Chat Response Management Shopee & Lazada
Slow Replies Are Costing You Sales Right Now
A buyer asks about sizing, shipping time, or whether a product comes in a different color. They send the message and wait.
If you reply in ten minutes they are still warm and ready to buy. If you reply three hours later they already ordered from someone else. The sale is gone and you never even knew it was there.
This happens across every product category, every day, on both platforms. And the buyers who do not get a reply fast enough rarely come back to ask again.
Why Response Time Affects More Than Just Customer Service
Slow replies do not just lose you individual sales. They pull down your store’s performance score on both platforms.
Both Shopee and Lazada track your chat response rate and use it as one of the factors that determines how visible your store is, whether you qualify for campaigns, and whether you can maintain Preferred or LazMall seller status.
A low response rate triggers penalties that reduce your traffic and your eligibility for platform promotions. Getting chat right is not just about being polite to buyers. It directly affects how the platform treats your store.
The Rules Each Platform Sets
Both platforms have specific rules around how fast you need to respond and what counts as a valid reply. Auto-replies do not count on either platform. Only a real, manual response keeps your metrics healthy.
Need More Help?
We also provide the following services, as well as comprehensive Lazada and Shopee packages.
Store Promotion
We handle all your promotions so your store never goes quiet between campaigns. Sales keep moving forward.
Campaign Management
We submit your products to the right campaigns, prepare your store before the big day, and review results after.
Affiliate & KOL Management
We do the KOL hunting so you don’t have to. Every creator we recommend is active, relevant, with the numbers to back it up.
Ads Management
We handle your ad keywords, bids, and budget so you stop wasting money on clicks that never convert.
Lazada
Lazada runs on a same-day cycle. Any message received from 6pm the previous day to 6pm today needs to be answered by 7pm today.
Lazada also tracks a separate metric called the 10-Minute Response Rate which measures how many conversations started between 8am and 11pm you reply to within 10 minutes.
The healthy target Lazada sets for this is 50% and above. Your Chat Same-Day Response Rate is one of the criteria Lazada checks before letting you join campaigns and platform promotions. Miss the threshold and you lose access to those opportunities.
Shopee
Shopee gives sellers a 12-hour window to reply to every new message. If you miss that window the conversation counts as unanswered and your Chat Response Rate drops.
Shopee recommends keeping your CRR at 90% or above. Sellers need a minimum of 85% to qualify for Preferred Seller status.
If your rate falls below 70% as a Preferred Seller you get removed from the program. And if it falls low enough Shopee starts suspending seller privileges entirely.
What We Handle
We respond to buyer messages on your behalf across both platforms. This includes pre-purchase questions about products, shipping times, sizing, availability, and anything else a buyer asks before placing an order.
We keep your response rate healthy, your replies consistent, and your buyers moving toward checkout.
How It Works
Each plan runs on a credit system. One conversation thread equals one credit. We cover your chat from Monday to Sunday, 9am to 9pm Bangkok time, and we respond within one hour during coverage hours.
If your monthly credits run out before the month ends you can top up with additional packs. Credits expire at the end of each month and do not roll over to the next.
Pricing
Pick the plan that matches your current chat volume. If you are not sure how many messages you get in a month, start with Starter and top up as needed.
Need more than 200 chats per month? Contact us for a custom quote.
Ready to Start?
Fill in the contact form below and tell us about your store. Let us know which platforms you are on and roughly how many buyer messages you get in a typical month.
We will come back to you with the right plan and get your chat coverage set up so no buyer message goes unanswered again.
Send Us Your Store Details
The more detail you share, the better we can help.
Get Our Comprehensive Package
Prefer to have one-stop service? Check out our complete packages for Lazada and Shopee.
Shopee SEO
Our Shopee service includes competitor analysis, store and product optimization, store audit report, and a lot more.
Lazada SEO
Our Lazada service includes competitor analysis, store and product optimization, a full strategy, and a lot more.
