Why can't I create a UPS return label on my online store?

cherylfoh
Explorer
73 5 40

I am able to purchase a UPS shipping label through Shopify discounted rates, but when I go to create a return label for that same shipment, I only have USPS choices available which are much more expensive.

Why is UPS not an option for me when printing a return label?

Replies 15 (15)

Kimi
Shopify Staff
1511 169 261

Hi, @cherylfoh.

At this stage the only shipping carrier that Shopify Shipping offers for return labels is USPS. If you'd like to purchase a return label for UPS, this will instead need to be done directly from UPS themselves.

I can completely understand how being able to purchase a UPS return label natively on Shopify Shipping would be beneficial for your business. I've submitted this feedback along to our developers, so that we can look at further ways of improving our platform for you and all of our merchants. Any updates to our platform will be listed on our changelog here.

Kimi | Social Care @ Shopify 
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AAAAAutomotive
Tourist
9 0 3

Hi Kimi, I have the exact same issue.  Shipped with UPS, return doesn't offer anything but USPS.  When is this going to be fixed?  USPS shipping is over $50; UPS shipped it for $14....

Kimi
Shopify Staff
1511 169 261

Hi, @AAAAAutomotive.

 

There are currently some limitations with Shopify Shipping's return label feature, one of them being that return labels can only be generated using USPS, as mentioned here on our help guide. If you'd like to generate return labels using UPS, you'll need to do this either directly via UPS, or by adding your own UPS account to the Shopify shipping settings.

 

Do you already have your own UPS account connected on your shipping settings?

 

If so, you can head over to Settings > Shipping > Carrier accounts > Manage carriers > Click edit next to UPS. From there, under the heading Account to buy labels, you'll want to check if Your UPS account is selected, as this option is the one that will enable you to purchase a return UPS label.

 

As mentioned in my earlier reply however, I've submitted this limitation as feedback to our developers. Any feedback we share with our internal team is prioritised based on the needs of our merchants, and so because of this we can't guarantee when and if changes will be made, or provide a timeline for updates on this request. I can assure you however, that we hear your concerns and we greatly appreciate any feedback we receive from merchants like yourself, as it helps us improve our platform. If you haven't already, you can bookmark our changelog here to keep an eye out for any future updates.

Kimi | Social Care @ Shopify 
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JDGray
Tourist
6 0 4

This is really a major flaw in Shopify Shipping and needs to be correct ASAP. 

In the past 24 hours we had a number or orders get messed up and USPS is not good at shipping larger packages in our area (50% are lost or damaged.) 

When services like ShipStation allow us to print return labels off of any carrier using our shipping discounts this is just one more pain in the side for us who are trying to use Shopify shipping. 

We have been trying to eliminate our Shipstation subscription but this issue along is going to require us to maintain it just for returns. Big bummer. 

Kimi
Shopify Staff
1511 169 261

Thanks for sharing your thoughts here with us, @JDGray.

 

I completely understand your perspective and frustration here. I can also see how much value this functionality would add to our Shopify Shipping feature, so I'll continue to flag this with our developers so that they're aware of the concerns you and all our other merchants have shared here with us via the Community Forums.

 

We definitely hear your concerns and really appreciate that you've shared a specific use case for this request too, as this will help our developers get a better sense of your business needs. We can only improve our platform with feedback like these, so it's greatly appreciated. 

Kimi | Social Care @ Shopify 
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JDGray
Tourist
6 0 4

Any update to this? 

timeskercycles
Visitor
2 0 2

It would also be good if Shopify cannot fix this issue, to at least be transparent about it.  I just spent an hour troubleshooting an error message on creating a return label, only to find out this was the simple reason why.  Would have been really nice for it to say "Shopify cannot create return labels via UPS" rather than me chasing down the unknown warning.  "To get shipping rates, you need to fix the errors." 

SEANHAWG
Shopify Partner
3 0 8

Why is it that when multiple people complain about a basic feature set that is lacking, you guys simply dont do anything about it and you just say "i completely understand how frustrating this is". for a company such as yours, it should as easy as pie to add this feature, yet after many years of people complaining you still haven't. What is the real reason you are not adding this basic feature? 

The same goes for adding multiple packages to one order. Its a no brainer for ecommerce. What is going on?

deps143
Tourist
10 0 2

I have my own UPS account connected to my Shopify account, and I still don't see UPS as an option in the returns menu. Any idea how to fix this?

JDGray
Tourist
6 0 4

Once again. Needing to create a return label for UPS. 

Over 3 years from the original post and Shopify has not done anything. 
Shopify, this is a common sense need! This should never had needed to be requested in the first place! 

TysonF7
Visitor
1 0 1

Three years latter, this is not added... WHY

SingleLength
Excursionist
13 0 19

I find it absolutely ridiculous that you can only do a return via USPS. I ship mostly large packages (golf clubs), and return shipping via USPS is outrageous compared to UPS! The tracking also isn't as reliable, and I've experienced more lost or damaged packages with USPS than any other carrier. The only reason I can imagine why they don't let you use UPS, is that they have some sort of exclusive partnership deal with USPS where they get a percentage kicked back to them from all returns created in their system. So they are doing what's best for their business, rather than what is best for their customers. 

KGOJENNY
Visitor
1 0 0

PLEASE GIVE ME A DATE ON WHEN THIS WILL BE RESOLVED. 

Imogen
Shopify Staff
1701 197 294

Hi there, @KGOJENNY. Thank you for taking the time to follow up on this thread regarding UPS return labels!

 

At this time, we have no news to share regarding when the ability to purchase UPS return labels via Shopify Shipping will become available. We do know that this has been a very popular feature request for quite some time, so I'm happy to bring your comment here, along with this entire thread, to our Shipping Team so they can see the value that such functionality will bring to our platform. Though I can't promise what the outcome of sharing this thread and feedback will be, I can assure you that it will get seen by the appropriate folks here at Shopify.

Imogen | Social Care @ Shopify 
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JDGray
Tourist
6 0 4

Imogen, 

With all due respect, this is not something that should even be a question on weather or not it is added. The lack of this feature alone requires that I keep a 3rd party shipping subscription JUST to handle UPS returns for our customers. We specifically updated our stores plan for better shipping with the hope of eliminating the 3rd party shipping subscription and now are stuck with not being able to do BASIC returns VIA UPS on packages that USPS will not handle.

Sincerely, one extremely disappointed long time customer who is looking for another website provider.