Refills — topping a dropped count back up
Some services include a refill: if the delivered count drops after the order finishes (for example, some delivered members leave), the provider tops it back up at no extra cost. This page covers when you're entitled to one, how to ask, and what the automatic protection does without you asking.
When an order qualifies
A refill is available when all of these are true:
- The service supports refills. Refill-capable services advertise it — look for the refill tag on the service's card and row (often with the window, e.g. "Refill 30d"). If the service doesn't include one, the request is refused with "This service doesn't include a refill."
- The order has settled as Completed or Partially delivered. Until then you'll see "You can request a refill once the order has finished delivering."
- You're inside the guarantee window, counted from the order's completion time. The window is the order's own guarantee length if it carries one, otherwise 30 days. Past it, the request is refused with the exact window named: "The 30-day refill window for this order has closed."
Guarantee windows by plan
| Plan | Included guarantee on every order |
|---|---|
| Free / Lite / Plus | none included — a 30-day guarantee can be bought at checkout (+8%) |
| Elite | 30 days, included free |
| Master | 60 days, included free |
| Ultimate | 90 days, included free |
On plans with an included guarantee the checkout's guarantee toggle simply shows "Included" — you don't pay the +8%.
Requesting a refill
- Open the order — in the Delivery console inside your Boost dashboard, or on the Orders page.
- Press "↻ Request refill" (labelled simply "Refill" on the Orders page row). The button only appears when the order qualifies.
- The provider is asked to top the order back up. On success the button changes to "✓ Refill requested", the confirmation reads "Refill requested — the provider is topping it back up", and the request is stamped onto the order's delivery timeline.
The provider then re-delivers the missing units the same way the original order was delivered — you'll typically see the count recover over hours, not instantly.
If the provider can't start the refill right now (a temporary upstream problem), you'll see "The provider couldn't start a refill" with the reason — try again a little later; your window doesn't care about failed attempts, only the calendar.
Via the API: the refill action does the same thing for eligible orders, and refill_status reports the refill's progress (Pending, In progress, Completed, Rejected). See The Boost API.
Automatic drop protection (guaranteed orders)
Orders with a guarantee — bought at checkout or included by your plan — are also protected without you doing anything:
- The delivered count is re-measured automatically at day 7 and day 30 after completion ("drop checks", visible on the order's detail).
- If the count regressed, a refill is requested for you; if the supplier will not refill it, the shortfall is credited back to you as boost credit — a "guarantee make-good" that appears in your boost-credit statement.
So on a guaranteed order, the manual Request refill button is your fast path — the safety net runs regardless.
Rules and edge cases
- A refill never charges you. It's part of what you already bought.
- Refills restore, they don't add. The provider tops the count back toward what was delivered — a refill can't push you past the original order.
- Repeated drops within the window can be refilled again — the button stays available while the order qualifies.
- Partial orders refill too, toward their delivered portion (the undelivered remainder was already refunded — see Cancellations and refunds).
- Check the tag before you buy. If the count holding matters to you, prefer services advertising a refill window, or add the guarantee at checkout.
FAQ
How do I know if my order still has time left? The window counts from the order's completion timestamp (shown on the order detail). Add the guarantee days (or 30) to that date.
My count dropped but the Refill button isn't there. Either the service doesn't include refills, the order hasn't settled yet, or the window has closed — the store shows the exact reason if you try. If none of those fit and the drop is real, use "Report a problem" on the order and pick "Delivered then dropped".
Does requesting a refill change my order's status? No — the order stays Completed (or Partially delivered). The refill is tracked on the order's timeline and in the refill status.
Is a refill the same as a refund? No. A refill restores the delivered count at no cost; a refund returns money. Refunds are covered in Cancellations and refunds.
Next: when money should come back instead of units, read Cancellations and refunds.