How Does Lazada Calculate Chat Response Rate, and How Do I Raise It?
Lazada’s chat response rate depends on answering every buyer message received between 8 am and 11 pm within 10 minutes. It is measured over the last 7 days, and auto replies do not count. Ten minutes is hard to hold with a person on every chat all day. AeroChat answers each Lazada message in seconds from your product details and policies, and passes anything that needs a decision to your team.
How Lazada calculates it
As of November 2026, Lazada’s Seller Center help page “How is the Chat Response Rate calculated?” (Philippines, updated 26 November 2024) says:
- It is based on the 10 Minute Response Rate (10MRR). 10MRR is the share of conversations where every message received between 8 am and 11 pm was answered within 10 minutes.
- The window is the last 7 days. Holidays are excluded.
- What counts. Quick replies count as replies. Auto replies do not count toward the response rate or response time.
- Conversations run midnight to midnight. Lazada recommends you always be the last to reply in a conversation.
- Multiple agents. If one agent misses chats or is inactive, the shop’s rate drops. You can see each agent’s performance in Business Advisor.
- Seller Rating. The chat response rate does not affect your Seller Rating directly, though slow replies can lead to bad ratings.
The same page notes two limits on messaging a buyer who has gone quiet: from 30 minutes after their last reply, you can send 10 messages a day, and from two days after, 5 messages a day.
Why it matters
For LazMall, chat speed is part of the service standards. As of November 2026, Lazada’s LazMall joining page (Malaysia) lists a chat response rate of at least 85% for existing sellers who want to join, and a 10-Minute Response Rate above 50% as an ongoing LazMall service standard. See LazMall service standards.
Lazada’s best-practice page (Singapore, updated 26 November 2024) also recommends aiming to reply within 10 minutes between 8 am and 11 pm, when Lazada receives the most chats.
The usual fixes and their limits
- Turn on chat notifications in the Seller app. You hear every message. You still have to stop what you are doing within 10 minutes, for 15 hours a day.
- Quick replies. They count and they are fast. Someone still reads and sends each one.
- LISA, Lazada’s chatbot. Lazada says it helps your response rate and response time. It works from fixed scenarios, and in Singapore it supports English only.
- More agents. More coverage, and the shop rate still drops if one agent is slow or offline.
How to handle it in chat with AeroChat
AeroChat reads every message in Lazada chat and replies in the same conversation within seconds, all day. It answers specs, compatibility, stock, warranty, delivery and return questions from your information, in the buyer’s language. It replies to every message in a thread, so the buyer’s last message is not left hanging. Faults, warranty claims and anything it cannot answer go to your team with the details collected.
Buyer (9:12 pm): This air fryer 5L, basket non-stick? Dishwasher safe?
AeroChat (9:12 pm): Yes, the 5L basket has a non-stick coating and is dishwasher safe (example). It comes with a 1-year warranty.
Buyer (9:13 pm): Ok and if got voucher today?
AeroChat (9:13 pm): Today you can use the store voucher for 10% off orders over the minimum spend (example). It applies at checkout.
Copy this into AeroChat
Answer every buyer message in Lazada chat straight away, any time of day.
- Answer spec, compatibility, stock, warranty and delivery questions from our product details.
- Reply to every message the buyer sends, including short follow-ups, so we always send the last message.
- For voucher questions, answer from our current campaign notes.
- For faulty items or warranty claims, ask for the order number and a photo or video, then hand the chat to our team.
- If you cannot answer from our information, tell the buyer when our team will reply and hand the chat over.
Never promise refunds, replacements or delivery dates. Reply in the buyer’s language.
Keep your campaign notes up to date during big sales so voucher answers stay correct.
What to connect
- Your Lazada store. Connect it from the AeroChat dashboard. Lazada sets its own approval steps for chat access, and our team takes you through them. See Lazada in AeroChat.
- Your product knowledge. Spec sheets, warranty terms, policies and campaign notes.
Questions
Do AeroChat replies count toward 10MRR?
Lazada’s page says quick replies count and auto replies do not. It does not say how replies from connected chat software are counted. AeroChat sends a full answer in the conversation, not an auto reply. Check Business Advisor in the first week after you connect.
Where can I see my history?
Lazada’s page says the homepage figure has no history, and Business Advisor shows history when you change the date range.
Is Shopee’s rate calculated the same way?
No. Shopee uses a 12-hour window over 30 days. See how to improve your Shopee chat response rate.
Any other Lazada chat tips?
See Lazada Seller Center chat tips and Lazada auto reply setup.
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 inside 10 minutes, every time
Connect your Lazada store, add your product details, paste the recipe, and send your store a question at 10 pm to test it.
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On Shopify? Install AeroChat from the Shopify App Store.