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There are two ways to get in touch with Shopee Customer Service. Through our live agent chat feature on the Shopee App. Internet call. 1. Live agent chat feature on Shopee App. You can go to the Me tab > Chat with Shopee. As live agents may take a while to respond, you can type keywords or phrases related to your issue within the chat.
- Shopee SG Help Center
Hot Questions. [New to Shopee] Why can't I Sign Up? [Return...
- Buy Everything On Shopee
Shopee Singapore is the leading online shopping platform in...
- Shopee SG Help Center
You can contact Shopee Customer Service via these 3 methods: Customer Service hotline. Email enquiry form. Live agent chat on Shopee App. ⚠️ Note. After you submit the email enquiry form, Shopee will respond to you via email. 1. Customer Service hotline. Call our customer service agents at +65 6206 6610 for a verbal enquiry.
Hot Questions. [New to Shopee] Why can't I Sign Up? [Return Refund] Raising Return & Refund request. Do You Have Any Other Questions? Have questions about buying or selling on Shopee? Read up on FAQs about your account, orders and more on the Shopee Help Centre!
Shopee Singapore is the leading online shopping platform in Southeast Asia, based in Singapore, with platforms across the region in countries like Malaysia, Thailand, Indonesia, Vietnam and the Philippines and Taiwan.
- Received Messages You Need to Reply to
- Received Messages You Do Not Need to Reply to
- Messages You Send That Count as replies
- Messages You Send That Do Not Count as replies
- Monitoring Chat Performance
- What Happens When My Customer Service Ratings Are Unsatisfactory?
- Improving Customer Service Ratings
To maintain your CRR, you must reply to: 1. Offers 2. Manual chat messages, including those sent to you in response to your Chat Broadcast message 3. Game messages copied from Shopee Prizes and manually sent to you by another user 4. Sticker messages 5. Selection of Chat with Seller in FAQ Assistant, even if the buyer does not send any messages aft...
Messages and offers received more than 30 days ago are excluded from your CRR and do not require a reply. Additionally, you do not need to reply to these types of messages to maintain your CRR: 1. Messages received from abnormal accounts such as banned, frozen, deleted or blocked accounts 2. Chat Broadcast messages from other sellers 3. Chat Assist...
Manual chat messages and responses to offers are considered valid responses that are included in CRR calculations. These responses must be sent within 12 hours of receiving the buyer’s message or offer, including weekends and public holidays. A response sent after 12 hours of the last message will not count as a reply. The response will start a new...
These responses you send do not count towards your CRR calculations: 1. Chat Broadcast messages 2. Chat Assistant Auto-Replies If you reply to a buyer and then delete your reply, that message does not count as a reply for your CRR calculations. In summary, whether your response is included in or excluded from chat response calculations depends on w...
On Seller Centre, you can find Chat Performance under the Chat Management page. At a glance, you will see data for: 1. Chat Enquiry - Total number of enquired chats 2. Enquiry Response Rate - Number of Chats/Chats Enquired responded to 3. Response Time - Average time taken to respond to each chat Selecting More gives you more data on Chat, FAQ Assi...
Both Response Rate and Response Time under the Customer Service category on your Account Healthpage affect buyers' impression of your shop. In addition, good customer service increases the likelihood of your customers giving high product ratings. These in turn boost your overall Shop Rating under the Customer Satisfactionmetric found on the Account...
Here are some recommended practices to improve your Customer Service ratings: 1. Respond to chat messages and offers within 12 hours of receiving them. To prioritise replying to messages that will soon negatively affect your CRR, apply the Due Soon filter or 2. Check Shopee Seller Chat regularly to not miss out on any new messages or offers.. 3. Se...
What will happen if Shopee Xpress (SPX) is unable to deliver to a self-collection point by the stipulated date? SPX will attempt to drop the parcel at the self-collection point by the following day. Buyers will only be notified to collect the parcel once it is ready at the self-collection point.
CASE also provides free advice for consumers who reach us via our hotline, email or by walking into our office. However, if consumers want CASE to follow up on their dispute, they will need to become a CASE member to establish a relationship between the consumer and CASE so that we are then able to represent them in talks with the retailer.
