Messages, Channels and Custom Reports
Overview
Three tabs under Reports go beyond the built-in reports: Messages for how quickly you answer buyers, Channels for every sales channel side by side, and Custom for charts you build yourself.
Requires Pro or Max
Reports are on Pro and Max. Your 14-day trial includes them.
Messages
Reports > Messages shows how your shop handles buyer messages over the period you pick. It opens on the last 30 days.
| Card | What it counts |
|---|---|
| Buyer Messages | Messages buyers sent in the period |
| Answered | Buyer messages the shop replied to by the end of the period |
| Average Reply Time | For each answered message, the time until your next message in the conversation |
| Conversations | Conversations whose last message falls in the period |
Only your first reply after a buyer's message is timed. A follow-up reply counts as a reply but does not change the average.
Below the cards:
- Reply Time: your average reply time per day, week or month.
- Message Volume: messages received and sent.
- Replies Sent Through Verbstack: replies and reply time by teammate. A reply sent on Reverb directly is not attributed to anyone.
- Waiting for a Reply: conversations where the buyer wrote last, more than 24 hours ago, with no reply since. This list shows right now, not the selected period. Select a row to open the conversation in the Inbox.
Select Customize to show, hide or reorder these sections.
Channels
Reports > Channels has one row for each sales channel: your Reverb shops and any sales channels from ShipStation. It follows the shop switcher and opens on all time.
- By Channel shows each channel's Orders, Units, Revenue, Marketplace Fees, Shipping Cost, First Order and Last Order, with a total.
- By Month shows them month by month, with Item Sales and Shipping Revenue split out, for All Channels or one channel.
ShipStation does not report marketplace fees, so a ShipStation channel's fees read Not Available. Select Manage Stores to choose which ShipStation stores count.
Custom
Reports > Custom holds charts you build and save for your whole team.
Build a chart
- Select New Chart.
- Under Data, choose a Data Source, a Calculation and a Field. Sources include orders, listings, customers, reviews, shipments, bump performance and operating expenses.
- Optionally Add Filter, set Group By (for example brand, category or condition), and choose a Period.
- Pick a Chart Style and a Title. The preview updates as you go.
- Select Save Chart.
A chart needs a period or a grouping to save.
Manage your charts
Each chart has a menu with Edit Chart, Move Up, Move Down, Add to Dashboard and Delete Chart. Each chart also has its own date range, which you can change without saving it.
Who can do what
Saved charts are shared with everyone on your account. Editors and admins build, edit, move and delete them. Viewers read them, and anyone can add a chart to their own Dashboard.