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:03/10/2025

  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 have had an ongoing issue with Shipstation ***eatedly turning on a feature that has been confirmed as being turned off and will never turn back on going back many years. Globlal Shipping Program for **** keeps being turned back on within my account, costing me a lot of time and money with several international shipments. It often adds 2-3 weeks to international ship times, ***acks items very poorly, and often items go missing. This also only provides a domestic tracking number to GSP without a customs waybill number so insurance is thus null as the numbers don't match. Shipstation has confirmed this is turned off on multiple occasions yet it is always active when I try to make International shipments. In 2022, Shipstation confirmed this feature was turned off and would not be turned back on. A bit later, I shipped a return internationally without knowing it was a *** label. The package's tracking did not match the system tracking, Shipstation support refused to provide the tracking for many months until the insurance deadline ran out, and I lost money. I began reaching out to Shipstation support and was told I would receive compensation and was finally told someone would call me to resolve this case in Summer 2024. Since then their support has been farmed out and a new *** ***lies every time asking for information they archive in the portal, despite having all of the screenshots + documentation sent to them many many times. Each email tells me that the program is turned off, but when I try to make a label, it's active. The only way to find out it is active is for me to buy an expensive international label to find out which label it generates: a GSP or typical customs waybill. Even this testing has cost me money that I can't get refunded. The burden should not remain on me to get this fixed and receive the compensation promised for losses caused by Shipstation's negligence and inability to troubleshoot its own platform.

  Business Response

  Date: 03/27/2025

  Hi there, thank you for reaching out and letting us know about your experience getting GlobalPost disables. We're very sorry to hear this was the level of support provided. We have emailed you with confirmation this has been disabled as well as a way to escalate the issue moving forward if you see this again. Please respond on ticket 8024886 directly if you have further questions, thank you!

• Initial Complaint

  Date:02/10/2025

  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 sold a heavy piece of merchandise on ****** on July 17th, 2024. Through Shipstation on the ****** platform, I created a shipping label for *** that would travel from ********** to ********. The cost of this label was $147.07 This is the label for reference: 1ZF3707G0320001615 The package had arrived at its destination damaged.I had to file a damage claim with **** However the claim was denied as they required the package to be re-inspected which the buyer did not allow.This should have ended here as I had resolved the issue personally between myself and the buyer on the ****** platform. This was on July 31st, 2024, he kept the package. As of August 27th I received multiple charge attempts through ****** to my banking institution of $147.07 a 2nd time, due to an error on ***'s end where they believe the package was "returned to sender. I'll relay what the label specifies on this below;August 2nd, 2024. The shipping label claims the package is being "returned to sender due to refused delivery". This did not occur.2 months later as of October 3rd according to the label, they scheduled an inspection again despite the claim being closed. October 9th, the package was "returned to sender" a second time.October 11th, scheduled again, November 7th, scheduled again. Obviously, this is a very clear issue on ***'s end. This is all on the shipping label.I had to reach shipstation through their e-mail ***************************************** they do not have a phone number.Eventually shipstation relayed to me that I would be credited a refund for the amount to my shipstation balance by sometime October to early November. I complained about no refund.On November 21st, 2024. I was notified again, that the refund has now been issued(again) and will reflect within ***** days.On January 31st, 2025. They claim I received a credit back on August 31st, 2024 which MAKES NO SENSE. As of February 9th I have yet to hear back and I'm tired of it. Please help me with this.

  Business Response

  Date: 02/10/2025

  Thank you for reaching out. We sincerely apologize for any back and forth regarding this claim. While we dont have a significant update at this time, we can confirm that our team has contacted the carrier via ticket #******* to check on the claim's status. As soon as we receive an update, well provide it there promptly. Please let us know if you have any other questionswere happy to help. Wishing you a great rest of your week!

  Customer Answer

  Date: 02/10/2025

  Complaint: 22918110
  
  I am rejecting this response because: They have "looked into it" for 5 months now without any resolution. They have literal access to my shipstation account to view that negative balance to know whether it has been resolved or not. 
  
