Non-fulfilled orders are considered the seller’s fault in the following situations:

Seller-initiated cancellations 
Shopee system cancellations
Returns/refunds (excluding Return/Refund of Items in Original/Sealed Condition requests)

These cases will be counted towards your Non-fulfilment Rate (NFR).Non-fulfilment Rate (NFR): NFR refers to Non-fulfilment Rate, the percentage of orders (out of total orders) that were either cancelled or returned in the past 7 days.