24-Hour Response Rate

This metric measures the percentage of customer-initiated chats that receive a response within 24 hours over the previous 7 calendar days.

This rate is calculated by dividing the number of customer-initiated chats that receive a response within 24 hours by the total number of chats requiring a manual response.

Fully handled chatbot conversations without being transferred to a seller are excluded.

When Chatbot is enabled, this requirement does not apply on weekends, but weekend messages must be answered by Monday 12 PM local time.

Responses must meaningfully address the customer's inquiry to be included in the calculation. Casual/small-talk responses (for example, "Hi") do not count as valid responses.

Sellers are required to maintain a 24-Hour Response Rate of at least 90%.