If you discover that the label generated for your order has an incorrect weight, shipping address, or return address, here’s how to update it.
⬆️ Updating the label for a weight increase
If the label weight must increase by up to 32 ounces (2 lbs), you can use our AI chat assistant PangoBot in the Help Center.
Select the chat icon
Click "Update a shipping Label"
Provide the order number in all caps and the new weight in ounces.
The order number can be found in the order details and is a series of six numbers and letters.
For increases over 32 ounces, you’ll need to contact our Support team via the chat icon or email at support@pangobooks.com. Manual review is required.
We’ll issue a new shipping label at no added cost to you or the buyer.
In some cases, for changes under 32oz, our PangoBot may not be able to update your label automatically. When this occurs, a member of our Support team will be able to assist!
✉️ Updating the label for a change in shipping address
As a buyer:
First, message the seller from the order information page that the shipping address is incorrect. Please do so as quickly as possible, so the seller does not ship the order with the label that has been generated with the incorrect address.
Then, please reach out to support via chat or email at support@pangobooks.com. Let us know the order number and the correct shipping address.
As a seller:
If the buyer has communicated with you that the address is incorrect, please ask for the correct address and share that with our team via chat or email at support@pangobooks.com. Let us know the order number and the correct shipping address for an updated label.
✅ Updating for a weight decrease or return address change
If you need the weight lowered or you must update the shipping or return address, you’ll need assistance from our Support team; these changes cannot be processed automatically.
The typical turnaround time is under 24 hours, though it may be longer on weekends.
📍 Where you’ll find the updated label
Once processed, the new label will appear on the Sale Details page for that order in Sold Books.
You’ll also get a link via the chat or email thread you used to request the update.
🏷️ How to avoid needing to make a change to your label
To reduce the chance of a weight mismatch:
If you notice an incorrect weight on a listing, you can change it anytime before it is sold by selecting "Edit" under "Listings" on the account tab.
Use a scale to weigh your item when listing your book and enter a custom weight in ounces.