Unable to Purchase Shipping Labels: 10/23/2023

[thecollins6]

Good Morning.  I am unable to purchase shipping labels.  When I choose  "Buy Shipping Label" button, the "buying shipping label" pop-up comes up for a few seconds, then it gives me the error "There was a problem buying shipping labels" ... as well as "Something went wrong, please try again."

[Holly · Accepted solution]

Thanks for the context @thecollins6. I've reached out to our internal team about this and there is a known issue at the moment. It is only affecting a small amount of merchants so there is no update to follow on the status page right now. However, please know that our developers are looking into it and hope to get this resolved as soon as possible. Please try again later today and let me know if the issue persists for you. 

[James_Esch]

I can't either print shipping labels, no idea what's wrong. It says "orders didn’t get labels purchased due to technical reasons. Retry purchasing these labels."

[lunchboxrecords]

I am having the same issue despite this being marked as "solved"

[thesilverspider]

Same issue 

[Bennster]

Same issue and this is NOT SOLVED!

[Micky7]

I'm having the same issue.  Very frustrating!  

[Aegeus]

We have been waiting hours for this be fixed.

[PattyDB]

Has anyone figured out how to reach Shopify support via telephone?  I am honestly at the point of looking for another selling platform.  I have used Shopify since 2019, and this is absurd that one cannot talk to a live human on the telephone when there is a critical issue with one's shop.  Trying to resolve an issue via chat is ridiculous.  I feel the chat representative is most likely chatting with 50 other business owners at once.  I sit and stare at my screen for 10 minutes waiting on one vague response while the rep is checking on things.  I feel certain I am not the only one experiencing this frustration.  Does anybody have any suggestions where to move on to?

[Holly]

Hi, @PattyDB 

I'm sorry to hear that you're experiencing such issues in getting a resolution through our chat support. I completely understand where you're coming from regarding our lack of phone support. We have expanded our social outreach to help when we can.

While I cannot look at account details here, I'd be happy to see how I can help. If you'd like, you can outline the issue as well as where you left off with out chat support and I can see how I may advise further.

Cheers!

[PattyDB]

Hi Holly,

I have not been able to purchase shipping labels all morning long.  I have made numerous attempts for the past 6 hours.  As I explained to the chat rep, different browsers have been tried, different computers have been tried, cache has been cleared on all browsers numerous times.  Nothing has worked.  The screen lags for several seconds after an attempt to purchase a label is made.  The screen reverts back to the same screen and the purchase does not go through.  There is an red message at the top of the screen stating there is an issue with USPS.  I have checked all of my shipping settings, which have not been altered in years, and the settings are perfectly fine.  Therefore, I have paid employees for 6 hours today and cannot fulfill our orders.  I was told by the chat rep that I would receive an email.  This does me no good at all.  I need to speak to a human being on the telephone, period.  There is a different issue earlier this morning where a shipping label was printed.  There is no record of this shipping on the order's timeline.  There is no option to void a label.  It's as if the label was never purchased.  However, we have the label in our hands with a valid tracking number which I have checked on the USPS website.  No clue what is going on.  I specifically shared these details with the rep via chat and he did not address this specific issue whatsoever.  Chat does not resolve any issues.  My store name is Del Bello's Designs.  I am sure someone can look up my information on your end and locate my cell phone number.  I need a phone call asap.

Thank you,

Patty

[MimsUkes]

I am having a similar issue and I have packages that need to go out today. I have tried other browsers and incognito mode and I am getting the same message.  I am using a PC and trying to purchase UPS labels!

[scottf]

same here...since SATURDAY!  we had to send home whse and they are dead in the water again today!

[ezenzia]

the problem continues

[cleatusfarms]

I can only smoke so many cigarettes gets some coder s to fix the issue

[cleatusfarms]

Its work just got labels

[TonyZink]

Same issue here. Cannot purchase UPS or USPS shipping labels. No bueno.

[TECaccessories]

I'll add to the list, same problem here. Sucks that this happened on a Monday, lots of orders to fulfill...

[Aegeus]

Why is this marked SOLVED when it is not?

So annoying.

[gidyep]

All morning I cannot purchase a shipping label. All I get is an error message. Please fix it!

[WesternBirch]

Same!

[Bennster]

QUICK SOLVE: Perhaps a solution is to use external USPS / UPS site to buy labels and then fulfill shopify orders and update the tracking

[jackpucks]

Same problem here.  Started intermittenty for us on Saturday and we are 100% down on purchasing labels now.  Shopify has a current market cap of $66.5B and they can only offer suppo via a discussion board? Ridiculous.   Of course we can fulfill orders outside of Shopify via USPS or other, but that is far more costly and inconvenient. We pay Shopify to handle these details and this dragging on for hours is beyond ridiculous. 

[scottf]

agreed - we are shopify PLUS which is supposed to be great support - the chat function is bad so i called....same thing; told me it was my problem.  that was Saturday!  and now at 9:00am they say problem found working on solution

[cartridgeworldc]

Bingo.  So if we all have to use alternate shipping methods today we should at the very least get a few days of credit for premium memberships since we will be paying astronomical shipping not to mention the time it will take to transfer the date to another program for each order which will take us a hot minute with 40 orders this morning and growing.  This worries me more for future issues than anything else, I can work around this today, what is going to be the response if something else major goes down... "sorry you just cant do business today, this week, this month"???   This is not good!

[jackpucks]

Mine was fully resolved Monday 10/23 at 930AM PST. 

[EdOMalley]

Would cost me 4x a shopify label.

[BenZiiROBOT]

I will add to the list. Same problem here.

[James22222]

Same issue here. Thanks shopify

[Aegeus]

It is working now.

[mamajava]

Same exact issue! Please get this solved!

[Shopify · Accepted solution]

This issue impacting purchasing Shopping Labels with insurance has now been resolved. If you continue to experience any issues, please try clearing your cache before logging in, or let us know by posting a new topic with as much detail as possible!

Thank you for your patience.