When a customer requests to cancel a mail or package forwarding request that has already been marked as "Completed"in the system, follow the steps below.
Step 1: Check the Physical Shipment Status
Scenario A (In Transit):
If the item has already been handed over to the carrier (USPS, FedEx, DHL, UPS) and has left your facility, the forwarding request can no longer be canceled. Notify the customer as soon as possible that the shipment is already in transit and cannot be stopped.Scenario B (In-House):
If the item is still physically at your mail center, proceed to Step 2.
Step 2: Check if You Can Void the Shipping Label
Log in to your carrier portal (DHL, FedEx, UPS, USPS, etc.) and immediately void or cancel the shipping label to prevent accidental carrier pickup and avoid unnecessary shipping charges.
If you need assistance with voiding the label, please contact the carrier's customer service.
Step 3: Secure the Item
Pull the package or mail piece from the outbound shipping area.
Remove or cross out the canceled shipping label to ensure it is not accidentally shipped later.
Refunds and Additional Fees
If the forwarding request has already been processed, the shipping fee has likely been charged to the customer.
If the forwarding request is successfully canceled (e.g., the shipping label has been voided or canceled), contact the Partner Support Team to process the shipping fee refund or credit.
If you need to charge additional service or administrative fees for intercepting, voiding, or re-processing the shipment, contact the customer first. Before any fees can be collected, you must:
Explain the additional charges to the customer.
Obtain the customer's approval to proceed.
Once the customer agrees, the Partner Support Team will assist with charging the customer for the additional fees.
Re-Upload the Mail Image
Once a forwarding request is marked as "Completed," the mail item is automatically moved to the Completed section of the customer's account and can no longer be modified or reverted.
Take a clear photo of the mail piece (or reuse the original scan).
Re-upload the image under the customer's mailbox number.
The customer will receive a new notification and can choose another action, such as scheduling a pickup or submitting a new request.