Manage Shippo

How to cancel Shippo and reclaim control of your shipping software

What Shippo is and why you may want to stop paying

Shippo is a shipping software platform built for online sellers who need to compare carrier rates, print labels, track parcels, and manage multiple store integrations from one dashboard. It functions as Software as a Service (SaaS), meaning you pay monthly or annually for software access, not for courier services themselves. The platform sits between your e-commerce store and shipping carriers like DHL, FedEx, and Pos Malaysia.

If you have a Shippo subscription in Malaysia, you are likely paying for label volume, workflow automation, batch processing, and integration tools that save time during your shipping operations. However, many users report that once they have scaled back their business, migrated to a competitor platform, or found the interface too complex, the recurring charges continue without clear visibility into how to stop them.

Understanding what you are paying for

Shippo offers several pricing tiers designed for different business sizes. The Starter Plan begins at RM0 per month for basic features, the Pro Plan sits at RM80 per month or RM968 per year, and a Premier tier with custom pricing is available for larger logistics operations. Most paying subscribers in Malaysia use the Pro Plan for its batch label creation, multi-carrier rate comparison, and store connection features.

The challenge many Malaysian users face is that Shippo's Terms of Service do not transparently outline auto-renewal clauses, cooling-off rights, or data retention policies. This opacity is precisely why Stopee exists: to help you understand your rights and navigate cancellation without frustration or surprise charges.

Why malaysian users struggle to cancel

Shippo does not maintain a physical cancellation address in Malaysia. All support flows through Shippo's U.S.-based help centre and email at [email protected]. Additionally, there is no verified local MYR-specific billing or Malaysian-language support documentation. This creates a real barrier: you must communicate in English through online channels, and you have limited recourse if Shippo disputes your cancellation request or continues to charge you after you believe you have unsubscribed.

Importantly, Shippop Malaysia Sdn. Bhd., a separate logistics aggregator operating locally, is not the same entity as Shippo U.S. for SaaS account cancellation. If you subscribed to Shippo software directly, you must cancel through Shippo's own web account and help channels, not through any local Malaysian company.

Your consumer rights when canceling Shippo in malaysia

Malaysia's Consumer Protection Act 1999 grants you essential rights when dealing with SaaS subscriptions, even though Shippo is a U.S.-based company serving Malaysian customers.

Key protections under malaysian law

Under the Consumer Protection Act 1999, you have the right to cancel a subscription service if the supplier fails to provide goods or services in accordance with the contract. If Shippo continues to charge you after you have submitted a cancellation request, or if the service becomes unavailable or defective, you can escalate your complaint to the Ministry of Domestic Trade and Cost of Living (MDTCCL) for enforcement.

Additionally, if you discover unauthorised charges on your credit card or payment method after cancellation, you can dispute the transaction with your bank or payment processor. Malaysian banks typically investigate chargeback claims within 60 days and can reverse fraudulent or disputed recurring charges.

Pro tip: Keep all email correspondence with Shippo support, screenshots of your subscription page, and bank statements showing charges. These documents are your strongest evidence if you need to escalate to MDTCCL or your financial institution.

When to escalate beyond Shippo

If Shippo does not respond to your cancellation request within 14 days, or if charges continue after you have cancelled, you should escalate. Contact the MDTCCL's Consumer Call Centre at 1-300-88-5000 or visit their website to lodge a formal complaint. Stopee can also guide you through the escalation process and help you document your case for maximum impact.

How to cancel Shippo step by step

Follow this sequence to cancel your Shippo subscription without leaving loose ends.

Before you submit cancellation

Rushing into cancellation without preparation often leads to regret. Spend 10 minutes securing your data and billing evidence first.

