1 Wallet Balance Refunds & Withdrawals
DFCExpress operates on a prepaid recharge wallet model for freight debit. Merchants maintain an active wallet balance to book shipments across our partner network.
Unutilized Balance Withdrawal: If a merchant wishes to deactivate their account or withdraw unutilized, self-recharged funds from their DFCExpress wallet, they may submit a withdrawal request. The balance will be refunded back to the original source bank account or payment method after settling any pending freight charges or open dispute holds.
Promotional bonus credits, referral rewards, or goodwill credits issued by DFCExpress are non-withdrawable and non-convertible into cash.
2 Shipment Cancellation & Immediate Credit
Merchants can cancel booked consignments directly from the merchant dashboard before the physical pickup is executed by the carrier:
- Cancellation Prior to Courier Pickup: 100% of the freight charge deducted for the shipment is credited back immediately to the merchant's DFCExpress wallet.
- Cancellation Post-Pickup (In Transit): Once an item is physically scanned and collected by the courier rider, the shipment cannot be cancelled online. It will undergo the Return to Origin (RTO) process, and applicable reverse freight charges shall apply.
3 Weight Discrepancy Dispute Reimbursements
If an erroneous weight discrepancy charge has been debited against your shipment due to incorrect 3PL optical volumetric scanning, you can submit a dispute from your dashboard within 4 business days of the charge.
Upon review and validation with the respective courier partner (supported by your packaging photo with a measuring tape/weighing scale), the disputed excess amount will be refunded directly into your wallet within 3 to 5 business days.
4 Lost, Pilfered or Damaged Consignments
In the unfortunate event that a shipment is declared officially lost or completely damaged in transit by the carrier:
- Standard Shipments: Refund of the base freight charges plus compensation up to ₹2,000 per consignment as per carrier guidelines upon completion of the mandatory investigation.
- Insured Shipments: Full declared commercial invoice value reimbursement processed through the transit insurance partner following claim documentation approval.
5 Return to Origin (RTO) & Failed Deliveries
When a delivery attempt fails due to consignee unavailability, incorrect address, or refusal to accept COD orders, automated NDR (Non-Delivery Report) workflows are initiated. If the parcel remains undelivered after 3 attempts, it is routed back to the merchant's warehouse (RTO).
Forward and reverse shipping fees are non-refundable as logistics and transportation services were actively executed by the carrier partner.
6 Refund Processing Timelines (TAT)
| Refund Category | Processing Destination | Turnaround Time (TAT) |
|---|---|---|
| Pre-Pickup Cancellation | DFCExpress Prepaid Wallet | Instant (Real-Time) |
| Approved Weight Dispute | DFCExpress Prepaid Wallet | 3 - 5 Business Days |
| Bank Account Wallet Withdrawal | Verified Bank Account (NEFT/IMPS) | 5 - 7 Business Days |
| Lost Shipment Claim | Bank Account / Wallet | 10 - 15 Business Days (Post Carrier Closure) |
7 How to Raise a Refund Request or Dispute
To ensure prompt resolution, all refund or dispute claims must be submitted systematically:
- Log in to your DFCExpress Merchant Dashboard.
- Navigate to Billing > Disputes & Refunds or the specific Shipment AWB.
- Click Raise Dispute / Request Refund, choose the relevant reason, and upload supporting photos/invoices.
- Track the live status of your ticket directly from your dashboard.
Alternatively, you may contact our dedicated billing desk at billing@dfcexpress.com with your registered merchant ID and AWB tracking number.
