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:12/12/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 filed a shipping insurance claim for a lost package insured for $3,000 through ShipStation. The package was mailed on April 15, 2025 to an APO address under REMOVEDTracking #REMOVED. REMOVEDconfirmed the package was lost in transit. A claim was opened under Case #PRGBV-060325183848. Despite submitting all required documentation and sending a formal written demand, I have received no acknowledgment or response. I am seeking prompt payment of the insured $3,000 as required under the policy.Desired Resolution: Immediate payment of the $3,000 insurance benefit, plus any applicable interest or penalties for delayed payment.

• Initial Complaint

  Date:12/08/2025

  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.

  On Oct. 17, 2025, I closed my ShipStation account. I asked two REMOVEDresentatives on ShipStation on different days when I will get my refund on my account of $7.64. Both REMOVEDconfirmed my account was closed, and I would have to wait 30 days and then an extra 15 days. I was told I would get a refund within 45 days on Dec. 10, 2025. I went and asked the Shipstation customer service on Dec. 7, 2025 to confirm my refund. I was told that my Stamps account would have to be closed in order to get a refund. He cancellled it, but I was NEVER told this by the two REMOVEDin Oct. REMOVEDI would get a refund by Dec. 10. Also the REMOVEDtold me that my account was REACTIVATED when I NEVER REACTIVED IT. I was told I have to wait another 45 days for my refund. These people are scammers. I want my money in my account. I NEVER REINSTATED IT AND I should have received my refund after waiting 45 days and now I have to wait another 45 days. This is a SCAM! I want my refund sent to me immediately.

• Initial Complaint

  Date:12/08/2025

  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 filing a complaint regarding repeated, incorrect, and unjustified REMOVEDshipping adjustments being passed through my ShipStation account. These adjustments include weights and dimensions that do not match any packages we ship and are inconsistent with our documented shipping history. All issues were submitted to ShipStation under Case #REMOVED(Dispute of Adjustments Charged), but the case was closed without proper review or resolution.On October 28, 2025, ShipStation applied a series of REMOVEDadjustments to our account that are demonstrably inaccurate. The billed dimensions and weights REMOVEDsupplied through ShipStation do not reflect the actual packages shipped. Examples include extreme dimensional measurements (such as 98 x 7 x 6 inches) and billable weights far above what our shipments could physically be. Even when using the incorrect dimensions assigned, the maximum DIM calculation cannot exceed 30 lbs, yet we were billed at significantly higher weight tiers.Our business does not ship any packages over 30 lbs, and our internal records, product profiles, and scale data confirm this. We provided ShipStation with screenshots, shipment records, and documented comparisons showing the discrepancies. Despite supplying all requested evidence, ShipStation closed the support case without addressing the inaccuracies or reversing the charges.These adjustments have resulted in unwarranted financial losses and raise serious concerns regarding ShipStations handling, verification, and dispute process for carrier adjustments. We are asking the BBB for assistance in having these charges properly reviewed, investigated, and fully reversed, and for ShipStation to provide a clear explanation of how such incorrect data was applied to our account.

  Business Response

  Date: 12/15/2025

  Hi there, thank you for reaching out and bringing this experience to our attention. Our team has been in direct contact with you in ticket 8905457 to gather all necessary information to contest these with the carrier. Once we hear back, we'll be able to move forward. Hoping to hear back from you shortly!

• Initial Complaint

  Date:11/19/2025

  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.

