Manage Shipster

How to cancel shipster and claim your refund (service closed july 2019)

What was shipster and why you may want to cancel

Shipster was a membership shipping program run by Australia Post that offered discounted or free parcel delivery from participating retailers when your order exceeded a A$25 threshold. You paid a monthly or annual fee to access these benefits across partnered stores, which helped reduce your checkout costs on smaller purchases. The service marketed itself as a solution to delivery abandonment, bundling shipping discounts into one low-cost subscription.

However, Australia Post closed Shipster on 31 July 2019. If you were an active subscriber at that time, you may still be entitled to a pro-rata refund for the unused portion of your annual plan. At Stopee, we've helped thousands of consumers recover refunds from closed services, and Shipster refunds follow the same principle: you paid for a full year, the service ended early, and you deserve compensation for the time remaining. This guide walks you through your options and consumer rights.

When shipster was active: membership tiers and conditions

During its operation, Shipster offered multiple membership options designed to fit different shopping habits. Annual subscriptions typically delivered better value than monthly plans, and Australia Post promoted introductory offers to encourage sign-ups. The service applied eligibility rules: delivery discounts only activated on orders above A$25, and individual parcel shipping costs had to fall below a A$20 cap to qualify for benefits. Not all retailers participated, which sometimes meant eligible orders would not receive the discount despite your membership status.

Why shipster closed and what it means for your refund

Australia Post wound down Shipster as a strategic decision to simplify its service portfolio. The company publicly announced the closure date and committed to pro-rata refunds for annual subscribers who had paid for the full 12-month period. If you held an annual membership on 31 July 2019 and had paid your annual fee, you qualified for a refund calculated from the closure date to your next renewal date. Monthly subscribers and those in a promotional or trial period may have had different entitlements depending on their specific contract terms.

Historical pricing: what you may have paid

Shipster's pricing varied throughout its lifetime, with Australia Post running multiple promotional campaigns to attract and retain members. Understanding what you paid helps you calculate the correct refund amount when you lodge your claim.

Your consumer rights under australian law

When a subscription service closes, your rights are protected by the Australian Consumer Law and the Competition and Consumer Act 2010. At Stopee, we emphasise that your entitlements do not depend on Shipster's goodwill-they are legal rights you can enforce.

Pro-rata refunds and service interruption

If you paid an annual fee and Shipster closed before your renewal date, you are entitled to a pro-rata refund for the unused portion of your membership. Pro-rata means the refund reflects the exact number of days remaining on your plan, divided by 365. For example, if you paid A$83.40 for the year and the service closed after nine months, you would receive a refund for the three remaining months-approximately A$20.85.

Australia Post acknowledged this obligation in its public closure announcements. However, you may need to submit a formal request to receive your refund, especially if you did not hear directly from the company or if your refund was not automatically processed.

Cooling-off periods and unsolicited contracts

If you signed up for Shipster following an unsolicited sales approach (for example, a direct mail offer or an aggressive in-store promotion), you may have had a 10-day cooling-off period under Australian Consumer Law to cancel without penalty. Even though Shipster has now closed, understanding your original contract terms helps establish your baseline entitlements and strengthens any refund claim.

Misleading or unconscionable conduct

If Australia Post misled you about the terms, benefits, or closure timeline of Shipster, or if the subscription was unconscionable (vastly unfair), you can lodge a complaint with the Australian Competition and Consumer Commission (ACCC) and your state-based consumer protection regulator. Stopee recommends documenting any misleading marketing materials or communications you received, as these strengthen your case.

How to request your shipster refund now

Because Shipster closed in 2019, you cannot cancel it in the traditional sense-the service no longer exists. Instead, you must lodge a formal refund request with Australia Post if you have not already received your pro-rata payment. Follow these steps to recover what you are owed.

Step-by-step refund process

1. Gather your documentation
   • Locate your original Shipster confirmation email, receipt, or billing statement showing your membership plan and the amount you paid.
   • Note the start and end dates of your membership period-this establishes the refund calculation period.
   • If you paid by credit card, check your bank or card statement for the transaction date and amount; this serves as proof of purchase if your original email is lost.
2. Calculate your pro-rata refund
   • Divide your total annual fee by 365 to find your daily rate. For example, A$83.40 divided by 365 = A$0.23 per day.
   • Count the number of days from 1 August 2019 (the closure date) to your subscription renewal date. Multiply this figure by your daily rate to determine your refund amount.
   • Keep this calculation as supporting evidence when you contact Australia Post.
3. Contact Australia Post customer service
   • Call 13 76 78 from within Australia (this is the standard Australia Post customer service line).
   • From overseas, dial +61 3 8340 7239.
   • Inform the operator that you held a Shipster annual membership and did not receive your pro-rata refund following the July 2019 closure.
4. Provide your membership and payment details
   • Supply your Shipster account email address, the date your membership began, and your renewal date.
   • Quote the amount you paid and the refund amount you calculate you are entitled to.
   • Clearly state whether your refund should be credited to your original payment method (credit card or bank account) or issued as a cheque.
5. Request a confirmation number and timeline
   • Ask the customer service representative for a reference number for your refund request and a clear timeframe for processing (typically 10-15 business days for bank transfers).
   • Request written confirmation via email summarising your request, the refund amount, and the expected completion date.
6. Follow up if necessary
   • Pro tip: If you do not receive your refund within the stated timeframe, call again and reference your confirmation number. Request escalation to a supervisor if the initial response is unsatisfactory.
   • If Australia Post refuses your refund or disputes your entitlement, escalate to the ACCC or your state-based consumer affairs office (see contact details below).

