Tuesday, 11:20 a.m. A buyer asks whether a handle fits their model. The message reaches the Message Centre and disappears into the queue. You reply on Thursday morning. The customer thanks you and places the order. From their perspective, everything ends well. In Allegro's sales quality panel, however, the same situation can lower the score — and the size of the loss depends on the number of messages in the 30-day window.
How Allegro measures on-time replies
Under the changes in force since 26 August 2026, the maximum sales quality pool is 400 points, and the Super level starts at 230 points. The On-time replies measure ranges from −285 to +50 points and follows one threshold rule:
- the reference point is 95% of messages answered within 24 hours;
- Allegro awards 10 points for every percentage point above the threshold, up to a maximum of 50 points at 100% on-time replies;
- it deducts 3 points for every percentage point below the threshold, down to −285 points.
The measure includes questions from Discussions and the Message Centre, as well as questions submitted through the “Ask the seller a question” and “Ask about a purchase” functions. Saturdays, Sundays and public holidays are not included in the response time. In practice, a message received over the weekend must be handled by 11:59 p.m. on Monday, while a message received on a public holiday is due by 11:59 p.m. on the next working day.
The scoring is percentage-based, so the impact of one mistake depends on message volume. With a small number of contacts, the same late reply changes the result more than it does with a larger volume.
Why the same mistake costs different amounts
A seller who received 100 messages in 30 days has 99% on-time replies and 40 points in this measure after one late reply. With 20 messages, one late reply brings the result down to 95%, which means zero points.
| Messages in 30 days | On-time rate after 1 late reply | Points in the measure | Loss versus 100% |
|---|---|---|---|
| 10 | 90% | −15 | −65 |
| 20 | 95% | 0 | −50 |
| 25 | 96% | +10 | −40 |
| 50 | 98% | +30 | −20 |
| 100 | 99% | +40 | −10 |
The table assumes one late reply and shows the difference from the maximum 50 points available in this measure.
The chart shows the same mechanism: the On-time replies measure is worth up to 50 points, or 12.5% of the full positive pool of 400 points, but the loss after one late reply depends on the number of messages. With 10 messages, the loss versus the full score for this measure is 65 points; with 100 messages, it is 10 points.
Why this is not a theoretical exercise
The Super level starts at 230 out of 400 points. The largest single pool — 160 points for Fast dispatch — depends on logistics and usually does not change from one day to the next. On-time replies, by contrast, are directly affected by how message work is organised. With a low contact volume, one late reply can move an account from a positive result to zero or a negative result in this measure.
If there are no messages or Discussions in a 30-day period, Allegro applies a separate rule: with fewer than 10 orders, it awards 25 points; with at least 10 orders, it awards 50 points. This is not an assessment of reply quality, but a rule for the absence of events during that period.
Operational implications
- Calculate the impact of one message on your result. With 20 contacts, one late reply changes the on-time rate by 5 percentage points; with 100 contacts, by 1 percentage point.
- Treat 95% as a boundary, not a target. Only a result above this threshold produces positive points.
- Arrange cover for Friday afternoon, the weekend and Monday morning. Messages received on public holidays are measured against the next working day.
- Do not build the process around one person. Holidays, sickness or a sudden workload spike can quickly change the whole measure when message volume is low.
If maintaining cover is not cost-effective, compare its cost with external customer service. Marketplace365 describes its service as supporting Allegro sales, including replies to messages. This is a service provider's offer, not an independent quality benchmark; details are available on the Marketplace365 website.
Sources
- Allegro seller help — How points are awarded in each sales quality measure
- Allegro help — Moving the sales quality changes to 26 August
- Allegro help — How to check your sales quality results
- Allegro Sales Center — sales quality results
- Marketplace365 — Allegro service page
Damian Kuczyński
Marketplace365 / Salesupply Poland