Cancelling a label and getting the refund
In short
Shipments → the shipment → Cancel label. The card hold is released automatically — no refund request needed (a released hold disappears from your statement within a few days, depending on your bank). Top-up balance is credited back immediately.
- Cancel any time before the parcel is scanned by Royal Mail/DHL. After the first scan, contact support: a stop-and-return may be possible (Failed delivery attempt, not home, collection deadlines, Return-to-Sender) but interception isn't guaranteed and costs apply.
- Cancelling un-fulfils nothing in Shopify by itself — if you cancelled by mistake, buy a new label; if the order is genuinely cancelled, cancel it in Shopify too so the customer's tracking link is not misleading.
- Cancelled labels are void: don't dispatch a parcel with a cancelled label; it will be returned to you from the hub.
- If a parcel is returned because of a Teleship-side issue (suspended lane, hub error), we cancel the label and refund all fees including duties and taxes, and upgrade the re-booking at our expense (Route suspensions and service updates).
Still stuck? Contact our support team.