  Regards,
  
  **** *****

  Business Response

  Date: 02/11/2025

  Hi there, we have confirmed that the credit has been applied to your account. If you are still having issues, please respond to ticket 7677884 and our team will be happy to help further. Please have a great rest of your week!

  Customer Answer

  Date: 02/11/2025

  Complaint: 22918110
  
  I am rejecting this response because: While I did receive an email stating that i was credited, the system is now not allowing me to access my shipstation account at this time. I was able to login without issue as of yesterday but since the update of credit, I now no longer have any access to my account to verify this. When I attempt to login through my ******, it gives me a notification stating; "An authentication error occurred. Please sign in and try again". I'll attach the image of what this looks like.

  The only reason I do not accept the response is because of this, as I cannot personally confirm that a credit has indeed been applied.

  Regards,
  
  **** *****

  Business Response

  Date: 02/13/2025

  We were able to confirm via ticket 7677884 that you have been able to log back in. If you have further questions or need additional assistance, please don't hesitate to respond to that ticket and we'll be happy to help. Have a great rest of your week!

  Customer Answer

  Date: 02/13/2025

  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.
  

  After nearly 6 months the issue is now resolved and within 48 hours the BBB got me an account credit that I couldn't do by myself in the last 5 months. Thank you to the BBB for providing clarity and having expedited this process.

  Regards,
  
  **** *****

• Initial Complaint

  Date:02/07/2025

  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.

  On Feb 6th I went to sign-up for a Free 7 day trial for ShipStations Services. I did sign-up, in order to evaluate the price differences and was prompted to give them my credit card in order to setup shipping.Within an hour of signing-up, I had determined that their service was not needed. I went to cancel and Shipstation is hold me and my credit card hostage because you can not cancel without going through a SURVEY.I did not know that I was required to take a survey in order to cancel and believe that this might infringe on customer rights. I would like my account cancelled without fill out their survey and they should change there forceful survey nature

  Business Response

  Date: 02/07/2025

  Hi there, we can confirm that the account associated with *********************************** has been closed and was canceled 02/07/2025. Thank you for your feedback surrounding our cancelation process, we will pass this along to the necessary parties. Please reach back out if there is anything else you need from us. Have a great weekend!

• Initial Complaint

  Date:02/05/2025

  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.

  Found a fraudulant charge by Shipstation on my ******************** debit card of $1388 on 1/23/25. Notified my bank and they may or may not help me. I have no idea who generated this charge, I have never heard of Shipstation and I live in ****** not **********. Now my account is of course overdrawn and locked and while my bank is "investigating" this for the past 1.5 weeks still no word. Help

  Business Response

  Date: 02/05/2025

  Hi *****, thank you for bringing this to our attention! We've reached out to you at the provided email to request additional information on this charge so we can resolve this for you. Hoping to hear back shortly!

• Initial Complaint

  Date:02/03/2025

  Type:Product 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 am having issues with 2 of my shipments sent via Shipstation C539H6 account: tracking numbers 1ZC539H60332782462 and 1ZC539H60317958659. One was lost by ***, there other one was damaged in transit. Claims for both filed via Shipstation claims form.Shipstation does not monitor nor follow up on those. Instead, I have to communicate with *** myself and upload all additional details directly through ***. Me having my own *** account causes a lot of confusion for *** and results in those claims not being addressed correctly. C539H6 is your shipper account, I have very little to do with it, but I paid carrier insurance on both packages, so please do reimburse me and claim payments from ***. Honestly, the process of filing a claim through Shipstation has been a nightmare, and I am seriously considering dropping the service. Once again, I am requesting a reimbursement (check, not Auctane credit), for the total of $1457.04, which covers claims for 1ZC539H60332782462 and 1ZC539H60317958659.

  Business Response

  Date: 02/03/2025

  Thank you for reaching out regarding your shipment claims. We have received your request for updates via ticket #*******. Our team is actively communicating with ***, and we will provide you with an update through that ticket as soon as we have more information. We understand the frustration and appreciate your patience as we work toward a resolution.

