Refund $ spent due to ghost labels to the credit card and not just as credit

[ixoq]

ShipStation had a bug that resulted in my receiving errors b/c of a delayed shipdate when I went to create my label. It kept giving me an error and asking me to update the shipdate. I would do this and would repeatedly get the error. What I didn't realize until it was too late was that I was getting charged for the label each time even though the error prevented me from actually printing it. So I got charged $51 6 times and still didn't get a label. 

In resolving this ShipStation will not refund the money to me. They will only put a credit in my Stamps account. 

So my NEW IDEA is to refund money that was charged due to errors in YOUR system. With a $300 balance in my account I am now held to shipping through you and I have spent $300 more than I intended to spend this year. 

This policy is unfair and bogus and a way of you generating false revenue. 

[ixoq]

..

[lisa7]

This seems to be a habit I guess. I am nonstop being charged twice for the same label, not getting refunded for cancelled labels and now today $300 of my money is magically missing and no one knows where it is...

[ohelsbells]

We had this issue this past Saturday (1/18/2025), but with a slightly different error, or lack of an error notification, I should say. 

We have had shipping labels stop printing in the past, but usually it resolves itself and will print within 2 hours or so. This past Saturday, we clicked "create and print label" and it would generate the usually pop-up indicating that it was sending the label to our Zebra printer, but then nothing. No error or failure notice, and no label would print.

We messaged the help chat, since it had been about 3 hours and it still wasn't working. Support looked into it and saw that "ghost labels" were created each time we attempted to print a shipping label, accruing in about $1300 of excessive charges. These charges were refunded to our stamps account balance. 

Ghost labels were generating many, many times without us prompting them, and most of them were $1.09 charges. We were shipping packages not envelopes so this low charge made no sense if it was creating a ghost label identical to the label we were trying to print.

Today, everything seems to be working fine, but no one told us what the issue was. They assured us that they were looking into it and let us know to take a screen recording the next time it happened. We are also checking to make sure that more ghost labels are generated even if the shipping label prints, because they discovered old ghost labels while we were in touch with support.

[crystal154]

1. Ghost Labels Charged Repeatedly
   Since December, I have identified over 40 instances of ghost labels—labels that were charged to my credit card but never printed. 

2. Missing Transaction and Order IDs
   The Stamps billing site does not provide Transaction IDs or Order IDs to correlate with the charges being made to my credit card. For example, I am being charged $250 repeatedly for ghost labels, yet there is no way to match these transactions to specific services or labels. This makes it nearly impossible to dispute or validate these charges with their current billing interface.

3. Unvoidable FedEx Labels
   I have at least 10 FedEx labels that I attempted to void but was still charged for. These tracking numbers are not visible or searchable on the Stamps.com billing platform, and I cannot verify whether these shipments actually occurred.

4. Lack of Support and Accountability
   When I call for help, I am told there is no dedicated billing department. The chat widget for customer service can take hours to resolve just one issue. Additionally, when you call, there are language barriers which make communication extremely difficult, and I have not been able to speak with someone who can clearly understand or resolve my issues. Its all on chat.

I am now dealing with potentially thousands of dollars in incorrect charges, and there is no clear process moving forward. 

[CaraAdmin]

Hello @crystal154!

Thank you for your post in the community! You've been working with our Support team across a few different tickets. They’re waiting for your additional information and for you to reconnect with them directly.

Once you can follow up, they’ll be happy to assist you in locating the correct tracking numbers needed for any potential claims.

We appreciate your patience!. 

-Cara