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[Delivery] What is SPX In-app Chat (IAC)?
English | Bahasa Malaysia
In-app Chat (IAC) is a messaging platform within the Shopee app that allows users to communicate directly with sellers, Shopee customer service, and SPX couriers. From 21 April 2025, all delivery-related communications between users and couriers will transition to IAC. This upgrade aims to streamline interactions and enhance your order tracking experience.
⚠️ Important Note:
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
- Please enable Shopee app notifications to stay updated on your deliveries.
How to Access In-app Chat
Follow these steps to access In-app Chat:
Homepage
Step 1: Click on the Messages icon
Step 2: View Chat Log
Order Delivery Page
Couriers will be labelled clearly to avoid confusion.
How to Chat with Couriers via IAC
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—our couriers are often on the road.
✅ 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 instruction to the courier before delivery, “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 · Rude replies, 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 to 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” |
Parcel delivered to the correct location, but with an issue | Kindly contact our Shopee Customer Service instead of calling the rider. | |
⚠️ Note:
- Drivers may take time to respond and will accommodate requests based on safety and feasibility.
Complaints: Missing Parcels or Rude Couriers
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 courier 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 couriers 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.
