SELLER OPERATIONS SERVICES

Tips for providing excellent customer service

Customer Service : First Impression Matters
Customer service starts when potential buyer begin to have expectations and perceptions of your store and usually happen before
they buy from you. Below are areas of concern to create a good first impression to your potential buyers.

Decorate your store

Easy Navigation
Present your store professionally
Tag products under correct categories and
(clear pictures) to allow buyer to
subcategories for them to find it with ease.
have confidence to buy from you.

Aware of the performances

Always be alert to your store Customized Shop Description
performance. Some buyer may turn A helpful, polite and speedy customized
away if you are not in your top reply can bring you a long way.
performance.

SELLER OPERATIONAL SERVICES

Customer Services 2
How to convert potential customers into your sales?
It’s interesting to know that you could potentially turn your viewer into your customer. Customized your content in easy to understand
ways.

Understand your customer. Hone your message

Understand well of your buyers and The words you choose in your
viewer’s background and needs, titles, descriptions and attributes
and create a user-related content. can have a significant effect on
user engagement.

Pay attention to your contents Take a tactical approach to

flow Design
Look for problems in the flow of A professionally taken picture will
your conversion funnel to see if will be more appealing to your
there could be functional issues or buyer
some cause of confusion.

SELLER OPERATIONAL SERVICES

Customer Services- Before Sales 3
Community Rules about the Do’s and Don’ts

Sell, not advertise Avoid:

1. Overpromising on special
List products that you are intending requests.
to sell on Shopee. 2. Redirecting buyers to purchase
outside.

Avoid:
1. Putting irrelevant search terms in
Make your listing shine the title and description.
“A picture says a thousand words” 2. Create multiple listings of the
same product.
3. Misleading pricing.

SELLER OPERATIONAL SERVICES

Community Rules 4
Community Rules about the Do’s and Don’ts

Avoid:
Be respectful 1. Collecting and using others
personal data without their consent
No vulgar language, hate messages (e.g. contact details, photo).
or spam. 2. Using someone’s identity as your
own for credibility purposes.

Maintain an excellent selling Avoid:

record 1. Dishonest descriptions and product
pictures.
Keep track of your performances and 2. Late respond to buyer’s queries .
ratings. 3. Canceling buyer’s orders without
Check and respond to buyer’s informing them the reason of
feedback / comments and ratings cancellation.

SELLER OPERATIONAL SERVICES

Community Rules 5
Tips to connect with your customers

Updates of order
Go the extra mile to teach them how to
search for these updates as well using
Shopee App.
Utilise live chat
Be reply to your queries
quicker would leave
positive feelings to buyer
especially during
campaign periods.

Speak their language

Let them feel connected.

SELLER OPERATIONAL SERVICES

Connect with your customers 6
How to build customer confidence?

Personalise replies Follow up with the customer

Address their name and query, make them feel they Check if they are happy with the order and remind
are being heard, understood and appreciated. them to give you a rating after they completed the
order.

Reply to ratings and comments

A simple thank you there may let other buyers see
that you cared and you will check your customer’s
Seller’s tips
feedbacks.
Buyer will receive 5 coins for each
product they rate if the rating contain at
least 1 picture and 50 characters review.

SELLER OPERATIONAL SERVICES

Connect with your customers 7
How to handle complaints and bad comments

Research the claim Really listen and offer support

Understand why they complaint then only Sometimes it’s not about money or refunds
you can help them accurately. that make them happy. They may be
complaining about the courier service
provider..

Don’t challenge their complaint Implement a resolution process

No point to make them angrier; You can Familiarize yourself with common
suggest them an alternative solution and questions and their solutions.
make them feel you try your best to help.

SELLER OPERATIONAL SERVICES

Complaints and Bad Comments 8
What is Shopee webchat portal?

Generate more Achieve high

Communicate
sales operational
clearly
efficiency

● Clarify buyer’s questions

● Answer buyers promptly
about your products to ● Refer to specific order
and more efficiently using
drive better conversion details or a product while
pre-saved shortcut
● Recommend other products chatting with buyers to avoid
messages and auto reply
to expand buyer’s basket miscommunications
● Manage buyer chats
● Enjoy access to Shopee’s ● Send additional images and
effectively by highlighting
Preferred Seller by product details to clarify
chats that require
maintaining good chat questions
follow-ups
response rate

SELLER EDUCATION HUB

OVERVIEW OF WEBCHAT PORTAL 9
Accessing Webchat
Login Seller Center > Click on Chat / Open Webchat Link (https://seller.shopee.com.my/webchat/)

Insert Weblink

Click Here

SELLER OPERATIONS
Customer Service 10
Six key feature of webchat

Announcement Customize
My Contact
messages
Keep sellers
Search for
updated on the Add product
users, filter and
new releases of information,
messages
Webchat photos and
starring
features stickers

Shortcut Order
Auto reply
messages management
Pre-save the Setup a friendly Find specific order
frequently asked auto reply details and manage
answers message orders

SELLER EDUCATION HUB

KEY FEATURES OF WEBCHAT 11
Webchat feature
Chats Information allows you to grasp which chats
1 2 are pending to be attended as well as which are yet to
be responded speedily.

