How Do I Answer Customers From Shopify, TikTok Shop and Marketplaces in One Place?
Bring the conversations into one inbox and answer them from the same order data. AeroChat connects your Shopify store chat, WhatsApp, Instagram, Messenger and email with TikTok Shop buyer chat, Shopee and Lazada. It answers order, return and product questions on each one, and your team sees every conversation in one place. Listings and stock sync between Shopify and the marketplaces stay with your channel apps.
Shopify behavior from Shopify’s help center: Marketplace Connect and managing marketplace orders, checked 11 November 2026.
Why it happens
Sellers on the Shopify Community who also sell on TikTok Shop, Amazon and eBay describe the same strain. Products, stock and orders are hard to keep aligned in one system. TikTok Shop returns and refunds don’t always show up on the Shopify order. Orders appear twice, stop syncing or don’t fulfill on their own. Stock updates arrive too slowly and cause double sales.
Messages follow the same split. Buyers on TikTok Shop ask in TikTok, store shoppers ask on WhatsApp, and Shopee buyers ask in Shopee chat. Each one has its own inbox and its own response expectations, and the person answering has to switch between them all day.
What Shopify’s help center says
Per Shopify’s help center, checked 11 November 2026:
- Marketplace Connect is Shopify’s app for selling on marketplaces including Amazon and eBay.
- Imported marketplace orders appear in your Shopify Orders, with the marketplace name in the Channel field.
- After an order is fulfilled, Marketplace Connect syncs the shipping status and tracking to the marketplace the order came from.
The usual fixes and their limits
- Answer in each seller center. Free and direct. Switching between tabs all day means slow replies somewhere.
- A multichannel listing and order tool. Keeps products, stock and orders aligned. Most don’t answer the buyer’s question.
- A shared helpdesk. Collects email and some channels. Marketplace chats often stay outside it.
- A virtual assistant. Covers more hours. Every answer still means looking up the order by hand.
How to handle it in chat with AeroChat
AeroChat puts your store and marketplace conversations in one inbox. It answers buyers in TikTok Shop buyer chat, Shopee and Lazada from those platforms’ order data, and customers on your store, WhatsApp, Instagram and Messenger from Shopify. Orders that Marketplace Connect imports into Shopify can be looked up there too, when those customers contact you on your own channels. The same rules apply everywhere: the same returns policy, the same tone, the same hand-over to your team for anything outside the rules. AeroChat does not answer inside Amazon or eBay messaging, and it does not sync listings or stock.
Buyer (TikTok Shop buyer chat): Has my order shipped? (example)
AeroChat: Yes. Your order shipped yesterday and is due on Thursday (example). Here is the tracking: [link]
Customer (WhatsApp, same afternoon): Can I return the scarf I bought on your website?
AeroChat: Of course. What’s your order number and email? I’ll check it’s inside our 30-day window (example).
In AeroChat: both conversations sit in one inbox, labeled by channel, each answered from its own order data.
Copy this into AeroChat
On every channel, follow these steps.
- If the buyer writes in TikTok Shop, Shopee or Lazada chat, look up their order on that platform and answer from it.
- If the customer writes on our website, WhatsApp, Instagram, Messenger or email, ask for the order number and email or phone, and verify them against the order in Shopify.
- Answer order status, shipping and product questions from that order and our knowledge base.
- For returns, follow our returns policy. On a marketplace, follow that marketplace’s own return process and tell the buyer the steps.
- If a request is outside our policy, hand the conversation to our team with the channel and order number.
Reply in the customer’s language.
Add each marketplace’s return steps to AeroChat’s knowledge before you paste it.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store.
- Your marketplaces. TikTok Shop buyer chat, Shopee and Lazada, connected in the AeroChat dashboard.
- Your messaging channels. WhatsApp, Instagram, Messenger and email.
Questions
Does AeroChat sync stock between Shopify and TikTok Shop?
No. Listings and stock sync stay with your channel apps. AeroChat answers the buyers.
Can AeroChat answer Amazon or eBay buyer messages?
No. It can look up those orders in Shopify when the customer contacts you on your own channels.
Can my team see all marketplace chats in one place?
Yes. Every connected channel arrives in the same AeroChat inbox. See managing Shopee, Lazada and TikTok Shop chats in one place.
Do the same rules apply on every channel?
Yes. You describe the workflow once and it runs on every channel. See selling on Shopify and TikTok Shop at the same time.
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 channel from one inbox
Install AeroChat, connect TikTok Shop and your store, and send a test question from each.
7-day free trial.