  Customer Answer

  Date: 02/07/2025

  Complaint: 22883259
  
  I am rejecting this response because:

  On my original claim form submitted through Shipstation, I had specified that the damaged item is with the sender and can be picked up at *********************************************. Why *** did not receive this information--I have no idea. 

  I tried reopening this claim 4 times already. They asked me for an invoice to prove the value of the item, and I uploaded it at least 4 times. Now I get this letter?? 

  When I dealt with *** claims using my own shippers account and ********************** this has NEVER happened. Taking advantage of the Shipstation *** account has proven to be the worst decision on my part.

  I will not accept any response other than 2 checks, one for the $896 the balance Im owed for 1ZC539H60332782462 , and $408 + shipping cost for 1ZC539H60317958659 (BOTH WERE INSURED).

  
  Regards,
  
  Olena B

  Business Response

  Date: 02/07/2025

  Thank you for your response! Please continue to coordinate with our team via ticket *******. In the meantime, we will reach out to *** to update the requested address and will provide updates there as they become available. We apologize for the back and forth with the carrier and appreciate your patience.

• Initial Complaint

  Date:01/15/2025

  Type:Product 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.

  ********** fraud called me and asked if I made the purchase, I said I had. Next day I looked and it was ****** not ***** I contacted them and sent the product back and they received it the 26th. They said they would return the money. In the meantime I got a different card. Now they are telling me to contact the bank and the bank can't even help.

  Business Response

  Date: 01/15/2025

  Hi there, it appears that this complaint is not against ShipStation. We have no record of receiving an email from ************************************ to our support teams for any brands under the Auctane umbrella. We highly advise reaching out to the organization you purchased the product from originally as we will be unable to assist in the facilitation of the refund. Have a wonderful rest of your week!

• Initial Complaint

  Date:01/02/2025

  Type:Product 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 tried to order about 70 *** shipping labels for my business. ShipStation was having an issue with their third party insurance integration and instead of refunding me when the labels couldn't be generated, they took the money, put it in my ShipStation/Stamps account as a credit and said it would take 4-6 weeks to get a refund. I had to get a refund because I wanted insurance on the shipments, and ShipStation claimed it could be weeks before they managed to get insurance working again. I spent hours multiple days on the phone with both ShipStation and ********** customer service to close my account so I could get a refund (they told me that was the only way to get the refund). They told me a refund was coming and that my account was closed, but I was a little weary, so I had my credit card company do a chargeback. Low and behold, Stamps/ShipStation never closed my account or refunded me after the 4-6 weeks, tried to recharge me the over $1,000 a month later, and then another month later sent me an email saying I had unpaid balance. I emailed them back attaching emails from their own customer service proving I asked for a refund and my account to be closed. It seems like the issue is closed, but ShipStation/Stamps never even responded saying the issue was resolved. I need closure because I do not trust this company.

  Business Response

  Date: 01/08/2025

  Hi there, thank you for reaching out and bringing this issue to our attention! After investigating, we can confirm that the account was closed and $1,011.74 was refunded on 10/10/24. Should you need anything else, please don't hesitate to reach back out and we'll be happy to help!

• Initial Complaint

  Date:12/20/2024

  Type:Delivery 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 received a notice from the US postal service that a package was being ship to me. The package was never delivered. Tracking information says it came from auctane shipping in *****. They refuse to do anything on their end to help me find the package . They basically told me it isn't their problem. . I don't know who actually shipped the package. And they won't give me that information either so I can't even track it myself. They accepted money obviously to ship the package. But they don't care about whether the person they're supposed to send it to actually got it. And I can't even contact the company to tell them I never received my package because I don't know who it is that shipped it.There's no option under resolution desired. All I want is to know who shipped the package and have it tracked so I can get my package. I want them to really ship it or find where they really shipped it to. Because they didn't ship it to me.

  Business Response

  Date: 12/23/2024

  Thank you for reaching out and bringing this to our attention! We're so sorry to hear about the trouble with your missing packageits definitely frustrating to experience this during the holiday season.

  To resolve this, we recommend filing a claim directly with ****. You can do so by visiting their Claims page here: ************************************. Theyll guide you through the next steps.

  For security reasons, we're unable to identify the shipper solely from the tracking number. Wishing you a wonderful holiday, and we hope this gets sorted out quickly!

• Initial Complaint

  Date:12/13/2024

  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.

  I received the attached email regarding a Shipping Charge Adjustment. I was charged an additional fee beyond what I paid for the label due to **** ***. The weight listed on original and adjusted is exactly the same. The dimensions are the same except the actual height was one inch shorter. Therefore, my packages was the same weight but one inch smaller than I paid for, yet I was charged MORE money. While it is only a small amount, it is the principle. I followed the link on the email to dispute this. The link has outdated instructions. You can no longer email **** the disputes so my email came back undeliverable. I then attempted to go on the **** website and found the updated procedure there. That requires you to reach out to the vendor for a revenue assurance ID. I attempted to email Shipstation at both email addresses I found for customer services. I've emailed each once twice over the period of a month and never heard back beyond on auto-response saying my message was received. Please refund the charge as it was false...my package was same weight and one inch smaller than I paid for. Please update your dispute procedures and have a customer service email that actually responds. Emails to customer service and **** are attached to this claim as well as the original shipping adjustment email from Shipstation.

  Business Response

  Date: 12/13/2024

  Hey there, thank you for reaching out and bringing this adjustment to our attention! We have written the provided email and are seeking additional information at this time to resolve this for you. Hoping to hear back soon!

  Customer Answer

  Date: 12/17/2024

  Complaint: 22681199
  
  I am rejecting this response because: havent received any solution yet. Business responded and asked me for additional details. These details were provided to BBB, but I also replied to business with these details again. I have not heard back yet. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 01/29/2025

  Hi there, we can confirm that the requested amount has been successfully credited to the postage balance. Please let us know if there is anything else we can help you with.

  Customer Answer

  Date: 01/30/2025

  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. Although, this took months to resolve and the business never responded to my emails. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:12/09/2024

  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.

  On Nov. 8, 2024, I was attempting to buy a single shipping label in ****** through it's shipping option which is Auctane, LLC. I got a systems error message 3 times, and no label was was produced, all 3 times. When I checked my bank, they had charged me 3 times for the same label, and when I went back and checked for a label and an option to cancel the others, there was still no shipping label. I filed a claim on all three charges, and ****** promptly refunded one of the 3. The other 2, the cases were closed in the seller (Auctane) favor. I still had no refunds. I reopened cases on those 2 transactions, and they (******) are giving a date of Dec. 13 for them to answer and then make a decision. One transaction is for $12.24, the other is for $14.42. I believe this is mail fraud since they didn't provide a label and just took my money. I have asked them for refunds but I am getting the runaround.

  Business Response

  Date: 12/11/2024

  Thank you for reaching out and bringing this to our attention! Were sorry to hear youve had difficulty getting these labels refunded. To assist with this, weve already contacted the provided email. Were hopeful to hear back soon so we can ensure this is taken care of for you promptly. Thank you for your patience, and please dont hesitate to let us know if you have any further questions in the meantime!

  Customer Answer

  Date: 12/11/2024

  Complaint: 22658029
  
  I am rejecting this response because: I never received the shipping label. I kept getting a systems error on your part of the transaction, so that is why I tried 2 more times. No label was every received. I immediately went into the resolution since I saw my bank account was debited for all 3 of the transactions, and ****** promptly refunded the first one, but not the other 2. Then for some stupid error again, ****** closed the other 2 resolutions in Auctanes favor, and yet I still had no refund for those 2 transactions and no resolution, so I filed again with ******. I have not been satisfied with the procedure and filed a complaint with BBB. I provided the transaction numbers with the BBB and you should have them. As I said, no labels were provided. I have no tracking numbers, just transaction numbers.
  
  Regards,
  
  **** ********

  Business Response

  Date: 01/09/2025

  Hi ****, we have confirmed via ticket 7531307 that this has been resolved. If anything else is needed, please contact us here or via that ticket and we'll be happy to help! Hope you have a Happy New Year!

  Customer Answer

  Date: 01/09/2025

  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,
  
  **** ********