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Respond to messages

Respond to buyer messages within 24 hours, including weekends and holidays. Auto-responders are not considered a valid response.

If your message response time is affecting your overall seller performance, the following suggestions may help ensure that you respond to buyer messages within 24 hours:

  • Make sure that buyer messages are not being blocked by your email program's spam filter.
  • Even if you can't resolve a buyer's concern immediately, you still need to respond to their email within 24 hours to let them know you are investigating their request. Provide a date by which they can expect a resolution.
  • If a message does not require a response (for example, a "thank you" message), then make sure you mark it as "No Response Required."

Learn more about the Buyer-Seller Messaging Service.

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