Updates!
2/10/2023
Me to Shopify Support:
Hi Heidi,
Thanks for your message. I have both questions and concerns.
“often, we find these invoices are billed in error to your account” - indeed, this does seem to be happening frequently, as evidenced by the multiple Shopify merchants this is happening to, which makes me think it is fraud or a systemic failure of Shopify’s and/or UPS’s invoicing system. If this problem happens “often”, why would you not alert Shopify merchants about the problem to prevent them from paying invoices for shipments that are not theirs?
“we find these invoices are billed in error” - please provide details on how this happened and how your team plans to fix the problem.
This issue has been experienced by at least 9 other Shopify merchants in the past month:
[I listed all the Shopify Community URLs for posts about strange UPS charges I have found]
“UPS has confirmed this invoice has been cleared. You may disregard this bill” - correct. As I mentioned yesterday, I called UPS on February 3rd and convinced them to cancel this and all other invoices associated with my Shopify account.Thanks,
Georgia
Also 2/10/2023, I received a new UPS invoice for a late charge for the illegitimate shipments charged to my Shopify-associated UPS account. I snapped photos and sent them to Shopify Support as well. “Here’s a new invoice from UPS.”
2/13/2023
Shopify Support to me:
Hi Georgia,
Heidi here from the Shipping Support team at Shopify. I hope you had a great weekend.
I’m sorry to hear you’ve received another invoice here, it’s totally not ideal.
I can confirm these charges are being added to your account on UPS’ side, which we reached out to UPS to confirm the invoice was cleared for your peace of mind.
We are currently working with our UPS Business Partner to ensure these invoices don’t occur further. As of now, I have reported your account to have been receiving unknown invoices, and you should stop receiving them after this latest one has been cleared (February 4th).
You may receive an additional invoice within the next week, as it’s possible a new invoice has been generated before the charges were cleared from this invoice. If you happen to receive an additional invoice, please share it here.
We will let you know once the charges have been cleared from the February 4th invoice. If you have any questions or concerns feel free to let me know and I’ll be happy to assist further.
All the best,
Heidi
Support Specialist | Shipping
Also 2/13/2023
Me to Shopify Support:
Thanks for checking on this.
I would also appreciate a response to the earlier message I sent, copied below.
[I copied my 2/10/2023 message]
Today, 2/14/2023
Shopify Support to me:
Heidi S
9:48 am
Hi Georgia,
Heidi here from the Shipping Support team at Shopify. Thank you for following up!
Regarding this issue happening with merchant UPS invoices, it is situational - Sometimes invoices are generated by UPS directly to merchants that are valid, and some are billed by error on UPS’ side. I can confirm that each invoice needs to be reviewed, and if not recognized on your account, it can be cleared by UPS if brought to our team. Sometimes these types of invoices are the result of a billing error where your store’s UPS account was billed instead of Shopify’s master UPS account.
I understand you are looking for details on how this happened, although I am only able to confirm that this is an issue on UPS’ side, and we are working diligently with our UPS business partner to ensure that it is resolved.
Although we don’t have any more information at the moment, I would be happy to share any updates if received.
All the best,
Heidi
Support Specialist | Shipping