Certain FedEx rates missing after BYOA reconnection

Payments + Shipping & Fulfilment
, ,

Topic summary

FICP (FedEx International Connect Plus) disappeared from Shopify shipping zones after reconnecting a FedEx BYOA (Bring Your Own Account) integration prompted by Shopify.

Context:

  • FICP had worked for years prior to reconnection.
  • It still appears in Shopify’s “Test FedEx rates” and labels can be generated via FedEx.com and ShipStation/other APIs.
  • It no longer shows in the shipping zone service dropdown, preventing offering it at checkout.

Support updates:

  • Initially labeled a UI/sync error; a manual re-sync was attempted but failed.
  • Merchant was later told this may be part of a broader BYOA integration issue affecting multiple merchants.

Impact:

  • Over a week without FICP; it was the primary international service.
  • International conversion rate has dropped to zero.

Open questions/requests:

  • Are other merchants seeing FICP missing post-reconnection?
  • Does it show in rate testing but not in shipping zones for others?
  • Is there an official incident or ETA, and any workflow to restore rates?

Status: Unresolved; no confirmed incident report or timeline provided.

Summarized with AI on February 24. AI used: gpt-5.
1

I’m trying to confirm whether other merchants are experiencing this.

After being prompted by Shopify to reconnect my FedEx BYOA account, FedEx International Connect Plus (FICP) disappeared from my available services in shipping zones.

Key details:

  • FICP worked for years prior to reconnection.

  • It still appears when I “Test FedEx rates” in Shopify.

  • I can generate FICP labels on FedEx.com and in ShipStation/other APIs.

  • It does NOT appear in the shipping zone service dropdown, so I can’t offer it at checkout.

Support initially said this was a UI/sync error triggered by reconnection and attempted a manual re-sync. That failed. I’ve since been told this may be part of a broader BYOA integration issue affecting multiple merchants.

It has now been over a week, and this was my primary international service. My international conversion rate has effectively dropped to zero without it.

Questions:

  • Has anyone else lost FICP after reconnecting FedEx?

  • Does it show in rate testing but not in shipping zones for you?

  • Is there an official incident or ETA for resolution?

This does not appear to be a FedEx account issue, as the service works everywhere outside of Shopify.

If you’re affected, please comment - and if you’ve been able to push through and get your rates to populate again please share the workflow!

2

Yes, I am experiencing exactly the same issue.

After being forced to reconnect my FedEx BYOA account due to the SOAP → REST migration, International Connect Plus disappeared from the selectable services inside Shopify shipping zones.

Important points from my side:

• International Connect Plus worked perfectly for years prior to reconnection.
• It still appears at checkout if I enable automatic service display.
• It is returned correctly by the Rate API.
• I can generate labels via FedEx directly without any issue.
• It simply no longer appears as a selectable service in the shipping zone configuration panel.

Shopify support has now confirmed to me that this is a known limitation of the new FedEx REST integration and how services are mapped internally.

So this does not appear to be a FedEx account issue. It appears to be a service mapping regression introduced by the REST migration.

In my case, this also affects FedEx Priority domestically.

This is a serious issue because it prevents us from restricting checkout to our intended contracted services and directly impacts international conversions.

If anyone has received a workaround or backend override from Shopify, please share. Otherwise, this seems to be a broader REST mapping limitation that needs escalation.