A late reply is determined by your response time to a retailer's first message sent through Faire Messenger. If you take more than 2 business days to respond to their opening message, it is considered a late reply. We’ve seen that responsiveness from your shop can help create an excellent customer service experience for your retailers.
To view your Late replies metrics, visit How do I view my shop’s performance analytics?
How are late replies calculated?
The Late replies metric you see in your portal shows the % of opening messages you have received within the last 90 days that were not responded to after 2 business days. Weekends and regional holidays are not counted towards the 2 business day window.
The first day the message is received is not counted towards the 2 business day window. For example, if the retailer’s message is sent to you on Monday, the 2 day window starts on Tuesday and ends on Wednesday. Responses sent on or after Thursday are considered late.
Are there any messages that are excluded from this metric?
Yes, there are some exceptions that will not count toward your late replies metrics:
- Non-opening messages sent by retailers
- Messages from retailers that you mark as spam
- Any new conversations started by you, and not the retailer. Ex: if you reach out to the retailer first to ask questions or provide order updates
- Messages sent when your shop is on pause
What can I do if there is an inaccurate message showing in my late replies metric?
If you find that there is a late reply that should not be listed there you can reach out to our team and a support specialist can help review with you.