Upcoming Updates

• 12-Hour Response Rate will be added to your Shop Health page.
• No more Violation Points for missing chat targets.

• Strong performance in 12-Hour Response Rate will boost your Store Rating and replace the 24-Hour Response Rate

• Chat Satisfaction Rate & Average Response Time will be added to your Shop Health page
• Strong performance in these will also boost your Store Rating

Why Does Good Communication Matter?

• Improve customer satisfaction, which can lead to more repeat buyers and stronger loyalty
• Gain eligibility for Campaigns, Flash Sales, and Affiliate Marketing Tools by boosting your Store Rating performance
• Qualify for exclusive seller programmes like Mall and Star Shop

🎯 What communication targets should I aim for?

• Chats received while in holiday mode.
• Chats initiated by the Seller (including broadcasts).
• Chats resolved by automated replies and FAQs.
• Chats from customers you have blocked.

Where can I find my current communication metrics?

• Shop Health
• Store Rating

How do I improve my customer communication metrics?

Click here to access Chat Automation Tools

FAQ

• You should respond to all messages from customers, including text, stickers, emojis, photos and order/product cards. This applies to messages received on regular days, weekends, and holidays.
• A reply includes a response from you or has been resolved by an automatic reply.

• If a seller is not planning to monitor their shop, including during public holidays, we recommend using the 'Holiday Mode' feature to temporarily close their shop and inform buyers about their absence. While a seller's shop is in Holiday Mode, customer service performance will not be assessed.