Voiding and refunding labels

Go to Admin → Shipments and open the unused label by clicking its tracking number. For labels paid by card at checkout, choose Request void / refund in the Label section and send the request to support. This requests a review; it does not immediately void the label or refund your payment. Support checks label use, the carrier window and payment status before approval. If the control is unavailable, use Message support and include the tracking number. Labels that have already been scanned by the carrier cannot be voided.

Request review promptly, before automatic expiry: ShipWave automatically voids unused outbound labels after 14 days. Submitting a support request does not pause that expiry, and the automatic expiry process does not refund public label-tool card purchases. The carrier limits (30 days for USPS and 90 days for UPS/FedEx) do not extend the life of a ShipWave label. An approved refund still requires an unused label and carrier acceptance.

For an approved public label-tool card purchase, ShipWave refunds the original card after the carrier confirms the label refund as completed and at least 7 days have passed since the void. Before releasing the money, ShipWave checks the carrier tracking again; if the label was scanned, it was used and no refund is issued. USPS confirmation typically takes 15 to 30 days, so the 7-day wait usually adds no time. UPS and FedEx voids usually settle immediately, so those refunds arrive about 7 days after the void. After a card refund is issued, banks usually take 5 to 10 business days to post it. A submitted request or pending carrier void is not a completed refund. Balance-funded labels follow the same rule: they are credited back to the shipping balance after carrier settlement, no sooner than 7 days after the void, and only if the label was never scanned. If a voided label is scanned later anyway, the label was used and its cost can be billed again.