What Are Shopee Chat Violations?

Chat violations happen when a seller misuses the Shopee Seller Chat feature in ways that break Shopee’s rules. This usually involves:

1. Being rude or abusive
You can’t use bad language, insult, or threaten buyers. Shopee wants all communication to be polite and respectful.

2. Asking buyers to cancel orders
Telling buyers to cancel just because it’s easier for you (e.g., you ran out of stock or changed your mind) is not allowed. It creates a bad experience for the buyer.

3. Telling buyers to buy outside Shopee
If you tell a buyer to pay you directly via bank transfer, WhatsApp, or another app, that’s a big violation. All sales must stay within the Shopee platform.

4. Sending spam
Sending the same message many times or sending messages that don’t relate to the buyer’s order (like ads or promotions) is considered spam and is not allowed.
 

How to Avoid Shopee Chat Violations

To keep your seller account safe and trusted, it’s important to communicate with buyers in the right way. Here’s how:

1. Be Polite and Professional

Always speak nicely to buyers. Even if they’re upset or rude, stay calm and answer politely.

2. Don’t Ask Buyers to Cancel Orders

Unless it’s really necessary (like the item is out of stock), don’t ask buyers to cancel. Follow Shopee’s rules if a cancellation is needed, and never pressure them in chat.

3. Keep Everything on Shopee

Only chat and sell through Shopee. Don’t ask buyers to pay you through bank transfer or contact you on WhatsApp, Facebook, etc. That’s against Shopee’s rules.

4. Don’t Send Spam

Avoid sending too many messages or messages that aren’t related to the buyer’s order. Don’t promote other products or shops in chat, it can be seen as spam.

Following Shopee’s chat rules is one part of the puzzle, responding quickly is another. A low response rate can also affect your performance. Read this guide to improve your Chat Response Rate (CRR).

Penalties for Shopee Chat Violations

If you break the chat rules on Shopee, your account can be punished. The punishment depends on how serious the rule-breaking is, and whether you’ve done it before.

Possible penalties include:

1. Temporary Chat Suspension
Shopee might block you from using the chat feature for a while.

2. Points Deducted from Your Performance Score
Your seller performance rating can go down, which affects your store’s reputation.

3. Account Warnings
Shopee may send you a warning message to remind you not to break the rules again.

4. Permanent Ban
If you break the rules too many times or do something very serious, your shop can be permanently banned.

It’s important to note that these penalties can directly affect your shop's visibility and credibility on the platform.
 

Reporting Shopee Chat Violations

If you see another seller breaking Shopee’s chat rules (being rude, asking to move transactions off-platform, spamming, etc.), you can report them to Shopee. Shopee’s team will review the case and take the right action. This helps keep Shopee fair, safe, and professional for everyone.

Shopee takes chat violations seriously because they can ruin trust in the platform. As a seller, you should:

• Be respectful in chat

• Follow Shopee’s rules

• Keep all orders and payments on Shopee

Doing this helps you avoid penalties and earn buyer trust, which is important for long-term success in your online business.
 

Ready to Avoid Penalties and Stay Compliant?

Understanding and following Shopee’s chat rules is essential if you want to maintain a good reputation and avoid penalties. But as your store grows, keeping everything in check, especially communication can get messy.

BigSeller helps simplify this. With features like order syncing, auto status updates, and centralised customer info, you’re less likely to make mistakes that lead to chat violations like asking for cancellations or sending the wrong info. You’ll also spend less time switching between apps, which reduces errors and keeps communication focused.

Start using BigSeller for free to manage your Shopee store more efficiently and reduce the risk of penalties. Try BigSeller now!

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