1 Notifications
- Contains webchat related notifications that needed your
attention.

3
2 My Settings
- Configure Chat Settings
- Pre Saved Messages, Auto Replies, Notifications

3 Filter Messages
- Select Unread, all or starred chats for easy follow up.
4
4 Individual Chat Management
- Mark “Unread” to follow up later
- Mark “Starred” for OOS orders / special request orders

SELLER OPERATIONS
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Webchat feature
Order Information can be viewed in a
glance with a compiled overview here.
1
1
1 User Details
Display buyer’s username, are they a recurring buyer and
rating for previous orders.

2 2 Order Categories
Simple navigation to see current and previous order status

3
3 Order Details
Click on Share Link to discuss with buyer about this order.
Click on View Details to checkout order details in “My
Sales” page

4 Order Management
4 Approve / Reject requests by buyers within the chat.

SELLER OPERATIONS
Customer Service 13
What are the ways I can customize my messages to buyers?

Customize your messages with these

engaging multimedia and interactive
features on webchat:

1 Sticker
Seller can send Shopee stickers.

2 Photo
Seller can select and send up to 10 images at a
time.

1 2 3 Product information
3
Seller can send product information.

SELLER EDUCATION HUB

KEY FEATURES OF WEBCHAT: CUSTOMIZE MESSAGES 14
How to add a sticker?

Soften the tone of your chats, make it cute and friendly:

Go to “Sticker” icon >> Click on the sticker

Sticker

SELLER EDUCATION HUB

KEY FEATURES OF WEBCHAT: CUSTOMIZE MESSAGES 15
How can I send additional picture to buyer?

Picture speaks a thousand word,

show them pictures of the product in
other angle, how you package the product
to build customer’s confidence:

Go to “Photo” icon >> Choose desirable

photo >> Send
You can upload up to 10 images at a
time.
Seller’s tips
Photo
1. Photos help to reduce miscommunication on
products and avoid unnecessary returns, which
in turn improve shop’s fulfillment performance.
2. Reduce enquiries from buyers requesting for
more photos by including them in your product
information.

SELLER EDUCATION HUB

KEY FEATURES OF WEBCHAT: CUSTOMIZE MESSAGES 16
How can I send other product to buyer?

Recommend other products you are

Search bar selling in your store so that they are
eligible to use (if any) vouchers and free
shipping vouchers

Go to “Product” icon >> Search for

recommended Item >> Send

Seller’s tips
Product Share similar or relevant products
with the buyer’s previous purchase
or interest to increase the potential
of getting more sales.

SELLER EDUCATION HUB

KEY FEATURES OF WEBCHAT: CUSTOMIZE MESSAGES 17
What is message shortcuts?

A shortcut message is a pre-saved message where

seller can easily select to send to buyers.

*Accessible via phone and computer browser

Seller’s tips
Shortcuts
Setup shortcuts to the commonly asked questions to
save time replying buyers

SELLER EDUCATION HUB

KEY FEATURES OF WEBCHAT: SHORTCUT MESSAGES 18
How can I setup my message shortcuts? (1 of 2)

Seller can set the shortcut message in “Chat Settings”

Go to My Settings >> Chat Settings >> Message Shortcuts

SELLER EDUCATION HUB

KEY FEATURES OF WEBCHAT: SHORTCUT MESSAGES 19
How can I setup my message shortcuts? (2 of 2)
1 2
3 automatically suggest the
SELLER EDUCATION HUB
KEY FEATURES OF WEBCHAT: SHORTCUT MESSAGES
Message Shortcuts Settings
1. Hint
By turning on the hints for
shortcuts, the system will
matched messages.
2. Tips
Clicking on “Tips” button, the
demonstration video will show
how does the hint function works.
3. My Messages
Seller can add up to 20 shortcuts.
20
How do I setup my autoreplies?

Seller can set the shortcut message in “Chat Settings”

Go to My Settings >> Chat Settings >> Auto Reply

SELLER EDUCATION HUB

KEY FEATURES OF WEBCHAT: AUTO REPLY 21
 Sample of Auto Replies
Recommended Content in Auto Replies <Autoreply>
Hello, thank you for visiting ABC store. We will look into your
1. Indicate this is an autoreply
query soonest possible. Our working hours is 8.30am-6.00pm
2. Basic greeting (Mon to Sat). Please bear with us as sometimes we may reply
3. Operational hours slightly late. All our stocks are ready stocks and we usually
send it on the same day or latest to send it on the next working
4. Logistics preparations day. Thank you for your understanding :)
5. Brand representations
6. Specialization in which category
7. Simple thank you *Avoid using short forms

Sample of the auto-reply from other sellers:

Seller’s tips
- Autoreplies does not count as a reply
for chat response rate. But reply with
Emoji / pictures counts.
- You can only input up to 500
characters for your autoreplies.

