Whether an order was cancelled or a label was created by mistake, the label will need to be voided. The process is similar for any order, but refunds will be different based on the shipping carrier.
Be aware that some carriers do not allow voiding labels in ShipStation directly, and some carriers do not support voiding labels at all. 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 ShipStation's Integrations Help Guide.
Refunds are provided by the postage provider that you purchase the label from.
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.
Click an order number to open the Order Details screen.
In the Shipments panel, click the Void button.
Click Next to confirm.
The prompt will update you on the success of the refund request.
Click Finish to close the pop-up.
Select the shipment(s) you want to void.
Click the Void Shipments button.
Click the Next button to request the refund.
After doing so, ShipStation will let you know if the void and refund request was successful.
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.
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. Voiding these labels will also restore the shipment to your shipment limit count, so it is a good idea to void these labels if you are approaching your subscription plan's limit.
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 re-ship 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.
Refunds are provided by the postage provider that you purchase the label from, not by ShipStation.
UPS and FedEx labels: Since both UPS and FedEx are post-billed accounts, you won't be charged 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.