Hi everyone!
We have been using shopify shipping the past few years with no problems. We ship pretty often with UPS. Usually if any UPS parcel gets lost or anything like that, we call UPS and they open a trace and usually the parcel is found. We manage all that directly with UPS on the phone. However, since the start of COVID (or sometime in the last few months and it’s unrelated?) this has changed. Calling UPS directly isn’t possible, they no longer offer any phone support and you are redirected to their useless website help bots. Somehow I finally found a contact form and was able to reach them via email. I explained to them that I need to open a trace on a package, and instead of opening the trace, they redirect me to this page :
[https://www.ups.com/us/en/help-center/claims-support.page#10](http://UPS Claim link)
In vain I have made an account, but since Shopify shipping uses Shopify’s UPS account, when I try to enter the tracking number to open a trace, I get this message from UPS:
Cannot submit claim.
Package is not eligible for claim submission. Please contact the shipper for further assistance. [UPS:E022]
UPS Tracking Number
1Z58VF514239310485
If you have any questions or concerns, please call UPS Customer Service at 1-800-PICK UPS.
So I have no idea what I’m supposed to do. The problem seems to be that I don’t have Shopify’s UPS account number, and I know I would never get it, so is using Shopify shipping just completely worthless right now if UPS won’t even help me trace a package? Shopify also refuses to help via chat, they say it’s a UPS problem. I tried to look through the forums but couldn’t find anything - is anyone else experience this? It’s a completely infuriating situation with no solution!
I also want to add, this message from UPS shows up regardless if I’m just trying to locate a missing parcel in transit that never even went “out for delivery” or anything that was mis-delivered.