  Our complaints on Shipstation are: 1) fails to explain why some shipments are being adjusted more than once and to different account numbers; 2) fails to provide details on how the adjustment fees are calculated and refuses to investigate; 3) offers a quoted lower rate to win the business, but adjusts the rates months later after the sale season is over. This practice is unethical.We purchased REMOVEDlabels from Shipstation about 7 months ago, now have been charged for shipping adjustments totaling $2175.69 in the last 3 months. The adjustments claimed that the entered weight and dimensions were inaccurate. However, the actual weight and dimensions were shown on REMOVEDwebsite and far from what were stated on these adjustments. Additionally, some of our parcels are being adjusted more than once. We contacted Shipstation, provided them with a list of these labels, and requested investigation, they asked us to provide the exact packages with the shipping labels on scale to submit dispute, which was impossible because the parcels were shipped 6 months ago. We pointed out that REMOVEDalready re-weighed each package and they are detailed on the website on the tracking, however Shipstation said there is nothing they can do.For example, tracking #REMOVED, on the website it shows its actual weight is REMOVEDlbs. We received first adjustment on 9-24-2025 claiming the actual weight was 15.2 lbs vs what we entered 13.6 lbs, so we were charged $63; then we received second adjustment bill, saying the actual weight was 31 lbs, which was impossible as we have verified with the customer, and then we were charged another $94.89 for it. So in total we paid $73.16+$63+$94.89 = $231.05 for this 15 lbs package. We called REMOVED, they said these adjustments are billed to different REMOVEDaccounts and asked us to give them the account number to proceed with investigation. But Shipstation refuses to provide the account number and refuses to reach out to REMOVED.

  Business Response

  Date: 12/16/2025

  Hi there, thank you for reaching out and bringing this to our attention. Our team has located ticket 8955510, where we are in direct contact with the carrier on your behalf regarding your adjustments. Once we have an update, we will be following up with you there directly. Keep an eye on your inbox for a response from us!

  Customer Answer

  Date: 12/16/2025

  Complaint: 24155349
  
  I am rejecting this response because: we haven't received any communication from Shipstation on this matter.
  
  Regards,
  
  Operations Vessils

  Business Response

  Date: 12/17/2025

  Hi there, our team has responded to you in ticket 8955510. Feel free to respond to our team there if you have aditional questions or concerns, Have a great rest of your week and a happy holiday!

  Customer Answer

  Date: 12/17/2025

  Complaint: 24155349
  
  I am rejecting this response because: the response I received from Shipstation did not address any of the concerns I have, including: 1) why my parcel was adjusted twice and charged additional adjustment fee; 2) why was this parcel adjusted a much bigger size than the actual weight listed on REMOVEDwebsite and 3) why is REMOVEDallowed to send us adjustment bills more than 5 months after the parcel was delivered, but we are not allowed to dispute the adjustment because we are out of the 3-month window from the delivery of the parcel? This is unfair and a loophole that enables REMOVEDto issue endless adjustments when the 3-month window is passed.
  
  Regards,
  
  Operations Vessils

• Initial Complaint

  Date:11/03/2025

  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 an Etsy seller who was targeted with ShipStation's so-called "promotion" prominently displayed on REMOVED's platform. The ad boldly proclaims: "Ready to ship smarter? Start free with ShipStation. Get 10 free shipments/month with ShipStation's free plan, or get even more with one of their other new tiers. Terms apply."This wording is a blatant example of false advertising designed to lure small business owners like me into signing up under the false promise of free shipments. Who wouldn't jump at "10 free shipments/month"? I did I signed up for their free plan immediately, expecting it to cover my low-volume shipping needs without extra costs.But here's the scam: Those "free shipments" aren't free at all. They only waive ShipStation's own service fee for generating the label. You still have to pay the full postage cost to the carrier REMOVEDetc.), which for me added up to $4.76 per label on my test shipments while leaving $20.24 in my account balance. Not once during signup, in the ad, or in any initial emails did ShipStation disclose this critical detail. Their fine-print "terms apply" is buried and meaningless the headline sells "free shipments," not "free label generation while you foot the REMOVED." This is classic bait-and-switch tactics, preying on busy Etsy creators who don't have time to parse legalese.I wasted hours integrating my Etsy store, only to discover the truth when I generated my first label: No savings on actual shipping costs, just ShipStation pocketing data on my orders while holding my $20.24 on their books to collection interest for 44 days per their refund policy. This is deceptive upsell to force me into paid tiers for "even more".ShipStation's parent company, Auctane, should be ashamed. With over 80 complaints already on BBB for billing tricks, unauthorized charges, and poor support, this promotion fits their pattern of misleading small businesses. I've since canceled and closed my account.

  Business Response

  Date: 11/04/2025

  Hi there, thank you for bringing this to our attention! Our team has followed up with you in ticket 8924294, requesting some information to complete your refund. Hoping to hear back from you shortly so we can get this resolved!

