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[Customer service] How do I contact Shopee Customer Service?
There are three ways to get in touch with Shopee Customer Service.
- Through our live agent chat feature on the Shopee App.
- Internet call
1. Live agent chat feature on Shopee App
You can go to the Me tab > Chat with Shopee.
As live agents may take a while to respond, you can type keywords or phrases related to your issue within the chat. Our chatbot assistant, Sophie, will suggest relevant articles to assist you in resolving your issue.
An example of keywords or phrases would be “damaged orders”.
⚠️Note
Live chat agents are available from Mondays to Sundays (including Public Holidays), 24 hours.
2. Internet call
Internet call is a function that allows you to contact customer support without any charges. This feature enables seamless communication between users and the customer support team.
To ensure a smooth experience, it is essential to have a stable internet connection.
Here are the step-by-step instructions on accessing and utilising the Internet call feature in the Shopee app.
- Open the Shopee app on your device.
- Log in to your account if you haven't already.
- Select the Me icon located at the bottom right corner of the screen.
- While on the Me page, scroll down to find the Help Center option. It is located at the bottom of the page.
- In the Help Center, locate and select the Internet Call option.
- Select Buyer or Seller
- Select your role on the platform, whether you are a Buyer or a Seller.
- Select Inquiry Type
- From the available options, choose the most relevant inquiry type that best matches the reason for your call. For example, you might select Order Status, Refund, Account, or any other relevant category.
- Select the Order for Inquiry.
- If your inquiry is related to a specific order, you will be prompted to select the order number from the list of recent purchases.
⚠️Note
If you are not hearing any feedback during the internet call, it is crucial to check your internet connection. Ensure that you have a stable and reliable internet connection on your device.
Our Customer Service internet call is available from Mondays to Sundays (including Public Holidays), 8am to 10pm.
Our Live chat agents are available from Mondays to Sundays (including Public Holidays), 24 hours.
You can check your Ongoing and Closed cases from your Shopee App > Me tab > Scroll down to Help Center > Scroll down to My Enquiries > Find the case from either All, Ongoing or Closed tab.
