1. Pre-Shipment Order Cancellation Window
At Mitra Mobile, we understand that order requirements for repair workshops and mobile technicians can change unexpectedly. Customers are permitted to self-cancel orders directly from the Mitra Mobile application or web portal under specific order lifecycle stages:
| Order Lifecycle Status | Cancellation Permitted? | Applicable Conditions |
|---|---|---|
| Payment Pending | YES | Instant cancellation, zero fee deduction. |
| Placed | YES | Self-service cancellation allowed in-app. |
| Confirmed | YES | Allowed prior to warehouse dispatch handoff. |
| Shipped | NO | Package handed over to courier; cancellation locked. |
| Delivered | NO | Governed strictly by Dry-Testing Warranty rules. |
2. Dynamic Administrative Deduction (Currently 5%)
When an online prepaid order is cancelled by the customer, a nominal administrative processing fee is deducted from the gross refund balance. This deduction directly covers non-refundable banking payment gateway processing charges (MDR) and automated warehouse restocking costs.
3. Direct Bank UPI Refund Settlement & Timelines
Unlike conventional platforms that lock your funds into rigid store credits or app-only wallets, Mitra Mobile remits refunds directly back to the customer's personal bank account via the Unified Payments Interface (UPI):
- UPI Submission: At the time of initiating a pre-shipment cancellation, the user enters their valid UPI Virtual Payment Address (VPA / UPI ID, e.g.,
technician@okaxis,shopname@paytm). - Disbursement Timeline: Once the cancellation request is logged, our automated settlement system verifies the transaction and disburses the net refund amount within 24 to 48 business hours (excluding National & Banking holidays).
- Transaction Confirmation: A bank UPI Reference Number (RRN) is generated and transmitted to the customer via SMS and registered notification.
4. Cash on Delivery (COD) & Unpaid Orders
For orders placed under Pay on Delivery (COD) or those awaiting offline settlement:
- Unpaid or COD orders can be cancelled freely before shipment with 0% fee deduction.
- Because no upfront monetary transaction occurred, no financial settlement or UPI payout is required.
- Frequent cancellation of COD orders may result in temporary or permanent suspension of the COD facility on your account.
5. Sample Cancellation Refund Calculation Matrix
To ensure complete financial transparency, here is an example illustrating how prepaid cancellations are settled under the current 5% administrative fee schedule:
| Gross Prepaid Order Amount | Dynamic Fee Rate | Deduction Amount | Net Refund Paid via UPI |
|---|---|---|---|
| ₹500.00 | 5% | ₹25.00 | ₹475.00 |
| ₹1,500.00 | 5% | ₹75.00 | ₹1,425.00 |
| ₹3,000.00 (Wholesale Pack) | 5% | ₹150.00 | ₹2,850.00 |
| ₹10,000.00 (Distributor Batch) | 5% | ₹500.00 | ₹9,500.00 |
6. Post-Dispatch Returns, Replacements & Dry-Testing Rules
Once an order has been marked as Shipped or Delivered, simple change-of-mind cancellations are not permitted. Replacement or return requests are governed strictly by our Quality & Warranty safeguards:
- Defective on Bench Dry-Test: If a display shows touch anomaly or display defects during bench dry-testing before installation, report it within 48 hours of delivery with photographic evidence showing intact stamps and plastic films.
- Transit Damage Claims: Must be accompanied by an unbroken, continuous 360-degree unboxing video clearly displaying the courier shipping label and package opening.
- Soldered ICs & Damaged Flexes: Micro-soldered chips, burnt pins, and creased/torn flex cables cannot be refunded or replaced under any circumstance.
7. Cancellation & Settlement Support Desk
If you have questions regarding a pending UPI refund or need assistance with an order cancellation, please contact our accounts desk: