I am having the exact same issue, and my screen looks the same as running_deyo's. When I create a label and go to print it, I never get the "blue change format option" next to "8.5 x 11 inch paper."
There is also no way to select thermal labels as the default in the Settings page.
Hopefully someone has a solution, because this is extremely frustrating!
FYI, after my post I went through a chat session through the Shopify Support center. Apparently the blue "change format" link ONLY shows up during the initial "purchase flow" for the label. Once you have purchased it, if you go back later to try and print the label, the "change format" link disappears.
I went back, voided the label I needed, and repurchased it. As soon as the label was purchased, the "change format" link was there and I could select thermal printing!!
Hopefully this helps out!!
The screenshot I shared is from immediately after purchasing the labels and I still don't have the "change format" link. I've tried to void labels and repurchase and still don't see this option. Can anyone from Shopify (@Tira) help me solve this?
I did some digging into this for you and if the solutions from @PPECoverall and @Need_Help aren't working for you, then it may have to do with the permissions you have on the store. Are you the account owner, or do you have a staff account?
The reason I ask, is because staff accounts will not see this link, only account owners can. Staff accounts have limited permissions. Check out our help doc to learn more about staff accounts here: Staff permissions.
Could you please reply and let me know if this helps? Do you have a screenshot of what it looks like in your Shopify admin when you try to change the format?
Tira here, from Shopify.
I see earlier in the thread you asked for assistance with this.
I am having this exact issue, PLEASE HELP!
Some solutions have been posted by other users and by myself. Could you please give these a try and let me know if they work to resolve what you're experiencing?
I look forward to hearing from you.
I missed the screenshot, @running_deyo. I see it now. Thank you for letting me know this and that you're using a staff account.
Thank you @Need_Help for providing your feedback on what you experienced. That's correct, once the account owner changes the label format, it will override the format for everyone who has an account for that particular store.
I did some further digging into this for you, @running_deyo and for the community. Staff are able to change the shipping label format, if they have the "Settings" permissions enabled. I recommend passing along this help doc: Choosing staff permissions for different staff members, to the account owner of the store so that they can give you permission to edit the label format. This permission is ideal for any staff members who need to update the online store.
You can also find a description of what each permission on a store includes in our help doc, here: Description of staff member permissions.
Let me know if that helps!