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Order lifecycle

An order moves through a clear set of statuses from payment to completion.

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Key timestamps

  • paidAt — when payment succeeded. The delivery SLA clock starts here.
  • deliveredAt — when the seller marked the order delivered; starts the review window.
  • releasedAt — when the hold cleared and funds moved to the seller’s available balance. This is the canonical “order completed” moment.

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Delivery time & SLA

Each offer carries a single delivery time, entered as a duration plus unit (minutes, hours, or days) and stored canonically in minutes. At purchase, that promise is snapshotted onto the order.
1

Clock starts at payment

The SLA clock begins at paidAt, not at order creation.
2

Grace period

A 30-minute grace is added on top of the promised delivery time.
3

Breach is flagged

If a hand-delivered order passes paidAt + delivery time + 30 min undelivered, it’s flagged as an SLA breach: the buyer is notified and the seller’s late-delivery counter increments.
An SLA breach does not trigger an automatic refund, and the buyer cannot self-cancel a paid order. Breached or problematic orders are resolved through the dispute process so each case is reviewed.
Instant categories (keys, gift cards, accounts) deliver on payment, so the SLA clock effectively applies to hand-delivered categories (in-game currency, top-ups, items).