Questions about response time

mqss Level 1

February 27, 2014, 1:00 pm

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Questions about response time

How is response time calculated and in what timeframe?

When buyer updates an order, I get an email "Order update: Response required". Must I reply to lower my response time?

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ionicware

Yes. Any time a buyer adds a response/comment to the order, your response time is calculated from the time they leave the response until you respond again. It calculates the last 30 days worth of open orders.

11 years ago

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mqss

Oh, so I should have the final word. Thanks

11 years ago

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ionicware

haha, yes.

11 years ago

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mqss

OK (just testing)

11 years ago

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freeyou

Good to know these tips.

11 years ago

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ionicware

Let me give more details on how this is calculated....

The script looks for any response made in an open order for the last 30 days. It doesn't matter if the order is from yesterday or 1 year ago. If the buyer responds, your response time is then calculated and added to the average.

Example Order:
Order start/instructions sent ------ 00 minutes
Your response ----- 10 minutes
Buyer response ----- 00 minutes
Your response ----- 15 minutes
Buyer response ----- 00 minutes
Your response ----- 8 minutes

Calculated: (10 + 15 + 8) / 3 (3 buyer/seller responses) = 11 minutes average

It takes all open orders and adds them together. So if you have 11 minutes average, 13 minutes, 19 minutes and 8 minutes from 4 orders, it then averages that out again: (11 + 13 + 19 + 8) / 4 = 12.75 minute average response time.

11 years ago

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hitmeasap

Let me give more details on how this is calculated....

The script looks for any response made in an open order for the last 30 days. It doesn't matter if the order is from yesterday or 1 year ago. If the buyer responds, your response time is then calculated and added to the average.

Example Order:
Order start/instructions sent ------ 00 minutes
Your response ----- 10 minutes
Buyer response ----- 00 minutes
Your response ----- 15 minutes
Buyer response ----- 00 minutes
Your response ----- 8 minutes

Calculated: (10 + 15 + 8) / 3 (3 buyer/seller responses) = 11 minutes average

It takes all open orders and adds them together. So if you have 11 minutes average, 13 minutes, 19 minutes and 8 minutes from 4 orders, it then averages that out again: (11 + 13 + 19 + 8) / 4 = 12.75 minute average response time.

Open order.. Yesterday or 1 year ago..
Does the seller needs to have the "final word" within the order page to change it from an "open order" to a "closed one" ? ( so the response time doesn't get affected.) Would the response time be affected if a buyer responds within the order page without leaving feedback, even though the order is delivered?

Love the explanation btw. Great job

Regards,
hitmeasap

11 years ago

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Beverly

Knowing this helps me a lot. Although, I always respond back to my customers private messages as soon as possible, the actual service can take many days or even weeks to complete (at the request of the buyer). I was worried this was making my response time go up as I'm not able to turn in a service in a few minutes or day as some sellers can with other services. I have been wondering how to decrease my response time. This helps.

11 years ago

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ionicware

Open order.. Yesterday or 1 year ago..
Does the seller needs to have the "final word" within the order page to change it from an "open order" to a "closed one" ? ( so the response time doesn't get affected.) Would the response time be affected if a buyer responds within the order page without leaving feedback, even though the order is delivered?

Love the explanation btw. Great job

Regards,
hitmeasap

No, if a mutual cancellation is suggested by the buyer and the seller fails to respond, that is not calculated.

11 years ago

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hitmeasap

No, if a mutual cancellation is suggested by the buyer and the seller fails to respond, that is not calculated.

That wasn't really what I meant, but it's okay. I wrote things odd and I can barely understand what I wrote myself..

I cleary didn't fully understand your previous post, that's why I got a bit confused.. And when I tried to ask you about it.. Well.. It became even more "blurry" when I tried to explain.. Thanks for the help, I appreciate it!

11 years ago

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Asmodeus

I think that where the seller must have the final response makes it a bit awkward. For example:

Order comes in...

Seller: Order received. I will have it ready for you within 4 days. Thanks!
Buyer (1 hour later): Ok.
Seller (30 minutes later to keep response time low): Ok Ok
Buyer (3 hours later while seller is sleeping): Great, looking forward to your work!
Seller (8 hours later after sleeping and getting some breakfast toast): Aww, Man! Now you just increased my response time! No, Seriously, you need to STOP responding, as I need to get the last word in to keep my response time down.
Buyer: Ok, I understand
Seller: No, you Don't! Stop responding!
Buyer: Ok
Seller: ARGGHHH!!!! Stabs himself in the eye with his butter knife...

THE END.

11 years ago

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SEOClerks

Questions about response time

Questions about response time

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