How Do I Prepare Customer Service for 12.12?
Treat 12.12 as two jobs at once: answering sale questions, and answering “will it arrive before the holidays?” while 11.11 orders are still in transit. Write one campaign note with your 12.12 offers and your last order date for holiday delivery, connect every chat to one inbox, and let AeroChat answer in Shopee, Lazada and TikTok Shop chat and on your own channels. Your team takes only the chats that need a decision.
Why 12.12 is different from 11.11
12.12 comes one month after 11.11. The 11.11 returns and late parcels are still coming in when the 12.12 questions start. Many buyers are shopping for year-end gifts, so delivery dates matter more than usual. Courier networks are busy, and some buyers will order after the last date that can arrive in time. A clear, honest answer about timing in chat saves a refund request later.
Your chat metrics keep counting through all of it. As of November 2026, Shopee counts a reply only within 12 hours (Shopee Seller Education Hub, Singapore, dated 1 September 2026), and Lazada bases its rate on answering every message between 8 am and 11 pm within 10 minutes (Lazada Seller Center, Philippines, updated 26 November 2024). Auto replies count on neither.
A four-week plan for 12.12
- Four weeks before. Look at your 11.11 chats. List the questions that came up most and any answer that went wrong. Connect any marketplace chat you have not connected yet, since each has its own approval steps.
- Three weeks before. Write the 12.12 campaign note: sale times, vouchers and minimum spends, items in the sale, dispatch time, your last order date for delivery before the holidays, and returns for gifts.
- Two weeks before. Test every answer in your own shops. Include questions about 11.11 orders still on the way.
- Sale day. AeroChat answers. Your team watches the handover queue for complaints, voucher errors and late 11.11 parcels.
- After the sale. Update the note with the post-sale dispatch time and gift return rules.
The usual fixes and their limits
- Reuse the 11.11 quick replies. A good start. The offers and dates have changed, and old replies give wrong answers.
- A delivery cutoff banner. Buyers still ask about their own address and their own order.
- Auto replies overnight. They do not answer the question and do not count toward your chat rate on Shopee or Lazada.
How to handle it in chat with AeroChat
AeroChat answers from your 12.12 campaign note, product details and live stock, in the buyer’s language, in every chat. It compares the buyer’s question with your holiday cutoff and answers honestly. On your own store it looks up orders and tracking. On marketplaces, orders and shipping stay in each marketplace, and AeroChat explains where to see tracking. Complaints and faults go to your team.
Buyer: If I order the gift set tonight, can reach before Christmas?
AeroChat: Yes. Orders placed by Dec 15 (example) ship within 1 working day and usually arrive before Christmas. The gift set is in stock, and our 12.12 voucher takes an extra 10% off until midnight (example).
Buyer: And my 11.11 order still haven’t come
AeroChat: Sorry about the wait. Could you send me the order number? I’ll pass it to our team to check with the courier today.
Copy this into AeroChat
During our 12.12 sale, follow these steps in every chat.
- Answer price, voucher and free gift questions from our 12.12 Campaign Note (example). Say exactly when each offer ends.
- When a buyer asks if an order will arrive before the holidays, compare today with our last order date, Dec 15 (example), and answer honestly.
- Before saying an item is in stock, check our stock sheet.
- If a buyer says an earlier order has not arrived, ask for the order number and hand the chat to our team.
- For damaged, wrong or missing items, ask for the order number and a photo, then hand the chat to our team.
Never promise a delivery date the courier has not given. Reply in the buyer’s language.
Set your own last order date before you paste it.
What to connect
- Your marketplace shops. Shopee, Lazada and TikTok Shop buyer chat. Each sets its own approval steps for chat access, and our team takes you through them.
- Your own store and courier. Shopify, WooCommerce and Wix are built in. Couriers and shipping tools with a public API connect for tracking.
Questions
Is it too late to set this up for 12.12?
Not if you start now. Connecting your own channels takes minutes. Marketplace chat access has its own approval steps, so start those first.
Can AeroChat help with 11.11 order status questions too?
On your own store, yes: it looks up the order and tracking. See order status in chat.
How did 11.11 planning look?
See preparing for 11.11 for the full six-week plan.
Can I announce 12.12 on WhatsApp?
Yes, with an approved marketing template to customers who opted in. See the festive sale announcement template.
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.
Close the year without a chat backlog
Connect your shops, write your 12.12 campaign note with your holiday cutoff, paste the recipe, and test it.
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On Shopify? Install AeroChat from the Shopify App Store.