Returns & Exchanges Policy
Learn how product returns, exchanges, replacements, and Shiprocket reverse pickup workflows operate across merchant storefronts.
Reverse Logistics
Shiprocket Pickup Integration
1. Overview
Product Returns & Reverse Logistics Framework
TWAICY provides integrated return request portals and Shiprocket reverse pickup workflows. Merchants define return window limits (e.g., 7 days after delivery) and manage product inspections upon warehouse receipt.
2. 6-Step Return & Replacement Workflow
Customer Request to Final Merchant Settlement
3. Merchant Store Policy Customization
Return Windows & Non-Returnable Category Overrides
Merchants configure custom return window durations (e.g. 7 days, 15 days, or no-returns on sale items) directly inside their store settings.
4. Shiprocket Reverse Pickup Logistics
Automated Reverse AWB Label Generation
Upon merchant approval, Shiprocket automatically dispatches a courier driver to collect the returned item from the buyer's home address and return it to the merchant's warehouse origin.
5. Size / Variant Exchanges & Replacements
Swapping Apparel Sizes & Defective Replacements
For size exchanges or defective item claims, merchants can issue a replacement order with 1-click inside the TWAICY dashboard without requiring financial refund transactions.
6. RTO Warehouse Inspection & Restocking
Inventory Adjustment Ledgers
When returned packages arrive back at the merchant warehouse, staff inspect physical seals and restore available inventory counts in the TWAICY stock ledger.
7. Contact Logistics Desk
Reverse Pickup Assistance