The one thing that matters: reply to every marketplace lead RV Help sends you — even if the answer is no, and even if you only need a minute. Fast, consistent replies build trust and help your visibility within your area and tier. Missing a lead is frustrating, but it does not remove you from search or stop new leads.
What we track
We measure how quickly you first act on each lead, from invite to your first qualifying action (below). Customers may see “Typically responds within…” on your listing when your recent reply pattern is strong.
This does not apply to jobs you create yourself in Pro Tools or to OEM portal workflows.
Timing uses business days (Monday–Friday). You have about 5 business days before an unanswered lead counts as a no-response.
What counts as a response?
Any of these stops the clock on that lead:
Accept the job or lead
Decline (with a reason) — “not a fit” still counts
Message the customer in the workroom
Send a quote or estimate
Schedule the job (when that accepts the lead for you)
Opening a lead does not count. You need one of the actions above.
If you miss a lead
What happens | What does not happen |
Your “responds quickly” line may disappear for about 30 days after a no-response | You are not removed from search |
Recent leads weigh more than old ones | You are not blocked from new leads |
Keep replying to new leads. A bad week followed by steady replies can recover your standing.
You do not need to memorize internal labels (e.g. “Highly Responsive” vs “Responsive”). Those are system details. Your job is simple: reply to every lead, as soon as you reasonably can.
Leads that do not count against you
Jobs you created in Pro Tools (not marketplace invites)
Customer cancelled or job expired before you could reply
Another provider was already chosen
Customer finished off-platform (no provider selected on RV Help)
Search visibility
Reply rate is one factor among many — verified reviews, payments tier, distance, insurance, background check, and more.
You stay in your distance band and payments tier; responsiveness helps you compete within that group.
Losing the “responds quickly” line does not delist you.
See How to Improve Your Search Visibility on RV Help for the full picture.
Review your lead history
Provider dashboard → Leads
How this is calculated on the responsiveness card, or Export Data on the Leads page
Download the CSV to see each lead, reply time, and exclusions
Export before contacting support if you think a specific lead was scored wrong.
Common questions
On vacation?
Decline open leads before you go, or reply when you’re back. Declining counts.
Need more info first?
Send a workroom message. That counts as a reply.
Reply on a weekend?
It’s still recorded. Business-day speed buckets use weekdays.
Does declining hurt me?
No. Declining beats silence.
Already missed one?
Focus on new leads; the trust line and your stats improve as recent replies stack up and the 30-day window moves on.
Getting help
Email: support@rvhelp.com
In-app: Support in your provider dashboard
Include your export and specific leads if something looks incorrect.
Quick reference
Do: Reply to every lead · Decline when you can’t take it · Message when you need details · Check Leads regularly
Don’t: Assume one miss removes you from search · Leave leads open without acting · Ignore leads you can’t take — decline instead