SELLER OPERATIONS
Customer Service 22
Commonly Asked Questions

Before Sales After Sales Delivered

1. Hi is this available? 1. I ordered with the wrong 1. I received damaged item, how
2. Got other colour / design? address, how to change my to exchange?
3. Got box for this? address? 2. Why item looks different in
4. Buy more got discount? 2. How do you pack the parcel? picture?
5. Got free gifts? Please make sure it is well 3. I ordered red but why you give
6. Can pay with installment? packed. me blue?
7. Got warranty? 3. Can I self collect? 4. Why the order completed but I
8. Is this original? 4. Shipped my order already? haven’t receive?
9. How long does to take to send 5. Where is my order now? 5. Where is the free gift you
it to Kelantan? 6. Why no Free Shipping? promised?

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 Example of how to respond to common questions (1 of 2)
Topic Situation Examples of answers
Welcome! Thank you for expressing the interest. We do have the product available in [sizes, colors, etc]. But I only have 2 units of
Product variation it left, do place the order soonest possible before the stock is being purchased by other user.

Hi! Please refer to the attached size chart to select the appropriate sizing [attach photo]. I also like to recommend you to take a
Product Size chart slightly larger size as this material will shrink slightly after a few wash.
information
Ready in stock Yes, we have [this product] in stock and we will ship out within 2 days using Poslaju.

Good day to you! So sorry that the product you’re interested in is not available in your desired size/ color, I would like to
Recommendation recommend the similar product which available in your size/color [link].

Hello, thank you for placing an order here. Usually Bank Transfer payment will need 1-3 working days to be verified by Shopee
Payment Status and updated for me to ship. Maybe you can try to use Pay with 7-Eleven or online banking in future which can instantly update.
Thank you.

Hi! We're in the process preparing your order and expect to ship out by [date]. You will receive a notification when the item is
Order status Status of the order shipped out. To check from Shopee App > Me > My Purchase > To Ship / To Deliver > Find Order > Shipping Information. Thank
you.

Hello! We have shipped your order on [shipped out date]. You can track your order status by referring to the tracking number
Shipping [tracking number]. To check from Shopee App > Me > My Purchase > To Ship / To Deliver > Find Order > Shipping Information.
Thank you.

SELLER EDUCATION HUB

HOW TO RESPOND TO COMMON QUESTIONS? 24
 Example of how to respond to common questions (2 of 2)
Topic Situation Examples of answers
Welcome. You can track your order by the tracking number [tracking number], from [logistics provider name]. To check from
Tracking number Shopee App > Me > My Purchase > To Ship / To Deliver > Find Order > Shipping Information. Thank you.
Order status I am so sorry that you have not receive the item. You can extend Shopee Guarantee since it is pending for delivery. Currently the
Not receive an order item is at [Courier Branch] and maybe they will send it to you in 1-2 days. Do let me know if they have not send it to you before
[Date].
Hello, so sorry for the inconvenience. Will it be OK for you to request for refund for the missing item? I will accept the refund
Missing item request. .

Hi! Sorry for the inconvenience. We will ship out the correct item as the return process has completed. Please help to send back
Post Order Wrong item the wrong the item to the address [shop's address] and upload the proof of shipping. We will keep you update on the status.
Support Thank you!

I am sorry to hear that you have received a damaged item. Please remember to request for refund and send us the photo of the
Damaged item damaged item so we will help to process for the refund. Thank you.

Hello, thank you for buying from our store. I hope you like our service and I will appreciate it if you can rate the items you
Extra Mile Order Completed purchased. This will help our store a lot 1 picture and 50 character comments. Here is also a voucher specially for you so you
can save more in your next purchase. Thank you.

SELLER EDUCATION HUB

HOW TO RESPOND TO COMMON QUESTIONS? 25
What Other Sellers Do?

Complete Details
- Reduce the chances of buyer asking.
- Seller can copy paste / refer back to product for answers

Alternative Explanation
- Insert a short how to use video to your product.
- Take picture showing condition where item working correctly.

Seller’s tips
You can upload a short video (60s) to your product
listings via Shopee App.
Seller Assistant > Product > Edit > Add Photo / Video

SELLER OPERATIONS
Customer Service 26
 Thank you
Learn more about best practices for selling on Shopee on Seller Education Hub:

https://seller.shopee.com.my/help/start