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.
Voiding a label will preserve the shipment record in ShipStation and allow you to create a new label on that same shipment.
You can void a label from the Print Preview screen, the Shipment Activity Widget in Order Details, the Shipments grid, or the Shipment Details screen.
Not All Labels Can Be Voided!
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.
Follow these steps to void a label from Print Preview:
-
Click Create + Print Label in the Configure Shipment Widget to load the Print Preview pop-up.
-
Click the Void Labels button in the corner of the pop-up.
This will open the Void Label pop-up.
-
Click Continue in the Void Label pop-up.
-
Click Done on the confirmation pop-up.
This will return you to the Configure Shipping Widget.
-
Open the Order Details screen by clicking the Order # in either the Orders or Shipments grid.
-
Select the Shipment then click the Void button on the Shipment Widget.
A message will appear letting you know a refund request will be sent and refunds are subject to the specific rules of the shipping provider.
-
Click Continue.
ShipStation will send a refund request to the carrier and display either a success or failure message once complete.
After the label is successfully voided, if the order was in the Shipped status, ShipStation will move the order back to Awaiting Shipment.
You can then create a new label, mark as shipped, or cancel the order as needed.
-
Select a shipment from the Shipments grid.
-
Click the Void Label button.
-
Choose Continue from the Void Label popup. Follow the on-screen instructions.
ShipStation will send the refund request and display either a success or failure message once complete.
After the label is successfully voided, if the order was also in the Shipped status, ShipStation will move it back to Awaiting Shipment.
You can then create a new label, mark as complete, or cancel the order as needed.
-
Open the Shipment Details screen by clicking the Shipment # in either the Order Details screen or the Shipments grid.
-
Click Other Actions and choose Void Label.
A message will appear letting you know a refund request will be sent and refunds are subject to the specific rules of the shipping provider.
-
Click Continue.
ShipStation will send a refund request to the carrier and display either a success or failure message once complete.
After the label is successfully voided, if the order was in the Shipped status, ShipStation will move the order back to Awaiting Shipment.
You can then create a new label, mark as shipped, or cancel the order as needed.
After voiding a label, the shipment record can still be found under the Shipments tab. The order will return to an Awaiting Shipment status.
The voided shipments will display in the Shipments grid with the shipment number, associated order number, and the former tracking number link crossed out.
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.
-
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.
Authentication Failed Error Message
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 update your password in ShipStation, go to Settings > Shipping > Carriers. Then click the Action Menu 
and select Update Password. If you do not see the option to Update Password in the Action Menu drop-down, select the Carrier Setting option instead.