[2025 Updated] Complete Shopee Chat Guide | Communication Tips, Bargaining Strategies & Common Issues

Shopee Chat Boosts Conversion Rates by 30–50%: Buyer & Seller Communication Strategies

Over 70% of Shopee buyers use the Chat feature to ask questions before placing an order, and sellers who respond quickly and professionally can see their conversion rates jump by 30–50%. Shopee Chat is the core communication tool between buyers and sellers — mastering it is essential for a better shopping experience and stronger store performance.

This guide covers everything about Shopee Chat: basic operation, buyer inquiry strategies, seller response techniques, bargaining scripts, and common pitfalls.

Want the full picture of how Shopee works? Start with our Complete Shopee Shopping Guide.

Shopee Chat: Basic Operations

How to Open Chat

As a buyer:

Method 1: From a product page

1. Open the product page you're interested in
2. Tap the "Chat" button (orange)
3. Start the conversation

Method 2: From the seller's store page

1. Navigate to the seller's store
2. Tap "Chat"
3. Start the conversation

Method 3: From your order page

1. Go to "My Orders"
2. Tap the order
3. Tap "Chat with Seller"

As a seller:

1. Open the Shopee app
2. Tap "Messages" or "Chat"
3. View all buyer messages
4. Tap a conversation to reply

Chat Interface Features

Key functions:

1. Text messages

• Type and send text
• Emoji support 😊

2. Image sharing

• Tap the photo icon to send images
• Great for sharing product photos, size charts, etc.
• Up to 9 images at once

3. Quick replies (sellers only)

• Preset commonly used responses
• Send with one tap to save time

4. Product sharing

• Share product links directly in chat
• Useful for recommending items to buyers

5. Voucher sending (sellers only)

• Send discount vouchers directly in chat
• Great for closing a sale

Chat Rules and Limitations

Message retention: Messages are kept for 6 months before being automatically deleted.

File upload limits:

• Images: Maximum 10MB per image
• Video sending is not supported

Recommended response time:

• Sellers should aim to reply within 1–3 hours after a buyer message
• Response rate affects seller metrics

Want to learn about seller ratings? See our Complete Shopee Review Guide.

Important restrictions:

• ❌ Do not share external links (e.g., LINE, Facebook)
• ❌ Do not request off-platform transactions
• ❌ Do not send flagged keywords (e.g., counterfeit, pirated)

Violations may result in account suspension.

Tips for Buyers Using Chat

When Should You Use Chat?

Good reasons to use Chat:

✅ Confirm product details

• Size, material, color
• Whether stock is available
• Expected shipping date

✅ Inquire about customization

• Can the color or size be changed?
• Special requests (e.g., engravings, custom packaging)

✅ Bargaining

• Is there a discount for buying multiple items?
• Can the price be reduced due to a visible defect?

✅ Track your order

• Placed an order but seller hasn't shipped
• Logistics issue

❌ You probably don't need Chat if:

• The product page already answers your question clearly
• You're asking something the seller can't know (e.g., "Is this good?" — read the reviews instead)

How to Ask Effective Questions

Good vs. bad questions:

❌ Bad examples:

"Are you there?"
"Any stock?"
"How much?"

Problem: Too vague — the seller doesn't know what you need and it wastes everyone's time.

✅ Good example:

"Hi, is the black M size currently in stock?
If I order today, approximately when would it ship? Thank you!"

Why it works:

• Specific and clear
• All questions in one message
• Polite

Bargaining Techniques and Scripts

Bargaining is perfectly normal — the key is doing it the right way.

Before you bargain, consider:

1. Is the product already competitively priced?
2. Is there already a promotion running?
3. Does the seller's profile say "No bargaining"?

Bargaining script examples:

Situation 1: Buying multiple items

"Hi, I'd like to buy 5 items (details below).
Is there any discount available, such as a price reduction or free shipping? Thank you!"

Situation 2: Visible minor defect in product photos

"Hi, I noticed a small mark in the photo (bottom right of image 3).
Would it be possible to reduce the price slightly, say NT$50 off? Thank you!"

Situation 3: Budget constraint

"Hi, I love this product but I'm working with a tight budget.
It's listed at NT$800 — would you consider NT$700?
I'll place the order immediately if you can. Thank you!"

Bargaining do's and don'ts:

✅ Do:

• Be polite and sincere
• Give a specific reason (multiple items, budget, defect)
• Name a specific price (don't just say "can you go lower?")

❌ Don't:

• Offer an outrageously low price (e.g., NT$300 for an NT$800 item)
• Use threats (e.g., "I'll leave a bad review if you won't lower the price")
• Ask for a lower price and then not buy

Common Buyer Message Templates

Question 1: Confirming measurements

"Hi, could you tell me the shoulder width, chest, and length measurements for this top?
I usually wear a size M — would your M fit me? Thank you!"

