Refund a Label Created in Shippo

In this guide, we will show you how to request a refund, answer FAQs regarding refunds, and review all of the policy information on refunds per carrier. 


Request a Refund In Shippo

How to Request a Refund

As a reminder, USPS labels must be used within 30 days of purchase. Labels not used within 30 days are invalid and should be discarded.

If you have a label that you purchased and do not intend to use, you can submit a refund request by following these steps:

  • Navigate to the Shipments Page in your Shippo account
  • Go to your shipment and select the "More Options" menu indicated by icon ( ⋮ ).
  • Choose "Refund Label" and confirm, "Yes, request refund".

Once you've clicked "Refund Label", you will no longer have access to this label. 

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.

 

NOTE:

  • Please note that all refund requests must be submitted within 90 days from the day you purchased the label.
  • It is critical to not use invalid labels. Labels that have been refunded, or are older than 30 days, are considered invalid. 
    • In an effort to combat the use of counterfeit labels, USPS now confiscates and discards packages with invalid labels. In addition, USPS will not accept claims for packages lost due to the use of refunded or otherwise invalid labels.
  • To easily identify which labels have not been used, reference the "Track Status" column on the Shipments page.
  • Refund requests will be rejected if the label is used or scanned by the carrier. For further clarity, contact Shippo Customer Support.
  • Refund requests cannot be undone. If you use a label you have requested a refund for, you risk that package being lost, confiscated, and/or marked as fraudulent. 

 


How long does it take to get a refund?  

Refund requests are processed within 14 business days from the date the refund was requested, provided the label has not been used.

To view your Label Refund Status:

  • Navigate to your Label on the Shipments Page.
  • Then, navigate to your refunded order. 
  • The order's refund status will be displayed on the right side of the Order's row.

Your Order refund will be displayed as:

  • Refund requested: when the refund has been requested but is still being processed. 
  • Refunded: when the requested refund has been processed. 
  • Refund rejected: when the Label has been used, the carrier will reject refund requests. If the refund status is "Refund rejected" but the label has not been used, please reach out to support@shippo.com

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 on the Account Settings icon from your dashboard.
  • Next, select Billing from the dropdown menu.
  • Click on the View Pending button below Pending Transactions:

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


Will the Insurance I purchased be refunded?

Insurance can be refunded if the label has not been used to ship the package. The refund will include the shipment's postage and insurance fees.

Insurance cannot be refunded once the insured shipment has been shipped. Your Insurance coverage was still eligible while the package was in transit, so it cannot be refunded.


Additional Information Per Carrier

Shippo's UPS, USPS, FedEx, 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.
  • USPS labels must be used within 30 days of purchase. If a label is not used, you may request a refund for it within 90 days of the purchase date.
  • Postage and insurance charges will be refunded.

Canada Post:

  • If a label is not used, Shippo will credit you for the cost of the label if a refund is requested within 90 days of the purchase date. The credit will then be applied toward future label purchases and will be deducted from your next invoice.
  • Canada Post labels that do not offer tracking service are not eligible for a refund. Please note tracking is not available for the following services:
    • Canada Post Small Packet USA Air
    • Canada Post Small Packet International Air
    • Canada Post Small Packet International Surface
  • If you use a Canada Post label after a refund has been credited to you, Shippo will bill you again for the shipping fees.

Personal FedEx accounts

  • If a label is purchased in Shippo with your personal FedEx account, the carrier will bill you directly for the postage. FedEx labels are billed once scanned by the carrier, which means there is no need to request a postage refund for these labels if they are not used.
  • 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 within 90 days of the purchase date if the label was not used.

Personal UPS accounts

  • UPS bills customers who purchase UPS labels in Shippo. 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 within 90 days of the purchase date 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 within 90 days of the purchase date.
  • 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 within 90 days of the purchase date if the label was not used.

 

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