• Initial Complaint

  Date:11/03/2025

  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 10/18/25, I added $10 worth of credit to my account. However, I was instead charged $1025, as their system mistakenly added that amount instead to their account. I reached out to a representative immediately and was told a refund of $990 would be processed, which I agreed to. After not receiving an update for 3 business days, I reached out to their support line again, who told me that my refund request was forwarded to another team. One week later, I asked for the status of my refund and was told that they could not give me an estimated timeline for my refund, since the request was sent to a different team, and they have no way to tracking the progress. I reached out once more 10 days after the original date and was told the same thing-- that my refund request was forwarded and that there was nothing I can do and no timeline can be given. It has now been two full weeks, and I have not received a single update or expected timeline for when my refund will be fulfilled, as promised.

  Business Response

  Date: 11/04/2025

  Hi there, we apologize for the frustration this issue has caused. The proper team to issue your refund currently has your ticket 8857607 in their queue. When they have an update, they will follow up with you there directly. If you have further questions, please don't hesitate to reach back out there, and we'll be happy to help. 

• Initial Complaint

  Date:10/02/2025

  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.

  This is by far the worst and most frustrating "shipping" service around. Let's start with the fact that you can not pay for postage labels individually; no you have to add specific amounts into your "account", each time being AT LEAST $10. Or let's look at the fact that unless you "upgrade" to a verified business account, they put a very strict and small limit on the amount of labels you can purchase ($25) per month! Or how about the fact that anything left in your account after this limit has been met, Shipstation decides to just keep if you no longer want to use their services Multiple emails and support inquiries have gone unanswered

  Business Response

  Date: 10/15/2025

  Hi there, thank you for bringing this to our attention! We apologize for the frustration. Our team has located your open Stamps account and has canceled that now, so the funds will be refunded to your financing institution. Please let us know if you have further questions!

• Initial Complaint

  Date:09/24/2025

  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 cancelled our shipstation subscription more than 3 weeks ago and have been charged another subscription fee for October. I have emailed support to request a refund given I have not authorised this transaction. Shipstation have not responded or provided proof of refund.

  Business Response

  Date: 09/25/2025

  Thank you for bringing this to our attention. We truly appreciate the opportunity to address your concerns. Our team has reached out to you directly via support ticket #REMOVEDto assist with resolving the issue. We look forward to your response and are committed to working with you toward a prompt resolution.

• Initial Complaint

  Date:09/23/2025

  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 had a ShipStation account back at the end of June 2025. I tried to purchase a label but it would not let me print. So I went back and pressed to purchase the label again, and it still wouldn't print the label. It kept having issues whenever I tried. So I pressed the purchase button twice more. I tried contacting their support team but they were of no help. It was a software issue on their end. They couldn't find a solution so I asked for a refund and they said I would have to close my account and they would provide the refund within 30 days of the account closing. My account was closed early July. It's almost October! And I still have not received my refund. They said they would mail me a check. They owe me $623.72. I have a small business and this isn't spare change for me. These people are vultures! Take this as a warning. DON'T EVER USE SHIPSTATION!!

  Business Response

  Date: 09/24/2025

  Thank you for bringing this to our attention. According to our records, the check request has already been submitted to the appropriate team. We are currently confirming the status and estimated delivery timeline, and will provide an update as soon as possible. We apologize for any inconvenience this delay may have caused and appreciate your patience as we work to resolve the matter promptly.

• Initial Complaint

  Date:08/25/2025

  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.

  Shipstation keeps sending me these "Automatic Funding Confirmation" saying that my account is being billed on days when I have not made a purchase from Shipstation. I have emailed Shipstation support multiple times and they keep providing me with incorrect information. I need to be able to view an itemized list of why these charges keep occuring. You can't just bill me without providing me the context.

  Business Response

  Date: 09/04/2025

  Hi there, our team has provided an explanation on how to access and view the charges that are being made to your account via ticket 8632502. If you have further questions, please respond there directly and we'll happily provide any further context. Hope you have a great rest of your week!