What to Do if a Customer Cancels a Sale After a Shipping Label has been Purchased?

Sometimes, despite best intentions, customers may change their minds about a purchase after a shipping label has been purchased. While this can be frustrating, there are steps you can take to handle the situation smoothly.

Do you have to refund the customer for the shipping costs?

Yes!

The reason for this is that essentially, there is no loss on your end. If you purchase a shipping label and then do not use it, for any reason, you can contact the company you booked it through and receive a full refund for that label. This request should be made within 30 days of purchasing the label.

However, per MorphMarket's Default Store Policy, if the buyer backs out of a deal, any amount paid by the buyer defined as a "deposit" in the ongoing transaction is considered a non-refundable deposit.

If you do not specify that additional payments are non-refundable or sales are final, or do not specify the percentage of a full payment that represents the non-refundable portion, that amount shall not exceed 10% of the asking price.