How Resolution Rate works
The 7-day verification loop is the only thing that moves Resolution Rate. No stars, no tiers, no badges.
Every published complaint can sit in one of four public states: published (waiting on a reply), response_pending_verify (the company replied; we're waiting on the consumer to confirm), resolved (the consumer confirmed "yes"), and no_response_from_user (the consumer never answered the verification email after seven days).
Why a 7-day window
Long enough for someone on holiday to come back to it. Short enough that an old complaint doesn't drag the metric while the consumer's mind is elsewhere. We picked seven days deliberately — and we re-evaluate it twice a year against actual response rates.
Why "no answer" doesn't count as resolved
Silence is not the same as success. If we counted it as resolved, every reply that wasn't actually a fix would still bump the company's score after a week. So no_response_from_user is its own bucket — visible, neutral, and excluded from the Resolution-Rate numerator.