Support

    I printed a shipping label that I won’t be using. How do I request a refund?

    You can use the Request Shipment Refund web service. Read on to find out who can use it and how it works.

    Who can use the request refund web service?

    • The refund web service is for companies who belong to the Developer Program and use web services to print shipping labels.
    • It is for individual shipments where you printed a shipping label that you will not be using (e.g. it is damaged or was printed in error). For bulk refund requests, read how to cancel a manifest.
    • The refund web service is available for thefollowing scenarios:
      • Contract shipping customers who want to request a refund for a shipment that has already been transmitted and a manifest created. Tip: If you have not transmitted your shipment information yet, you can use the Void Shipment web service.
      • Contract shipping customers who do not produce manifests, such as for Ship From Store applications.
      • Non-contract shipping customers.

    How does the Request Shipment Refund web service work?

    REST – contract shipping

    1. Make a call to the Get Shipment or Get Shipments web service. The response to those services will include a link called rel=refund. You will include that link in your refund request. Or, if you already know the shipment-id, you can construct the link using the format provided below.
    2. Formulate your request by combining the following three components listed in the table below. See the Request Shipment Refund or Request Non-Contract Shipment Refund documentation for more details.

    Component
    name

    REST
    request structure

    Example

    Method
    and endpoint

    POST
    https://XX/rs/
    {mailed by customer}
    /{mobo}/shipment/
    {shipment id}
    /refund

    POST
    https://soa-gw.canadapost.ca/
    rs/1234567/
    123456789/shipment/
    770551446039003579
    /refund

    HTTP header

    Accept:application/
    vnd.cpc.shipment-v7+xml
    Authorization: Basic
    {Base64 encoding of
    userid:password}

    Accept:application/
    vnd.cpc.shipment-v7+xml
    Authorization: Basic
    s7HD7gwsennesc==

    XML body

    <shipment-refund-request
    xmlns=
    "http://www.canadapost.ca/
    ws/shipment-v7">
    <email>name@example.ca
    </email>
    </shipment-refund-request>

    <shipment-refund-request
    xmlns=
    "http://www.canadapost.ca/
    ws/shipment-v7">
    <email>name@example.ca
    </email>
    </shipment-refund-request>

    If you use SOAP

    Get details on using the SOAP Request Shipment Refund web service.

    After you submit your request

    The response to your request will include a service ticket number and the date we created the service ticket. You can track the status of your service ticket online. Sign in to canadapost.ca and select My Support from the menu.

    We will verify that you’re not using the shipping label you requested a refund for and then we can issue you a refund. It will appear on your credit card statement or account, depending on how you paid for the shipment.

    Support

    If you have questions or need help, contact us through the Developer Program. Sign in to the Developer Program website and select Developer Forum from the left menu.

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