Ticket #4823Shopee
Openbuyer · Shopee14:02
Hi, item not received yet, order SP-2851739…
agent · Zendesk14:04
Hi! I can see your order is out for delivery, ETA 2 days. Tracking: …
Posted to Shopee chat
Malachi · מַלְאָכִי · my messenger
Run Shopee, Lazada, and TikTok customer service from Zendesk.
Buyer messages become Zendesk tickets. Agents reply in Zendesk; replies post back to the marketplace. Returns and refunds sync as their own tickets — tagged for your CPMO target. Connect your first shop in under 10 minutes.
Built by Huper Technology, Singapore · No credit card to start
You’re already paying for the chaos.
The cost shows up as missed SLAs, slower marketplace ranking, and audit trails that don’t exist.
Shopee Seller Center12
Lazada Seller Tools7
TikTok Shop3
Three apps, three logins
Agents alt-tab between Shopee Seller Center, Lazada Seller Tools, and TikTok Shop. Messages get missed. Context never makes it into Zendesk.
Response rate · 7d62%
16 pts
MonWedFriToday
Slow replies cost you ranking
Shopee penalises slow response rate in search. Every missed-by-an-hour reply is fewer impressions tomorrow.
OrderRefundStatus
SP-2851739$42.00??
LZ-118402$18.50slack
TT-9931—missing
3 sources, none agree
Returns scattered everywhere
Refunds in spreadsheets, return-merch in Slack DMs, the actual ticket nowhere. Auditors and CPMO reports both lose.
How Malachi works
One pipe in both directions. Marketplaces in, agents out, replies back where they belong.
Buyer chats from
- Shopee
- Lazada
- TikTok Shop
webhook in
webhook in
Malachi
Verifies signature.
Decrypts tokens.
Routes both ways.
creates ticket
creates ticket
Zendesk · your agent
#4823Open
Hi, item not received yet…
agent: tracking attached
Reply posts back to the right marketplace chat — automatically, with the original buyer threaded.
Authorize Malachi
- Read messages
- Send replies
- Read order info
1
Connect
One OAuth click per marketplace. Tokens are AES-256-GCM encrypted before they touch the database. Disconnect anytime; we wipe the tokens.
#4823buyer asks trackingnew
#4824refund requestednew
#4825size exchangenew
2
Sync
Buyer messages create Zendesk tickets, scoped to your tenant. Returns and refunds get their own tickets — idempotent on retries, tagged for CPMO.
Zendesk reply
Hi! Tracking attached, ETA 2 days…
posted to
Shopee chat
3
Reply
Agent replies in Zendesk fire a webhook back to Malachi, which posts to the right marketplace conversation. Full audit log per tenant.
Built for the platforms your customers use
Three marketplaces today. Real buyer chats, refunds, and returns — not just order data.
Shopee
SG · MY · ID · PH · VN · TH · BR
buyer
Is the L size still available?
agent · in zendesk
Yes, 4 left in stock — should I reserve one?
- Buyer chat
- Returns + refunds
Lazada
SG · MY · ID · PH · VN · TH
buyer
Where is my order LZ-118402?
agent · in zendesk
Tracking attached, ETA Monday morning.
- IM messages
- Reverse logistics
TikTok Shop
SG · UK · US — and growing
buyer
Can I exchange for a different colour?
agent · in zendesk
Yes — start a return in the form below.
- Customer service messaging
- Returns + refunds
Built like infrastructure. Because it is.
Real customer conversations flow through Malachi. We treat your tokens and your buyers’ PII the way we’d want our own treated.
ya29.A0Af…
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AES-256-GCM at rest
Marketplace OAuth tokens and Zendesk API tokens are encrypted before insert. Plaintext lives only in process memory.
POST /api/webhooks/shopee
x-shopee-signature:sha256=4f1a…
Webhook signatures verified
Every inbound from Shopee, Lazada, TikTok, Zendesk, and Stripe is signature-checked before any side effect.
user_5b2…no access
user_c7e…you
user_9ad…no access
Tenant-scoped database
Every domain row is user_id-scoped at the schema level. Cross-tenant lookup is impossible by query, not by convention.
