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:08/17/2022

  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 am writing in regards to a fraudulent account that has been set up in my name. I have been receiving bills for several months. All attempts to find and close this account have come up empty. **** Stamps.com and Shipstation are all saying the account is with the other. I have been sent in circles for months and need this account closed. I have spent countless hours on the phone with *** and Stamps.com. I have emails from Stamps.com and Shipstation. Nobody is taking the necessary steps to shut it down. Meanwhile I am still receiving bills. *** has been zeroing out the charges but I can continue to spend hours on the phone re-explaining everything only to get another bill the next month. The account needs to be SHUT DOWN. The original BBB case # with *** is Case # C-**********.

  Business Response

  Date: 10/13/2022

  When creating an account with the ShipStation solution for PayPal, merchants automatically receive a Stamps.com account. This account is also used to access our *** from ShipStation carrier option which offers discounted *** rates. In this case when the *** from ShipStation account was created, *** sent the merchant an invoice directly. This merchant reported this to us via email 3/30/2022. These invoices were sent in error, and we worked with our *** team to ensure they are cleared and no longer sent. As of 9/28/2022 we have emailed this merchant to confirm the invoices have ceased.

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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 have an account with ShipStation (1 only) that started around January 2022. I had issues getting this going and at one point had two accounts (one for $29 and one for $25, their advertised fee), all do to the issues with ShipStation integration. In April 2022, I made them aware of the double charges and we got that corrected. Everything was great. Starting in July 2022, I was double billed again for $29 per month (incorrect charge) and my $25 account. I contacted them in every way possible with absolutely no response. Nothing through chat, email or phone.Now here again in August, I get double billed again. I contacted support with no answer. I filed a complaint with Trustpilot. I got a response to send them my information but nothing has happened to date. I contacted them multiple times through email. I also tried to contact support. It is not possible to get support from ShipStation. No one answers the phone, no one answers email, chat button does not work and when you go to the support page to click on the icon that is suppose to take you to chat (as they direct you) it just goes back to the chat button, nothing happens.I hate to cancel this but I cannot afford double bills (and no trust) and there is no way to contact anyone at this company. If I cancel, I am afraid they will continue to charge me. I have filed a claim on the $29 charges with my ******************* but not sure how that will turn out. I cannot get an answer from them until Sept 1 just for the first incorrect charge. I have read many complaints that it is impossible to cancel ShipStation simply because you cannot get in contact with anyone. A ******** did respond earlier, I have had no further contact from him and I really do not feel he will do any more based on Trustpilot reviews. Seems he acts concerned but never follows through.What I want is very simple.....I want my $58 refunded, the incorrect charges to stop and someone confirm all of this has been completed and taken care of.

  Business Response

  Date: 10/13/2022

  This merchant has had multiple ShipStation accounts dating back to April 2022. At various points in time, our support team has worked with the merchant in order to cancel or reactivate their accounts per their request. ShipStation support has responded to 100% of this merchants emails. It is common that if we receive multiple emails from a single sender on the same topic, we will merge the tickets together for ease of communication. Our team was able to find 2 accounts associated with this merchant and saw one being used and one with no activity which was being charged $29/month. As of 8/17/2022, our team has canceled the unused ShipStation account and applied a $75 subscription credit to the remaining active ShipStation account to cover for 3 months of the unused account.

  Customer Answer

  Date: 10/13/2022

  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:08/05/2022

  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 June 1st, the ShipStation program failed to purchase shipping through their partner, SEKO Worldwide (see image of failed transaction). However, the order somehow did go through despite no payment being remitted for it and **** picked up the freight that was already scheduled to be picked up by another company. **** charged us $450 for the pick-up and would not release our freight to the intended shipper until that fee was paid. After waiting weeks for ShipStation to handle the charge because of their program error, we ended up paying it because we needed the freight to continue operating our business. It has now been over 2 months since our initial reimbursement request with ShipStation and they have yet to resolve the issue.

  Business Response

  Date: 10/13/2022

  On 6/1/2022, this merchant received an insufficient account balance error when attempting to create a Seko Label. The label however did appear to have been generated internally. No funds were deducted on the account and the label was not made available to the merchant within our platform. Due to the electronic label being created, **** treated it as a normal label and proceeded with the pickup. However, the merchant had already put out a shipment for a different freight company. **** then picked up this freight and asked for a fee to be paid to release the freight back to the merchant. Understandably, the merchant needed their goods and therefore had to pay the fee. We worked through an extensive investigation process with ****, and as of 8/5 informed the merchant of our findings and sent an internal request to send this merchant a check to cover the $450 release fee that **** had charged. Since this issue has occurred, our team has introduced new safeguards to this integration to prevent similar situations in the future.

• Initial Complaint

  Date:08/04/2022

  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.

  Please refund my $20 funds balance as I don't intend on using your services. There is absolutely NO WAY to contact support, so I had to open up a BBB case.

• Initial Complaint

  Date:07/27/2022

  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.

  In March 2022, I shipped a package with a ceramic Dove though **** Even though I packed safely and securly, the ceramic Dove broke during shipment. My package had insurance. TRACKING NUMBER. 1Z8067TT0393020844.Since the account with *** is with Shipstation, I had to file a claim with Shipstation, which I did in march, april and May 2022 and provided ALL documents I was asked to provide. Claim number ******** has been issued.I provided pictures of the broke dove, pictures of the shipping materials, invoice of the order, all info of the shipper and the recipient. Until today, July 26, 2022, Shipstation still ask me to fill out a form for broken item during shipment. This company is un professional, luck knowledge of how to handle claims and completly un orgenised. Since I filled out the form on line, I don;t have a copy of it, but Shipstation should have a record of it as I filed the claim form on line with them!I demand my money of the item- broken ceramic Dove, as I had to pay out of my pocket the amount of $29.50 to the buyer, whom I shipped the ceramic Dove to.

  Business Response

  Date: 10/13/2022

  When filing a claim for *** from ShipStation shipments, there are many required pieces of information that we need to collect and share with *** on behalf of the merchant. If pieces of information are left out from the initial submission, our team will attempt to contact the merchant via email for the remaining information. Without response, we are unable to process the claim. In this case, the initial claim was missing a required telephone number. Various email attempts to reach this merchant failed, and ultimately we were unable to move forward with the initial claim filed 3/21. Through multiple requests from the merchant in the following months we attempted to re-submit the claim while following *** guidelines. This process ended up being quite extensive and it came to light during one of these interactions that our emails were not being delivered as expected to the merchant. After troubleshooting with the merchant, we were able to restart the process to file the claim with the required information. 

  When a claim is approved, *** will contact the merchant via email to confirm where the payout should be sent. The merchant never received this email, and they were therefore unable to respond to *** in the designated time period. This rendered the claim invalid due to the length of time that had passed since the initial inquiry. Ultimately, we chose to credit the merchant the original claim amount ourselves, refunding it to the original card used for the purchase of the label. Since this issue occurred, we have adjusted our internal claims process to ensure we attempt all methods of contact with merchants before canceling the claim.