Run around for Insurance refund

We voided a USPS label with postage and insurance.   Shipstation support was no help.   the link did not work to get the form.  Finally after working with Stamps.com we were able to submit a postage refund by mail.  The said that they could not issue a refund on the insurance because it was through the shipstation 3rd party insurance.   I called the Insurance company.  they said Ship station needed to issue the refund.  I have tried for 5 days to get a reply from shipstation.  All they do is state the obvious  - 'I printed two labels - neither was voided in the Shipstation platform - YES if I could have voided through the platform, I would not need to spend hours trying to get a refund.   Does anyone know what needs to be done to get an insurance refund when you need to mail in a USPS label for a refund?