> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gamer2z.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders & delivery

> The full order lifecycle, statuses, and how the delivery SLA works.

## Order lifecycle

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

| Status            | Meaning                                                                           |
| ----------------- | --------------------------------------------------------------------------------- |
| `PENDING_PAYMENT` | Created, awaiting the buyer's payment.                                            |
| `PAID`            | Paid; funds held in Gamer2z Shield. The delivery clock starts at payment success. |
| `DELIVERED`       | The seller has delivered; the buyer's review window is running.                   |
| `ON_HOLD`         | Confirmed (manually or automatically); in the protection hold.                    |
| `COMPLETED`       | Hold cleared with no dispute — funds released to the seller.                      |
| `DISPUTED`        | A dispute is open; auto-release is paused while it's reviewed.                    |
| `REFUNDED`        | The order was refunded to the buyer.                                              |
| `CANCELLED`       | Cancelled before payment.                                                         |

### 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.

## 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.

<Steps>
  <Step title="Clock starts at payment">
    The SLA clock begins at `paidAt`, not at order creation.
  </Step>

  <Step title="Grace period">
    A **30-minute grace** is added on top of the promised delivery time.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Warning>
  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](/trust/disputes-and-refunds) so each case is reviewed.
</Warning>

<Note>
  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).
</Note>