A complete list of Shopee’s automatic replies. Which is the best way to reply?

Some of the merchants who open stores on Shopee are novices, so there may be many problems that they don’t know how to deal with in the process of running the store. For example, merchants are not online 24 hours a day, so it is necessary to set up automatic replies for the store. So what content needs to be set up for automatic replies?

Shopee's automatic reply content:

The first type: product information

Condition 1: Product Condition

Reply: Hello! Thank you for your interest in our product. This product has size, color, etc.

Situation 2: Size chart

Reply: Hello! You can refer to the size chart of this product and choose the size that suits you [attached photo].

Condition 3: Product inventory status

Reply: Hello! This product is currently in stock/needs to be pre-ordered, etc.

Situation 4: Recommendations

Reply: Hello! We are sorry, this product is currently out of stock in the size/color you want. We can recommend another similar product to you for your reference.

Second: Order status

Situation 1: Order has been placed

Reply: Hello! We have received your order and we will arrange shipment as soon as possible. When the goods are shipped, the Shopee system will notify you again. Thank you!

Status 2: Shipped

Reply: Hello! We have shipped the product on [shipping date. You can track the order status based on the order number. Thank you!

Situation 3: Tracking Number

Reply: Hello! You can track your order using the package tracking number in [logistics name].

Situation 4: Item not received yet

Reply: Hello! If you have not received the product, we suggest that you click "Extend Shopee's Commitment" on the order details page. Shopee will hold the order payment for three more days, and we will also confirm the current delivery status of the product at the same time.

Situation 5: Return process

Response: Hello! We have received your return request. We will process your return as quickly as possible. Thank you!

The third type: after-sales service

Situation 1: Product is missing

Reply: Hello! We are sorry for the inconvenience. We can send the missing items to you, or you can choose to apply for a refund. Thank you!

Situation 2: Wrong product (color, size, etc.)

Reply: Hello! We are sorry for the inconvenience. Please go to the order details page, click [Apply for Refund/Return], select the product you want to return, the reason for the return and enter your email.

We will process it for you as quickly as possible, thank you!

Condition 3: The product is damaged/defective

Reply: Hello! We are sorry for the inconvenience. Please provide photos of the damaged parts of this product. We will handle the subsequent return and refund for you as quickly as possible. Thank you!

I have shared with you all the automatic reply contents of Shopee. If your store’s customer service has not set up these automatic reply contents, then the customer service work will be very stressful. After all, if all questions need to be answered manually, it will test the customer service’s typing reply speed.

Recommended reading:

How many days does it normally take for a new Shopee store to place an order? What are the reasons?

Why is Shopee SIP not placing orders? What's going on?

What does Shopee SIP store mean? How to join?