Master Shopee Chat Rules: Avoid Shopee Chat Violations & Boost Satisfaction for Sellers

I. Introduction

Effective communication on Shopee is not just a courtesy; it's a critical component of operational success and compliance. The Seller Chat system serves as the primary bridge between buyers and sellers, directly influencing conversion rates, customer trust, and overall shop performance. However, navigating this communication channel requires a clear understanding of Shopee's policies to avoid penalties while striving to provide exceptional service. This guide provides a comprehensive overview of Shopee chat violations, their consequences, and actionable strategies to enhance your chat satisfaction scores, ensuring your business thrives within the platform's guidelines.

 

II. A Complete Guide to Shopee Seller Chat

1. What is Considered a Shopee Chat?

Shopee chats encompass all text, picture, or emoji messages received from buyers, as well as offers made for your products. These interactions form the basis of your customer service and are meticulously tracked by Shopee's performance metrics.

2. How to Filter Buyer Messages

You can efficiently manage your inbox and prioritize responses using these five filters:


	

	
Unreplied: All chats requiring your reply, as they are included in your Chat Response Rate (CRR) calculation.
	
	

	
Due Soon: Chats you should prioritize, as your CRR will be negatively affected if not replied to within 3 hours.
	
	

	
Overdue: Chats where your CRR has already been negatively impacted and require immediate attention.
	
	

	
Pinned: Chats you have manually marked for your own reference.
	
	

	
Unread: Chats containing messages you have not yet read.

	
 
	


3. What Constitutes a Chat Violation?

A chat violation occurs when a seller communicates with buyers or other sellers through Shopee Seller Chat in a manner that breaches Shopee's established policies. Adhering to these rules is essential to maintain a safe and trustworthy marketplace.

 

III. Types of Shopee Chat Violations and Corresponding Penalties

To ensure a secure and friendly environment, Shopee enforces penalties for the following actions:


	

	
Sending Rude or Abusive Messages: 2 penalty points per week.
	
	

	
Requesting Buyers to Cancel Orders: 2 penalty points per week.
	
	

	
Guiding Transactions Outside the Shopee Platform: Account freeze or ban.
	
	

	
Participating in Chat Spam: Account ban or restriction, which may include being blocked from sending Seller Chat messages.
	




IV. How to Improve Shopee Chat Satisfaction

1. What is Chat Satisfaction?

Chat Satisfaction measures how satisfied buyers are with the customer service you provide via Shopee Seller Chat. After a conversation, buyers are prompted to rate their experience as "Good," "Average," or "Poor."



2. How is Chat Satisfaction Calculated?

It is calculated as the percentage of "Good" ratings out of the total number of "Good," "Average," and "Poor" ratings received over the past 30 days. A buyer can leave one rating per 24-hour period for each conversation with you.



3. Strategies to Enhance Chat Satisfaction

To avoid violations and improve satisfaction, always communicate professionally. Key practices include:


	

	
Be Respectful: Consistently use polite and professional language with buyers.
	
	

	
Do Not Encourage Order Cancellations: Refrain from asking buyers to cancel orders unless absolutely necessary and in full compliance with Shopee's policies.
	
	

	
Keep Transactions On-Platform: Ensure all transactions and payments are conducted solely within Shopee's ecosystem.
	
	

	
Avoid Spam: Do not send repetitive or irrelevant messages.
	
	

	
Leverage Automation Tools: Utilize features like Duoke Auto-Reply to maintain your Chat Response Rate when unavailable. Implement an AI Chatbot to provide 24/7 professional responses, ensuring timely and accurate support during peak sales or off-hours, thereby boosting buyer confidence and satisfaction.
	




V. Conclusion

Mastering Shopee Seller Chat is a fundamental pillar for sustainable store growth.. By effectively filtering messages, understanding the strict consequences of violations, and strategically utilizing tools to maintain high response rates and satisfaction scores, sellers can transform the chat function from a simple messaging tool into a powerful driver of customer loyalty and sales success. Remember, in a competitive marketplace, exceptional service is often the decisive factor that converts a browser into a loyal buyer.

 

Duoke is an AI intelligent customer service reception tool that integrates customer messages from multiple platforms such as Lazada, Shopee, Tik Tok Shop, Mercado, Facebook, etc.It unifies the management of multiple platforms and multiple stores, and centrally and efficiently processes customer messages.