RouteOneHelp Center

Cancel a shipment and get a refund

Cancel before the courier picks up and the freight goes back to your wallet. After pickup, you can only return the parcel.

Changed your mind or booked the wrong courier? You can cancel as long as the courier has not collected the parcel.

When you can cancel

You can cancel while the shipment is in one of these statuses:

  • Created: no courier booked yet, so nothing was charged.
  • Assigned: courier booked, freight debited.
  • Ready to Ship: pickup requested.
  • Shipped: pickup scheduled, not yet collected.

Cancel shipments

  1. 1Open B2C › Shipments and go to the tab the shipment is in.
  2. 2Tick the shipment, or several.
  3. 3Choose Bulk Action › Cancel Shipments.
  4. 4Confirm with Cancel now.

The courier booking is cancelled first. Then the shipment moves to Cancelled and the freight you paid is credited back to your wallet. You can see the refund in Wallet passbook.

If the courier cannot cancel the booking, the shipment is left as it was and no refund is made. Try again, or contact support.

De-Allocate: switch courier

On the Assigned tab, Bulk Action › De-Allocate cancels the courier booking, refunds the freight and moves the shipment back to Created. Then use Ship Now to pick a different courier.

After pickup

Once a parcel is picked up and moving, it cannot be cancelled. If you do not want it delivered, ask the courier to bring it back. See Initiate RTO.

To cancel the order itself, see Edit, clone or cancel an order.

Still need help? Email support@routeone.app with your order ID or AWB, or raise a ticket from Help Center › Ticket in the app.