Running into issues on Fiverr? Use this board to troubleshoot and share issues with the community

Support & Troubleshooting

Let's say there's a professional business with a website and they miss responding to a message for a couple of days or even a week or more (and that business might only work Monday to Friday, so unlike Fiverr sellers they might not be expected to respond on some days). 

So if that business had missed responding to a message for some time, the professional thing to do would be for them to respond to it, maybe apologising if there was a long response time. 

But Fiverr's system discourages sellers from doing the professional thing and responding to a message they missed for a day or more. 

eg. If a seller responds to the only message they have received in the last 90 days and it was done 3 days after the buyer's message was sent. If the seller does that, their profile, seen to all buyers, will show "Avg Response Time: 

. And it will show that for nearly 90 days, so buyers will see it and probably decide against buying. 

It will look even worse if they miss a message for about week , and the seller does the professional thing and responds to that message (and it's the only message the response time calc takes into account). It will then show on their profile to all buyers something like "Average response time: 

". In the old profile format it was at least shown in days (when it was >=about a day) where it didn't look as bad. 

So if the seller does the professional thing and respond to the old message, they will likely get the really high avg response time shown on their profile, maybe for nearly 3 months, discouraging other buyers from ordering. Or they can do the thing that won't be that professional by not responding at all to that message and keeping the Fiverr average response time not showing or not showing a very high figure (though if it's been very long the buyer might have found someone else anyway). 

Shouldn't certain responses be excluded from the avg response time calculation (with it giving info on that in a help part of the profile page, seen by buyers?), so that sellers could respond to messages that are already more than 24 hours late without further penalty than the already lowered response rate %? Maybe allow sellers to give/select explanations for very late responses. Or at least it should show the avg response time in days (or other format) rather than hours when it's over 24 hours. Maybe there's a seller who only works some days of the week (eg. Monday to Friday, like other businesses), shouldn't the system allow the response time calc to only take into account office hours of the seller? 

Suggestion: Change how Average Response Time is shown/calculated.

A home for meaningful connections, peer support, and professional growth.

Fiverr Community

Job Title

Login to the Fiverr Community community to connect with others, attend community events, and more!

Login or Sign Up for even more

To unlock all parts of the community and get the best experience, complete your profile.