Rollo Support

If you created a label you will not use, request a void from the Shipped tab in Rollo Ship within the carrier's void window (7 days for USPS and UPS shipping labels, the same day for UPS return labels). A void starts a refund request with the carrier. Refunds are not instant or guaranteed, and approval can take up to 30 days. 

These timelines come from the carriers and from Rollo's Terms of Service. 

   * USPS shipping labels: request the void within 7 days after the label was created.

   * UPS shipping labels: request the void within 7 days after the label was created.

   * UPS return labels: request the void the same day the label was created, up until 11:59 PM. After that, the normal void         option is no longer available.

The label must be unused. If the carrier's tracking shows any scan or movement on the label (for example, a package acceptance scan or a delivery attempt), the refund request will be rejected.

On the web in Rollo Ship 

1. Log in to your account.

2. Go to the Shipped tab.

3. Select the you want to cancel.

4. Open the options in the upper right (Create Return Label, Duplicate Shipment, Void Label, Print Packing Slip).

5. Select Void Label and confirm. 

In the Rollo app (iOS or Android):

1. Open the Rollo app and tap the Menu.

2. Tap the Shipped tab.

3. Tap the label you want to cancel.

4. Tap the 3-dot button in the bottom right corner.

5. Tap Void Label and confirm.

Repeat this for each label you need to void. Voids are per label, so if you have several unused labels, each one must be voided individually.

1. Voiding sends a refund request to the carrier. It does not issue the refund by itself, and immediate refunds are not guaranteed.

2. The carrier monitors the tracking to confirm the label is never used. Because of this, refund approval can take up to 30 days (about 1 month).

3. Approved refunds are credited to your Rollo Ship account balance.

4. Refunds may be subject to processing fees charged by the carrier. In that case, the net amount is credited to your Rollo Ship account.

5. The Rollo Ship service fee is not refundable.

6. If the carrier refuses to issue a refund, Rollo is not responsible for refunding the postage amount.

If your shipment is urgent, you do not need to wait for the refund. You can create a new label right away and let the void request process in the background.

The void option disappears once the window closes, but that does not always mean the money is lost. Contact Rollo support with the tracking number and the label amount. Depending on the case, the team can:

    * Monitor the tracking for 30 days from the purchase date to confirm the label was never used, then request a manual refund from the carrier.

    * Review one-time exceptions for unused labels.

These reviews are handled by the Rollo team and the carrier, and approval is not guaranteed, so please reach out as soon as you notice the unused label. 

Contact Rollo support if:

    * You received a "refund rejected" notice for a label you believe was never shipped. The team can review the tracking history with the carrier.

    * More than 30 days have passed since the void and no credit has appeared in your Rollo Ship balance.

    * You voided the wrong label by mistake and need help sorting out which label to cancel.

    * You want a refund moved from your Rollo Ship balance back to your original payment method. Balance refunds to a card are handled by the Rollo team. 

Include the tracking number, the date the label was created, and the label amount so the team can review it quickly. 

Still stuck? Start a chat with Rollo support, and we will look into your label with you.