1. Log in to your Shippo dashboard on desktop (mobile apps may not show all account settings).
   • Navigate to your account settings or profile icon in the top right corner.
   • Look for sections labeled "Billing", "Subscription", or "Plan Management".
2. Capture screenshots of your current subscription tier, monthly or annual billing amount, renewal date, and last payment date.
   • Include the full page URL in your screenshot to prove the date you captured it.
   • Save these images locally and email them to yourself as backup.
3. Export and download all data you may need after cancellation.
   • Download your invoices and receipts for the past 12 months (required for tax or audit purposes).
   • Export your label history, tracking records, and shipping insurance documents.
   • Save screenshots of any connected store integrations or API keys you have configured.
4. Note any active billing issues or disputed charges before you proceed.
   • If you have already been overcharged or charged incorrectly, document this now and reference it in your cancellation email.

Warning: Shippo's Terms do not explicitly state how long your account data persists after cancellation. Some records may be deleted immediately or after a grace period. Assume nothing will remain after 30 days unless Shippo confirms otherwise in writing.

Submit your cancellation request

Shippo does not offer a one-click "Cancel Subscription" button in most account dashboards. Instead, you must submit a cancellation request via email or through their help system.

1. Send a cancellation email to [email protected] with the subject line: "Subscription Cancellation Request - [Your Account Email]".
   • Include your full name, email address, and account ID (found in your billing or account settings page).
   • State clearly: "I request cancellation of my Shippo subscription effective [date], and I require written confirmation of the cancellation date and any final charges."
   • If you are entitled to a refund under Malaysian consumer law or Shippo's own policy, state: "I am requesting a refund for charges incurred after my cancellation request."
2. Send the email from the same email address linked to your Shippo account.
   • Shippo support may reject requests sent from unverified email addresses.
3. Expect a response within 5 to 10 business days.
   • If you do not hear back within 10 days, send a follow-up email and reference your original support ticket number.
4. Once Shippo confirms cancellation in writing, save that email indefinitely.
   • This is your proof that you cancelled, and it protects you if charges appear months later.

Pro tip: Include a specific effective cancellation date in your request (for example, "effective 25 January 2025"). This removes ambiguity about when you expected charges to stop and provides a clear reference point if disputes arise.

Verify cancellation in your account

After receiving Shippo's cancellation confirmation email, log back into your dashboard to confirm the subscription status has changed.

1. Check your subscription page for a message indicating "Cancelled" or "Inactive".
   • If the page still shows your Pro Plan as active, the cancellation may not have processed. Email support again immediately.
2. Review your billing page to ensure no charges are scheduled for the next cycle.
   • Take a screenshot showing "No upcoming charges" or the cancellation date.
3. Mark your calendar 2 days before your previous renewal date to monitor for unexpected charges.
   • Many users report that Shippo charged them despite a cancellation email if billing cycles overlapped or payment methods updated.

Refunds and what to expect after cancellation

Understanding refund policy is critical, especially in Malaysia where consumer protection laws often favor the buyer.

When you qualify for a refund

Shippo's published Terms do not specify a refund policy for monthly cancellations. However, under Malaysian law, you may qualify for a refund if you cancel within a cooling-off period or if you can prove that Shippo's service failed to meet the standard of care promised in their marketing. Stopee recommends requesting a refund for any partial-month charges or unused credits when you submit your cancellation.

If you paid annually (RM968), you have stronger grounds for a refund of unused months. For example, if you paid for 12 months in January 2025 and cancelled in April 2025, you should receive a refund for the 8 months remaining.

How to claim a refund

Include your refund request in your cancellation email. State your reasoning clearly: "I request a refund for [number] unused months of my annual subscription, totalling RM[amount]. Please process this refund within 14 days to my original payment method."

If Shippo denies your refund request, escalate to your bank or card issuer. Malaysian banks and payment processors frequently reverse subscription charges if you demonstrate that you cancelled in good faith and the merchant is not responding to your request.

Common mistakes people make when canceling Shippo

Cancelling a SaaS subscription should be straightforward, yet many users create preventable problems by rushing or assuming the process will auto-complete.

Mistake 1: cancelling only through your payment method, not through Shippo

Some users believe that cancelling their credit card or requesting their bank to stop the charge is enough. It is not. Shippo's system may mark your account as "payment failed" rather than "cancelled", and your account data may remain active or be suspended in an indeterminate state. Always cancel directly with Shippo first, then cancel your payment method if you wish.

