How to Respond Fast to Messages on Allegro

Response time on Allegro isn't cosmetic — it's a hard quality metric that translates into points, search ranking, and Super Seller status. We've gathered the rules, point thresholds, and a concrete playbook to help you reply faster without sitting in your inbox all day.

How much time do you have to reply? The 24-hour rule in a nutshell

Here’s the short answer to how fast you should reply to Allegro messages: you have a maximum of 24 hours from the customer’s first question, and Saturdays, Sundays, and public holidays don’t count toward the clock. That’s the line you don’t want to cross. But if you care about status and visibility, aim much lower: you earn the maximum points for speed when your average reply time is under 4 hours.

On top of that comes a second dimension that many people confuse with speed: timeliness — the share of messages you actually answered within 24 hours. To keep Super Seller status, this share has to be very high (roughly around 99% of on-time replies in both messages and Discussions — verify the exact threshold in the My Sales Quality panel). In other words: what matters is both whether you reply on time and how fast you do it.

In short: never exceed 24 hours, and ideally keep your average time under 4 hours. The first protects your status; the second earns you maximum points.

Why reply speed genuinely affects sales

Response time isn’t a soft, “for-the-record” metric. It affects several things at once:

• Points in the My Sales Quality panel — fast replies are real points, and their sum determines your quality level.
• Super Seller status — one of the conditions is maintaining a high quality level for at least 14 of the last 30 days. Without on-time replies, you won’t manage it.
• Position in search results — sellers with better service quality are more readily promoted by the relevance algorithm.
• Conversion — a buyer who asked a question is one step from a decision. A reply within an hour catches them “while it’s hot”; a reply after two days reaches someone who has already bought elsewhere.
• Fewer Discussions and disputes — a doubt cleared up promptly less often turns into a complaint or an unresolved Discussion, which can seriously drag your metrics down.

So fast message handling is part of the same puzzle as efficient packing and shipping. If you want to see how to shorten the whole cycle from order to dispatch, check out the post on how to speed up order handling.

How Allegro measures response time — two metrics and the “24h clock”

In the quality panel you’ll find two related but separate metrics tied to communication:

• On-time replies — what percentage of customer questions you handled within 24 hours. This is the “did you make it” metric.
• Average response time — how fast you reply on average. This is the “how fast” metric. (Note: this metric is set to disappear in the update on August 26, 2026 — more on that below.)

The 24-hour clock starts from the buyer’s first message in a given thread and — crucially — pauses on weekends and holidays. If a question came in on Friday evening, you effectively have until Monday, but it’s not worth playing at the edge: the customer doesn’t know about this rule and is simply waiting.

Below are the approximate levels Allegro assigns to average response time. Treat the thresholds as a reference point and check the current values in your own panel:

The points mechanism is graduated: the faster you reply, the more points for every “saved” hour, and exceeding 24 hours works in reverse — it subtracts points. The exact weights are updated from time to time, so treat specific figures (e.g., the maximum pool for this metric) as approximate and verify them at the source, i.e., the My Sales Quality panel.

Super Seller and response time — specific thresholds

The Super Seller badge isn’t a “reward for seniority” but a set of hard conditions assessed daily. Response time is one of the pillars. Below are the key criteria (values are approximate — Allegro can adjust them, so check the final thresholds in the official help and in the panel):

You can clearly see it: two of the six conditions relate directly to communication, and a third (unresolved Discussions) is closely tied to it. You can’t “work around” poor message handling with good shipping results — these metrics count separately.

The badge’s benefits are concrete: greater buyer trust, better visibility in results, and access to training materials. For many sellers it’s a real sales lever — which is why it’s worth watching response time as closely as your stock levels or Allegro commission rates.

What changes on August 26, 2026

This matters, because the dates have shifted. Allegro announced a major overhaul of the My Sales Quality panel, originally for July 27, 2026, but the changes have been postponed to August 26, 2026. As of now (July 2026) the previous rules still apply, so keep an eye on the notices in the panel so the new scoring doesn’t catch you off guard.

The most important announced changes (values are approximate — confirm them in the official Allegro help):

• Smaller points pool — the maximum number of points drops from about 500 to about 400.
• Some metrics disappear — including “Average response time”, “Unresolved discussions”, and “Buyer recommendations”.
• New metrics appear — including “Complaint handling time” and “Unresolved customer problems”.
• On-time replies gain weight — roughly about 10 points for each 1% of on-time replies above the 95% threshold.
• Broader counting of questions — the metric will also include replies to questions asked via the “Ask about purchase” option in the order details.
• New Super threshold — the Super level starts at roughly about 230 points on the new scale.

The practical takeaway: the role of “did you reply within 24h” grows even further, because on-time replies get a bigger share of the pool, while the separate reward for average time alone disappears. Keeping a high share of on-time replies becomes even more worthwhile — and even more painful when it drops.

How to actually reply faster — a playbook without a full-time inbox job

The theory is simple; the difficulty is operational: how to reply within 4 hours while selling across several channels. Here’s a proven set of actions, ordered from the simplest.

1. Set up notifications and work from the mobile app

Turn on push and email notifications for new messages and Discussions. The Allegro mobile app lets you reply from your phone in seconds — even a short “I’m checking and will get back to you by end of day” stops the customer’s waiting clock and reduces the risk of escalation.

