At Shiplystic Private Limited, we strive to deliver complete transparency in logistics technology services. As a software platform bridging merchants with courier partners, this Refund & Cancellation Policy defines the terms for order cancellations, wallet adjustments, and refund claims.
1. Shipment Cancellation Policy
-
Cancellation Before Pickup:
You may cancel any booked shipment at any time prior to parcel collection by the designated courier partner. In such cases, 100% of the freight charges are immediately credited back to your Shiplystic wallet or original payment source.
-
Cancellation After Pickup / In-Transit:
Once a parcel has been picked up by the courier driver or is in transit, the shipment cannot be cancelled. Standard shipping charges will apply, and Return to Origin (RTO) protocols will take effect if requested.
2. Refund Eligibility & Wallet Credits
Refunds or account credits are processed under the following verified conditions:
- Failed Technical Bookings: If your account is debited but the shipment waybill (AWB) fails to generate due to platform API errors, the amount is automatically credited back within 24 hours.
- Duplicate Payment Transactions: Any verified duplicate deduction for a single shipping transaction will be refunded in full upon verification.
- Unattempted Pickup Breaches: If a courier partner fails to attempt pickup within SLA limits and the merchant cancels the booking, full shipping fees are refunded.
3. Weight Discrepancy Dispute Resolution
In the event of a weight discrepancy raised by a courier partner (where dead weight or volumetric weight charged exceeds your declared weight):
- Merchants may raise a weight dispute within 7 days of invoice/charge creation via the Shiplystic NDR dashboard.
- Provide proof of dimensions, parcel images on a digital scale, and packaging invoice.
- Upon successful dispute validation with the carrier, excess weight charges are refunded directly to your wallet.
4. Refund Processing Timelines
| Refund Type | Resolution Target | Credit Destination |
|---|---|---|
| Pre-pickup Cancellation | Instant to 2 Hours | Shiplystic Wallet |
| Technical / Duplicate Debit | 24 to 48 Hours | Wallet / Bank Account |
| Weight Dispute Claim | 5 to 7 Business Days | Shiplystic Wallet |
| Bank Source Refund | 7 to 10 Business Days | Original Payment Source |
5. Support & Refund Assistance
To initiate a refund request or check claim status, reach out to our Finance Support Desk:
SHIPLYSTIC PRIVATE LIMITED — Finance Desk
Refund Support Email: support@shiplystic.com
Support Line: +91 9422799941