Below is a clear breakdown of the 4 key messaging scenarios every seller should understand.

1. Buyer Replied Within 24 Hours (Free Reply Window)

If the buyer has replied within the last 24 hours, sellers can respond freely without restrictions.

This is the best time to:

• Answer product questions quickly

• Confirm order details

• Provide updates or clarification

During this period, communication is fully open and real-time.

2. Buyer Replied More Than 24 Hours but Less Than 7 Days Ago

If the buyer’s last reply was between 24 hours and 7 days ago:

• Sellers can send up to 5 follow-up messages

• No buyer response is needed to continue within this limit

• Once the 5-message limit is reached, further messages will not be delivered until the buyer replies

This rule still applies even if there is:

• A recent order (within 30 days), or

• An ongoing return/refund case

Sellers should use these 5 messages wisely and avoid unnecessary follow-ups.

3. Buyer Has Not Replied for More Than 7 Days

If the buyer has been inactive for more than 7 days:

• The chat will be blocked

• Sellers cannot send new messages or restart the conversation

This rule helps prevent inactive chat threads from being spammed and keeps communication focused on active buyers.


 

4. Recent Order or Active Return/Refund Case

If the buyer has:

• Placed a recent order within 30 days, or

• An ongoing return/refund request

Sellers are still allowed to send up to 5 messages without buyer response, similar to the 24-hour–7-day rule.

However, once the limit is reached, messaging will be restricted until the buyer replies.


 

What Happens When Limits Are Reached?

• A yellow warning banner will appear in chat

• The message box will be disabled temporarily

• Sellers must wait for buyer response before continuing

Once the buyer replies:

• Messaging resets

• Sellers regain normal reply access within 24 hours

Better Systems, Better Selling

Working within chat message limits on Shopee means sellers need to be more intentional with every interaction. At the same time, many sellers are also juggling listings, orders, stock, and multiple platforms. BigSeller brings these tasks together in one system, helping you keep operations organised, reduce manual work, and avoid issues like overselling while managing Shopee and other channels.

If you want a more structured way to run your store, try BigSeller for free today, with a 7-day VIP trial coupon available to explore our full features.

 

Source

Chat Messages Limitation