Shopee Thailand site will increase the response rate requirements for store chats

Important notice! The chat response rate policy of Shopee Thailand site has been updated. The requirements for the chat response rate of stores will be raised. Low response rates may be punished. Sellers please note that the announcement is as follows:

In order to help sellers increase their store sales opportunities and give them the opportunity to become Shopee's preferred sellers with exclusive sales benefits, starting from January 1, 2024 (Beijing time), Shopee Thailand will increase the requirements for store chat response rates. If the seller's chat response rate is low, the seller may receive a penalty of up to 1 point per month. The specific policies are as follows:

1. Shopee Chat response rate violation standards

The store's chat response rate (CRR) is less than 60%

2. Shopee Chat Response Rate Requirements

Let’s talk about the logic of calculating the response rate

Chat response rate = seller chat response rate in the past 90 days * 0.5 + 25% message response rate in the past 90 days * 0.5

[Example]

The seller has 100 chat and bid messages in the past 90 days, of which the latest 25 chat replies will be weighted and calculated, that is: chat reply rate = (the proportion of messages replied within 12 hours among the 100 messages)*0.5+(the proportion of messages replied within 12 hours among the latest 25 messages)*0.5.

You must reply to all chat messages (including bids and pictures) within 12 hours:

If you do not respond within 12 hours, or respond for the first time after 12 hours, it will be considered a delayed response, which will reduce the chat response rate.

If you respond to the buyer within 12 hours, subsequent chats between you and the buyer during this period will not affect the response rate. Therefore, you do not need to ensure that the last sentence is a customer service reply.

In the following scenarios, messages will not be counted towards the chat reply rate, and you can postpone replying or not replying:

Chats received during the store vacation mode will not be counted in the chat reply rate calculation. You can postpone replying to these messages.

Chats from abnormal accounts will not be counted in the chat reply rate. You can choose not to reply.

Messages sent from the following channels will not be counted in the chat reply rate calculation. You can choose not to reply.

Shop Games

Talk about radio

3. Updated chat violation policy penalty time

On the first Monday of each month, penalty points will be generated based on the chat response rate over the past month.

The first penalty will be generated on February 5, 2024 (Beijing time). Check the chat response rate in the past month (January 1-January 31). Sellers must improve their chat response rate (CRR) before January 31, 2024 (Beijing time) to avoid affecting store rights and interests after the penalty is generated.

For more information about the impact of chat policy violations on sellers, you can go to Shopee Seller Learning Center >> Platform Rules and Policies Logistics and Platform >> Chat Response Rate (CRR) to learn.

Shopee's Thailand site will raise the chat response rate requirements for stores, and Shopee sellers must improve service quality and thereby increase chat response rates.

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