USPS suspended service to Australia, and my package was returned. How do I get a shipping refund?

Solved
Joshua_Jacobs
Tourist
5 0 3

I shipped a package to Australia via USPS First Class International on September 3 (before service was suspended), but it was returned to me with a sticker saying

Mail service suspended - return to sender. 

To request a postage refund:

1. Go to usps.com/help/claims.thm.

2. Click on the "international shipments" tab for instructions

Well I did that, and it directs me to call them to request a refund. 

I did THAT, and then, because the postage was paid through a third party (Shopify), it directs me to request a refund from that third party. 

So... is there some way for me to get a refund for the $28.26 I spent on shipping? Or did I just get proverbially sodomized by the system? 

 

Accepted Solution (1)

Accepted Solutions
Olivia
Shopify Staff
796 74 143

This is an accepted solution.

Hello again, everyone!

I do have an update to share along with next steps on proceeding with these types of shipping situations.

We ask that you connect with our 24/7 Support team directly so we can offer 1:1 support. Since this is a public space, we cannot access accounts, however, our Shipping team can definitely help guide with next steps once your account is authenticated and accessible.

If you have further questions, don't hesitate to let me know.

Warm regards,

Olivia | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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Replies 12 (12)
Olivia
Shopify Staff
796 74 143

Hey, @Joshua_Jacobs.

Thanks for bringing this to our attention, I'd be happy to investigate this deeper for you.

I am checking in with our Shipping team to get a definite answer for you on how you can proceed with a refund here, and I will be in touch very soon.

Thank you for your patience,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

jankyeric
New Member
1 0 1

I'm also encountering this issue. Please let us know when you are able to provide a refund process. 

Jesse-James
Excursionist
20 0 4

Heya,

I run a fulfillment service app (ShipRelay) so I figure id chime in here.

 

While this isn't an issue with Shopify shipping, its on the carrier itself (stamps.com and USPS) - where we are able to generate a quote for a shipping label, but when we go to render (ie pay for) a label, we get the error that USPS has suspended service to AU..

 

Ideally, when we go to get a quote, it should state that the service is not available.  However, since no labels are being purchased through the carrier, going to USPS to void and refund would not work - its simply a label that could not be manifested - so if Shopify Shipping charged you, they would need to refund you.

 

Hope that helps

Jesse

 

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Olivia
Shopify Staff
796 74 143

This is an accepted solution.

Hello again, everyone!

I do have an update to share along with next steps on proceeding with these types of shipping situations.

We ask that you connect with our 24/7 Support team directly so we can offer 1:1 support. Since this is a public space, we cannot access accounts, however, our Shipping team can definitely help guide with next steps once your account is authenticated and accessible.

If you have further questions, don't hesitate to let me know.

Warm regards,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Merch20
New Member
1 0 1

We too are needing very detailed instruction on how to get this refund from usps for the suspension in Australia. Usps does not spell out how to get it if purchased postage thru Shopify. 

Olivia
Shopify Staff
796 74 143

Thanks for joining our thread, @Merch20.

We ask that all merchants connect with our Support team directly through the link I shared earlier for these situations.

If you have any other questions I'd be glad to answer them.

Warm regards,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

cathynicholsart
Tourist
4 0 2

I have the exact issue. And USPS says we need to contact our 3rd party vendor: Shopify.

Olivia
Shopify Staff
796 74 143

Hi, @cathynicholsart!

Thank you for joining our thread. Please refer to the accepted solution for next steps on assistance with a refund.

Warm regards,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Ryan_Zellars
Tourist
5 0 1

I am having the same issue and have contacted support.

 

Raj R and Carly P have both told me Shopify does not offer the refunds they say go to USPS even though I told them the claims were denied, USPS clearly says to get it from Shopify. Can I get some help?