Trust Methodology
How ArosaPay measures merchant performance. This document explains every metric, formula, badge threshold, and anti-manipulation control applied to merchant performance indicators.
Last updated: February 2026
1. Purpose
ArosaPay publishes merchant performance indicators to provide transparent, measurable information about transaction outcomes.
All displayed metrics are calculated from completed transactions processed through ArosaPay. Metrics are based on defined rolling time windows and are subject to continuous monitoring.
This page explains how each metric is calculated.
2. Data Source & Scope
Performance metrics are calculated from:
- Completed protected transactions
- Delivered transactions
- Approved transactions
- Disputes formally opened within ArosaPay
- Refunds issued through ArosaPay
Metrics do not include:
- Off-platform activity
- External reviews
- Transactions not processed through ArosaPay
Unless otherwise stated, metrics reflect activity within the last 90 days.
3. Definitions of Key Metrics
3.1 On-Time Delivery Rate
The percentage of delivered transactions completed within the merchant's declared delivery window.
Window: Rolling 90 days.
- Delivery window is defined at the time of transaction creation.
- Adjustments to delivery window after creation do not affect historical metrics.
- Only transactions marked "Delivered" are included.
3.2 Buyer Approval Rate
The percentage of delivered transactions approved by buyers after inspection.
Window: Rolling 90 days.
- Approval occurs when the buyer confirms satisfaction.
- Transactions resolved through dispute are excluded.
- Auto-expired or cancelled transactions are excluded.
3.3 Dispute Rate
The percentage of completed transactions that required formal dispute review.
Window: Rolling 90 days.
- A dispute is counted only when formally opened within ArosaPay.
- Informal buyer inquiries are not classified as disputes.
- Disputes resolved in favor of either party are counted equally.
3.4 Refund Rate
The percentage of completed transactions that resulted in a refund.
Window: Rolling 90 days.
- Refunds issued through dispute resolution are included.
- Merchant-initiated cancellations before delivery are excluded.
3.5 Completed Transactions
A completed transaction is defined as a transaction where:
- Funds were captured and held
- Delivery was marked
- Buyer approved payment
- Payment was released
Only completed transactions are used for performance scoring.
4. Rolling Windows & Stability Controls
To prevent short-term volatility from distorting performance indicators:
- Metrics are calculated on rolling time windows.
- Minimum transaction thresholds apply before badges are displayed.
- New merchants may not display certain badges until sufficient data exists.
This prevents isolated events from disproportionately affecting displayed metrics.
5. Badge Eligibility Standards
Badges are awarded based on objective thresholds. Badge eligibility is recalculated daily.
| Badge | Threshold |
|---|---|
| Verified Merchant | Identity verification complete + payout account validated |
| On-Time Delivery | ≥ 90% on-time delivery (last 90 days), minimum 30 delivered transactions |
| High Buyer Approval | ≥ 97% approval rate (last 90 days), minimum 30 delivered transactions |
| Low Dispute Rate | ≤ 1% dispute rate (last 90 days), minimum 50 completed transactions |
| Established Merchant | ≥ 200 completed transactions |
6. Tiering & Risk Controls
Merchant performance may influence:
- Reserve requirements
- Payout timing
- Transaction limits
- Inspection windows
Tier movement is determined by defined eligibility criteria and rolling performance thresholds.
Manual overrides require documented justification and are audit-logged.
7. Dispute Resolution Standards
When a dispute is opened:
- Funds remain held in custody.
- Evidence is requested from both parties.
Resolution is based on:
- Transaction terms
- Delivery proof
- Communication records
- Inspection evidence
Average resolution time is measured from dispute opening to final decision.
8. Anti-Manipulation Controls
To preserve metric integrity:
- Only completed transactions qualify for reviews.
- Reviews are limited to one per transaction.
- Suspicious patterns (device duplication, abnormal velocity, linked accounts) are flagged.
- Certain low-value transactions may be weighted differently in risk models.
- Metrics are smoothed to reduce the impact of outliers.
ArosaPay may exclude data points deemed fraudulent or artificially generated.
9. Data Refresh Frequency
Merchant performance metrics are:
- Updated daily
- Based on rolling transaction data
- Subject to recalculation if transaction states change
Displayed metrics reflect the most recent confirmed dataset.
10. Transparency & Accountability
Performance indicators are:
- Derived from on-platform data only
- Calculated using consistent formulas
- Subject to audit logging
- Not influenced by advertising spend or merchant payments
Merchants cannot purchase badges or modify metrics.
11. Limitations
Performance metrics:
- Reflect historical data
- Do not guarantee future outcomes
- Do not represent off-platform conduct
- May vary by product category or order value
Buyers are encouraged to review merchant listings and transaction terms before completing payment.
12. Contact & Inquiries
Questions regarding methodology may be directed to:
support@arosapay.com