Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a ShipStation trial account in April and made 4 purchases of shipping labels for testing purchases. These labels were never used and are all voided. April 15, 2025 7:52 PM$25.00 April 15, 2025 8:01 PM$12.93 April 23, 2025 10:53 PM$131.12 April 23, 2025 10:54 PM$100.00 However, after numerous contacts to ShipStation support, no refund was made. The company demands "evidence" the labels were never used. However, since the company closed my trial account, I have no access to any transaction records on their system and no way for access all the shipping labels' tracking number which will show none of the labels were used. The company is unreasonable to demand evidence from me when their have sole access to these data and I do not.

  Business Response

  Date: 07/02/2025

  Hi there, we apologize for the back and forth with our support team. We have successfully initiated the requested refund. More details have been sent in ticket 8401257. Please respond there if you need further assistance. Have a great rest of your week!

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to ShipStation over a year ago, and connected it to my website software. This required a mid-tier plan ($59/month). Over the last month I've dealt with a few issues with the *** disconnecting and orders not populating from my website over to the shipping software. Come to find out they changed the subscription parameters without alerting customers. They want me to now upgrade to a $100/month subscription just to get access to that same feature, all without ever telling me or original clients about this. It feels like a blind grab for more cash which in this economy is particularly cruel. The only reason I had shipstation to begin with is because I could connect it to my website. To suddenly claim a feature, which was present on the mid-tier subscriptions, is now a VIP feature requiring more money? That feels very illegal and also just bad, cruel business. I am looking to maintain that feature and keep my mid-tier subscription, or I will leave the platform all together.

  Business Response

  Date: 06/11/2025

  Hi there, our team responded to this issue on Monday 6/9/25 to the email ************************* via ticket 8281011. If you did not receive that response, please let us know and we'll forward that to the email included in this BBB complaint. Thank you and have a great rest of your week!

• Initial Complaint

  Date:06/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Shipstation service and worked with an Integrations Specialist to set up my account for my small business. Under the terms of the trial and also the Silver Plan (which I just learned today), I could adjust the sizing of the Packing Slip to meet the needs of the equipment I was encouraged to purchase to seamlessly run my business. Things were fine when I was paying for the $99 monthly Silver Plan and assured me that if my business needs changed that I could drop to the Bronze Plan with no issue. Since it's the slow season, I did just that. Today, my barcodes on the packing slips are printing very tiny which was an issue when we first enrolled. I was able to alter the **** and adjust the size so that my scanner could read the barcode. The scanner was a recommendation of the Implementation Manager and it's been a huge timesaver. Now, it's so tiny that the scanner cannot see it. When I went to adjust it back, I'm locked out of the option stating it's only for Silver Plans or TRIALS. They refuse to assist in getting this back to the size that it was yesterday. The issue is in their system and unless I pay to upgrade to $99, I cannot adjust it back. They are holding this feature hostage. I purchased the ******* on their recommendation but now it's usless. Why should I have to pay to adjust back to what was working fine until this morning? Why do trial members get this option but it's not available for my $29 monthly plan? They told me nothing would be affected and I could move up or down as needed but that is not true. They are stealing from their customers, forcing us to pay them more to simply adjust a setting in their system. My shipping process no longer works unless I enter it manually simply because I refuse to pay their ****** money to adjust a setting. This negatively affects my small business and they clearly do not care. The attached photo shows how it was printing and how it prints now. It's too small to scan.

  Business Response

  Date: 06/03/2025

  Hey there, thank you for reaching out and bringing this issue to our attention! We are going to have a team member reach out to assist you with this issue directly. Please keep an eye on your inbox for an email from us!

