How Does Chat Performance Affect Shopee Preferred Seller Status?
Shopee sets the Preferred Seller criteria for each market, and your Seller Center shows where your shop stands. If chat is one of the measures holding your shop back, the fix is answering every buyer quickly and correctly, including at night and on campaign days. AeroChat supports Shopee: it answers buyer chat from your product details and policies, in the buyer’s language, and hands disputes and damaged items to your team.
Check the criteria first
Open the Preferred Seller page in your Shopee Seller Center. It lists the criteria for your market and your shop’s current figures. Marketplaces set their own chat rules per market and change them from time to time. We don’t repeat the figures here. Check the current ones in your Seller Center. Look at which measures you miss and how Shopee counts them, including how it treats automated messages, before you change how you answer chat.
Why chat slips for Shopee sellers
Sellers describe the same pattern. Most chats are the same questions about size, stock, delivery and returns. They come in at night and in bursts after a flash sale or a voucher drop. A seller who answers by hand in the evening falls behind on the busy days. A few unanswered chats a day add up across a month.
The usual fixes and their limits
- Shopee’s own auto-reply and saved replies. Helpful for greetings and common questions. A fixed reply can’t check a size chart or stock for the buyer’s exact question. See Shopee auto-reply setup.
- Answer by hand in bursts. Works on quiet days. Falls behind on campaign days and overnight.
- Extra staff for sale days. It covers the peak. They need to learn your products quickly.
How to handle it with AeroChat
Train AeroChat on your listings, size charts and policies, and connect your Shopee shop. Each buyer gets a specific answer to their own question in Shopee chat, at any hour. Anything AeroChat shouldn’t decide goes to your team with the conversation attached.
Buyer (Shopee chat): Does this phone case fit the Galaxy A55? (example)
AeroChat: Hi! This case is made for the Galaxy A35 and A55 (example), so yes, it fits the A55. Choose “A55” in the model option when you order.
Behind the reply: AeroChat checked the compatibility list you gave it.
Copy this into AeroChat
Answer every buyer in Shopee chat as soon as they write, from our product details, size charts, compatibility lists and policies.
- Check stock in our Stock Sheet before you say an item is available.
- For delivery questions, give our packing time and tell the buyer they can follow the parcel from their order page in the Shopee app. Never promise a delivery date.
- Keep the whole conversation in Shopee chat. Never send links to other channels or payment links.
- Hand damaged items, wrong items, cancellations and disputes to our team with the buyer’s photo and a short summary.
Reply in the buyer’s language.
What to connect
- Shopee. Shopee sets its own approval steps for chat access, and our team takes you through them when you connect.
- Your product details. Listings, size charts and policies, or a synced Shopify catalog if you also run a store.
- Stock. A Google Sheet or an inventory system with a public API.
More for Shopee sellers: Shopee chat performance explained, how to improve your Shopee chat response rate, Shopee seller chat tips.
Questions
Will AeroChat get my shop Preferred Seller status?
No tool can promise that. Shopee decides from its own criteria, which cover more than chat. AeroChat helps with the chat side by answering every buyer from your details.
Do AeroChat replies count toward Shopee’s chat figures?
Shopee decides how it counts replies. Check how your Seller Center describes it for your market.
Does AeroChat reply in Malay, Indonesian, Thai or Vietnamese?
Yes. It replies in the language the buyer writes in, including mixed languages. See multilingual replies for marketplace sellers.
Can I still answer some chats myself?
Yes. Every Shopee conversation is in the AeroChat inbox, and you can take over any of them.
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 chat, at any hour
Train AeroChat on your listings, connect Shopee and test it on the questions your buyers asked last week.
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On Shopify? Install AeroChat from the Shopify App Store.