Hi, how can we help?

English | Bahasa Malaysia

Submit and track your enquiries easily within the Shopee app using the My Enquiries feature! You can find the enquiries you have raised displayed in the My Enquiries tab.

Where to find the My Enquiries tab?

Step 1: Go to the ‘Me’ tab

Step 2: Scroll down and click on 'Help Center'

Step 3: Go to the bottom of the page and click on ‘My Enquiries’

💡 Tip: Click to unfold previous messages to view them

How to use the My Enquiries feature?

You can filter your enquiries by clicking on the ‘Ongoing’ or ‘Closed’ tabs.

1. Ongoing: Enquiries still pending resolution.
2. Closed: Enquiries that have been completed within the past 30 days.

Upon clicking on an enquiry, you can view information about your case, message history and the latest replies.

💡 Tip: You may reopen a completed enquiry by clicking on the ‘Contact Agent’ button

What to do if I don’t receive an update from a Customer Service agent?

Use the ‘Nudge’ button to remind the agent to respond if you see no update on your enquiry.

⚠️ Important note:

1. A red dot will appear in the My Enquiries tab when you receive a response from an agent or when the status changes to ‘Your Action Required’, Enquiry Completed’ and Enquiry Solved’
2. Enquiries with unread updates will be highlighted in a pink background
3. The status of your enquiry will display ‘Enquiry Completed’ if you do not respond within 3 days once the status is shown as ‘Enquiry Solved’