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[Delivery] What is In-app Chat?
English | Bahasa Malaysia
In-app Chat is a messaging platform within the Shopee app that allows users to communicate directly with sellers, Shopee customer service, and delivery drivers (currently available for SPX drivers only, with more to come in future). From 21 April 2025, delivery-related communications between users and delivery drivers will gradually transition to In-app Chat. This upgrade aims to streamline interactions and enhance your order tracking experience.
⚠️ Important Note: Please enable Shopee app notifications to stay updated on your deliveries.
Step 1: Go to the Me tab
Step 2: Click on the Settings icon
Step 3: Click on Notification Settings
Step 4: Click on Push Notifications
Step 5: Toggle On the relevant Push Notifications
How to Access In-app Chat
Follow these steps to access In-app Chat:
1. Homepage
Step 1: Click on the Messages icon
Step 2: View Chat Log
2. Order Delivery Page
Chats with Delivery drivers will be labelled “Delivery Driver” to avoid confusion.
How to Chat with Delivery Drivers via In-app Chat
Step 1: Select the Delivery Driver handling your order
Step 2: Click on Type a message
Step 3: Enter your Message and Send
Communication Tips
Keep your messages short and clear.
Avoid lengthy chats—delivery drivers are often on the road.
- Ensure your request is reasonable.
✅ Reasonable Requests:
- "Please leave the parcel at my doorstep."
- "Call me upon arrival."
❌ Unreasonable Requests:
- "Deliver at exactly 3:15 PM."
- "Change my delivery address now."
- "Buy me iced coffee, thanks."
Messaging Etiquette: Do's and Don'ts
Scenario | Good response ✅ | Bad response ❌ |
Out for delivery message | · “OK, sure” · Providing clear instruction to the delivery driver before delivery, eg. “Please help to pass to my neighbour, thank you” · “What time are you arriving?" | · Rudely checking parcel whereabouts, e.g. “Walao, where is my parcel?” while the parcel is still out for delivery · Repeated questioning, e.g. "Why is it taking so long?" |
Providing Instructions ahead of time | · "Place it in front of the gate or at my guardhouse” · “Could you please ensure my parcel is delivered today, as I need it urgently?” | · Selectively specific delivery instructions that add additional stress on delivery drivers · E.g. “Deliver to my friend’s house instead of 3:15 pm” · E.g “Bang beli kopi ais satu bagi saye, tqtq” |
Parcel delivered | N/A | · Instructions given to driver after parcel is delivered · E.g. “Please deliver my parcel to my office instead, thanks” · Requesting for additional Proof-of-Delivery to be sent via the chat, e.g. “Send the proof-of-delivery in this chat” |
Parcel delivered to the correct location, but with an issue | Kindly contact our Shopee Customer Service instead of the delivery driver. | |
⚠️ Key Information for Buyers:
Communication is with the Appointed Delivery Driver
Please be advised that any interaction through the in-app Chat with delivery drivers will be directly with the assigned third-party delivery driver and not with Shopee’s representative.This channel is strictly intended for delivery-related enquiries.
Buyers are advised to communicate respectfully and limit conversations to delivery-related matters only.
Responsibility for Communication Content and Conduct
The delivery driver and buyers are solely responsible for their content, language, tone, and conduct during any communication (regardless of message or call).
Shopee provides the in-app Chat to facilitate communication on delivery status only and is not responsible for any communication by delivery drivers and buyers in the in-app Chat.If there is any misconduct by the delivery driver, buyers are encouraged to report the issue through the Feedback & Suggestions Webform, and Shopee will escalate the issue to the relevant logistics partner for their investigation.
Chat History is Accessible to by Shopee and the appointed logistics delivery partner
For the purpose of service quality monitoring, complaint resolution, and operational improvement, all chat history from the in-app Chat will be accessible to both the logistics partner and Shopee. Refer to Shopee’s Privacy Policy and the relevant logistics partner’s privacy policy to learn more about the collection, use, disclosure, and processing of your data.
Response Time and Feasibility of Delivery Requests
Drivers may take time to respond and will accommodate requests based on feasibility and their availability to ensure driver safety.
Complaints: Missing Parcels or Delivery Drivers' Behaviour
To verify delivery, you can learn how to check the Proof of Delivery (POD). If the POD is unclear, raise a complaint through our Pick Up / Drop Off Enquiries Webform. For offensive language or rude behaviour, report the delivery driver through our Feedback & Suggestions Webform.
⚠️ Important Reminders:
🚨 Check Your Notifications: Ensure your Shopee app notifications are turned ON to receive updates.
📌 Respectful Communication: Be courteous to delivery drivers and do not share sensitive personal information.
💡 IAC is for Delivery Concerns Only: For other issues (e.g., order problems, payments), contact Shopee Customer Service.
By using In-app Chat, you can enjoy a more seamless, transparent, and responsive delivery experience.