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.