Refund and repurchase a CommentSold shipping label when the original label contains incorrect information, such as the customer's shipping address, package weight, or dimensions. Refund the original label first, then create and purchase a new label with the correct information.
The refunded amount is added back to your shipping label balance.
Use the table of contents below to navigate to specific sections of this article:
| Note: Shipping labels purchased through ShipStation or Shippo must be refunded through those platforms. They cannot be refunded through CommentSold. |
Refund a Shipping Label
You and your team members will need either the All Permissions or Manage Refunding Labels permission in order to refund shipping labels.
- Select Orders/Fulfillment in the side menu of your CommentSold dashboard.
- Locate the order for the label you wish to refund and repurchase, then select the tag icon on the far right of the order row.
- Select Refund Label from the options available in the USPS Tracking Number section.
- Confirm your action by selecting OK from the fly-down at the top of the page.
The refunded amount will be credited to your shipping label balance.
If you use Combine Orders, a single shipping label may be associated with multiple orders.
Select the Packing Slip to view all orders associated with the label. Make a note of every order included in the label so you can associate the same orders with the replacement label.
Before repurchasing the label, set all orders associated with the refunded label to Processing.
Repurchase a Shipping Label
- Select Orders/Fulfillment in the side menu of your CommentSold dashboard.
- Locate the order for which you wish to repurchase a label, then select the tag icon on the far right of the order row. This will expand the shipping label section below the order details.
- Enter the package's Length, Width, and Height dimensions in the fields provided.
- Using a poly mailer? You can select the Is Poly Mailer? checkbox to remove the Height dimension field.
- Select Create Label.
- CommentSold will present the total cost of the label in a fly-down at the top of the page. Select OK to proceed with generating the label.
- Once generated, you can print the label.
FAQs
When should I refund and repurchase a shipping label?
Refund and repurchase a label when the original label contains incorrect information, such as an incorrect shipping address, package weight, or package dimensions.
Can I edit an existing shipping label?
No. If information on a purchased label needs to be changed, refund the existing label and purchase a new one with the correct information.
What happens to the shipping label balance after I refund a label?
The refunded amount is credited back to your shipping label balance.
What permissions are required to refund a shipping label?
You need either All Permissions or Manage Refunding Labels permission.
How do I refund a shipping label?
Go to Orders/Fulfillment, locate the order, select the Tag icon, choose Refund Label under the USPS Tracking Number section, and confirm the refund.
How do I purchase a replacement shipping label?
After refunding the incorrect label, open the order's shipping label section, enter the correct package dimensions, select Create Label, confirm the cost, and print the new label.
Can I refund a ShipStation or Shippo shipping label in CommentSold?
No. Labels purchased through ShipStation or Shippo must be refunded directly through the platform where the label was purchased.
What if a shipping label is damaged but the information is correct?
You do not need to refund and repurchase the label. You can reprint the existing shipping label instead.
Can I refund a label associated with multiple orders?
Yes. If you use Combine Orders, a single label may be associated with multiple orders. Select the Packing Slip to identify all orders associated with the label before refunding and repurchasing it.
What should I do with combined orders after refunding a label?
Set all orders associated with the refunded label to Processing before purchasing the replacement label. This ensures the orders can be associated with the new label.