Shopee seller rating: how it works and how to raise it

Your Shopee seller rating, which Shopee calls your shop rating, is the average of all the product ratings buyers have given your shop, from 1 to 5 stars. Shopee defines it that way on its performance targets page, and its ratings guide for sellers asks you to aim for at least 4.5.

Check yours on the Shop Rating page in the Shopee app or Seller Centre, or under Customer Satisfaction on the Account Health page. The Shop Rating Trend chart shows the last 30 days. A buyer can rate an order once it is marked Completed; returned, refunded and cancelled orders can't be rated. Buyers can edit a rating once, within 30 days of posting it, and they can't delete it (Shopee help).

When the buyer rates, Shopee asks for three separate scores, according to its help page on rating a product (as of October 2026):

• Product Quality, for each item in the order. This is the only score that feeds your product rating, and so your shop rating.
• Seller Service, for your attitude and how well you answered questions.
• Delivery Speed, for the courier.
• A review can also carry text, up to 5 photos and one video of 3 to 60 seconds; photos and video are optional. Buyers can post anonymously.

Since only Product Quality stars count, your rating mostly answers one question: did the item match the listing and arrive in good shape? A slow courier earns a low Delivery Speed score, not a lower product rating, although an annoyed buyer can still take it out on the product stars.

• Listing accuracy: real photos, the true color, and sizes in cm, not only S, M and L. The review you want to avoid is "hindi tulad sa picture".
• Packing: bubble wrap for anything breakable, a sealed pouch for liquids, and a box that survives rainy-season deliveries.
• Right item, right count: since February 17, 2025, Shopee issues penalty points for wrong or missing items, according to its penalty points overview.
• Chat: a reply counts only if you send it within 12 hours, weekends and public holidays included, and auto-replies don't count (chat response FAQ). Shopee notes that good service makes high product ratings more likely.
• What doesn't work: anything that buys stars. Fake orders and reviews earn penalty points, and the section on review templates below explains where the line is.

Your shop rating also decides if you can join the Preferred Seller programme. These are the targets on Shopee's Preferred Seller page, last updated January 23, 2025, as shown in October 2026:

• Shop rating, all-time: 4.5 or higher.
• Chat response rate: 75% or higher.
• At least 30 unique buyers and 50 net orders in the last 30 days, not counting cancelled, returned or refunded orders.
• Non-fulfilment rate and late shipment rate over the last 7 days: 9.99% or lower each.
• Fast Handover Rate over the last 30 days: 80% or higher, a target added on May 19, 2025.
• No current penalty points, no penalties in the last 30 days and no account suspension in the last 3 months.

Reply from the same Shop Rating page. You can reply at any time, but only once per review, and you can't edit the reply afterwards. Shopee gives penalty points for rude or abusive replies to buyers' reviews, so read your draft once before you post.

Two or three lines are enough: thank the buyer, mention the product, and say what you did or will do. Never post the buyer's name, address or number. Change the details each time, or paste a hard review into the free review reply generator for a draft in English or Taglish.

• 5 stars, English: "Thank you for ordering the linen polo, and for the photo. Glad the size fit. We add new colors every month, so see you again."
• 5 stars, Taglish: "Salamat po sa order at sa review! Happy po kami na nagustuhan niyo ang tumbler. Ingat po palagi!"
• 3 stars, Taglish: "Salamat po sa honest feedback. Sorry po na medyo maliit ang fit ng blouse. Nilagyan na po namin ng sukat in cm ang size chart. Pwede po kayong mag-file ng return/refund sa app."
• 1 star, damaged item, English: "We're sorry the mug arrived cracked. That's on our packing, and we now double-wrap every glass item. Please file a return/refund request in the app and we'll process it right away."
• 1 star, late delivery, Taglish: "Sorry po sa tagal ng dating. Na-ship po namin agad, pero na-delay sa courier dahil sa bagyo. Salamat po sa pasensya, sana po okay ang item."
• 1 star, wrong variant, English: "Sorry, we sent the wrong color. Please message us on Shopee Chat and we'll sort out the right one through the app."

