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AutoRefund Feature Causing Issues

BUTLERMUSIC
Occasional Contributor

2 weeks ago

Today we had an issue with a shipment. It was an order that was shipped on October 21st via USPS, however the Post Office never scanned it in. Because there was no scan we couldn't make an insurance claim, and we had to refund the customer for the order as there was no replacement unit available.

Autorefund voided the label today--which is fine--but then Shipstation kicked the order right back into 'awaiting shipment'. The label was printed with todays order batch. 

Thankfully we didn't have the product available to fulfill the order, however if we did, then this order would have shipped to the customer when they had already been refunded.

Ideally if 'autorefund' voids a label, it does NOT send the order back to shipping 4 weeks later. It remains 'shipped' within Shipstation.

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1 REPLY 1

CaraAdmin
Khoros

2 weeks ago

Hello @BUTLERMUSIC!

Thanks for your post! Since this is a new feature, the best next step is to contact our support team at support@shipstation.com. They can guide you through detailed troubleshooting steps, help identify the root cause, and provide solutions specific to your setup. Providing them with screenshots, order examples as you did above, or any error messages youโ€™re seeing can help speed up the process and ensure they have all the information needed to assist you efficiently.

Happy Shipping!

-Cara

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