Responding to Messages
Respond to buyer messages within 24 hours, including on weekends and holidays. Auto-responders are not considered a valid response.
If your message response time is affecting your overall seller rating, the following suggestions may help ensure that you respond to buyer messages within 24 hours:
Review the Contact Response Time table on your Customer Metrics page to monitor your list of open responses.
Make sure that buyer messages are not being blocked by your e-mail program's spam filter.
Even if you can't resolve a buyer's concern immediately, you still need to respond to their e-mail 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.