Mistake 2: not waiting for written confirmation

A verbal confirmation or a support chat transcript is not sufficient proof of cancellation in Malaysia's consumer framework. You need a dated email from Shippo's official support address confirming the cancellation. Without this, you have no recourse if charges reappear.

Mistake 3: deleting your account instead of downgrading

If you plan to return to Shippo later, cancelling your subscription is not the same as deleting your account. Account deletion may be permanent and could remove your label history and integrations. Contact support if you want to downgrade to the free tier instead, which pauses charges while preserving your data.

Mistake 4: ignoring unexpected charges after cancellation

If a charge appears 30, 60, or 90 days after your cancellation confirmation, act immediately. Contact Shippo support with your cancellation email as evidence. If they do not respond, file a dispute with your bank. Many users assume they are "locked in" to recurring charges, but Malaysian consumer law and bank chargeback processes exist specifically to protect you in this scenario.

What happens to your data after cancellation

Shippo's Terms are silent on data retention, which creates uncertainty for many users.

After your subscription ends, your dashboard typically becomes read-only for a grace period (usually 30 days), allowing you to export remaining data. After that window, Shippo may delete your account and associated records. Labels, tracking history, and store integrations are usually lost permanently unless you have already downloaded them.

Pro tip: Export all historical data before submitting your cancellation request. Do not assume Shippo will hold your information after your subscription ends.

Comparison: Shippo vs. alternative shipping platforms

If you are cancelling Shippo because you have found a better solution, this comparison may help you confirm your decision.

Pricing summary: what you were paying

Understanding your billing breakdown helps you confirm that you are not being overcharged during your final billing cycle.

Your cancellation checklist

Use this step-by-step checklist to ensure you do not miss anything.

1. Capture screenshots of your current subscription tier, renewal date, and last payment amount.
2. Download and save invoices, label history, and tracking records locally.
3. Compose a clear cancellation email to [email protected] with your account details.
4. Send the email from the email address linked to your Shippo account.
5. Wait for written confirmation from Shippo within 10 business days.
6. Save the cancellation confirmation email permanently.
7. Log into your account to verify subscription status shows "Cancelled" or "Inactive".
8. Monitor your bank or credit card statement for 2 billing cycles after cancellation.
9. If charges continue after cancellation, dispute them with your bank and reference Stopee's cancellation guide.
10. If Shippo refuses to acknowledge your cancellation, file a complaint with MDTCCL at 1-300-88-5000.

Contact information and escalation points

If you encounter resistance or delays when cancelling Shippo, use these official channels to escalate your complaint.

Direct support

Shippo support email: [email protected]. Response time is typically 5 to 10 business days.

Malaysian consumer protection authority

Ministry of Domestic Trade and Cost of Living (MDTCCL) Consumer Call Centre: 1-300-88-5000. Available Monday to Friday, 8:00 AM to 5:00 PM Malaysia Standard Time. You can also lodge a complaint online at https://www.kpdnhep.gov.my.

Your bank or payment processor

If Shippo continues to charge after cancellation, contact your bank's fraud or dispute department. Malaysian banks process chargeback claims within 60 days. Provide them with your cancellation email and billing evidence.

Stopee: your cancellation advocate

If you feel overwhelmed by the process or Shippo is not responding, Stopee is here. Stopee has helped thousands of consumers cancel unwanted subscriptions, dispute unauthorized charges, and recover refunds. Visit Stopee.com to learn how Stopee can support your case. Whether you need a cancellation template, help documenting your complaint, or guidance on escalating to MDTCCL, Stopee provides real, practical support at every step. Stopee empowers you to take control of your subscriptions and your money.

Cancelling Shippo does not have to be confusing or stressful. By following the steps in this guide and using Stopee as your reference, you can cancel confidently, protect your refund, and move forward with a shipping solution that truly fits your business.