Question 2: Checking stock

"Hi, is the blue L size currently in stock?
If I order today, when can I expect it to ship? Thank you!"

Question 3: Material inquiry

"Hi, is this bag made from genuine leather or faux leather?
Is it water-resistant? Thank you!"

Question 4: Confirming accessories included

"Hi, does this product come with a charging cable,
or is that sold separately? Thank you!"

Question 5: Customization inquiry

"Hi, is custom engraving available?
If so, is there an additional charge? Thank you!"

Tips for Sellers Using Chat

Why Response Speed Matters

Response speed impacts:

• Response rate: Affects seller metrics and search ranking
• Conversion rate: Sellers who reply quickly see 30–50% higher conversion
• Buyer trust: Fast responses signal professionalism and reliability

Response time goals:

• Within 1 hour: Excellent
• Within 3 hours: Good
• Within 12 hours: Acceptable
• Over 12 hours: Hurts your metrics

Want to improve your response rate? See our Shopee Seller Customer Service Guide.

Setting Up Quick Replies

A huge time-saver.

How to set up:

1. Go to "Seller Center" → "Chat Settings"
2. Tap "Quick Replies"
3. Add commonly used responses

Suggested quick replies:

Template 1: Stock confirmation

"Hi! This item is currently in stock — order today and it ships tomorrow! 😊"

Template 2: Out-of-stock notice

"Sorry, this style is currently out of stock. We expect restocking around [date].
Would you like us to reserve one for you or recommend a similar option?"

Template 3: Sizing inquiry

"Hi! We have a detailed size chart on the product page (see image X).
Please check and feel free to ask if you have more questions! 😊"

Template 4: Thank you for ordering

"Thank you for your order! We'll ship as quickly as possible.
If you're happy with your purchase, we'd appreciate a 5-star review! 😊"

Template 5: Responding to bargaining

"Sorry, our pricing already reflects our cost — we can't reduce the price further.
But I can send you an NT$X discount voucher to use at checkout!"

Seller Response Strategies

How to handle different situations:

Situation 1: Buyer says "Are you there?"

❌ Bad:

"Yes"

✅ Good:

"Hi, I'm here! How can I help you? 😊"

Situation 2: Buyer offers an unreasonably low price

❌ Bad:

"No way, stop low-balling"

✅ Good:

"Sorry, our product is already priced competitively and we can't go that low.
However, if you buy 2 or more, we can offer a 5% discount. Please consider! 😊"

Situation 3: Buyer asks a question already answered on the product page

❌ Bad:

"It's on the product page."

✅ Good:

"Hi! That's covered in image X on the product page.
[Brief summary of the key point.] Feel free to ask if you need anything else! 😊"

Situation 4: Buyer complains about product issue

❌ Bad:

"All products are like this. Return it if you don't like it."

✅ Good:

"We sincerely apologize for the inconvenience!
We'll resolve this for you right away. Would you prefer an exchange,
a return, or a partial refund? We'll make sure you're satisfied!"

10 Mistakes Sellers Should Avoid

1. ❌ Responding too slowly (over 12 hours)
2. ❌ Replies that are too short (just "OK" or "Yes")
3. ❌ Impatient or rude tone
4. ❌ Making promises you can't keep (e.g., "It will 100% arrive tomorrow")
5. ❌ Using unprofessional language (e.g., "whatever," "I don't know")
6. ❌ Not proactively offering solutions
7. ❌ Arguing with buyers
8. ❌ Asking buyers to move to LINE for private transactions (policy violation)
9. ❌ Sharing external links
10. ❌ Leaving messages read but unanswered

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Want to improve your e-commerce customer service, satisfaction, and repeat purchase rates?

Sign up for Lion Fans to learn professional communication strategies for better customer relationships!

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Advanced Chat Techniques

For Buyers: Getting Better Service

Tip 1: Ask everything in one message

Don't fire off questions one at a time — it wastes both parties' time.

Tip 2: Use formatting to clarify multiple items

When asking about multiple variants:

"Do you have the black M + white L in stock?"

Tip 3: Screenshots help explain specific details

When asking about a product detail:

"Hi, what material is the area circled in this screenshot? (Attached)"

Tip 4: Show your intent

If you're genuinely ready to buy, let the seller know:

"If you have it in stock, I'll order right now."

Sellers are far more responsive when they know a sale is imminent.

For Sellers: Boosting Conversions

Tip 1: Proactively recommend related items

"This one is very popular! You might also like this model (product link) —
many customers buy them together! 😊"

Tip 2: Send a voucher instead of discounting the price

"I can't reduce the price further, but I can send you a NT$50 voucher
you can apply at checkout!"

