Refund a Label Created in Shippo

Not using a label you've created in Shippo? We've made it easy to request a refund!

In this guide we will go over how to request a refund, answer FAQ's regarding refunds, and go over all of the policy information on  refunds per carrier. 


Request a Refund on the Orders Page

To request a refund from the Orders page:

  • Go to your Orders Page and click the drop-down menu next to the Fulfilled or Download button.
  • Choose the Refund Label option.
  • Click the Yes, request refund button in the pop-up window.

Keep in mind, once you've click Refund Label, you will no longer have access to this label.

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Note:

If you have purchased more than one label for an order, please choose the appropriate label you wish to refund from the pop-up window by clicking Refund Label.

 


Request a Refund on the Shipments Page

To request a refund from the Shipments page:

  • Go to your Shipments Page and click the drop-down menu next to the blue Download button.
  • Choose the Refund Label option.
  • Confirm that you'd like to request a refund. You will no longer have access to this label once you click Refund Label.

Refund_shipments_page.gif

 


How long does it take to get a refund?  

Refund requests are processed 14 business days after the shipment date on the label provided the label has not been used.

To view your Label Refund Status:

  • Navigate to your Label in the Shipments Page.
  • Then, hover over the question mark for more information on the Label Status.

After the refund is requested, the Label Status will show Refund requested:

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Once it's processed, the Label Status will change to Refunded:

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Refund requests for labels that have been used will be rejected by the carrier. The Label Status will change to Refund rejected:

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Where can I see my refund?

Refunds are applied as a credit to your Shippo account and will be listed on your next Shippo invoice. 

To see a refund that says Refunded on the Shipments Page but has not yet been posted to an invoice:

  • Start by clicking into the Settings tab from your dashboard.
  • Then, select Account from the left navigation panel.
  • Next, select Billing from the top menu.
  • And, click on the View Pending Items

Refund_in_billing.gif

You can download your invoices on your Billing tab under Invoices. The Invoices section is just below your Transactions section.

 


Can I get a refund to my credit card or PayPal account?

Shippo will refund the equivalent credit to your Shippo account which you can use towards creating future labels. It will not be refunded to your original payment method.

 


Additional Information Per Carrier

Shippo's master UPS, USPS, Canada Post and DHL Express accounts

  • You can request a refund in Shippo for postage, additional insurance, and any per-label creation fee for Starter plan accounts.
  • Shippo will automatically refund unused USPS labels after 30 days if you have not already requested a refund.
  • Postage and insurance charges will be refunded.
  • For Canada Post:

    • If a label is not used, Shippo will credit you for the cost of the label. The credit will then be applied towards future label purchases and will be deducted from your next invoice.

      Please note: We are always happy to remove the credit (if it has not been applied to an invoice) and issue the refund back to your payment method on file when requested.

      If you use a Canada Post label after a refund has been credited to you, Shippo will bill you again for the shipping fees.

Canada Post:

  • If a label is not used, Shippo will credit you for the cost of the label. The credit will then be applied towards future label purchases and will be deducted from your next invoice.
  • Please note: We are always happy to remove the credit (if it has not been applied to an invoice) and issue the refund back to your payment method on file when requested.
  • If you use a Canada Post label after a refund has been credited to you, Shippo will bill you again for the shipping fees.

FedEx

  • FedEx purchases in Shippo are billed by FedEx, but they do not bill until a label is used. There is no need to request a postage refund for an unused label.
  • Request refunds for insurance costs in Shippo if you added insurance to a package and the label was not used.
  • Starter Shippo accounts that pay a per-label creation fee can request a refund for the label creation fee in Shippo if the label was not used.

Personal UPS accounts

  • UPS purchases in Shippo are billed by UPS. Please contact UPS for a refund of postage. 
  • Request refunds for insurance costs in Shippo if you added insurance to a package and the label was not used.
  • Starter Shippo accounts that pay a per-label creation fee can request a refund for the label creation fee in Shippo if the label was not used.

eBay-exclusive Canada Post account

  • The eBay partnership provides a Canada Post account to be used in Shippo and all billing is done through Shippo.
  • Refund requests for eBay shipments using the eBay Canada Post account should be made through Shippo.
  • Postage and insurance charges will be refunded.

Canada Post, DHL Express, and other accounts connected through the Carriers Page (business or personal accounts)

  • Shippo does not bill for purchases using carrier accounts connected to Shippo through the Carriers Page —Connect Your Own Carrier Account. Please contact the carrier if a refund of postage is needed. 
  • Request refunds for insurance costs in Shippo if you added insurance to a package and the label was not used.
  • Starter Shippo accounts that pay a per-label creation fee can request a refund for the label creation fee in Shippo if the label was not used.

 

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