Effective from 20 October 2026
This policy applies to sellers using the Courier Tales platform operated by Courier Tales Shipping Private Limited. It forms part of the Merchant agreement. All amounts are in Indian rupees, and GST applies to our charges as shown on your invoice.
1. Wallet recharges
- You pay for shipments from a prepaid wallet. You can recharge it online through Razorpay, or by bank transfer (NEFT, IMPS, RTGS or UPI) with the UTR and a payment screenshot, which our team checks before crediting.
- An online recharge is credited once the payment is confirmed. If money is debited from your bank but the payment fails or is not credited to your wallet, it is either credited to your wallet once confirmed or refunded to your original payment method by the payment gateway, usually within 5 to 7 working days.
- If you pay twice for the same recharge by mistake, tell us and we will refund the duplicate payment to the original payment method.
- Cashback and promotional credits have no cash value and cannot be refunded or withdrawn.
2. Refund of wallet balance
Wallet balance is meant to be used for shipping and is not refunded while your account is in use. If you close your account, email team@couriertales.com from your registered email address to ask for a refund of the balance. We refund the remaining balance to your verified bank account within 15 working days, after deducting any amounts you owe us, including charges for shipments still in transit, return (RTO) charges, weight differences and open disputes. If your account has a negative balance, you must pay it.
3. Cancelling a shipment
| Shipment | When you can cancel | Refund |
|---|---|---|
| Domestic (B2C) forward shipment | After booking and before the courier picks it up. The courier must accept the cancellation. | The full shipping charge, and the COD charge if any, back to your wallet. No cancellation fee. |
| Reverse pickup | Before the courier dispatches its pickup agent. | The full charge back to your wallet once the courier confirms the cancellation. |
| B2B (cargo) shipment | Before pickup. Once the courier has created the LR, the courier must accept the cancellation first. | The full charge back to your wallet. |
| International shipment | Before the parcel reaches our warehouse. | The full charge back to your wallet. |
Once a shipment has been picked up, it cannot be cancelled. If you no longer want it delivered, you can ask for it to be returned, and the return (RTO) charges in section 4 apply. If a courier cancels a pickup on its own, we refund the charge to your wallet. Cancelling a shipment through the dashboard or the API also cancels the order in a connected Shopify or WooCommerce store where possible.
If an international parcel is refused because it contains a prohibited item, or the carrier refuses it, the shipping charge is refunded to your wallet and the parcel is returned to you.
4. Returns to origin (RTO)
When a shipment cannot be delivered and returns to you, the return charge on your rate plan (or, if there is none, the forward charge) is deducted from your wallet, together with any weight difference. The COD charge for that shipment is refunded. RTO charges are not refundable, except where the return was caused by a courier error that the courier accepts.
5. Weight differences and disputes
- Couriers may re-weigh a parcel. If the courier's chargeable weight (the higher of actual and volumetric weight) is more than the weight you declared, the difference is charged to your wallet.
- Each weight difference appears in your dashboard. You can accept it or raise a dispute within 48 hours, counted from 00:00 IST on the date the weight was applied. If you do neither, it is accepted automatically when that time ends.
- To dispute, explain the issue and add evidence such as photos or a video of the packed parcel showing its weight and dimensions. You can raise one dispute per AWB.
- We send your dispute and evidence to the courier. If the dispute is decided in your favour, no extra charge applies, or the extra charge is refunded to your wallet. The decision on a dispute is final.
6. Lost or damaged shipments
- Raise a claim through a support ticket for that shipment: for damaged, missing or wrong items within 48 hours of delivery, and for a shipment that has not been delivered or tracked within 30 days of pickup.
- For damaged, missing or mismatched items, attach the GST invoice, a packaging video and photos, and an unboxing video and photos.
- We file the claim with the courier and follow it up for you. If the courier approves it, we credit the amount the courier pays to your wallet. It will not exceed the invoice value of the goods, or the courier's own liability limit for that shipment, whichever is lower.
- Unless the courier approves the claim, the shipping charges for that shipment are not refunded.
7. COD remittance
COD amounts collected by couriers are paid to you according to the COD remittance plan you choose, after deducting that plan's fee and GST. COD is not paid for shipments that are returned, cancelled or under dispute. Plan fees for COD amounts already paid out are not refundable.
8. Other charges
Charges for buyer messages (WhatsApp or email), order confirmations and failed-delivery calls that you turn on are charged per use and are not refundable once the message has been sent or the call made.
9. How refunds are paid
Refunds for shipments and approved claims are credited to your Courier Tales wallet, where you can see them in your transaction history. Refunds of payments (sections 1 and 2) are paid to the original payment method or your verified bank account.
10. Contact
For any refund or cancellation question, raise a support ticket from your dashboard, email team@couriertales.com or call +91 70008-94678.