Refund a shipping label
Updated 2026-09-07
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Refunds apply to unused labels you successfully void (or that NitroMule/the carrier marks refundable). Scanned packages are not refundable as unused postage.
Steps
- Confirm the package was never handed off and the label was never scanned.
- Void the unused label as soon as you know it will not ship.
- Wait for void confirmation in NitroMule.
- Request a void refund if prompted. Approved refunds credit your Account Balance by default (not your card). On a custom-domain portal, that credit lands on the portal owner’s balance for that portal.
- Watch Billing → Account Balance for the credit (timing can lag carrier confirmation).
- If void succeeds but credit is missing after the normal window, contact support with order id and tracking number.
What is not refundable
- Labels already scanned or in transit
- Carrier adjustment fees unrelated to void
- Duplicate labels you bought after forgetting reprint — void the unused one promptly instead of requesting a special refund
BYOA notes
When you ship on your own carrier account, refunds follow the carrier contract, not only NitroMule Billing. Void in NitroMule and confirm with UPS/USPS/FedEx as needed.