Refund & Cancellation Policy
Understand how refunds, cancellations and payment responsibilities work on TWAICY's Merchant-First Commerce Platform.
Refund Responsibility
Merchant Controlled
1. Merchant-First Payment Philosophy
Direct Payout Architecture & Zero Escrow Holding
"TWAICY is a Commerce Operating System, not a payment intermediary. We never hold customer or merchant funds. All payments are made directly to the merchant's own payment account. Refund approvals and settlements remain solely under the merchant's control."
TWAICY operates under a strictly merchant-first architecture. Unlike central e-commerce aggregators or marketplaces that hold store payouts in escrow wallets for 7–14 settlement days, TWAICY never collects, holds, settles, delays, or controls merchant funds.
What The Merchant Owns 100%:
2. How Payments Work on TWAICY
Direct Peer-to-Merchant Payment Flow Architecture
✅ TWAICY Direct Payment Flow Model:
3. Refund Decision & Merchant Responsibility
Merchant Approval Authority & Refund Options
Because payments settle directly into the merchant's business account, all refund decisions belong exclusively to the merchant. TWAICY provides the software tools to manage return requests, but cannot initiate bank transfers on behalf of store owners.
Refund Resolution Options Available to Merchants:
4. Order Cancellation Workflow
Buyer Requests & Merchant Review Timeline
Buyers may request order cancellations prior to dispatch. When a cancellation request is submitted via the storefront order tracking portal, it is routed immediately to the merchant's Order Management Dashboard.
If the order has not been packed or handed over to courier, the merchant accepts cancellation and refunds funds directly via bank transfer.
If an AWB has already been generated or items dispatched, cancellation is governed by the merchant's store return & exchange policy.
5. UPI QR Code Payments & Verification
Direct Peer-to-Peer UPI Payout & Manual UTR Verification
Scan Merchant QR
Customer scans merchant UPI QR code on checkout screen.
Direct Transfer
Funds credit instantly to merchant bank UPI account.
Upload UTR / Proof
Customer submits 12-digit UTR reference number or screenshot.
Merchant Manual Verification
Merchant checks bank passbook and approves order confirmation.
6. Online Payment Gateways (Razorpay & Cards)
Merchant Gateway API Keys & Direct Bank Settlements
When online payment gateways (such as Razorpay) are enabled on a merchant store, transactions are processed using the merchant's own payment gateway API credentials.
Customer payments settle directly into the merchant's linked Razorpay merchant ID according to their direct settlement schedule (e.g., T+1).
TWAICY does not intercept or hold gateway funds. Gateway refunds are initiated by the merchant directly from their Razorpay dashboard or store admin panel.
7. Scope of TWAICY Responsibilities
Software Provision Boundaries vs Operational Merchant Responsibilities
- • Commerce OS Software Infrastructure
- • Storefront & Website Builder Engine
- • Order & Inventory Management Ledgers
- • Courier API Integrations (Shiprocket)
- • Real-Time Analytics & Customer Profiles
- • Individual Merchant Refund Approvals
- • Store Product Pricing & Catalog MRPs
- • Product Quality, Warranties & Defect Claims
- • Third-Party Courier Transit Delays
- • Individual Store Return Policies
8. Customer Protection & Communication Procedure
Direct Buyer-Merchant Resolution & Support Facilitation
When a customer requires assistance with a refund, return, or order status issue, they should first reach out directly to the merchant via the store contact details provided on the storefront footer or order invoice.
If a customer experiences difficulty contacting a merchant, TWAICY Support may facilitate communication by forwarding the buyer's query to the store owner's primary email. However, refund approval and payout execution remain strictly under the merchant's authority.
9. Buyer-Merchant Dispute Resolution
Independent Negotiation & Financial Arbitrator Boundaries
In cases where a buyer and merchant disagree over a product claim or return request, both parties are encouraged to communicate directly to reach an amicable resolution.
Because TWAICY does not hold, collect, or manage transaction funds, TWAICY does not act as a financial arbitrator or escrow mediator in commercial disputes between buyers and independent store merchants.
10. Non-Refundable Product Categories
Merchant Defined Return Exemptions
Store merchants may specify non-refundable product categories within their store policies. Standard non-refundable categories across retail industries include:
Digital Downloads & Software
E-books, downloadable license keys, or digital file assets.
Customized & Personalized Goods
Monogrammed items, custom apparel prints, or tailored products.
Perishable Foods & Groceries
Fresh produce, bakery goods, and temperature-sensitive food items.
Special & Final Sale Orders
Clearance inventory items marked as final sale in store policy terms.
11. Policy Revision & Merchant Notifications
Notification Framework for Policy Updates
We may update this Refund & Cancellation Policy framework to reflect system improvements or gateway API updates.
Merchants will be notified via email and dashboard alerts whenever material revisions occur to platform payment or refund framework policies.
12. Contact Merchant Support & Legal Desk
Dedicated Support Assistance for Merchants
If you have questions regarding store payment configurations, order refund tools, or legal framework policies, contact our team: