Your Order Completion Rate shows how reliably you deliver. It is the share of your orders that did not end in a seller-side refund or suspension. We measure it separately for each product category, and each category has its own limits.
Check your standing any time in Control Center › Reputation › Reliability. Ratings update once a day.
Categories
Category | Includes |
|---|---|
Accounts | Manual and automatic delivery accounts |
Currencies | Classic items (including gift cards), templated currencies and batched items, customizable templates |
Topups | Templated top-ups and unique items, game keys |
Services | Service profiles, prepaid requests, buyer requests, boosting and coaching |
Rating Tiers
The percentages below are refund rates. A 95% Order Completion Rate equals a 5% refund rate.
Tier | Accounts | Currencies | Topups | Services |
|---|---|---|---|---|
Standard | 0-5% | 0-10% | 0-12% | 0-5% |
Needs attention | 5-8% | 10-14% | 12-16% | 5-8% |
Warning | 8-14% | 14-18% | 16-20% | 8-14% |
Critical | 14-20% | 18-22% | 20-25% | 14-20% |
Action required | Over 20% | Over 22% | Over 25% | Over 20% |
What Each Tier Means
Tier | Seller fee | Shown to buyers |
|---|---|---|
Standard | No change | Nothing |
Needs attention | No change | Nothing |
Warning | +15% | Offer list label: High Cancellation Rate |
Critical | +30% | Offer list label: Very High Cancellation Rate |
Action required | +50% | Offer list label: Very High Cancellation Rate |
Fee Increase
Only the percentage part of the seller fee goes up. The fixed fee and the buyer's service fee stay the same. See Income & Earnings for base fees.
It applies only to new orders in the affected category. Your other categories keep their normal fee.
The increase is capped at 8 percentage points.
Example: a 14.99% fee becomes 17.24% at Warning, 19.49% at Critical and 22.49% at Action required.
Labels Buyers See
Offer list label: shown next to your name on Topups and Currencies offer lists. It reflects your rate in that category only.
Profile badge: shown on your public profile. It reflects your worst category.
3-day grace period: a label appears only after you have stayed in the tier for 3 days.
Removal: a label disappears at the next daily update after your rate drops back below the tier.
Notifications
You get a notification when your overall rating (your worst category) drops to a lower tier.
On the 1st of each month, sellers below Standard get a summary of the categories that need work.
How the Rate Is Calculated
Counted as failures: suspended orders and refunds for seller-side reasons, such as non-delivery, unavailable stock, delivery problems or product issues. Refunds without a clear reason also count.
Not counted as failures: refunds where the buyer changed their mind or refused the order.
Chargebacks: a failed order that also received a chargeback counts twice.
Finished orders only: completed, refunded and suspended orders are included. Open and disputed orders count once they close.
No buyer contact: orders where the buyer never sent a message in the order chat or a dispute are left out.
Time window: the last 6 months. If a category has fewer than 20 orders in that period, your last 20 orders in it are used instead.
Recent orders weigh more: orders from the last 2 months count fully. Older orders gradually count less, down to half weight at 6 months.
Topups: only orders placed from August 1, 2026 are counted.
When Your Rating Takes Effect
20 orders minimum: no fee or label applies to a category until it has at least 20 orders. You can see your rate in the Control Center from 5 orders.
Active categories only: a category only counts while you still sell in it. That means at least 3 orders in the last 45 days, or 5 in the last 180 days. Otherwise it shows as inactive and has no effect.
Low-volume protection: with fewer than 10 orders in the last 30 days across all categories, your rating can improve but cannot get worse.
Improving Your Rating
Recent orders weigh the most, so a run of clean orders lowers your rate fastest.
Make sure buyer-caused refunds are recorded with the correct reason, since these do not count against you. See How to Handle Disputes.
If refunds were caused by a provider outage, a mass ban wave, confirmed buyer fraud or a platform bug, contact support to have those orders excluded.