What to expect during the refund process

Australia Post processes most refund requests within 10 to 15 business days if you request a bank transfer. Cheque payments may take 2 to 4 weeks to arrive by post. You will not receive interest on your refund, but you are entitled to the full pro-rata amount without deductions unless you had an outstanding account balance (which is unlikely for a closed subscription service).

Warning: Do not accept a partial refund or store credit as a settlement unless you explicitly choose to do so. You are entitled to a cash refund for the full pro-rata amount, and Stopee advises against settling for less.

After your refund: what happens next

Refund processes can feel uncertain, and many people feel anxious waiting for their money to appear. Know that you are taking legitimate action to recover funds you are legally entitled to.

Verifying your refund

Once Australia Post processes your refund, check your bank account or credit card statement after 5 to 10 business days. The refund will typically appear as a credit from "Australia Post" or "Auspost". Cross-reference the amount with your calculation to ensure it is correct. If the refund amount does not match, contact Australia Post immediately using your confirmation number.

Keeping records for your own protection

Save all confirmation emails, reference numbers, and bank statements showing the refund credit. At Stopee, we recommend maintaining these records for at least two years, as they protect you if Australia Post later disputes the payment or if you need to prove the refund for tax or financial purposes.

Common refund mistakes to avoid

Pursuing a refund can feel bureaucratic, and it is easy to make errors that delay payment or weaken your position. Here are the pitfalls Stopee has seen consumers face repeatedly.

Accepting verbal promises instead of written confirmation

Customer service representatives may tell you "your refund will be processed" without issuing a formal reference number or confirmation email. Always insist on written proof of your request, including the refund amount and expected processing date. Verbal assurances are difficult to enforce if the refund does not arrive.

Not calculating pro-rata refunds yourself

Some consumers rely entirely on Australia Post to calculate their refund, only to discover later that the amount was incorrect or significantly lower than expected. Do your own maths using the formula above, and cross-check Australia Post's calculation. If there is a discrepancy, raise it immediately with supporting documentation.

Missing the escalation window

Pro tip: If Australia Post refuses your refund or does not process it within 20 business days, do not wait indefinitely. Escalate to the ACCC or your state consumer affairs regulator straight away. The longer you delay, the harder it becomes to prove your claim.

Confusing monthly and annual plans

If you held a monthly Shipster plan at the time of closure, your refund entitlement may be different from annual subscribers. Monthly plans typically roll over automatically unless cancelled, so Shipster may have charged you one final month after the service closed. Check your account carefully to confirm your plan type and the final billing date.

Escalation: what to do if australia post refuses your refund

Most refund requests are approved, but occasionally Australia Post may dispute your entitlement or claim your request falls outside the refund window. If this happens, Stopee recommends escalating to the ACCC or your state-based consumer authority.

Contact details for consumer complaints

When you lodge a complaint, provide your Shipster membership details, proof of payment, your pro-rata refund calculation, and a summary of your communications with Australia Post. The regulator will investigate and may compel Australia Post to pay your refund plus interest or penalties if the company has breached consumer law.

Comparing your shipster experience to other subscription services

Shipster's closure demonstrates why Stopee exists: subscription services can end suddenly, and consumers often do not know their rights. The table below shows how Shipster stacked up against similar delivery membership programs and highlights what you should watch for in future subscriptions.

Your checklist for claiming your shipster refund

Use this checklist to ensure you have completed every step and gathered all necessary evidence before contacting Australia Post or escalating to a regulator.

• Locate your original Shipster confirmation email, receipt, or bank statement
• Confirm your membership plan type (annual or monthly) and dates
• Verify the exact amount you paid and the currency (AUD)
• Calculate your pro-rata refund using the daily rate formula
• Note the name and contact email on your account
• Decide your preferred refund method (bank transfer or cheque)
• Call Australia Post on 13 76 78 and provide all details
• Obtain and record your confirmation reference number
• Request written confirmation via email
• Wait 10 to 15 business days for processing
• Verify the refund in your account or mailbox
• Save all confirmation documents for at least two years
• If refund is missing or incorrect after 20 business days, escalate to ACCC or state regulator

Final thoughts: you are not alone in this process

Shipster closed over four years ago, yet many subscribers have not yet claimed their pro-rata refunds simply because they did not know they were entitled to them. Stopee has helped thousands of consumers cancel subscriptions and recover refunds from closed or defunct services. Your entitlement to a Shipster refund is a legal right, not a favour, and Australia Post is obliged to honour it.

Start with a call to 13 76 78 (or +61 3 8340 7239 from overseas) and stay persistent. If you encounter resistance, escalate to the ACCC without hesitation. Stopee believes every consumer deserves clarity, fairness, and their money back when a service fails to deliver.

Australia Post customer service contact: 13 76 78 (within Australia) or +61 3 8340 7239 (from overseas). Visit auspost.com.au for additional support options.