How to log in to Shopee Seller Self-Service Center? How to use it?

Shopee Seller Service Portal (SSP) is an integrated self-service platform for sellers to query, track and solve problems on their own. It has self-service tools, online forms and progress tracking functions, allowing sellers to query, track various issues and solve problems on their own on a single portal.

1. How to log in to the Seller Self-Service Center?

You can log in to SSP in the following ways. You can select the interface language in the upper right corner of SSP.

Enter the China Seller Center, click [Help >> Seller Self-Service Center] to go to the SSP homepage, and the login information of the China Seller Center will be automatically brought into SSP.

As long as the merchant dimension has SSP permissions, the corresponding main/sub-account can see the SSP entrance and automatically log in when logging in to CNSC and switching to the merchant with permissions.

2. How to use the Seller Self-Service Center?

1. Self-service tools

The self-service tool has four categories: tools, complaints, logistics, and warehouse. You can first determine which category your problem belongs to, and then view the form under that category. For example, if your problem is related to "warehouse", click [Warehouse] to view it further.

2. My consultation

You can track all inquiries you have contacted the cross-border seller support team through this account in [My Inquiries]

(1) Consultation status column: You can select consultations in progress, closed, and all statuses here.

(2) Search type: You can search for your inquiry by inquiry number, inquiry title, or order number.

(3) Consultation title: If you did not select a consultation type when contacting the Cross-border Seller Support Team, the consultation title will be displayed as your consultation time; if the case status changes or you receive any new response from a Shopee specialist, the [Updated] label will be displayed

(4) Click [View Details] to view consultation details.

Ongoing consultation details page:

Unread replies will be highlighted, and the latest reply will be displayed at the top

You can click the [Reply] button to reply to the customer service specialist. The reply message supports text/image/file formats.

Resolved consultation details page:

You can click the [Reply] button to reply to the customer service specialist, or click [Evaluate] to evaluate the service. The [Evaluate] button will expire 4 days after the consultation is marked as "resolved".

Evaluations are divided into three levels: "Worthy of a Like", "So-so", and "Very Disappointing". You can select specific reasons for the "So-so" and "Very Disappointing" evaluations. Submitted evaluations will be displayed in the conversation history.

Note: The email address you filled in the form will also receive an evaluation invitation, but you only need to submit a review once.

Closed consultation details page:

If you still need further inquiries after the consultation is closed, you can click [Reopen Consultation] here to reopen the consultation. A new consultation number will be generated. When reopening the consultation, you can enter text and upload pictures/files.

The historical consultation number can be obtained from the reopened [Consultation Details] page.

Notice:

The reply notification will be sent to the email address you filled in the web form.

Click [View Case Progress] to jump to SSP. If the seller has logged in to CNSC, the CNSC login information will be synchronized when jumping to SSP.

3. Frequently Asked Questions

1. Why can't I find the Seller Self-Service Center in the left column of the China Seller Center?

To ensure service quality, this function is only open to some sellers during the trial period and will be open to more sellers in the future.

2. What are the cases displayed in "My Consultation"?

Case channel:

The web form submitted by the current master/sub-account through SSP

Case Status:

Ongoing consultation

Consultations closed within 2 days

3.Why can't I view the details of historical cases?

All ongoing cases

Cases closed within 2 days

If the seller clicks the case number in the case details page and the selected case was closed 2 days ago, the seller will be redirected to a blank page, but the seller can still return to the current case and communicate with the Shopee specialist.

4. I have provided the order number to Shopee Cross-border Merchant Support Team, why is the order number field blank?

We will support the display of order numbers in the future. However, the search function is already supported: you can use the submitted order number to search for the corresponding case.

5. Why can't I find my inquiry in the system even though I submitted the form?

Please make sure you are logged in when submitting the consultation. Only consultations submitted when logged in will be synchronized to the system;

After submitting the inquiry, you need to wait patiently for about 4 hours for the system to synchronize;

Please make sure you are logged in with the correct account. Inquiries submitted by different accounts (main account and sub-account) are independent and cannot be shared synchronously.

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