What is Shopee Chat Violation? What should I do?

What behaviors on the Shopee platform will be judged as Shopee Chat Violations/Spam, and how to avoid Shopee Chat Violations? Sellers who don’t know yet have a look!

1. What is Chat Violation?

Chat Violation refers to the behavior of sellers violating Shopee policies when communicating with other buyers or sellers through chat.

To ensure that Shopee is a safe and friendly platform for sellers and buyers to conduct transactions, Shopee will take action against any user who violates the following provisions:

1. Sending rude or abusive chat messages

2. Ask the buyer to cancel the order

3. Guide transactions outside the Shopee platform

4. Participate in sending spam chat messages (see below)

5. Low chat response rate (CRR)

2. How to avoid chat violations?

To avoid chat violations, please communicate with buyers in a friendly and professional manner.

In addition, to avoid penalties or account freezes due to violation of Shopee chat rules, you should also be aware of the following regulations:

1. Do not send messages containing information from external platforms, so as not to be judged as guiding buyers to trade outside the Shopee platform

2. Don’t send spam chat messages (see below)

3. Pay attention to the chat response rate and reply to messages in time

3. What is spam chat message?

Spam chat messages refer to messages sent to a large number of users in a short period of time. Promotional messages sent by sellers that are not sent through Shopee official chat tools (such as Chat Assistant, Chat Broadcast) and open APIs will also be considered spam chat messages.

Notice:

1. If you have sent spam chat messages, all your messages will be blocked by the system and your account may be banned, which will result in you not being able to conduct any transactions on Shopee.

2. If you receive a spam chat message on Chat, you still need to reply unless the sender has been blocked. Once the sender is blocked, you can ignore their messages and the Chat Response Rate (CRR) will not be affected.

4. How to report spam messages from others?

If you suspect a chat is spam, you can report the sender through [Chat >> More Icon].

Block a user: This user will be banned from purchasing any items in your store. You will no longer receive messages from them, nor will you be able to send them any messages.

Report this user: Shopee will be notified and investigate the user. We will decide whether to take action (such as ban) against the user based on the results of the investigation. Before Shopee reviews, you can still receive and send messages to them unless their account has been banned by the system.

Please note that users can leave reviews for items they have purchased, regardless of whether they have been reported or blocked.