed. Size M fits a 98 to 104cm chest, so M will suit you (example). Olive in M is in stock now and ships within 2 days (example).
Buyer: Does it shrink after washing?
AeroChat: It is pre-washed linen, so it holds its size. Wash cold and hang dry (example).
Copy this into AeroChat
When a buyer asks a product question in Shopee chat, follow these steps.
- Work out which product and variant they mean. If it is unclear, ask which item they are looking at.
- Answer from our product details and size charts. Give the exact measurement when they ask about fit.
- Before saying a variant is in stock, check our Stock Sheet (example) and give the real status.
- For delivery questions, give our usual dispatch time of 2 working days (example) and say Shopee shows the delivery estimate at checkout.
- If they report a damaged, wrong or missing item, ask for the order number and a photo, then hand the chat to our team.
Never promise a refund, a replacement or a delivery date. Reply in the buyer’s language.
Swap in your own dispatch time and the name of your stock sheet before you paste it.
What to connect
- Your Shopee shop. Connect it from the AeroChat dashboard. Shopee sets its own approval steps for chat access, and our team takes you through them when you connect. See Shopee in AeroChat.
- Your product knowledge. Your website pages, size charts and policies. If you also run Shopify, AeroChat can answer from your synced Shopify catalog.
- Your stock. A Google Sheet with your variants and quantities, or your store or inventory system if it has a public API.
Questions
Does AeroChat reply inside Shopee chat?
Yes. The buyer’s message arrives in AeroChat and the reply goes back to the same Shopee conversation. The buyer never leaves Shopee.
Do AeroChat replies count toward my Chat Response Rate?
Shopee’s page says manually sent text messages and Message Shortcuts count, and Auto-Replies and Chat Broadcasts do not. It does not say how replies from connected chat software are counted. After you connect, check your Chat Response Rate under Account Health for the first week. See how to improve your Shopee chat response rate.
Can I use the same setup for Lazada and TikTok Shop?
Yes. The same product knowledge answers buyers in Lazada and TikTok Shop chat, all in one inbox. See managing Shopee, Lazada and TikTok Shop chats in one place.
What happens to orders and returns?
Orders, payment, shipping and returns for Shopee sales stay in Shopee. AeroChat answers the buyer’s questions about them from your policies and passes anything that needs a decision to your team.
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 every Shopee buyer while they are still deciding
Connect your Shopee shop, add your size charts and stock sheet, paste the recipe, and ask your own shop a product question.
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On Shopify? Install AeroChat from the Shopify App Store.