Get a refund for a label

Refunds for a failed or cancelled label

• A label that can't be created stays paid for. Open it, select ⋮, then Request Refund and Refund Label: the full price goes back. Select Retry instead to send it again.
• A label you cancel is refunded once the carrier confirms. See Cancel a label.

Steps

For a lost, late or damaged parcel:

1. Select Ask AI and say what went wrong, with the label's reference.
2. Select Talk to a Person. The team replies in the same chat.
3. The team decides on a refund of all or part of the label's price.

A refund goes back to the card the label was paid with, and you're notified. It shows in the label's Progress as Refunded £x.

Troubleshooting

• There's no Ask AI or chat icon: chat isn't turned on for your account yet.
• Cancel Label isn't in the menu after a refund: a refunded label can't be cancelled.