Refund & Cancellation Policy
This policy explains cancellations and refunds for various transactions on the ShipyBox platform operated by Reliable International. Because ShipyBox is a logistics aggregation platform, several refund scenarios depend on Courier Partner policies; this policy outlines what is within our control and what is not.
Last updated: 16 June 2026 · Operator: Reliable International · Brand: ShipyBox
1. Account Cancellation
- A merchant may close their ShipyBox account at any time by writing to support@shipybox.in from their registered email.
- Pending invoices, undelivered shipments, COD remittances and dispute resolutions must be settled before closure.
- Upon closure, account data is retained per the retention schedule in our Privacy Policy.
2. Shipment Cancellation
Before pickup
Cancellation is generally free until the Courier Partner's pickup cut-off; the booking is voided and no freight charges apply.
After pickup
Cancellation is subject to the chosen Courier Partner's policy. Some Courier Partners permit cancellation pre-delivery; others bill RTO charges only. Where the consignment is already in transit, an RTO process must be initiated; forward freight plus RTO charges as per the rate card will apply.
Cancellation requests must be raised through the panel ticket or via support@shipybox.in with the AWB number.
3. Quote Cancellation
- Quotations issued by the ShipyBox Quote Engine are non-binding until accepted.
- A merchant may decline a quotation or request revisions at any time before acceptance.
- Once a quotation is accepted and shipments are tendered against it, applicable cancellation and refund rules above apply.
4. Wallet & Payment Refunds
For prepaid wallet top-ups, unused balances may be refunded to the original payment source upon written request, less applicable transaction charges levied by the payment processor, and subject to verification of identity and pending settlements.
5. Duplicate Payments
Duplicate payments due to technical errors are reconciled within seven (7) business days of detection and refunded to the original payment source. Merchants must share transaction proof within thirty (30) days of the duplicate event.
6. Failed Transactions
If your payment is debited but the corresponding wallet credit or order does not reflect, the amount is typically auto-reversed by your bank or payment processor within five (5) to seven (7) business days.
If not reversed in that period, write to support@shipybox.in with transaction proof; we will coordinate with the payment processor.
7. Refund Eligibility
Refunds are considered where:
- The Courier Partner officially confirms shipment loss within their published claim window, and a recovery is received.
- A weight dispute is decided in the merchant's favour by the Courier Partner.
- A damage claim is approved by the Courier Partner per their published process.
- A billing error is verified and accepted by ShipyBox.
- A duplicate or failed-transaction situation as described above.
8. Non-Refundable Situations
Refunds are not issued for:
- Delivered shipments where the buyer received the consignment.
- RTO consignments where freight and RTO charges are applicable.
- NDR cases where the Courier Partner has followed published attempt protocols.
- Shipments booked in violation of the prohibited or restricted items policy.
- Delays caused by force majeure events (clause 11 of the Terms).
- Excess-weight charges that have not been disputed within seven (7) days.
9. Transit Delays — Important Clarification
Courier transit delays — by themselves — do not qualify for a freight refund. Indicative transit times are estimates published by the Courier Partner and not service-level guarantees. A refund or credit may be considered only where (a) the underlying Courier Partner SLA covers the specific delay, or (b) ShipyBox, in its sole and reasonable discretion, approves a goodwill credit after reviewing the AWB, scan events and merchant impact.
Festive seasons, weather events, civic disturbances, strikes, address issues and remote-area service patterns are factored into Courier Partner SLAs and are not grounds for an automatic refund.
10. Weight Dispute Resolution
- Filed via the in-panel weight reconciliation workflow with photos, packaging dimensions and SKU evidence.
- ShipyBox represents the dispute with the Courier Partner. Outcomes may be: dispute upheld (refund or reversal credited to wallet), dispute rejected (charge stands), or partial settlement.
- Typical resolution window: 7 to 21 business days.
11. Billing Disputes
- Raise within seven (7) business days of invoice issuance.
- ShipyBox investigates and responds within five (5) business days; verified discrepancies are credit-noted on the next invoice.
12. Refund Processing Timelines
| Scenario | Processing time |
|---|---|
| Failed payment auto-reversal | 5 – 7 business days (bank / processor side) |
| Duplicate payment refund | Within 7 business days of verification |
| Wallet balance refund to source | 7 – 14 business days from approval |
| Weight dispute resolution | 7 – 21 business days (Courier Partner-driven) |
| Loss or damage claim refund | Per Courier Partner SLA, typically 30 – 60 days |
| Billing-error credit note | Applied to next invoice |
13. Fraud & Abuse
Refund requests found to be fraudulent or repeatedly raised in bad faith may result in immediate suspension of the account, retention of disputed amounts, and reporting to authorities where applicable.
14. Contact
All refund and cancellation requests should be addressed to support@shipybox.in with the AWB number, invoice reference or transaction ID as applicable.