How Do I Handle Customer Service During a Raya Sale?
Plan for late-night shoppers and a hard delivery deadline, then let AeroChat answer Raya questions in chat at any hour, in Malay, English or a mix. During Ramadan, many buyers shop after breaking fast or before sahur, when your team is resting. They ask about sizes for the whole family, matching colors, stock and whether the order arrives before Raya. AeroChat answers from your store data and your Raya schedule in Shopee, Lazada and TikTok Shop chat and on WhatsApp, Instagram, Messenger and web chat.
Why Raya is hard on customer service
The Raya sale runs through Ramadan, and the questions pile up at night. Fashion sellers get asked for sizes for four or five family members in one chat, and whether the same color comes in a child’s size. Food and hamper sellers get asked about delivery dates and halal certification. Everyone gets asked the same question in the last two weeks: will it arrive before Raya?
Then the holiday arrives. Many teams go back to their hometowns, couriers run on holiday schedules, and chats keep coming in about late parcels and orders placed during the break.
The usual fixes and their limits
- Staying up to answer chats. It works during Ramadan, at a cost to the team.
- A size chart in every listing. Useful. Buyers still ask for help with several sizes at once.
- A “last order for Raya” banner. Buyers still ask about their own address and order.
- Away messages over the holiday. They say you are closed. They do not answer the question.
How to handle it in chat with AeroChat
Write your Raya rules once: the sale dates, your last order date for delivery before Raya, your closing and reopening days, and when holiday orders ship. Add your size charts, color ranges and product details. AeroChat answers from them at any hour, checks live stock for each size, and replies in the language the buyer uses. On your own store it can take the order and send a payment link in the chat. Complaints and late parcels go to your team with the details collected.
Buyer (11:40 pm): Salam, nak tanya baju kurung warna sage ada saiz M, L dan budak 6 tahun?
AeroChat: Waalaikumussalam! Warna sage ada stok saiz M dan L. Untuk kanak-kanak, saiz 6 tahun juga ada dalam warna sage (example).
Buyer: Kalau order malam ni sempat sampai sebelum raya?
AeroChat: Sempat. Pesanan sebelum 20 Mac (example) dihantar dalam 1 hari bekerja dan biasanya sampai dalam 2 hingga 4 hari.
Copy this into AeroChat
During our Raya sale and holiday, follow these steps.
- When a buyer asks about several sizes or family members, check live stock for each size and color and list what is available.
- When a buyer asks if an order will arrive before Raya, compare today with our last order date, March 20 (example), and answer honestly.
- On our own store and WhatsApp, if a buyer wants to order in the chat, confirm the items and sizes and send a payment link.
- From the first to the fifth day of Raya (example), tell buyers we are on holiday and when orders will ship, and still answer product and order questions.
- For damaged, wrong or missing items, ask for the order number and a photo, then hand the chat to our team.
Reply in the buyer’s language, including a mix of Malay and English. Greet with “Salam” when the buyer does.
Use your own dates and holiday days 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. Shopify, WooCommerce and Wix are built in. Chat sellers can use the Google Sheets store.
- Payments and delivery. Airwallex is built in for payment links, and POS Malaysia is built in for delivery. Payment is detected automatically.
Questions
Can AeroChat reply in Malay?
Yes. It replies in the buyer’s language, including Malay mixed with English. See multilingual chat.
Can it send a Raya sale announcement on WhatsApp?
Yes, with an approved marketing template to customers who opted in. See the festive sale announcement template.
What happens to chats while we are on holiday?
AeroChat keeps answering product and order questions. Anything that needs your team waits for your return with the details attached.
Does this work for Chinese New Year too?
Yes, with your own dates. See Chinese New Year sale customer service.
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 Raya shoppers while your team rests
Add your Raya rules and size charts, connect your shops, paste the recipe, and send a test question in Malay.
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On Shopify? Install AeroChat from the Shopify App Store.