Why can't I purchase a shipping label on my online platform?

AriP1
Visitor
3 0 0

I work for a company that uses Shopify for its online orders. While completing some orders, I tried buying a shipping label but noticed it was faded. Normally that's because the weight is set to 0.0kg for the item, and to fix that I just add the weight to the total weight. This time however, it did not change anything. I have tried editing the item listing itself to include a weight, as well as logging out and back in again, with no success. Help please!

Replies 6 (6)

Nick_Marketing
Shopify Partner
1487 336 465

Possibly it is account-specific issue, considering sending an inquiry directly to the support team.
Contact page link: https://help.shopify.com/en/questions#/contact/

Nick | Ecommerce & Marketing Technology Consultant | Toronto, CANADA
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Emily
Shopify Staff
1344 102 193

Hi, @AriP1.

 

Thank you for reaching out. I'm sorry to hear you are having trouble buying a shipping label. 

 

Can you share a screenshot of what you mean by faded? Once I better understand the exact issue, I will be happy to dive in and figure out what the issue is. Thank you for sharing the troubleshooting you did as well!

 

I would love to learn more about your business. What types of products do you sell?

 

Talk soon,

Emily | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

AriP1
Visitor
3 0 0

Hi! This forum won't let me share a photo I took of my screen because it is a jpeg, but essentially, I click on an unfulfilled order, go to buy a label, notice the button is grey, when it is usually green, so I check the weight (as that is usually the problem) but even when I specify the weight, the button to buy a label stays grey.

Thanks!

(The company I work for sells clothes, essentially)

Emily
Shopify Staff
1344 102 193

Hi, @AriP1.

 

Thank you for trying and providing more context! 

 

I just tried purchasing a shipping label on my store, and everything worked as it should, meaning this is an account-specific issue. Due to our inability to authenticate your account through our public forum, the best thing for you to do would be to contact our Support Team. They can access your account and figure out what the issue may be or reach out to our shipping team for further investigating. 

 

I appreciate your patience with this. Please let me know if you have any further questions! 

 

Emily | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

vipluxurybrands
Visitor
2 0 0

Having the same issue with an international order. Chat support was no help. I'll try again in the morning.

Emily
Shopify Staff
1344 102 193

Hi, @vipluxurybrands.

 

Thank you for reaching out. I'm sorry you didn't find our chat support helpful. 

 

Are you receiving an error when trying to purchase your label? If you could share a screenshot, that would be very helpful!

 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

Emily | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog