Accepting credit cards, warehouses, and shipping and fulfilling orders
Greetings, my name is Jack, and I am the proprietor of a small Shopify store named "lithium-prius"
I am reaching out to this community in hopes of finding a solution to a rather unpleasant encounter we recently had with Shopify's shipping services.
Our predicament commenced on October 10, 2023, when we endeavored to ship a total of 13 packages to Hawaii. We delivered all 13 packages to USPS, but shortly thereafter, we received a call back due to hazmat labeling discrepancies on the boxes that required rectification. Not to worry, we promptly returned, rectified the issue, and re-shipped the packages using fresh shipping labels with the correct hazmat warnings.
However, within hours, we managed to void the labels and secure a refund for only 3 out of the 13 packages. The remaining 10 packages were not as fortunate. The Shopify website displayed a troubling "System error" message before all 10 void buttons became unresponsive. Consequently, a total of $1300 in shipping fees vanished into the abyss of Shopify's shipping system. We've spent the past two weeks engaging in discussions with both Shopify and USPS, resulting in the following conclusions:
Shopify places the blame on USPS, claiming that USPS had already scanned the labels, making it impossible for Shopify to void them.
USPS, on the other hand, points fingers at Shopify's shipping system, insisting that the 3 labels with identical status should not have been voided if there weren't issues with Shopify's system.
Shopify alleges that USPS facility personnel lack competence and understanding, suggesting that we seek assistance from USPS technical support 1 (800) 344-7779.
USPS technical support, in turn, blames Shopify for persisting issues and advises reaching out to Shopify's IT department in the shipping division for resolution.
Now, we find ourselves in a challenging situation. Shopify no longer provides phone numbers or direct email contacts for any of its departments. The sole avenue for seeking help is through the support advisor. As you may be aware, the response from Shopify's support advisors typically boils down to, "We empathize with your frustration, but regrettably, there is nothing else we can do, we will however share your feedback".
I am reaching out to this community to ask for your shared experiences and guidance. How can we attain justice and reclaim the $1300 in shipping fees? For a small business like ours, this sum is tantamount to depriving our hardworking employees of their deserved salaries.
Sincerely,
Jack C.
Shopify store name: lithium-prius
Order number: #2986
Here are the 10 packages for which we were unable to obtain refunds:
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