Canceling a shipping label

[CuratedCeramics]

Chose the wrong carrier service. Now want to cancel shipping label then go back in and choose the correct service. 
Where is cancel label option? I'm going nuts searching for this. 

[Anindita]

Hi @CuratedCeramics,

You can check out this Shopify guide: https://help.shopify.com/en/manual/shipping/shopify-shipping/shipping-labels/changing-and-voiding-la... 

[Summer]

Hey, @CuratedCeramics! Welcome to Shopify Community!

You can cancel the shipping label you bought with Shopify Shipping by voiding it through the order page. If you wish to reprint a shipping label, you will see an option to repurchase a new one after voiding the previous label you purchased. To void a label, you can follow the steps below.

1. In your Shopify admin, go to Orders.
2. Click the appropriate order number.
3. In the Fulfilled section, click the ... icon and select Void label.
4. Select a reason for voiding the label.
5. Click Void label and insurance to confirm.

A voided label will generate a shipping credit to your account, and the credit will be automatically applied towards any shipping label purchase with any carrier through Shopify Shipping. You can view this credit in the Credits section of the Finances > Billing or Settings > Billing page of your Shopify admin.

Please note that sometimes there is a time delay in processing the shipping label and the void label option will only appear once the processing is complete. It should appear within a day, but if it doesn't, and your shipping label is eligible to be voided*, please visit https://bit.ly/3cJkx8V and log in to your account to create a support request so we can investigate.

*Your shipping is eligible to be voided it meets the following:

• The label has not been voided before
• The label has not been scanned or used by the carrier
• The label is not a return label
• It has not been 30 days since the label was purchased
• A return has not been created on the order
• A claim has not been opened with Shipsurance

[CuratedCeramics]

Hi Summer,
I found these instructions before posting but not 'fulfilled' section they refer to. I only have these sections on the order page:
All
Unfulfilled
Unpaid
Open
Closed

[Summer]

@CuratedCeramics It looks like you're on the Orders page of your Shopify admin. You'll need to click the order you bought the shipping label for and wish to cancel before you can see the Fulfilled section that's mentioned in step 3 of the guide. Here are screenshots that may help:

Let me know if that's still unclear and I'll be happy to help you further.

[CuratedCeramics]

I did not see that "..." menu on the order page. Thank you. 

[Summer]

@CuratedCeramics Just to confirm, do you not have the ... icon on your order page? If so, are you able to send a screenshot of the page? Please redact any sensitive information if you would like to share a screenshot. I'll take a closer look at it then.

[Joyboxx]

Hello,

1. We have done this but Shopify has charged our credit card for shipping, when and how does Shopify refund for the shipping after we voided the label?

2. On another order to Australia, USPS marked our box as picked up (after we scheduled pick up) but they did not pick it up!  The Everett, WA USPS office is quite bad.  Therefore we can not void the label and Shopify has charged for it as well.   How do we get a refund on this one and void it? We are going to send it UPS now since USPS failed.   

But we can't create a new label in Shopify for this order. 

Thanks!

Joyboxx 

 

[Summer]

Hey, @Joyboxx! I'd love to help you out. Please find my answers to each of your concerns below.

1. Once a shipping label is purchased through your admin, it is immediately charged to your account. When you void a label, instead of the cost being refunded, it is credited to your account. Therefore, you'll still need to pay for the cost, however, the credited amount will be used on shipping labels you buy in the future. This is explained in our guide on voiding labels.
2. I'm sorry to hear about your experience with USPS. We'd love to investigate this for you. Since the package wasn't picked up, we can assume USPS wasn't able to scan the label, so ideally there should be an option to void it in your admin. Could you please check the following details to ensure there's no other reason why you can't void your shipping label?
   • Was this shipping label purchased outside of Shopify? Only Shopify Shipping labels that are purchased through your admin can be voided and credited by us.
   • Was the shipping label scanned and are there any tracking events? If the label was scanned, it is considered used and cannot be voided.
   • Has it been more than 30 days since the label purchase date? You can only void shipping labels that aren't older than 30 days from the purchase date.

If you answered no to the questions above and you believe your Shopify Shipping shipping label can be voided but there's no option to do so, please create a support ticket by visiting https://bit.ly/3cJkx8V and our support team will help you further. Please note that after visiting the link and logging in, you'll be prompted to select the topic of your concern so we can connect you to the right articles and support team. Once you do, you'll be able to find the options for support below the help docs that are presented to you.

As for creating a new label, you'll need to create a draft order as a workaround and buy the shipping label through it. Here are our guides on creating draft orders and buying shipping labels if you need them. Let me know if you have questions about what I've discussed!