Payments and refund policy

1. Accepted Payment Methods

We partner with Razorpay (an RBI-authorised Payment Aggregator) to provide safe, encrypted payment options for merchants across India:

• UPI (Unified Payments Interface): Google Pay, PhonePe, Paytm, BHIM, and all standard UPI applications.
• Net banking: Over 50+ supported major commercial and cooperative banks in India.
• Credit & debit cards: Visa, MasterCard, RuPay, and American Express cards issued in India.
• Auto-topup mandates (e-mandate / UPI Autopay): Automated recurring recharge mandates authorized through Razorpay recurring payments.

2. Wallet Consumption & Billing Cycles

Your prepaid balance is debited in real-time as your packing stations record and store fulfillment sessions:

• Recording minutes: Billed on a per-minute basis from the moment a recording starts until the order tracking barcode is scanned and finalized.
• Storage retention & video expiry: Recorded packing sessions include a standard 60-day secure cloud video backup. You may view, share, or download your evidence footage at any time within this 60-day window. Video recordings automatically reach their expiry lifecycle and are permanently pruned after 60 days.
• Statements & receipts: Detailed real-time transaction ledger with Razorpay payment IDs available in the Wallet section of your dashboard.

3. Auto-Topup Mandates & Cancellation

If you enable Auto-Topup, you authorize Shiptape and Razorpay to automatically deduct your selected recharge amount whenever your available balance drops below your specified threshold.

You may disable, modify, or cancel your auto-topup mandate at any time directly through the Wallet → auto-topup settings in your dashboard with immediate effect.

4. Refund Eligibility & Rules

We strive to ensure complete merchant satisfaction while maintaining fair billing policies:

• Unused wallet balance: You may request a refund for any unutilized prepaid wallet balance within fourteen (14) calendar days of the top-up transaction date. The refund will be calculated after deducting any third-party payment gateway transaction fees (typically 2%).
• Duplicate or erroneous charges: If an unintended duplicate deduction occurs due to technical delays or network dropouts, the duplicate transaction will be refunded in full (100%) upon verification.
• Consumed services: Balance that has already been consumed for completed packaging video recordings, encoding, or cloud storage retention is non-refundable.
• Service disruptions: In the event of an extended platform outage preventing operational recording for more than 48 continuous hours, affected accounts may receive credit compensation or pro-rata wallet adjustments upon review.

5. Refund Timelines & Settlement

All approved refunds are initiated directly through our Razorpay integration:

• UPI refunds: Typically credited to the original bank account or VPA within 24 to 48 hours.
• Net banking & cards: Credited to the original issuing bank or credit card within 5 to 7 business days, depending on bank clearance schedules.

6. Failed Transactions & Bank Debits

If money was debited from your bank account or card but your Shiptape wallet balance did not update, this usually indicates a temporary bank switch delay. Razorpay and issuing banks automatically reconcile and reverse unconfirmed transactions within 3 to 5 business days.

If your wallet is not credited after 24 hours, contact our team with your transaction reference number and timestamp.

7. How to Request a Refund

To initiate a refund request or dispute an erroneous charge, please submit a request through our Support page with:

• Your registered organisation email address
• Razorpay payment ID or order reference
• Transaction date, amount, and reason for the refund request