Shopee Account Health 2025: Boost Your Chat Response Rate & Chat Satisfaction

Why Your Shopee Account Health Needs a "Health Check"?

As the Shopee market continues to expand, sellers are leveraging various methods such as advertising and promotions to increase store traffic, thereby achieving better order conversion. However, in this process, many sellers focus solely on sales and traffic, overlooking the fact that account health is the most fundamental and crucial aspect of a Shopee store.

Importance of Shopee Account Health:


	

	
Impacts store traffic: A healthy account is more likely to receive natural traffic recommendations and qualify for platform activities, whereas problematic accounts often experience a decline in store weight and traffic.
	
	

	
Relates to store survival: Violations may lead to product removal, store penalties, or even permanent bans.
	
	

	
Affects buyer trust: Good ratings and records are key to attracting buyers to place orders. When buyers visit a store, they often check the store's ratings habitually. Additionally, timely and accurate responses from customer service during inquiries play a significant role in their decision to purchase.
	




Therefore, today we will discuss the metrics included in store account health, specifically service performance, how Shopee evaluates your service performance, and how to improve overall store service performance.

 

Core Metrics of Shopee Service Performance

You can find the core metrics of account health in the Shopee Seller Center under Data > Account Health. Below is an explanation of each metric:



Chat Satisfaction Rate:

Definition:

Chat Satisfaction Rate is the percentage of good ratings out of all chat ratings you have received in the last 30 days. This metric measures the quality of customer service you provide through chat.

Tips:

Send prompt, clear, and personalized responses to your buyers to increase Chat Satisfaction.

 

Shop Rating:

Definition: 

The overall review rating is the average of all order ratings submitted by your buyers.

Calculation Method:

The average of all ratings (1-5 stars) given by buyers who have made purchases since the store opened. A rating above 4.5 is considered good, and above 4.8 is excellent.

Importance to Health:

Shopee's rating system considers multiple factors, such as product description accuracy, response speed, logistics efficiency, and refund processing. A high rating indicates excellent performance across various aspects, providing a better shopping experience, which increases store exposure and sales. Additionally, Shopee rewards or penalizes stores based on their ratings, such as eligibility for promotional activities and search rankings, to encourage sellers to improve service quality, thereby enhancing buyer trust and conversion rates.

How to Improve:


	

	
Treat every buyer with respect and care to foster a positive buyer experience.
	
	

	
Carefully describe and categorize your products to avoid buyer confusion.
	
	

	
Use Duoke to provide helpful and timely customer service. With the 24-hour AI Chatbot, your store can respond to buyer inquiries anytime, anywhere.
	
	

	
Pack items carefully to avoid potential damage during shipping and ship all orders promptly.
	
	

	
Provide post-transaction support (refunds, returns, and exchanges) to ensure customer satisfaction.

	
 
	


Chat Response Rate (CRR):

Definition:

Chat Response Rate is the percentage of new chats and offers that a seller responds to within 12 hours of receiving them. Auto-replies are not included in the Chat Response Rate calculation.

Calculation Method:


	

	
Chat Response Rate: The percentage of buyer chat messages replied to within 12 hours of receipt. ⚠️ Note: Shopee auto-replies are not counted as valid responses.
	
	

	
Response Speed: The average time taken by the seller to reply to all buyer chat messages.
	
	

	
Health Standard: It is recommended to maintain a Chat Response Rate of 90% or higher (some sites or activities may require higher rates). The higher, the better. A low response rate (e.g., ≤20% in the past 30 days) may result in penalties.
	


How to Improve:


	

	
Check received chat threads regularly to ensure you don’t miss any and respond to potential buyers promptly.
	
	

	
Use Duoke quick replies to set up FAQs, ensuring fast responses during high inquiry volumes or promotions.
	
	

	
Set up Duoke auto-replies to ensure response rates are maintained when manual customer service is unavailable (Duoke auto-replies are counted as valid manual responses).
	




First Response Time (FRT):

Definition:

First Chat Response Time is the average time it takes a seller to respond to a buyer's first chat message, calculated across all chats, over the total number of responded chats in the last 30 days.

How to Improve:

Take the time to engage your potential buyers. Buyers are more likely to place an order when their queries are addressed promptly and effectively.

Note:

If a buyer sends a new message more than 12 hours after their previous message, this new message will be treated as the first message of a new conversation. Your response to this new message will be used for FRT calculation.

FRT and ART are calculated based on messages sent in the last 30 days and are refreshed daily.

 

Average Response Time (ART):

Definition:

Average Chat Response Time measures the average time it takes sellers to respond to all messages from buyers. This is the average response time for all chats divided by the total number of chats in the last 30 days.

How to Improve:

Increase your Average Chat Response Time by promptly responding to all messages sent by buyers.



Key to Improving Shopee Account Health: Enhancing Service Performance

Here are some recommended practices to improve your Customer Service Performance:


	

	
Respond to chat messages and offers within 12 hours of receiving them;if not, you can use Duoke Auto Reply help you to reply messages.
	
	

	
Check Shopee Seller Chat regularly to avoid missing any new messages or offers.
	
	

	
Set reminders at specific times during the day to respond to potential buyers.
	
	

	
Use Duoke Message Shortcuts to pre-save messages you frequently send. These pre-saved messages will be counted as chat responses.
	
	

	
Set up Shop FAQ in the FAQ Assistant to provide answers to frequently asked questions. FAQs will not be counted in the calculation of your CRR but will help manage common queries and reduce the need for buyers to send manual chat messages.
	
	

	
Have a clear understanding of how your CRR is calculated. Learn to identify:

	

		

		
Types of messages received that you must reply to.
		
		

		
Types of messages you send that count as replies.