  Customer Answer

  Date: 06/03/2025

  Complaint: 23398994
  
  I am rejecting this response because:

  I received a very basic message from a representative at Shipstation letting me know that i had a 1 month credit for the higher tier on my account so that I could log back in and correct the packing slip sizing myself. There was no explanation for how this happened or how to prevent it from happening again. My concern is that I will be facing the same situation in the future. Shipstation gives this feature to those on trial and members that pay a higher monthly fee than I do. It make no sense to not offer it to all members. We are still paying for the service and the barcode doesn't work with any of the scanners they recommend without adjustments to the ***** Shipstation should either increase the stock size of the barcode to avoid this issue or offer HTML editing to all of their customers. My issue was a really weird glitch because I only lost the sizing of the barcode. Every other customization was still intact. This means it can certainly happen again. They are suggesting these add-ons but one small glitch renders them useless unless we pay to fix it. That is unacceptable and should be addressed.
  
  Regards,
  
  ******* ********

  Business Response

  Date: 06/27/2025

  Hi *******, we responded to you on ticket 8291298 on 6/18 to assist with your packing slip issue. If you are still in need of assistance, please respond there and a team member will be in touch to assist. Please have a great weekend!

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created 3 shipping labels, but after purchasing them. The label costs were: $44.34, $29.03, and $43.99, and each of them additionally had a $.25 residential surcharge I had intended to use them to ship packages. Unfortunately, due to unexpected circumstances, I was unable to use these labels. When I attempted to void or cancel them, I found that the system would not allow me to do so, possibly due to the time window having passed or another technical limitation.The labels were never used or scanned by the carrier, and I have documentation to show they remain inactive. I feel it is unfair to be charged for labels that provided no service, especially as I made a good faith effort to resolve the issue.I reached out to customer support, but I was told the labels were non-refundable regardless of whether they were used. I believe a fair resolution would be to issue a refund or account credit for the unused labels.Thank you for your help in facilitating a resolution.

  Business Response

  Date: 06/11/2025

  Thank you for reaching out and making us aware of this! Our team has gotten in touch with you via ticket 8335320 requesting some additional information to assist. Hoping to hear back soon!

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ShipStation charged my ****** account $2.73 for a description that says Wrong Package from the date of 12/6/23. But then is shows a shipping label I printed for 5/27/25 that is still sitting in my mailbox today waiting to be picked up by the **** mail carrier. I have no way to even look back that far to dispute this charge that says the weight is 1 pound 2 ounces. The label created for my customer *** is for $5.21 for 12 ounces not 13 as the claim states(which is wrong) but then states the postage should be for 1 pound 2 ounces. ShipStation has done this a couple of times before and I was able to dispute one charge with success when they were still tied to ****** for shipping and did not hear back from them another time before ****** quit using them. The tracking number shown on the Adjustment details is not for something sent on 12/6/23. I need this refunded as this company has done this a bunch of times to people over the years and should be investigated for FRAUD.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have constant problems with this company and support is almost non-existant. This time we are "locked out" of our account and their support chat feature is supposed to be used while signed in (see the problem?).We've been shipping all of our orders with ShipStation for several years, thousands, even tens of thousands of packages; and we can't log in to our account? Zero support? We've been down since around 3pm (Central), which means jobs didn't get shipped, employees couldn't do their jobs, etc.I'm just getting tired of these software companies and their faulty programs, lack of support; yet they still get paid the same! So not fair.Check my record, I've never filed a complaint here, but I don't know what else to do? I contacted ******* but there's only so much they can do too, it's not their program. This isn't the first time we've had major problems with this company: servers down, forcing us to pay a higher tier even though their own records proved we were below our maximum... same old ******** all those considering ShipStation that may find this later, buyer beware. They get you entangled into their system and the support is great at first; then later, you're on your own with these stupid chat bots. Even their emails are chat bots. If they can fix our issue, I'll be glad to update this complaint; but until then, let's see how long they take now...

  Business Response

  Date: 05/08/2025

  Hi there ****, we are so sorry to hear that we missed the ***** In reviewing the communication you have had with our team, we can see how confusion and frustration were caused. We will be applying a subscription credit to your account and a member of our leadership will be in contact on your existing ticket. Our team is always striving to improve our product and the merchant experience. We understand login issues can be incredibly challenging and are working to prevent their occurrence as much as is in our control, as we can.  

