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KrisShop Australia Seller Support
Customer Communication & Performance
Response Time & SLA Performance

Articles in this section

What is the minimum acceptable Chat Response Rate (CRR)?
How is my overall Seller Rating calculated?
Are there separate SLAs for non-order related inquiries (e.g., product details)?
What is the maximum response time for customer chat messages?
If I receive a message after business hours, when must I respond?
If I am away from my desk, how can I maintain my CRR?
If a customer sends multiple messages, do they all count against my CRR?
How is 'response time' measured for my CRR?
If I am unable to resolve a query, should I still respond within the SLA?
How can I quickly respond to all pending chats?

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How does high CRR benefit my store?

11 February 2026 09:59

High CRR improves your overall Seller Rating, increases customer satisfaction, and may qualify you for platform benefits.

KrisShop Australia Seller Support