Cancellation Policy

This policy explains when a shipment or pickup booked through Eaglewing can be cancelled.

1. Shipment Cancellation Window

A shipment can be cancelled by the merchant any time before it is picked up by the courier partner — that is, while it is in Draft, Created, Pickup Requested, Pickup Scheduled, or Pickup Assigned status. Once a shipment has been marked Picked Up, it can no longer be cancelled through self-service and must instead be returned via our reverse pickup / RTO process.

2. How to Cancel

Open the shipment from your merchant dashboard and select "Cancel Shipment," providing a reason. The cancellation is recorded against the shipment's history for audit purposes.

3. Effect of Cancellation

• The shipment status changes to Cancelled and no further pickup or delivery action is taken.
• The AWB assigned to the shipment is released and returned to the available pool.
• Charges already deducted for the shipment are refunded to your wallet in accordance with our Refund Policy.

4. Pickup Rescheduling vs. Cancellation

If you simply need a different pickup date or time slot, use "Reschedule Pickup" instead of cancelling — this keeps the same shipment and AWB active.

5. Courier-Initiated Cancellations

A courier partner may be unable to service a shipment (for example, due to a serviceability change). In that case we will notify you and either reassign the shipment to another courier or cancel it with a full refund of shipping charges.