How do I cancel/void a shipping label and request a refund?

To void a shipping label, navigate to the Shipments tab and then select Shipments in the sidebar. Then search for the shipment you want to void. (Hint: the most recent shipments will be at the top of the list.) Select the shipment to void and then click the Void Shipments button.

Then click the Next button to request the refund. After doing so, our system will update you on whether or not it was successful.

For USPS 1, to qualify for electronic reimbursement:
     1.) The shipment must not have been scanned by USPS.
     2.) The refund must be requested within 10 days of generating the label.

Once you click Next the refund request will be submitted, and you will get a status message on whether it was accepted or denied. If the refund was successful, the shipments will be voided and the order will be returned to the “Awaiting Shipment” status in the orders area.

For, the refund will be credited to your postage account within three to four weeks of the request.

Since both UPS and FedEx are post-billed accounts, you won't be charged for shipping labels that are not used and scanned by those carriers. Voiding a shipment that uses one of those two services may not be necessary. You may still wish to void the shipment since it will move the order back to the "Awaiting Shipment" status.

You will need to manually update your marketplace if you void an order and want the order to appear as something other than Shipped/Completed (or whatever your particular marketplace's status happens to be). If you re-ship that order, you will more than likely need to update your marketplace manually with the new tracking information as most marketplaces do not allow overriding this information via their API.

Note: If you use ShipStation to void a USPS label that has already been scanned, your request will be ignored by USPS and you will NOT receive a refund. However, the label WILL NOT return to Awaiting Shipment in ShipStation if an error is returned by the carrier. Errors are generally returned by the carrier when the label has past the void deadline or the shipment was already delivered to its final destination. 

To confirm label voids, inquire about the status of refunds, or if you have questions about your postage billing history, please contact your carrier directly.

Was this article helpful?
3 out of 5 found this helpful
Have more questions? Submit a request