Customers can contact you two ways: by submitting a project request through one of your listings, or by clicking the "Contact" button on your profile. In either case, we ask that you respond within 24 hours. If you're not able to do that, the customer will receive an email asking if he or she would like to hear from other makers. If the customer expresses interest in doing so, the job will appear on the Job Board, giving other makers the opportunity to contact the customer. You can still make contact with the customer at that point, but you’ll no longer have exclusive access.
We know it's not always easy to respond to a customer within a day. But customers are twice as likely to buy when they get a response within 24 hours. Our goal is to ensure every customer receives a response in a timely fashion, while generating as much work for our community of makers as possible.