What is Shopee Customer Service? Shopee Customer Service Review

Service Language

1. Malaysia, Singapore, Taiwan, and the Philippines

The common languages ​​of the above four sites are English, English, Chinese, and English respectively. Sellers are required to provide customer service for buyers themselves;

2. Thailand, Indonesia, and Vietnam sites

The common languages ​​of the above three sites are Thai, Indonesian and Vietnamese respectively. Shopee has equipped the sellers of these three sites with customer service teams to provide customer service to buyers.

Precautions

After sellers open stores at the above three sites, please contact their account managers to assist in establishing a customer service QQ group with the local customer service team, so that local customer service can provide timely customer service assistance to sellers.

After establishing a customer service QQ group with the local customer service team, you need to pay attention to:

(1) If the seller changes the store login password, please inform the account manager and customer service staff in time, otherwise the local customer service will not be able to log in to your store and will not be able to provide you with customer service in time;

(2) Please do not open the chat window. Once the chat window is opened, the message will be considered read by default, and the customer service staff will only reply to unread messages. If you accidentally open the chat window, please inform the local customer service in the QQ group to prevent the local customer service from missing the buyer's message;

(3) If the seller finds that there are still many chat messages that the local customer service has not responded to, he can remind the local customer service in the QQ group to reply as soon as possible;

(4) If the seller has a customer service team that can provide customer service for the minority language site and does not need Shopee to provide customer service, please inform the relevant account manager.

How to calculate response rate

• Chat response rate refers to the frequency of replying to buyers within 12 hours of receiving a message, including replying to questions, accepting or rejecting buyers' offers. The system will calculate your chat response rate based on the following:

- Buyer comments and offers received in the past 30 days

- The latest 10 buyer messages and bargaining messages you received

• Messages automatically replied to by the system are not included in the calculation. Your chat response rate will be updated twice a day.

Seller Service Hotline

In December 2019, in order to provide better services to platform sellers, Shopee’s cross-border customer service team launched a new 400 service hotline - 4001268888.

Sellers can call this number to inquire about investment promotion, seller center operation, logistics, orders, payment and recharge, etc. Hotline service hours: investment promotion hotline, Monday to Friday 9:00-18:30, excluding statutory holidays; non-investment hotline, Monday to Sunday 9:00-18:30, excluding statutory holidays.

FAQ

1. Why was the response rate 57% at the beginning?

The default setting of the new store backend is 57%.

2. How long does it take to be considered a timely reply?

A reply to a message within 12 hours is considered a timely response.

3. The seller insists on replying to the chat, but the data always remains unchanged. What is the update cycle of the data displayed by the chat response rate?

It is updated twice a day, at noon and midnight.

4. Most sellers are not working on weekends. Does this have a big impact on the chat data?

As long as a buyer sends a chat message and the seller fails to respond in time after the deadline, it will affect the store's response rate.

References

• 1. Shopee’s customer service content: Sohu [reference date 2019-07-26T16:00:00.000Z]