Why can't I void my shipping label?

Shopify Discussion
1

Hi,

I’ve been trying to void a shipping label to create a new label because the local courier did not pick up my parcel prepared saying the size of the package stated on the label did not much with the information that they received. However, I "void shipping label’ button does not work with the colour light grey. Does anyone know what to do to void the label? The label was created just 2 days ago.

Hisataka_0-1671271597819.png
Hisataka_0-1671271597819.png841×423 139 KB

2

Hi @Hisataka ,

Thank you for reaching out to the Community! I’m happy to provide some assistance with shipping labels, to ensure this gets resolved.

While there are a few different reasons that may prevent a shipping label from being voided, it seems this order in particular is due to the label being actioned. To provide clarification, if the shipping carrier has scanned or otherwise used the label, it will not be able to be voided. This includes packages that have been returned to you due to an incorrect shipping address.

While I can completely understand how this may not be ideal, I recommend checking out our Changing And Voiding Shopify Shipping Labels documentation for further information. To get a new label for this order, you have a few options including:

  • Create a duplicate or draft order for the same customer and products (discount the products down to $0 to keep their accounting correct). Create the order and then purchase + print a new label from there.
  • Buy a label outside of Shopify Shipping (using a 3rd party app in the App Store that also offers discounted label costs, pay retail at the post office, use your own shipping carrier business account for discounted rates at the post office, etc)

Please let me know if you have any other concerns.

3

Hi Blair,

Thank you for your reply!

Thanks to the option you suggested, which is "Create a duplicate or draft order for the same customer and products (discount the products down to $0 to keep their accounting correct). Create the order and then purchase + print a new label from there.__", and I managed to create a new order for the same customer and print a new label. But I still have the problem that I have paid shipping costs twice for the same order. Would you please let me know how I can get the money back? - The void label button still does not work and cannot get the money for the original order back…

4

Please anybody get back to me on this at your earliest convenience :folded_hands: I’m sort of desperate…

5

Hi @Hisataka ,

Thank you for the prompt reply, as I’m happy to provide some clarification on labels that are unable to be voided. To share some additional context, if any labels that are scanned by the shipping carrier or otherwise used are unable to be refunded/credited.

While I can completely understand how this may not be ideal, the best thing to do would be to duplicate the order for the same customer and products to purchase a new label. For more information on this, I recommend checking out our Changing And Voiding Shopify Shipping Labels documentation as it touches on this further.

Please let me know if you have any other concerns.