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled Shipstation a few weeks ago, today I got a overcharge or overdraft for $50, not sure how that can even happen if my account was closed. They charge so many overdrafts and their customer service *****.

  Business Response

  Date: 04/08/2025

  Hi there, thank you for bringing this to our attention. Our team has reached out to gather additional information regarding this charge so we can resolve this. Hoping to hear back shortly so we can resolve this. Thank you!

  Customer Answer

  Date: 04/08/2025

  Complaint: 23145626
  
  I am rejecting this response because:  The company has reached out, but they have not been able to resolve my concerns via email.  They are asking for more information on the complaint, but its already in their system.  THe information will be sent to them in 24 hours and ask for full credit on the outstanding issues.  Further, the overdraft items keep, as I got two more of them today.
  
  Regards,
  
  ***** ******

  Business Response

  Date: 04/10/2025

  Hi *****, we're truly sorry for the continued frustration you've experienced while trying to get these unexpected charges resolved. We completely understand how concerning this must be, and we want you to know that we're taking your situation seriously. While we absolutely believe the charges you're seeing are in error, we've so far been unable to identify the account they're coming from based on the email addresses listed in your ticket. All accounts associated with those emails appear to be closed, and we havent found any recent charges linked to them.
  

  To move forward and help get this resolved as quickly as possible, could you please respond to ticket #******* with the following details?
  Last 4 digits of the credit card
  Date(s) of the charge(s)
  Amount(s) of the charge(s)
  Any other helpful info (such as zip code, type of cardVisa, Mastercard, etc.and the name on the card)
  

  We know how frustrating and stressful billing issues like this can be, and were committed to getting to the bottom of it. We really appreciate your patience and your help in providing this information so we can resolve the issue promptly. Looking forward to your response and hoping to get this sorted for you very soon.

  Customer Answer

  Date: 04/11/2025

  Complaint: 23145626
  
  I am rejecting this response because: They are not adding in the fact that they have reached out via email asking for more information.  I am not going to send in my credit card information for them to see or have it posted on BBB
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ship station has funds of mine in the account and they blocked me out of my account for a while now there is no customer service it has been over 2 weeks

  Business Response

  Date: 03/31/2025

  Hi there, we see via ticket 7992729 that you were having some trouble getting logged in this morning and our team provided steps to do that. If you are wanting to close your account, please respond to that ticket with your request and we will get that closed and the funds sent back to your financing institution as well. Have a great rest of your week!

  Customer Answer

  Date: 04/01/2025

  Complaint: 23128506
  
  I am rejecting this response because:
  
  As you can see the response from that ticket was on march 19th now its april 1st and the issue still hasent been resolved 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/08/2025

  Hi there, via ticket 7992729 we had reached out and requested additional information to help you resolve the issues you were experiencing after getting logged back in to your account. Please respond to that ticket so our team can assist and resolve this. Have a great rest of your week!

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ShipStation keeps charging me bogus amounts multiple times in the same day for an account that I do not use and is not activated. I cannot cancel the account because it is deactivated and there is zero way to log in. Support is unresponsive. I used this service over a year ago and have never paid more than a few dollars a month. Just got hit with 5 invoices with emails saying thank you for paying and they have hit my credit card. I expect to see dozens of more charges before my credit card's fraud department opens up so I can file a complaint. Refund me now and cancel this absurdity. Disgusting.

  Business Response

  Date: 03/27/2025

  Hi there, thank you for reaching out and bringing this to our attention. We're sorry for the frustration. We have confirmed that the account has been closed and the remaining funds are being returned. If you need anything else, please respond to here or via your open ticket. Thank you and have a great rest of your week!

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** owned by Auctane keeps sending mailers to my mailing address. I have requested them multiple times through their privacy portal to delete my information but they claim that "they could not verify me," meanwhile I keep receiving mailers.

  Business Response

  Date: 03/25/2025

  Hello, we apologize you encountered issues attempting to get your address removed from our systems. We have confirmed internally that as of today the address has been blocked from all further communication. If you have further issues, please email us at ***********************************

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *******