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 must 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 void and refund policy.
You can void unused return labels for a refund, just like outbound labels.
Be aware that some carriers do not allow voiding labels in ShipStation and some 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 in each carrier's integration help article in our Integrations Help Guide.
Refunds are provided by the postage provider you purchased the label from.
After voiding a label, the shipment record can still be found under the Shipments tab. The order will return to the Awaiting Shipment status.
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.
When you void a shipment, that shipment will return to the Awaiting Shipment status and remain there until you take further action. ShipStation does not update the marketplace status when you void shipments. Additionally, once you void a shipment in ShipStation, the order will not receive marketplace updates for that order. So, if you then cancel the order on the marketplace you must cancel the order in ShipStation as well.
If you need to void a label for a multi-package shipment, you must void the master tracking number. This cancels all the child labels in the shipment. You cannot void an individual label within the multi-package shipment. You must then create a new multi-package shipment to generate labels and tracking numbers for each package.
If you create a new label for an order after voiding the original label and reship the order, the store that the order originated from will not be notified of the new shipment and tracking information.
Post-billed accounts, like UPS and FedEx don't charge for labels you don't use. However, we recommend you still void the label if you plan to create a new one. This way, the shipment record contains the correct items, and your reporting will be accurate.
Refunds are issued by the postage provider that you purchase the label from.
Labels, fulfillments, returns, and voided labels all count toward your account shipment limit. Read our article How are Shipments Calculated? to learn more.