Why is there a logo on my label?
Nexus may add a logo to some package labels. It's placed where it doesn't interfere with the address or barcodes. If you have a good reason why your labels shouldn't have a logo, contact support.
How do I reprint a label?
In PostalPoint, open Tools → Reprint or Void Labels. If the label is shown under the Reprint section, simply click on it. Otherwise, click the large Load history button and find the label in the list. A reprint is the same label, not a new purchase, so nothing is charged, and you can only use the label for the same package as the original label was for.
Label images are kept for 90 days. After that the shipment and its tracking number are still in your history, but the label can no longer be printed.
How do I void a label and get my money back?
Void the label from the shipment, and only if it hasn't been used. What happens next depends on the carrier:
Refunded. The carrier cancelled the label on the spot and your wallet has been credited.
Requested. The carrier will decide later. Your wallet is credited when it approves, which can take weeks. The shipment shows the outcome.
Rejected. The carrier refused the refund, usually because the label was already scanned by the carrier or is too old.
Voiding the same label twice does no harm. A few labels can't be voided through Nexus at all; contact support about those.
Why was I charged more after a package shipped?
That's a carrier adjustment. Carriers weigh and measure packages in their own facilities, and when a package is heavier or larger than its label said, they bill the difference, often days or weeks later. Nexus passes that charge to the account that bought the label, with any adjustment fee that applies. It's charged even if it takes your balance below zero.
Each adjustment names the shipment and the reason, and where the carrier supplies it, what the label claimed against what the carrier measured. It works the other way too: if you overpaid, the difference is credited in full.
The way to avoid adjustments is to properly weigh and measure every package. Ensure your scale is properly calibrated and enter the dimensions of the box as packed, rounding up to the next inch. If you believe an adjustment is wrong, contact support with the shipment's tracking number to appeal. If the carrier accepts your appeal, the charge is refunded to your wallet.