At Shipflee Logistics Pvt. Ltd., we prioritize transparent, prompt, and hassle-free financial settlements. This policy outlines our terms regarding order cancellations, wallet credits, double-debit resolutions, and in-transit loss claims.
1. Shipment Cancellation & Immediate Wallet Refund
Merchants and senders can cancel a booked shipment directly from their dashboard at any point prior to physical courier pickup handover.
- Upon successful pre-pickup cancellation, 100% of the freight charge deducted for that shipment is immediately refunded and credited back to your Shipflee prepaid digital wallet.
- Once a parcel has been physically scanned and picked up by the delivery agent, cancellation is no longer feasible as the package has entered linehaul transit.
2. Payment Gateway Double-Debits & Failed Recharges
In rare instances where a technical timeout occurs during wallet top-up or online payment, causing your bank account or UPI to be debited twice for a single order:
- The duplicate deducted amount will be verified automatically by our automated reconciliation system within 24 to 48 hours.
- Once verified, the full duplicate deduction will be credited back to your original payment source (bank account / UPI / credit card) within 5 to 7 working business days in accordance with banking guidelines.
3. In-Transit Loss, Damage & Claim Settlements
If a consignment is proven lost or damaged in transit while under carriage with an integrated delivery partner:
- The Consignor must initiate a formal claim ticket by emailing support@shipflee.com within three (3) calendar days of delivery (or within 7 days of package declared lost by the carrier).
- The sender must provide valid order invoice documents, packaging images showing external condition, and damage proof.
- All formal claims are investigated and resolved within 14 to 21 working days from the date of submission. Compensation is processed in accordance with standard carrier liability limits or active transit coverage.
4. Non-Delivery & Failed Pickups
- In the event a scheduled doorstep pickup cannot be executed due to operational reasons attributable to the courier partner, the booking fee is credited back in full to your Shipflee wallet.
- In cases of non-delivery or buyer refusal (Return-to-Origin), initial forwarding freight is non-refundable as the transportation service was performed.
5. Need Help with a Refund?
Our dedicated accounts team is available to assist you with any billing or refund questions:
- Email: support@shipflee.com
- WhatsApp Support: +91 6201092314