Marketplace Platform Chat is a messaging system integrated into an online marketplace (such as Shopee, Lazada, or TikTok Shop) that enables sellers to update customers on their parcel details while packing orders through Order Fulfillment Assistant. Sellers can send images as proof that the parcel is being processed, which helps reduce issues such as missing items, lost parcels, and theft.
2. Authorize Marketplace Platform Chat
Step 1: Navigate to Orders > Fulfillment > ParcelGuard.
Step 2: Click Manage on Marketplace Platform Chat.
Step 3: Click the Gear Icon to adjust the settings.
Step 4: Toggle on the platform where you use Order Fulfillment Assistant to send packing images > click Save.
📌Note: Send image via Order Fulfillment Assistant on SiteGiant ERP is available for Add-On only.
📌Note: To ensure the camera opens when you scan in the Order Fulfillment Assistant, please make sure the Webcam ParcelGuard status is enabled.
You may click Orders > Fulfillment > Parcelguard > click Manage Webcam ParcelGuard > enable Order Fulfillment Assistant Status > click Save.
Step 5: Under Chat Authorized, TikTok is automatically authorized based on your Sales Channel authorization account, whereas Shopee and Lazada require manual authorization.
📌Note: Marketplace Platform Chat is only available for Shopee Channel, Lazada Channel, TikTok MY, and TikTok SG.
Step 6: Click more (…) under Action > Authorize/Update Chat Token for Unauthorized Channel.
Step 7: It will redirect you to the Sales Channel page > click more (…) > Authorize/Update Chat Token.
Step 8: Back to Marketplace Platform Chat > click Gear Icon under Action > update Preset Message to send to customers along with packing images (Optional) > click Save.
Step 9: Toggle on the Status button to enable sending the image to the customer’s marketplace account.
3. Send Image via Order Fulfillment Assistant
Depending on your operation, you can send packing images to customers through the Order Fulfillment Assistant in SiteGiant ERP or the SiteGiant ONE App.
1. SiteGiant ERP (Webcam)
Step 1: Navigate to Orders > Fulfillment > Order Fulfillment Assistant.
Step 2: A webcam pop-up will appear to capture images of the packaging status.
📌Note: For the first-time users, you might see an error message from the webcam pop-up. To resolve this, please follow the steps to allow camera access to this page.
1: Click the View Site Information button on the search bar > click Site Settings Arrow.2. Click Privacy and Security > change Camera Permission to Allow.
Step 3:Scan the order you wish to process > press F1 to Take photo.
📌Note: You can only take a maximum of 3 photos.
Step 4: Scroll down to see the photos you have taken > press F4 to Save and Send to your customer.
Step 5: Pressing F4 will save the image to your PC, and display a success notification saying Image Sent to Customer’s Chat.
2. SiteGiant ONE App
Step 1: Log in to SiteGiant ONE App.
Step 2: Click Order Fulfillment Assistant.
Step 3: Scan the order you want to process > click the Camera button.
Step 4: Click Capture Image.
Step 5: Once the image is captured, press Send to Customer.
📌Note: You can only take a maximum of 3 photos.
Step 6: Once the image is successfully sent, you will see a notification saying Image Sent to Customer’s Chat.
4. View Marketplace Platform Chat Log
Step 1: Navigate to Orders > Fulfillment > ParcelGuard.
Step 2: Click Manage on Marketplace Platform Chat Log.
Step 3: You may filter orders that have sent images to customers.
Step 4: View the media log status you sent to your customer. You can click Resend for the failed status or Resend proof to customers to resolve disputes.
Step 5: Below is the interface showing how the customer receives the image from the seller in their chat.
2. Click Privacy and Security > change Camera Permission to Allow.
