To the best of my knowledge, the response rate drops only if you miss out on/respond to first enquiries after 24 hours of it being in your inbox. Anytime within the first 24 hours, you’re fine. My guess is either that you haven’t reported/marked spam messages as ‘spam’ (this counts against your response rate) or if there’s some bug that’s messing up your stats.
I just concluded an extensive dialog with a Fiverr support rep.
All interactions are in the metric.
And, it’s applied at the client level.
So, here’s an extreme example: If I had 2 clients during a rating period. Client #1 all 10 messages were within 24 hours. Client #2: I had 10 message interactions with that client, but one of my replies exceeded 24 hours . . .
Then, my response rate for that period would be 50%.
I don’t like this method.
A better method would be 1 of 20 exceeded the 24 hr goal, my rating should be 95%.
Does this mean that we (the sellers) have to always be the person to end/have the last word in a conversation? Despite having responded to all the buyer’s previous messages, if a buyer were to send one last message saying “thanks,” would we still have to reply back to it too?
And what if, after having replied to the buyer’s thanks message, the buyer sends yet another message? Will this to-and-fro thing have to keep going on forever until the buyer stops sending any messages? If that’s the case, it’s just ridiculous.
“Response Rate” & “Average Response Time” are 2 different things and the one that will get you into trouble is the “Response Rate”. In order to keep this rate within limits, only the first message is needed to be replied within the 24 hour span - this includes answering spam messages, just remember to mark them as spam and report the user.
Your Average Response Time is 2 hours as I can see in your profile. This measure is not taken into account for promotion/demotion of level.
Rule of thumb: Always respond to whatever message comes through.
It can also happen that a message was flagged as spam without you even getting to know about it. Once flagged, it will go out of sight but may still rest in your inbox without being seen. To have control over this problem, I check once a day my dashboard to make sure that there is no mismatch between the “unread” messages that appears on the “Inbox ( )” item shown there and my Inbox.
If you ever come across this situation where you see that your response rate drops due to no reason or you find a mismatch on your unread messages, please contact CS and ask them to restore your rate. This is an advice I was given by a very nice, kind and helpful user (@offlinehelpers) who I really miss as she’s no longer with us.
No it won’t, as it has been said, only the first reply is the one that counts. I have one buyer who was the last one to write, it’s been 2 weeks now and my RR is 100%.
Why would anyone complicate itself keeping track on 2 parallel conversations with the same person?
Once an order is placed, I would say to just keep conversation through the order chat. If your chatting got started through inbox, let your buyer know that from there on, you 2 will be chatting through the order page.