Question 1

How do I void a shipping label?

Accepted Answer

Open the shipment from your Shipments list, then choose Void Label. If the carrier hasn't scanned the package yet, the label is canceled and the full amount you paid is returned to your Billyship wallet balance as credit — usually within a few minutes.

Question 2

How long do I have to void a label?

Accepted Answer

You can void a label as long as the carrier has not yet accepted the package into their network (before the first scan). Once a tracking event appears, the label is considered in transit and can no longer be voided.

Question 3

My label already shipped — can I still cancel it?

Accepted Answer

No. Once the carrier has scanned the package, the label cannot be canceled or refunded through Billyship. If you need to stop delivery, contact the carrier directly to request a return-to-sender or package intercept (carrier fees may apply).

Question 4

What happens to my money after a void?

Accepted Answer

The voided amount is credited back to your Billyship wallet balance immediately as an in-app credit, rather than reversed to your original card. You can use that balance for your next label right away.

Question 5

Where do I find my tracking number?

Accepted Answer

Open the shipment detail page — the tracking number is shown at the top, with a copy button. You can also track any shipment from the Tracking page by pasting the number there.

Question 6

My tracking hasn't updated in days. What should I do?

Accepted Answer

Carriers sometimes delay scans, especially during peak periods. Wait 24–48 hours, then check again. If there is still no movement after a few days, the shipment may be delayed or held — contact the carrier with your tracking number for a status investigation.

Question 7

What does the 'Exception' status mean?

Accepted Answer

An exception means the carrier hit a problem en route — weather, address issue, or a delivery attempt failure. Open the shipment to read the latest tracking event for details. Most exceptions resolve on the next delivery attempt, but if it persists contact the carrier.

Question 8

The package was marked delivered but I don't have it.

Accepted Answer

Carriers occasionally mark a package delivered before dropping it off. Wait one business day, check with neighbors and your building's mailroom, and if it still hasn't appeared, open a claim directly with the carrier using your tracking number.

Question 9

How does the Billyship wallet work?

Accepted Answer

Your wallet holds prepaid credit you can spend on labels in a single click — no checkout step. Top up from the Billing page; the balance updates instantly and any refunds from voided labels are added back here automatically.

Question 10

Can I get a refund to my card instead of wallet credit?

Accepted Answer

Billyship issues refunds as in-app wallet credit only. This keeps refunds instant and avoids card-network reversal delays. Your credited balance is available for future shipments right away.

Question 11

Why was my card charged a fee on top of the label price?

Accepted Answer

Each label price includes the carrier rate plus a small platform fee, shown transparently before you buy. Card-paid labels also pass through the card-processing fee; wallet-paid labels do not, since the funds are already in your account.

Question 12

What if my address fails verification?

Accepted Answer

Double-check the street, city, state, and ZIP for typos. If the address is correct but still fails (common for new construction or rural routes), you can proceed anyway — but unverified addresses have a higher chance of carrier surcharges or return-to-sender.

Question 13

Can I edit a shipment after buying the label?

Accepted Answer

You can't edit a purchased label's address or dimensions. If something is wrong before the package ships, void the label for a full wallet credit and create a new shipment with the corrected details.

Question 14

What package dimensions should I enter?

Accepted Answer

Measure the actual packed box — length, width, and height in inches, and total weight in pounds and ounces. Entering smaller or lighter values than the real package can result in carrier adjustments or surcharges after delivery.

Question 15

I bought a label but never printed it. Can I get it back?

Accepted Answer

Yes. As long as the label hasn't been shipped, open the shipment and download or reprint the label from the detail page. If it has already been scanned by the carrier, it's considered used and cannot be voided.

Question 16

The label printed blurry or cut off. What now?

Accepted Answer

Reprint it — a purchased label can be printed as many times as you need before it ships. Use the download button on the shipment detail page and print from a PDF viewer rather than the browser preview for best quality.

Question 17

I shipped to the wrong address. What can I do?

Accepted Answer

If the label hasn't been scanned yet, void it for a full wallet credit and create a new shipment. If it's already in transit, contact the carrier to request a redirect or intercept — Billyship cannot change a label once it's moving.

Help Center

Voiding & Canceling Labels

Tracking & Delivery

Billing & Wallet

Withdrawing Your Money

Creating Shipments

Problem Labels