Functional Requirements Specification – Article Cancellation Management System in APT 2.0

🔹 Overview

The document outlines the functional requirements for the Article Cancellation Management System under India Post (APT 2.0). It specifies rules, workflows, and system behaviors for cancellation, rebooking, refunds, and operational blocking of cancelled articles.

🔹 Key Highlights

1. Booking Channel Rules

• DNK / Self-Service Pickup: Cancellation allowed before pickup; if picked up but not inducted, return charges apply.
• DNK / Self-Service Drop-off: Cancellation allowed before induction; once inducted, cancellation disabled.
• Post Office Counter: Cancellation allowed before bag closure; rebooking possible if item not dispatched.

2. Cancellation Request Screen

Fields include:

• Article ID (mandatory, validated)
• Booking Channel & Fulfilment Mode (system populated)
• Current Status & Bag ID (read-only)
• Cancellation Reason (mandatory)
• Refund Amount & Additional Payment (system calculated)
• Confirmation (mandatory)

3. Self-Service Portal Cancellation

• Customers log in, view "My Bookings," and cancel articles before induction.
• Refunds: Full refund if drop-off; partial refund if pickup charges apply.
• Cancelled Article IDs permanently blocked from induction/dispatch.
• System generates Refund ID and updates tracking.

4. My Bookings Dashboard

• Shows filters (date range, booking type, article number).
• Displays article details (origin, destination, sender, receiver, mail type, status).
• Actions: Cancel Article, Recall, Apply for Refund.

Business Rules:

• Cancel before induction.
• Recall enabled only between induction and customs clearance.
• Refund applies only after article is returned to customer.

5. Cancel Article Workflow

• Customer selects cancellation reason.
• Confirms return delivery mode:
• Doorstep Drop-off (pickup address used).
• Collection from Post Office (mapped induction office).
• Refund ID generated; audit trail maintained.

6. Counter Rebooking Module

• Postal Assistant rebooks items with corrected data (destination, weight, service type).
• System cancels old Article ID, generates new one, and processes refund/additional payment.
• Refunds processed via same payment mode; cash refunds validated by OTP.
• Rebooking of domestic instead of international items not allowed.

7. Operational Blocking of Cancelled Articles

• Cancelled Article IDs permanently blocked at induction, dispatch, and receipt.
• System displays error messages (“Item is cancelled”).
• Audit trail maintained with user ID, office ID, date/time.

8. Bulk Upload Rebooking

• For incorrect Customer ID/Contract ID or wrong data entry.
• Counter PA uploads corrected Excel sheet with old Article IDs.
• System cancels old IDs, refunds original contract, rebooks with corrected data, and generates new IDs.
• Audit trail maintained linking old and new IDs.

9. Tracking & API Requirements

• APIs for refund/recall/cancellation to be developed for aggregators.
• Customers can track requests (Recall, Cancellation, Refund) via dashboard using Article ID, Reference ID, or Refund ID.

✅ In essence: The system ensures controlled cancellation, rebooking, refund processing, and operational blocking of cancelled articles, with strict audit trails and customer notification mechanisms.

Download SOP for Article Cancellation Management