2. Build a library of ready-made replies (templates)

80% of questions repeat: “when will you ship?”, “is there an invoice?”, “does it fit model X?”, “how do I return an item?”. Prepare 10–15 templates with spots for personalization. Answering a typical question should take seconds, not minutes. Just remember to make the template sound human, not like a form.

3. Introduce internal SLAs and service windows

Instead of reacting chaotically, set 2–3 fixed “windows” for messages per day (e.g., 9:00, 13:00, 17:00) plus a quick glance in the morning and evening. That way no question sits longer than a few hours, and you don’t interrupt packing every ten minutes. An internal goal of “we reply within 4 hours max on business days” is easier to keep than a vague “we reply fast”.

4. Prioritize Discussions and complaints

An ordinary pre-sale question can wait an hour; an open Discussion or a complaint signal cannot. Unresolved Discussions hit your metrics harder than a late reply to a question about color. Set the order: Discussions and post-sale matters first, then the rest.

5. Reduce the number of questions at the source

The fastest reply is the one you don’t have to give. Expand your listing descriptions with a frequently-asked-questions section (delivery, invoice, returns, compatibility), add a size or spec table, and upload clear photos. Fewer questions = easier to keep your response time under 4 hours.

6. Bring your channels together in one place

If you also sell on Empik, Amazon, or your own store, jumping between panels kills your reaction time. More and more sellers consolidate communication and orders in a single integrator/CRM-type tool (the Nimo product in development is aiming to be one of these), so no message gets lost between platforms. Efficient multichannel handling is also made easier by order in your data — see order automation and a stable Allegro integration.

The Discussion autoresponder — is it worth using?

Allegro’s Discussion autoresponder automatically sends a welcome message when a buyer opens a Discussion. It’s a handy tool, but you need to understand its role.

What it gives you:

• An immediate first response, even when you’re offline — the customer knows the matter has been noticed.
• The ability to set expectations (“we’ll reply on the merits within 24h on business days”) and paste a link to frequently asked questions.
• Support for your timeliness metric and seller credibility.

What it does NOT replace:

• A real reply. An automatic welcome message is not a resolution. If nothing concrete follows it, the Discussion may still be marked as unresolved, and that hits your metrics harder than a lack of speed.
• Quality assessment by the Allegro team. Support can review correspondence — the autoresponder alone won’t “secure” Super Seller status for you.

The rule: an autoresponder buys you time and sets expectations, but you have to close the substantive matter on time. Treat it like a front desk, not a support department.

Checklist: fast message handling on Allegro

If you’re selling on several platforms at once, also read how to manage it organizationally in the piece on how to sell on Allegro and Amazon at the same time — the same service habits work on every marketplace.

How to measure and keep track of your own response time

You can’t improve what you don’t measure. You’ll find the communication metrics in the My Sales Quality panel — check them regularly, because the statistics are calculated over the last 30 days, and a single bad week can drag your average down long after you’re back in form.

What to look at during a review:

1. Share of on-time replies — this is the first metric to watch. If it drops below the Super Seller threshold, find the specific messages that expired and check what delayed them (weekend, vacation, overload, a missed notification).
2. Average response time — if it hovers around 8–16 hours, it’s a sign that messages sit until the evening or the next day. The solution is usually additional service windows during the day, not longer working hours.
3. Unresolved Discussions — even one neglected Discussion weighs more than a few slower replies. Treat them as priority number one every day.

The most common mistakes that ruin this metric are mundane: push notifications turned off, no service around holidays, a single person as a bottleneck on vacation, messages “put off for later” that vanish in the rush, and stopgap replies that don’t resolve the matter (the customer keeps asking, the thread drags on, and the Discussion stays open). Eliminating even half of them is usually enough to jump from a neutral level to good or Super.

It’s also good practice to arrange a backup: if one person handles support, make sure someone takes over the inbox and Discussions while they’re away. The 24-hour clock doesn’t pause for your vacation — it pauses only for weekends and public holidays.

Frequently asked questions

Does response time count on weekends and holidays?

No. When calculating response time for customer questions and messages in Discussions, Allegro doesn’t count Saturdays, Sundays, or public holidays. So for a question from Friday evening, you effectively have until Monday to handle it. Even so, it’s not worth stalling — the buyer counts the hours their own way and is simply waiting for a reply.

What happens if I don’t reply within 24 hours?

You lose points for timeliness, and exceeding 24 hours lowers your quality level. In Discussions, a lack of response can end with the matter being marked as unresolved and an intervention by the Allegro team. Repeated failure to reply risks account restrictions in extreme cases, which is why it’s one of the more important metrics to watch.

What average response time earns the maximum points?

You’ll get the highest rating (Super level for this metric) and the maximum points when your customers receive replies in under 4 hours on average. Up to 8 hours is a good level, up to 16 hours neutral, and over 24 hours — unacceptable.

Is an autoresponder enough to maintain Super Seller status?

No. An autoresponder provides an immediate first message and supports timeliness, but it doesn’t replace a substantive reply or the resolution of the matter. For the status you need a genuinely high share of on-time replies (roughly around 99%) and a low number of unresolved Discussions — the automation alone won’t handle that.

Do replies to “Ask about purchase” questions count toward quality?

From the panel update scheduled for August 26, 2026, the On-time replies metric is set to also include replies to questions asked via the “Ask about purchase” option in the order details. The scope and weights may still change, so confirm the current state in the My Sales Quality panel and in the official Allegro help.