Cancellation & Refund Policy
Clear guidelines for B2B order cancellations, damaged stock claims, credit note generation, and financial ledger reconciliations on TradeON.
1. Policy Scope & B2B Context
This Cancellation & Refund Policy applies to all product orders, stock requisitions, and payment allocations processed between dealers, subdealers, and tenant organizations on the TradeON platform.
Because TradeON operates as a B2B distribution system, all order transactions represent commercial wholesale agreements between registered trade partners.
2. Order Cancellation Guidelines
Pre-Dispatch Cancellations
Subdealers or buyers may cancel an order directly within the platform if the order status is currently "Pending Approval" or "Processing", before the fulfilling dealer issues a dispatch notification. Upon cancellation, allocated credit limits are immediately restored.
Post-Dispatch Cancellations
Once an order status transitions to "Dispatched" or "In Transit", standard automated cancellation is locked. Cancellation at this stage requires mutual agreement between the buyer and fulfilling dealer, and may incur return freight/handling charges as configured by the tenant administrator.
3. Damaged / Defective Stock Returns
If goods received are damaged, defective, or do not match the invoice quantities:
- Reporting Window: The receiving dealer or subdealer must raise a discrepancy report within 48 hours of physical delivery.
- Proof Requirements: Photographic evidence of outer package damage, product serial/batch numbers, and delivery challan notes should be uploaded via the TradeON platform.
- Inspection & Approval: The fulfilling dealer or company sales executive will verify the claim and approve stock return or replacement.
4. Credit Notes & Ledger Adjustments
In B2B trading workflows on TradeON, approved returns or order cancellations do not issue physical cash refunds by default. Instead:
An official GST-compliant Credit Note is generated in the seller's ledger. This credit balance automatically offsets outstanding invoice balances or reduces future order payable amounts.
5. Processing Timelines
6. Commercial Dispute Resolution
In cases where buyers and sellers disagree on order cancellation or return eligibility, tenant administrators or designated sales managers act as internal arbitrators using platform audit logs and delivery records.