How to void labels, how refunds work (where applicable), how voiding affects order and shipment statuses in ShipStation, and important notes about voiding.
Once you create a label, you cannot edit it. If you need to change the address, shipping service, weight, or other shipping options, you will need to create a new label. The best option is to void the existing label first, then create a new one. The postage provider will issue a refund according to their policy for labels purchased at the time of label creation.
Be aware that some carriers do not allow voiding labels in ShipStation and some do not support voiding labels. In these cases, contact your carrier directly for assistance with your account.
When possible, we have listed when this limitation exists on each carrier's integration support page in our Integrations Help Guide.
Refunds are provided by the postage provider you purchased the label from.
After voiding a label, the shipment record can still be found under the Shipments tab. The order will return to an Awaiting Shipment status.
Not a Record of the Refund Status
The Voided status means the label is canceled and cannot be used to ship, but it does not reflect the status of any refunds for the voided label.
You should always void the label first and then create a new label.
If you create a new label before voiding the original, ShipStation will create a shipment without the associated item(s). When you then void the original label, it will cause ShipStation to think the item has not been shipped yet (because it is not associated with a shipment), and the order will remain in the Awaiting Shipment status.
If this has happened, use the Mark as Shipped option to move the order from Awaiting Shipment to Shipped.
If you create a new label for an order after voiding the original label and reship the order, the store or marketplace that the order originated from will not be notified with the new shipment and tracking information.
Refunds are issued by the postage provider that you purchase the label from.
USPS labels: To qualify for electronic reimbursement, the shipment cannot have been scanned by USPS and the refund request must be made within the following time frames from the date of label purchase:
Stamps.com: 28 days
Endicia: 30 days
Express1 = 10 days
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.
When voiding UPS from ShipStation labels, the label fee will be instantly refunded to your ShipStation Carrier Services balance. If the label is not used within 30 days, you cannot void the label or get a refund.
DHLX from ShipStation labels must be voided within 30 days if you want a refund credited back to your account.
Post-billed accounts, like UPS and FedEx don't charge for labels that you don't use. However, we recommend you still void the label if you plan to create a new one, so that the shipment record contains the correct items and your reporting will be accurate.
Labels, fulfillments, returns, and voided labels all count towards your account shipment limit. Read our article How are Shipments Calculated? to learn more.
If you void a USPS label and receive this error message, it could be that you have updated your Stamps.com password but haven't updated the password in ShipStation.
To fix this error, go to Settings >> Shipping >> Carriers & Fulfillment and 'Edit' your Stamps.com account. You can 'reauthorize' using your updated password and confirm when you are done.
If you are using ShipStation's Legacy Layout, follow the instructions below to void labels.
There are two ways in ShipStation to void a label.
For individual labels, you can void from the Order Details screen. From the Shipment Grid you can select one or multiple labels to void at once.
Voided shipments will appear with a strikethrough in your Shipments grid. Click the Voided status in the left-hand sidebar to view all voided shipments.
Refunds are issued by the postage provider!
Please contact your carrier or postage provider directly to inquire about the status of refunds, determine why a void request was unsuccessful, or ask questions about your postage billing history.
The process of refunding the label will have requirements or restrictions based on the carrier the label was originally purchased from.
To qualify for electronic reimbursement:
The shipment must not have been scanned by USPS.
The refund must be requested within a certain number of days after generating the label:
Stamps.com = 28 days
Endicia = 30 days
Express 1 = 10 days
Once you click Next, ShipStation will submit the refund request and you will see a status message on whether it was accepted or denied. If the request was successful, the shipments will be voided and the order will be returned to the Awaiting Shipment status in the Orders tab.
For Stamps.com, the refund will be credited to your postage account within three to four weeks of the request.
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. Also, the order 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 passed the void deadline or the shipment was already delivered to its final destination.
Post-billed carrier accounts, like UPS and FedEx, do not charge for shipping labels that are not used and scanned by those carriers.
Voiding a label for a post-billed carrier may not be necessary, though you may still wish to void the shipment as it will set the order back to the Awaiting Shipment status where you can then create a new label when needed. This will also help with the accuracy of your reporting.
Order statuses need to be manually updated on your selling channel if you void an order's shipment and want it to override the Selling Channel's status of Shipped/Completed (or whatever your particular selling channel's status happens to be).
If you create a new label for that order, you may need to update your selling channel manually with the new tracking information as some selling channels do not allow ShipStation to override tracking information via their API.
If all shipments for an order are voided, the order will return to the Awaiting Shipment status and remain there until further action is taken. ShipStation does not update the marketplace status for orders that have voided shipments, so if you cancel the order on the marketplace, you'll need to cancel the order within ShipStation as well.