Unused labels are voided

When ZenReturn voids a label

1. You reject the return before it ships.
2. The return is refunded before it ships, for example in Shopify admin. ZenReturn emails the customer that the label is cancelled and that they need not ship anything. A refund that the rule makes on approval keeps the label, because the customer still ships the item.
3. The carrier has not scanned the label 25 days after it was bought. 7 days before that, ZenReturn emails the customer a reminder with the date the label expires. When it voids the label, it emails the customer that the label is cancelled.
4. The item arrived without the label, and the carrier has not scanned the label 25 days after it was bought.

When several returns share one package label, ZenReturn voids it only when none of them will ship.

You can also void a label yourself: on the return page, select Void label, then Confirm void. Select Create new label if the customer needs a label again.

What happens to the charge

Voiding asks the carrier to refund the postage. For a label that ZenReturn bought, the label charge on your Shopify bill is reversed when the carrier refunds it. USPS can take up to 30 days to answer, and the return page says "The carrier is still refunding the postage" until then. If the carrier refuses the refund, for example because the label was used, the charge stays.

For a label bought with your own EasyPost account, the carrier refund goes to that account, and there is no ZenReturn charge to reverse.