Shopee Seller Reply Templates for 11 11 Vouchers Stock and Shipping Questions

During 11.11, a small store may receive the same questions while its team is also packing parcels: “May stock pa?” “Can I use this voucher?” “Will it arrive by Friday?”

Prepared replies help when they contain a direct answer and current information. Use the 12 templates below as a starting point, then replace every bracketed field with verified details before sending.

I. Prepare the facts behind each reply

Keep an approved reference for participating items, offer conditions, sellable stock, product specifications and order checks. Give each subject an owner who can update it during the sale.

Shopee's Philippine Help Center explains that buyers can view shop chat performance and may need to raise a return or refund before their applicable window ends. Build scripts around helpful answers and the buyer's actual order process. Do not use a template to delay a legitimate request.

II. Voucher and promotion replies

1 A voucher will not apply

Buyer: “Why can't I use the voucher?”

Reply: “Which voucher and item are you trying to use? Please send the voucher name or a screenshot of the checkout message, with payment details hidden. I will check the participating items, minimum spend and other conditions shown for that offer.”

Agent check: Identify the exact voucher before explaining why it fails. Avoid promising an extra discount before someone has approved it.

2 The buyer asks whether offers combine

Reply: “The offer for [item or variant] is [verified offer]. Whether another voucher applies depends on its conditions and the result shown at checkout. Which voucher would you like to combine with it?”

Agent check: Keep product price, shop promotion and platform voucher separate in your reference.

3 The price changed after a live session

Reply: “You are asking about [item or variant] from [session or offer]. Let me check that offer's period and conditions against the price currently shown. Could you send the listing or offer screenshot so I can compare the same item?”

Agent check: Check the actual offer before saying the buyer missed it or is entitled to a price adjustment.

III. Stock and product replies

4 The buyer asks if stock is available

Buyer: “May stock pa?”

Reply: “Which [size, color or model] would you like? I will check availability for that exact variant. Please also confirm the quantity you need.”

Agent check: If stock is already verified, give the answer immediately. Do not imply that asking in chat reserves an item.

5 The buyer needs help choosing a variant

Reply: “To help you choose, what [device model, measurement or intended use] do you have? The main difference between [variant A] and [variant B] is [verified difference]. I will check which option fits your requirement.”

Agent check: Ask only for information needed to choose. Escalate uncertain compatibility instead of guessing.

6 The buyer asks what the package includes

Reply: “The [exact variant] includes [verified contents]. [Accessory] is [included or sold separately]. Please choose [variant name] if that is the package you want.”

Agent check: Compare the answer with the current listing and packed item, especially for bundles with similar photographs.

IV. Shipping and order replies

7 The buyer asks when the item will ship

Reply: “For [item or order], the current verified dispatch information is [information]. Dispatch is when the parcel is handed over; delivery happens afterward. Please check the order page for the delivery estimate available for your address.”

Agent check: Use information for the actual order. Avoid converting a warehouse plan into a guaranteed arrival date.

8 The buyer needs delivery by a particular day

Reply: “I understand you need it by [date]. The estimate currently shown is [verified estimate, if available], but I cannot confirm arrival by that day. Please consider the estimate before ordering if the date is essential.”

Agent check: Do not promise a courier outcome the shop cannot control.

9 Tracking has stopped updating

Reply: “The latest tracking event for your order is [verified event] on [date]. I will check [specific next step] and update you by [time we can meet]. You can also review tracking and available support options from the order page.”

Agent check: Record who is investigating. A second message saying only “please wait” does not complete the task.

V. Cancellation and after-sales replies

10 The buyer wants to cancel

Reply: “I will check the order's current status and the cancellation options available for it. Please review the cancellation option on your order page as well. I will confirm the next step once the status is verified.”

Agent check: Do not promise cancellation before checking the shipment and platform workflow.

11 An item is missing wrong or damaged

Reply: “I am sorry about the problem with your order. Please tell us which item is affected and provide relevant photos if available. Use the Return/Refund option on your order page within the applicable window so the issue can be handled through Shopee's process. I will check the order details with our team.”

Agent check: Request relevant evidence, avoid unnecessary personal information and do not ask the buyer to close an active request as a condition of help.

12 The issue needs a supervisor

Reply: “You have told us that [brief accurate summary]. I am passing this to [team] to review [specific issue]. You do not need to repeat the details already provided. We will update you by [achievable time].”

Agent check: Attach the context and name the next owner before handing over the case.

VI. Keep the templates current during the sale

Test each reply against a real question before adding it to saved replies or AI knowledge. After a change in price, stock or offer conditions, update the underlying facts and check the answer again.

Duoke offers quick replies and AI knowledge features that can help teams reuse approved information. Confirm support for the relevant stores and keep uncertain cases assigned to a person. 

VII. Frequently asked questions

Q1:Can we use these replies unchanged?

Adapt them to the actual question and replace all bracketed fields. Remove any sentence that does not fit the case.

Q2:Should every buyer receive the same greeting?

Use a natural greeting if helpful, then answer the question. Product, order and offer details should reflect the buyer's situation.

Q3:Can the same scripts be used in another country?

The structure can be adapted, but verify local terms, platform processes and language rather than copying Philippine instructions unchanged.

For the wider preparation plan, read the Shopee Philippines 11.11 seller checklist. Explore Duoke to organize approved replies across your supported stores.

Official sources

[1] Shopee Philippines Help Center — What should I do if the seller is unresponsive. https://help.shopee.ph/portal/4/article/81516-What-should-I-do-if-the-seller-is-unresponsive

[2] Duoke official website. https://www.duoke.com/en/index.html