Request Refund button missing from label history in SendPro Online or PitneyShip

There are several reasons that the Request Refund button may not be available for a USPS label.
Products affected: SendPro® Online, PitneyShip™

Issue

On the Shipments tab in your History, the Request Refund button is missing for a USPS label.

Cause

There are several reasons that the Request Refund button may not be available for a USPS shipping label:

  • The transaction is more than 30 days old (from the original print date).
  • The shipping label has been scanned by USPS.
  • The label is part of a printed SCAN form and the SCAN form has already been printed.
  • The label status shows in-transit or delivered.
  • The label was a USPS Priority Mail Express label.
  • A refund has already been requested.

Resolution

  • Verify that the transaction is not more than 30 days old. Shipping labels lose their refund eligibility after 30 days from the print date.
  • Verify that the label was not part of a printed SCAN form. If your label is unused but the SCAN form is already printed, contact us.
  • Verify that the label status does not show in-transit or delivered. Only unused USPS shipping labels can be refunded. If your label is unused but has an in-transit or delivered status, contact us.
  • USPS Priority Mail Express money-back guarantee claims cannot be requested through SendPro Online or PitneyShip. To open a claim, visit the USPS Refunds page.
  • Verify that a refund has not already been requested. To track the status of label refunds, see Checking label refund status in SendPro Online or PitneyShip.

UPDATED: August 02, 2022

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