Shopee hotline number? Operating hours and detailed instructions on how to contact

Contacting Shopee's customer service hotline is a quick way to connect with their representatives when needed, but it comes with a cost of 1,000 VND per minute. For a free alternative, you can chat with Tép Thám Tử, interact with their customer service team, or submit a contact form.


Shopee is one of the leading e-commerce platforms in Vietnam with a large number of users, including both buyers and sellers. As a result, there is a great demand for finding and contacting the Shopee hotline to get more information, as well as for inquiries, complaint handling, etc. If you are a Shopee user but don’t know the customer service hotline number, then follow this article right away.

Shopee hotline number and how to contact

What is the Shopee hotline number?

Similar to most other businesses in the market, Shopee also provides customer service through phone. The Shopee hotline number is 1900 1221, which is responsible for advising and providing customers with information on issues related to buying and selling on the e-commerce platform. At the same time, this hotline will also guide you on how to download the Shopee app, how to place an order on Shopee, how to cancel a Shopee order, and so on.

The hotline operates from 6 AM (today) to 1 AM (tomorrow), every day of the week (from Monday to Sunday). However, on holidays and Tet (Lunar New Year), the hotline will only operate from 8 AM to 5 PM. When calling this hotline, the call charge will be 1,000 VND per minute.

How to contact the Shopee hotline

When calling the number 1800 1221, you will hear an automated voice providing 2 options: 

Press 1: To get assistance with issues related to Shipping, Complaints, Returns – Refunds.

Press 2: To get assistance with other issues.

Moreover, this automated voice also provides you with a way to contact ShopeePay (1900 6906) and ShopeeFood (19002042) when encountering problems.

At that point, you proceed to press either button 1 or button 2 to get assistance, and the hotline will provide further options. If you want to speak directly to a customer service representative, press 9.

Other ways to contact Shopee customer service

In addition to contacting the Shopee hotline at 1800 1221 as mentioned above, Shopee also provides many other ways for you to contact their customer service department, including Chat with Shopee Assistant, free calls on the app, chat with support staff, send emails, and submit forms.

Chat with Shopee Assistant

Shopee Assistant is an automated chat system that helps sellers and buyers easily look up basic information about products, how to place orders, how to make payments, how to ship items, etc. Shopee Assistant operates 24/7, providing customer support anytime, anywhere. However, to contact Shopee Assistant, you will need to use the Shopee app and have an Internet connection.

Step 1: Open the Shopee app, on the main interface, select Me at the bottom right corner of the screen. 

Step 2: Scroll down and select Chat with Shopee.

Step 3: Choose the category you need support on from the available options, then enter your order information. After clicking Send, the system will provide you with an answer.

Shopee Assistant is not only available on the Shopee app but also on Shopee Seller Center. If you are acting as a seller, you can chat with Shopee Assistant as follows:

Step 1: Access Seller Center > Select the Chat with Shopee icon at the top right of the screen.

Step 2: The Shopee Assistant box appears, enter the content you want support for.

Step 3: Press the Enter key or select the Send message button in the chat box.

Step 4: Wait for Shopee Assistant to provide answers, then choose the content you need support with.

Step 5: Read the content and resolve the issue together with Shopee Assistant.

Chat with support staff

If you want to deal with more specific issues related to your order and Shopee Assistant cannot provide the answer, press the Support Staff option to receive direct assistance from Shopee Support.

Here’s how to do it:

Step 1: Access the Shopee app > Select Me > Select Chat with Shopee.

Step 2: Select Support Staff, then enter the content you need assistance with and press Send. At that point, a representative will respond to you.


Shopee hotline staff work from 6 AM today to 1 AM tomorrow, every day of the week. Only from 8 AM to 5 PM on holidays and Tet. Please contact within this time frame to receive support.

In addition, the time it takes for the Shopee customer service department to receive and handle support requests may vary depending on the specific request:

  • Immediate response: For consultation and information requests. 
  • Response within 1 – 2 business days: For support requests that need to be handled by the relevant departments.
  • Response within 3 – 5 business days: For complaint requests.

Make calls on the Shopee app

The Shopee app now allows users to easily contact Shopee by selecting Free Call through the Help Center as follows:

Step 1: Access the Shopee app > Select Me > Select Help Center.

Step 2: Scroll to the bottom of the screen > Select Call Shopee hotline (free).

Step 3: Choose the Type of request you want assistance with and one of the two options in the I am section (Buyer or Seller).

Step 4: You will be automatically connected to the corresponding Shopee customer service representative.

Contact via email

To request assistance, you can explain the problem and send an email to Shopee at this address. This method is usually suitable for sellers because it allows customers to clearly state the problem along with supporting evidence and relevant documents, especially for high-priority requests.

Submit support request form

This method is similar to contacting via email but it is simpler and easier to do. Shopee personnel will contact you within 24 hours from the time of receiving your support request.

Click on this address to view and fill in the information in the form. Fields with an asterisk (*) are mandatory fields that need to be filled in completely, including whether you are a buyer or a seller, Username, Email, Email confirmation, and Content needing support

If you have supporting evidence or relevant documents, click Click to upload. Finally, click Send to complete the process.

Provide feedback via the Shopee seller support Facebook group

If you are a Shopee seller, there is another way for you to get support from Shopee, which is to join the Facebook group specifically for Shopee sellers. This group includes the participation of many shipping partners, customers, as well as a professional admin team.

You can access this address to enter the group > Click Join group. Since this is a private group, you will need to be approved by the administrator before you can officially join.


Above is all the information about the Shopee hotline. Contacting the Shopee hotline will incur call charges and not always receive instant support. Therefore, you can also refer to other contact methods to get the fastest response.

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