Response Time & Rate FAQ
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In this article
We have heard a lot of feedback from the community about Response Time and Rate, and so we’re addressing some of the most frequently asked questions.
Why Do We Have The Response Rate Indicator?
The Response Rate Indicator is an important tool that:
- Promotes quicker responses to Buyers. By helping Buyers receive seller responses as quickly as possible, we hope to create a positive experience on Bricoly so that they will return to Bricoly for more orders.
- Helps you understand how responsiveness helps grow your Bricoly business and allows you to track your improvement over time.
What’s The Difference Between Response Time And Response Rate?
Response Rate is the percentage of first responses to new messages that a seller sends within 24 hours. Response Time is the average amount of time in hours that it takes for a seller to send a first response.
How Does The Response Rate Indicator Work?
It tracks the percentage of first responses sent within 24 hours over the last 60 days.
For example, if you received 10 new requests in your inbox in the last 60 days and replied to 9 of them within 24 hours of receiving each one, your response rate is 90{4b6d36c003a2247c1de8bd47b264827864570e22126235451d185653ee8f94a7}.
Note: if you reply to the last message more than 24 hours after receiving it, your response rate will still be 90{4b6d36c003a2247c1de8bd47b264827864570e22126235451d185653ee8f94a7}. We recommend that sellers reply even after 24 hours.
Is Every Inbox Message Factored Into My Response Rate?
The Response Rate Indicator tracks your first response to a new message. After that first reply, the rest of the conversation isn’t tracked, although it is important to continue conversations with Buyers until a conclusion is reached.
I’m In The Red Zone. Help!
Remember, you can always improve your response rate over time by replying to new messages within 24 hours. Some tips if you are having trouble keeping on top of your Inbox:
How Often Does Response Rate Change?
It changes daily to reflect the last 60 days.
I’m In A Time Zone Very Far Away From My Buyers. Will This Impact My Response Rate?
Working with Buyers in other time zones can affect response time, but not response rate.
Response Rate allows sellers a full 24 hours to respond to the message, so even despite being in different time zones, you will still have an opportunity to respond to the message within 24 hours and not see your rate drop.
So, When *Don’t* I Have To Respond?
There are types of messages that will not be factored into the Response Rate:
- Spam and Solicitations: You do not have to reply to spam and solicitations in your inbox. As long as you report the message as spam, it will not count against you.
Reporting a spam message is simple: just click the word “Report” next to a new message (and all messages from the user). After you report it, you need to delete the message (only the first message if you received a number of messages).
To report spam on the mobile app, use the Send Feedback option, which then contacts the Bricoly team.
- Once a transaction is over: There is no need to keep a conversation going after its reached a natural conclusion. Continuing to reply to messages in this case will not impact your Response Time or Rate.
