Hi there all,
I’m new to these forums so I apologize if this has been discussed before, or if it belongs on a different message board.
I’m fairly certain there’s a bug in my account of some sort and I’m unsure how to fix it. Prior to today, my response rate was stuck at 50%. So, I worked hard for the past month to try to get it to budge forward a little bit before my next evaluation. I responded to every message I’ve received in a timely manner. I’ve even told clients that I’ll get back to them as soon as I’m back home or in my office. I’ve always communicated with my clients through the order page, once their order was started.
So, my evaluation came and went and response rate didn’t change. I created a ticket with support asking if this was a bug and went to bed. This morning I woke up to 0% Response Rate. I checked the ticket and a gentleman by the name “Santiago” said:
“I checked into this for you, and your response rate is currently 0%. You have not answered the only message you have received on the last 60 days on time. Your Response Rate tracks the percentage of first responses you sent within 24 hours over the last 60 days. Reporting a message as spam is considered a response to a message. So if you receive an inappropriate or spammy message that you are unable to respond to, please report it within 24 hours.”
This is weird because I’ve received a lot messages over the past 60 days, from a couple of different clients, not just one. I even responded to a separate person who just said “hi” and never responded back. Because of his response, I’m now sure there is something wrong with my account. I updated the ticket and told him to check again, because I’ve been replying to everything in a timely manner. I even included screenshots of my order page and conversations I’ve had.
So, I’m wondering if this has happened to any of you before, and what you did to resolve it?
Also, I’ve noticed I can talk to my clients on the order page and through the messages Inbox separately. Is this the problem? I’ve always communicated to all my clients through the order page once the order was started. Should I always be replying to my clients through the inbox as opposed through the order page?
Thanks in advance.