Tip 3: Create urgency when stock is low

"This style only has 2 units left — I'd recommend ordering soon before it sells out!"

Tip 4: Follow up on buyers who asked but didn't order

"Hi! You asked about this item a couple of days ago —
would you like me to hold it for you?
I can offer a small incentive if you order today! 😊"

Tip 5: Thank buyers and ask for a review after delivery

"Thank you so much for your purchase!
If you're happy with it, we'd love a review —
it means a lot to us as a small seller. Thank you! 😊"

Shopee Chat FAQ

Q1: Can I delete chat messages?

You can delete entire conversations, but not individual messages.

To delete a conversation:

• Long-press the conversation
• Select "Delete Conversation"

Note: Deleting on your end doesn't remove it from the other party's view.

Q2: Can I see if the other person read my message?

No. Shopee Chat doesn't have read receipts. You can't know if the other person has seen your message.

Q3: Is a seller breaking rules if they don't respond?

There's no explicit rule on response time, but response rate affects seller metrics. Sellers should aim to reply within 12 hours.

Q4: Can I block a harassing buyer or seller?

Yes.

How to block:

1. Open the conversation
2. Tap the "..." icon in the top right
3. Select "Block"

Once blocked, the person can no longer send you messages.

Q5: Can I send videos in Chat?

No. Currently supported content types:

• Text
• Images (max 10MB)
• Emojis
• Product links

Q6: Will a seller blacklist me for bargaining?

No. Bargaining is a normal part of the transaction. As long as you're polite, sellers won't block you for it.

However, if you repeatedly bargain and then never buy, sellers may stop prioritizing your messages.

Q7: Can I share my LINE in Chat?

Not recommended — it may violate Shopee's policies. Sharing external contact details or requesting off-platform transactions is prohibited. If reported, accounts may be suspended.

Best practice: Keep all transactions within the Shopee platform for full protection.

Q8: A seller says I need to add them on LINE to get a discount. Should I?

Do not do this — it's a scam. Legitimate sellers will never ask you to move off-platform. If a seller makes this request:

• Ignore it
• Report the seller
• Find a different seller

Want more fraud prevention tips? See our Shopee Fraud Prevention Complete Guide.

Q9: Can Chat messages be used as evidence in a dispute?

Yes. If a return or refund dispute arises, your Shopee Chat conversation history can be used as evidence.

Recommendation:

• Ask sellers to confirm important commitments in Chat
• Screenshot important conversations

Q10: What should I do if the seller reads my message but doesn't reply?

Wait, or find another seller.

Possible reasons:

• Seller is busy
• Message was missed
• Complex question being prepared

Suggested action: Wait 6–12 hours, then:

• Send a follow-up message
• Try a different seller
• Contact Shopee customer service

Want to know how to reach customer service? See our Shopee Customer Service Contact Guide.

Key Takeaways: Buyer and Seller Communication Strategies

Shopee Chat is the bridge between buyers and sellers. Use it well and you'll improve both the shopping experience and conversion rates.

For Buyers

Remember these 5 things:

1. Ask all your questions at once to save time
2. Be polite, specific, and clear
3. Bargain reasonably and explain your reason
4. Ask sellers to confirm important commitments in Chat
5. Never agree to off-platform transactions (no buyer protection)

For Sellers

Remember these 5 things:

1. Reply quickly (target 1–3 hours)
2. Set up quick reply templates to save time
3. Stay professional and polite at all times
4. Proactively offer solutions
5. Use Chat to close sales (send vouchers, recommend products)

Further Reading

Related articles:

• Complete Shopee Shopping Guide
• Complete Shopee Review Guide
• Shopee Seller Customer Service Guide
• Shopee Customer Service Contact Guide
• Shopee Fraud Prevention Complete Guide

Take Action

For buyers: Next time you shop, use Chat to confirm all the details before ordering — it prevents receiving something that doesn't match your expectations.

For sellers: Set up your quick reply templates right now to improve response efficiency and boost conversions.

If you're an e-commerce seller looking to improve customer service and satisfaction, sign up for Lion Fans to learn professional communication strategies.

Want more e-commerce tips? Visit the blog for more practical content.

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References

1. Shopee Chat Feature Documentation — Shopee Official
2. E-Commerce Customer Communication and Service Techniques — Taiwan E-Commerce Association
3. Online Bargaining Behavior Research — Eastern Online, 2024
4. Impact of Response Rate on Conversion Rate — Institute for Information Industry
5. E-Commerce Seller Customer Service Best Practices — Commerce Development Research Institute