To all merchants receiving UPS invoices associated with your Shopify stores, please take a look at the following threads regarding fraudulent UPS invoices Shopify merchants have been receiving lately.
Double-check your Shopify order history to verify that the shipments listed in any UPS invoices are legitimate. There appears to be widespread fraud affecting many Shopify merchants.
- https://community.shopify.com/c/payments-shipping-and/really-weird-activity-with-shopify-associated-…
- https://community.shopify.com/c/shopify-discussions/ups-fraudulent-charge-by-shopify/m-p/1932215#M33…
- https://community.shopify.com/c/payments-shipping-and/fraud-through-ups/m-p/1938662#M69418
- https://community.shopify.com/c/payments-shipping-and/i-am-being-billed-by-ups/m-p/1922371
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Thanks for posting this GeorgiaK. We too received fraudulent UPS invoice.
Our situation is unique and seems to point to this being a Shopify and not UPS error.
From the information on the invoice, and the address it was sent to, it also seems that this data breach happened perhaps in 2020 when Shopify had a major data breach, and who ever took the data is now just using it.
Here is our situation:
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The invoice we received was sent to an old warehouse we used a few years ago to fulfill our items. We don’t own the warehouse and we never fulfilled or shipped through Shopify with them. The only entity that had this address on file was Shopify. It was listed under our ‘Locations’ settings a few years ago but was deleted as a Location back in 2021. Our business address on file with Shopify is another address.
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It was addressed to Shopify along with our Shopify website name and not the name we do business under with Shopify.
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We have our own UPS account number and the UPS account on the fraudulent invoice is not ours.
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We did not ship UPS through Shopify during the timeframe (Jan 7th through Feb 7th) that UPS is saying we owe them for.
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The same week, our credit card on file with Shopify was also hacked and it is not on file elsewhere.
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On February 16th 2023, we requested support from Shopify. We never received a response from support and yesterday we received an email saying that support request was closed. We did receive an email titled “Erroneous Charges” from UPS saying we owe nothing and from Shopify saying we owe nothing. However, both of those emails are very suspicious. In the UPS email the logo is not UPS’s logo and the tone of the email seems off. I called UPS and they said they never sent it. We have since received 3 calls from UPS accounts payable saying we owe them $. We spoke with UPS accounts payable 5 days ago to explain the situation and they were going to escalate it. We have not heard back from them.
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We since have issued two more Shopify support requests and are waiting for them to respond.
Very unhappy with Shopify’s response times and how something this major is not addressed more quickly. We plan on contacting our Attorney General’s office on the matter as companies as big as Shopify need to provide immediate support (and a phone number) in cases of credit card and UPS breaches.
We will keep you posted.
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Hi @wellnessliving , I’m sorry you are going through this. This sounds stressful and frustrating. I can’t believe you have the added chaos of your credit card being hacked. I hope Shopify support gets back to you ASAP.
Apparently when we Shopify merchants sign up for a Shopify account, Shopify creates a UPS account for each merchant on our behalf. We do not have access to this UPS account - Shopify manages it for us. My understanding is that UPS accidentally charged these merchant accounts instead of Shopify’s master account for a bunch of shipments.
Out of curiosity, did you get this email from Shopify?
Hello Georgia
We’ve been notified by UPS that you may have received a UPS invoice for shipping labels that you did not purchase. Do not pay these invoices.
You should never receive paper invoices for UPS shipments sent through your Shopify-provided UPS account. We have received confirmation from UPS that this issue has been addressed and they will ensure it does not reoccur in the future.
Moving forward, if you receive any additional UPS invoices, please continue to contact us.
If you have already paid the invoice, UPS will contact you to confirm your preferred payment method so that you can be reimbursed.
We appreciate the trust you put in Shopify to power your business. Should you have any further questions or require any assistance, we are here to help. Please reply directly to this email or reach out to our 24/7 support team should you have any questions regarding this issue.
Shopify Support
Thanks GeorgiaK,
Yes that is the email I received from Shopify right after I reported the incident for the 1st time to support. Shopify did not even acknowledge my support request at all just sent me that email which I am not sure if it is even valid. And since then UPS accounts payable have been calling saying I owe the money.
I’ve since submitted 2 more support requests and I did hear back that they were escalating it to the Shipping team and the shipping team informed me they are working on it with UPS. The issue for me is I had no UPS shipments at all for the time period in question so someone is creating UPS shipments in Shopify owners names. Also, in my case it was not even my right business name or address that the invoices were sent to.
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Just wanted to add. Thanks so much for posting this on the community help site. It really was a big help!!!
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The slow turnaround is hard. It was the same for me, though Shopify did acknowledge my support request right away. As they did with you, they “escalated to the Shipping team”, but did not confirm that UPS had dropped the charges or even let me know that this was a known problem. They sounded in our chat like this case of the UPS invoices was the first they had heard of. I didn’t hear from the shipping team until a full 7 days later, and that might have been even slower if I hadn’t continued to get in touch with Shopify support.
Meanwhile, UPS invoices continued to arrive with new charges and an 8% penalty rate for late payments. I called UPS in the meantime, and UPS representatives insisted that these charges were coming from Shopify, not from UPS. They also told me that they had never heard of Shopify merchants being send unusual invoices.
It was really stressful and time consuming, and was compounded by the inability to access the UPS account Shopify had created for my shop. Only Shopify has access to that account.