Your response time is the average time it takes you to send your first reply to a new conversation. It is shown to buyers on your profile, on your offers, and on service profiles, where buyers use it to judge how quickly they can expect to hear from you.
What counts
Three types of conversation are measured:
Order chats – time to your first reply after the buyer writes in an active order.
Direct messages – time to your first reply after someone reaches out with an inquiry.
Dispute chats – time to your first reply after a message in an opened dispute.
Only the first reply in each conversation is measured. Follow-up messages in the same thread do not affect this metric, so acknowledging new inquiries promptly is what matters most.
How it is calculated
Rolling window: Only your recent activity is evaluated, so older slow responses naturally drop out over time as you complete new orders.
Combined average: Inquiries across DMs, order chats, and dispute discussions are pooled together into a single overall response score.
Consistency over occasional speed: Because it is an average across conversations, leaving a message unattended pulls your score down noticeably. Maintaining steady, regular check-ins is far more effective than occasional instant replies.
When it updates
Your response time is recalculated when an order of yours is completed. If you haven’t completed an order recently, the figure buyers see reflects your past completed activity until your next order completes.
Why it matters
Response time is an active ranking modifier in our marketplace algorithm (see Product Ranking):
Listing visibility boost: Sellers with fast response times earn an algorithmic multiplier that places their offers higher in search and browse results.
Maximum boost threshold: Achieving a prompt average response earns you the top ranking boost. Responding faster beyond that point maintains the maximum bonus.
Buyer conversion: Buyers looking for fast deliveries frequently choose sellers with prompt response badges on their offers.
New sellers: New sellers without enough conversation history yet receive a favorable baseline rating so their listings can compete fairly while building up real order data.
Tips for sellers
Turn on notifications so new buyer inquiries and order chats reach you right away.
Send a quick initial acknowledgement if you cannot deliver immediately. A short greeting or status confirmation stops the response clock.
Use Vacation Mode: Going offline or taking time away? Turn on Vacation mode so incoming inquiries pause and your metrics remain protected.