Many people who look for a Shopee review template are buyers trying to earn Shopee Coins. Shopee rewards reviews that meet its own criteria, such as at least 100 characters (spaces not counted) and at least one photo (Shopee help). It removes reviews that break its guidelines and takes the coins back. That reward comes from Shopee, not from you.

As a seller, the most you should do is make an honest review easy. A small thank-you card in the parcel works. Shopee's Terms of Service forbid "any action that may undermine the feedback or ratings systems", and its penalty table lists order brushing, meaning fake orders and reviews, at up to 9 points per violation. So the card asks for honesty and offers nothing for stars.

• English card: "Thank you for ordering from us. Your honest review, with a photo if you can, helps other buyers, whatever you think of the item. If something is wrong, chat us on Shopee too so we can fix it."
• Taglish card: "Salamat po sa order! Malaking tulong po ang honest review niyo, may picture kung pwede, maganda man o hindi. Kung may problema po, i-chat niyo rin kami sa Shopee para maayos namin."
• A Shopee review example on the card helps more than a script: "Did it fit? How was the packing? A photo helps." Buyers who answer those questions write the reviews the next buyer reads.
• Leave off: freebies or vouchers for 5 stars, "5 stars lang po please", and your Viber or Facebook for orders. Directing transactions outside Shopee carries up to 2 penalty points.

Start with the buyer, not the report button. Shopee itself suggests messaging the buyer on Shopee Chat to understand the rating, because a buyer whose problem you fix may update the review within the 30 days. Never make a refund or replacement depend on a changed review. If the chat turns heated, these tips on how to handle angry customers help.

You can also rate the buyer within 15 days of order completion and edit that rating once within 30 days (how to rate buyers). Other sellers can see a buyer's ratings, so keep yours factual, not angry: "Paid on time, smooth transaction.", "Mabilis mag-confirm, salamat po!" or "Refused the COD parcel on delivery."

Report only reviews that break Shopee's rules. In the Shopee Seller app, go to Review, find the review, tap the three-dot menu, choose Report Abuse, pick the reason and submit. Shopee sends the result by push notification within 24 to 48 hours. A fair but harsh review stays up, so answer it calmly instead. Shopee's reporting guide, updated July 28, 2026, accepts four reasons:

• Inappropriate language: profanity, hate speech, threats.
• Inappropriate or irrelevant media: blank, unrelated or misleading photos and videos.
• Spam or irrelevant text: repeated words, random characters, walls of emojis.
• Private information: addresses, phone numbers, emails, bank details. Shopee removes these without the reviewer's consent; for the other three reasons, its guide says consent is needed before deletion.

Fifteen minutes on Monday morning keeps most rating problems small.

• Open Shop Rating, filter the past week and read every review with 1 to 3 stars. Note the product and the complaint.
• Reply to every new review the same day, good and bad. Draft first, since you can't edit.
• If two reviews mention the same problem, change the listing photo, size chart or packing that week.
• Check Account Health: chat response rate, non-fulfilment rate, late shipment rate and Fast Handover Rate. Clear unanswered chats before the 12 hours run out.
• Before payday sales on the 15th and 30th, and before the Christmas rush that starts in September, stock up on packing materials and decide who answers chat.
• Once a month, look at the Shop Rating Trend chart and the Preferred Seller page to see how close you are to the targets.

If you also have a physical shop, a pick-up point or a stall, buyers who like your Shopee store may search for you on Google Maps, and so will people who never shop on apps. Use the same shop name, logo, photos and contact number in both places, so they know it's you. If you're not there yet, here's how to add your business to Google Maps.

The rule on Google is the same as on Shopee: ask every customer for a review and never offer anything in return. Selling on Lazada as well? Its rating works differently; see the Lazada reviews guide.