12:04:21send→ Shopee
12:04:18recv← Lazada
12:03:55send→ TikTok
Per-tenant audit log
Every send, every retry, every webhook, recorded against your tenant. Export-ready when your auditor asks.
Why not just…?
The honest tradeoffs against the two alternatives we hear most often.
 Malachiyou The right pipe | Build it yourself You become the maintainer | Multi-app + spreadsheet Today's status quo | |
|---|---|---|---|
| Time to first ticket | ~10 minutes | 6–12 weeks of eng work | Already there, painfully |
| Token refresh handling | Automatic, per marketplace cadence | You write three different schedulers | Manual; agents lock out routinely |
| Webhook signature verification | Built in | You read three docs | — |
| Returns + refunds as tickets | Idempotent on retries | Possible if you build it | In a Google Sheet |
| Multi-tenant isolation | Schema-enforced | Up to you | N/A |
| Cost shape | Flat USD, no per-message overage | Eng salary | Time and missed SLAs |
| Verdict | 10-minute setup. Quiet thereafter. | 6–12 weeks of eng, then forever | Slow, brittle, lossy |
Malachi
youThe right pipe
- Time to first ticket
- ~10 minutes
- Token refresh handling
- Automatic, per marketplace cadence
- Webhook signature verification
- Built in
- Returns + refunds as tickets
- Idempotent on retries
- Multi-tenant isolation
- Schema-enforced
- Cost shape
- Flat USD, no per-message overage
10-minute setup. Quiet thereafter.
Build it yourself
You become the maintainer
- Time to first ticket
- 6–12 weeks of eng work
- Token refresh handling
- You write three different schedulers
- Webhook signature verification
- You read three docs
- Returns + refunds as tickets
- Possible if you build it
- Multi-tenant isolation
- Up to you
- Cost shape
- Eng salary
6–12 weeks of eng, then forever
Multi-app + spreadsheet
Today's status quo
- Time to first ticket
- Already there, painfully
- Token refresh handling
- Manual; agents lock out routinely
- Webhook signature verification
- —
- Returns + refunds as tickets
- In a Google Sheet
- Multi-tenant isolation
- N/A
- Cost shape
- Time and missed SLAs
Slow, brittle, lossy
Pricing
Flat USD pricing. No per-message overage charges, no surprise bills.
Solo
$39USD / month
Billed $468/yr · Save $120/yr
For sellers experimenting on a single channel.
- 1 shop on 1 marketplace
- 500 messages/month
- Returns + refunds as Zendesk tickets
- Encryption at rest
Recommended
Pro
$99USD / month
Billed $1188/yr · Save $360/yr
For multi-marketplace sellers who already do real volume.
- Up to 5 shops across all 3 marketplaces
- Unlimited messages
- Response-rate dashboard (Shopee/Lazada penalty rules)
- CPMO auto-tagging on returns
- Encryption at rest
- Email support
Scale
$249USD / month
Billed $2988/yr · Save $960/yr
Multiple shops per marketplace, real ops scale.
- Unlimited shops
- Unlimited messages
- Everything in Pro
- Custom Zendesk fields per tenant
- Audit log export
- Priority email + Slack support
- 365-day message retention
Need more shops, SOC 2 / ISO 27001, on-prem, or a custom SLA? Talk to us about Enterprise.
Questions before you connect
Do my agents need to learn a new tool?
No. Replies happen in Zendesk, where they already work. Malachi is invisible to agents once it's set up.
What happens if Malachi goes down?
Inbound webhooks from marketplaces are queued and retried. We don't drop messages. The failure mode is that things stay where they are — your existing marketplace inbox doesn't disappear.
Can I disconnect a marketplace later?
Yes, one click. Tokens are wiped from the database on disconnect.
Do you store buyer messages?
We store the metadata needed to thread conversations and the audit log. Message bodies live in your Zendesk.
Which Zendesk plans are supported?
Any plan with API token + webhook support. If your plan can create a ticket via API, Malachi works.
What if my marketplace isn't supported yet?
Today: Shopee, Lazada, TikTok Shop. We'll tell you honestly if your roadmap doesn't fit ours, instead of selling you a 'coming soon'.
Connect your first shop. See it work in 10 minutes.
No credit card to start. Disconnect anytime — we wipe your tokens on the way out.