Shopee Seller Chat Tips: How Do I Answer Buyers Better?
Answer the buyer’s exact question, from your own product details, every time and quickly. Most Shopee chats are about size, stock, compatibility, delivery and returns. Have those answers written down, reply in the buyer’s language, keep the conversation in Shopee chat, and cover the hours you can’t be there. AeroChat supports Shopee and answers buyer chat from the details you give it, at any hour.
Eight tips that make Shopee chat easier
- Write down the answers you give most. Size advice, packing times, return conditions and care instructions. One written version keeps every reply the same.
- Keep a size chart and a compatibility list per product. Most product questions are about fit. A real chart answers them better than a guess.
- Answer the question that was asked. A buyer asking about the A55 wants to hear “yes, it fits the A55”, not a general greeting.
- Reply in the buyer’s language. Many buyers mix languages. Answer the same way.
- Never promise a delivery date you don’t control. Give your packing time and point to the tracking in the Shopee app.
- Keep the conversation and the order in Shopee chat. Check Shopee’s seller policies for what you may share in chat.
- Plan for campaign days. 11.11 and 12.12 bring more chats in a few hours than a normal week. See preparing for 11.11.
- Check your chat figures in Seller Center. Shopee shows how your shop is doing and sets the rules for your market. 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.
Where saved replies stop helping
Saved replies and auto-replies help with greetings. They can’t read a size chart for the buyer’s height, check stock for one variant, or answer a question you didn’t predict. Sellers describe copying the same reply and then editing it for each buyer, which takes nearly as long as typing it.
How AeroChat helps
AeroChat reads each buyer’s message and answers it from your product details, size charts, policies and stock. It replies in Shopee chat at any hour and hands disputes to your team.
Buyer (Shopee chat): Saya 158cm 50kg, size apa? (example)
AeroChat: Hai! Untuk 158cm dan 50kg, saiz S paling sesuai untuk dress ini. Kalau suka lebih longgar, ambil M.
Behind the reply: the buyer wrote in Malay, so AeroChat answered in Malay from your size chart.
Copy this into AeroChat
Answer buyers in Shopee chat from our product details.
- Size: ask height and weight if they didn’t give it, then suggest one size from our size chart and say how it fits.
- Compatibility: ask the exact model and check our compatibility list.
- Stock: check our Stock Sheet before you say an item is available.
- Delivery and returns: use our policy wording. Never promise a delivery date.
- Keep the conversation in Shopee chat. Never send outside links.
Hand anything you can’t answer from our details to our team. Reply in the buyer’s language.
What to connect
- Shopee. Our team takes you through Shopee’s approval steps when you connect.
- Your product details and stock. Listings, size charts, policies and a Google Sheet or inventory system with a public API.
Ready-made Shopee messages: greeting message, away message, shipping update, review request.
Questions
How fast should I reply on Shopee?
As fast as you can, and Shopee’s own rules for your market are in your Seller Center. AeroChat replies when the buyer writes.
Can AeroChat handle returns on Shopee?
Returns follow Shopee’s own process. AeroChat explains your return conditions and hands disputes to your team. See handling return requests on Shopee.
I sell on Lazada and TikTok Shop too. Does that work?
Yes. See manage Shopee, Lazada and TikTok Shop chats in one place.
Which chat tools suit Shopee sellers?
See chatbots for Shopee sellers compared.
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.
Put your best answers on every Shopee chat
Train AeroChat on your size charts and policies, connect Shopee and send it a sizing question.
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On Shopify? Install AeroChat from the Shopify App Store.