This guide covers how to request a refund, answers common refund questions, and breaks down refund policy by carrier.
Request a refund for a label from the Shipments page
USPS labels are only valid for 30 days after purchase. If a label isn't used within that window, it's invalid and should be discarded.
To request a refund for a label you don't plan to use:
- Go to the Shipments page in your Shippo account.
- Find your shipment and open the "More options" menu (⋮).
- Click Refund label.
- Click Request refund to confirm.
Request a refund for labels in bulk from the Shipments page
If you have multiple labels to refund at once:
- Go to the Shipments page in your Shippo account.
- Check the box next to each shipment you want to refund.
- Click Request X refunds in the top navigation bar.
- Click Request X refunds again to confirm.
Note: Submit refund requests within 90 days of purchasing the label. Don't use a label after it's been refunded or after 30 days, since both make it invalid. To fight counterfeit labels, USPS now confiscates and discards packages with invalid labels, and won't accept claims for packages lost because of a refunded or otherwise invalid label. Once you request a refund, you lose access to that label, and the request can't be undone. If you use a label after requesting its refund, you risk having that package lost, confiscated, or marked as fraudulent. Check the Track Status column on the Shipments page to see which labels are still unused. If the carrier scans or uses the label, we'll reject the refund request. Contact Shippo Customer Support if you need help sorting that out. |
How long does a refund take?
We process refund requests within 14 business days of the request, as long as the label hasn't been used.
To check your label's refund status:
- Go to the Shipments page.
- Find your refunded order.
- Check the refund status on the right side of the order's row.
Your order will show one of these statuses:
- Refund requested: We've received your request and it's still processing.
- Refunded: We've processed your refund.
- Refund rejected: The label was used, so the carrier rejected the request. If your status shows "Refund rejected" but you're sure the label wasn't used, reach out to support@shippo.com.
Where do I see my refund?
We apply refunds as a credit to your Shippo account, and you'll see them on your next invoice.
If your Shipments page shows a refund as "Refunded" but it hasn't shown up on an invoice yet:
- Click the Account Settings icon on your dashboard.
- Select Billing from the dropdown.
- Click View Pending under Pending Transactions.
You can download your invoices from the Billing tab, under Invoices, just below Transactions.
Will my insurance be refunded?
If you haven't used the label to ship the package, yes. Your refund includes both postage and insurance.
If the package has already shipped, insurance can't be refunded, even if it's still in transit. Your coverage stays active for the shipment, which is why the fee stays in place too.
Refunds by carrier
Shippo's UPS, USPS, FedEx, Canada Post, and DHL Express accounts
- You can request a refund for postage, added insurance, and any per-label creation fee (Starter plan only).
- USPS labels must be used within 30 days. If you don't use one, request your refund within 90 days of purchase.
- We refund both postage and insurance charges.
Canada Post
- If you don't use a label, we'll credit you for its cost as long as you request the refund within 90 days of purchase. We apply the credit to your next invoice.
- Canada Post labels without tracking are only refund-eligible if they're unused, unscanned, and within the 90-day window.
- Because these service levels aren't traceable, contact Shippo support to request a refund. We'll submit it to Canada Post for review on your behalf.
- Canada Post Small Packet USA Air
- Canada Post Small Packet International Air
- Canada Post Small Packet International Surface
- If you use a label after we've credited you for its refund, we'll bill you again for the shipping fees.
Personal FedEx accounts
- FedEx bills you directly for postage on labels purchased with your personal account. Since FedEx only bills once it scans a label, you don't need to request a postage refund for one you didn't use.
- If you added insurance to a package and didn't use the label, you can request a refund for the insurance cost through Shippo.
- Starter plan accounts can request a refund for the per-label creation fee within 90 days of purchase, as long as the label wasn't used.
Personal UPS accounts
- UPS bills you directly for labels purchased with your personal account, so contact UPS for a postage refund.
- If you added insurance to a package and didn't use the label, you can request a refund for the insurance cost through Shippo.
- Starter plan accounts can request a refund for the per-label creation fee within 90 days of purchase, as long as the label wasn't used.
eBay-exclusive Canada Post account
- This account comes through the eBay partnership, and we handle all billing directly.
- Request refunds for eBay shipments using this account through Shippo within 90 days of purchase.
- We refund both postage and insurance charges.
Canada Post, DHL Express, and other accounts connected through the Carriers page
- We don't bill for purchases made with a carrier account you've connected yourself, so contact the carrier directly for a postage refund.
- If you added insurance to a package and didn't use the label, you can request a refund for the insurance cost through Shippo.
- Starter plan accounts can request a refund for the per-label creation fee within 90 days of purchase, as long as the label wasn't used.