MARA tracks whether replies are actually published and visible on the review platform — not just sent from the MARA interface.
Some platforms (such as Booking.com or Google) may delay publishing or sometimes reject replies. In your MARA Inbox, a reply marked as “reply sent via MARA” but not “published” means MARA hasn’t found a publicly visible reply on the platform yet (allow for a delay of max. 24 hours as this update of the reply status happens every night).
Response rate calculations only include replies with status “published.” If replies remain “not published” for more than 3–4 days, check the review platform’s extranet to confirm if your reply was rejected or the review was deleted. If the review was deleted on the platform, notify our support with a screenshot for manual deletion from your inbox. Rejected replies need to be updated in the platform’s extranet.