Automate TikTok Shop support from question to action
SmartReply handles customer questions, Shop reviews, creator workflows, and eligible actions such as refunds and replacements—all with the controls your team chooses.
Made for TikTok
From customer questions to Shop actions, AI that finishes the work
SmartReply does more than write a reply. It uses TikTok Shop actions, follows your policies, and asks a person when a case needs judgment.
Refunds and replacements
Let AI check the order, follow your rules, ask for proof, and fully automate eligible actions or send them for approval.
Review management
Reply to TikTok Shop reviews in your brand voice and spot issues that may lower your shop score.
Orders and delivery
Answer order questions, send the right message card, and reach out when a shipment needs attention.
Returns and appeals
Track return outcomes, collect better proof, and learn which steps can improve your appeal win rate.
Customer messages
Answer customer questions with order, product, logistics, and policy context available to the AI.
Affiliate creators
Reach out to creators, manage sample requests, keep follow-ups moving, and organize creator conversations.
Native TikTok Shop cards
Send the right details inside the chat
Buyers should not have to search for an order, product, or refund. SmartReply can place the right TikTok Shop card into the conversation at the right time.
- Keep order details easy to read
- Show shipping updates for each package
- Share products, coupons, videos, and refund status
Protect your shop score
Handle returns before they become bigger problems
Fast replies, clear proof, and on-time actions can lead to better customer experiences. SmartReply helps your team track refunds, replacements, returns, and appeals in one place.
Set safe rules
Choose which actions AI can complete and which need approval.
Measure outcomes
See refunds, replacements, appeal results, and money saved.
Improve over time
Find the return reasons and proof gaps that need attention.
Reviews and creators
Grow the shop after the sale
SmartReply helps you manage buyer reviews and creator work without adding more spreadsheets or inboxes.
Recent reviews
Jamie R.
NowThe quality is even better than I expected.
Taylor M.
5:18 PMMine arrived damaged. I’m disappointed.
Morgan Lee
4:42 PMSupport helped me pick the right size.
Chris P.
3:51 PMGood product. I would buy it again.
Avery K.
2:26 PMThe color looks great in person.
Jamie R.
Your brand
AI02:13 PM
Taylor M.
I'm disappointed.
Your brand
AI02:19 PM
AI Review Protection
Keeps review replies helpful, accurate, and on brand.
AI Review Settings
Configure settings for automated review responses.
AI Auto Review Reply
Enables the AI to automatically respond to customer reviews.
Respond to 1–5 stars
Choose which star ratings should get an automatic reply.
Flag issues that need team help
Flags reviews that need a person to step in and help.
AI Review Protection
Helpful, accurate, and on brand.
AI Review Settings
Automated review responses.
AI Auto Review Reply
Respond to 1–5 stars
Flag issues for team help
Review prompt
Lead with empathy and a clear next step.
Review management
Reply faster, keep your tone steady, and find common product or delivery issues.
Creator workflows
Support outreach, sample requests, follow-ups, and creator conversation management.
One setup for every market you serve
SmartReply supports TikTok Shop sellers across these markets and additional active regions.
Learn more
A deeper look at TikTok Shop support
The complete TikTok Shop overview
See the tools, actions, training, reviews, and reports available in SmartReply.
Read the guideSmartReply vs. Zendesk vs. Gorgias
Compare TikTok Shop actions, regions, message cards, and AI workflows.
Read the guideTikTok comments and mentions
Explore comment replies, ad moderation, hiding, and mention workflows.
Read the guideReady to take work off your TikTok Shop team?
Connect your shop, set your policies and approval rules, and let SmartReply handle repeat support work while your team stays in control.