Online requests
Public customers cannot cancel, amend or rebook a shipment from the booking-status page. Contact Swiftline promptly with the AWB and booking reference. Only authorised staff can approve and record a cancellation or rebooking.
Before services begin
If cancellation is approved before carriage, customs processing, label procurement or another paid service begins, Swiftline will calculate the refundable amount from the services not performed. Statutory, gateway, bank or third-party charges may be non-refundable where the law and provider terms allow.
After processing or handover
A full refund is not guaranteed after operational work has begun or a parcel has been accepted into the network. Swiftline will review actual services, third-party costs, customs work and the shipment's current location before confirming any refund or further charge.
Technical failure after payment
If Razorpay confirms a captured payment but no durable shipment record exists, the system starts an idempotent refund and alerts Swiftline. If a shipment record exists but its invoice or labels need recovery, the booking is held for staff review and is not automatically refunded or rebooked.
Payment uncertainty
If the gateway amount, currency, order or payment state is ambiguous, Swiftline holds the transaction for Finance and Operations reconciliation. Do not pay again until Swiftline confirms the outcome.
Refund timing
After Swiftline or Razorpay marks a refund processed, the receiving bank or payment method controls when the credit appears. Keep the refund reference supplied by Swiftline when contacting your bank.