Seller rating

How to exclude an order from your completion rate

April 14, 2025

Excluding Returned or Canceled Orders from Completion Rate

Your completion rate on Gumliz reflects your reliability as a seller. However, we understand that exceptional circumstances may occur. You may request to exclude up to 3 orders from your completion rate calculation within a rolling 12-month period.

When should you request an exclusion?

  • The order was returned due to a shipping issue outside your control

  • The buyer canceled the order before it was processed

  • Unexpected or uncontrollable issues occurred

How to request an exclusion:

  1. Compose an email with the subject line: Request to Exclude Order from Completion Rate

  2. Include the following information:

    • Order ID

    • Order date

    • Reason for exclusion

  3. Send the request to: support@gumliz.com

The Gumliz support team will review your request and respond within 2 business days. If approved, the order will be excluded from the total order count used to calculate your completion rate.

For further assistance, feel free to reach out to Gumliz Support.