Requiring delivery duty paid shipping - Canada Post has cut us off?

Shopify Discussion
1

Hi there, we have a new but solid business selling very high-end scissors, shipping from Canada. About 20% of our customers are in the USA, so several hundred orders since May. Today, without warning, we are no longer able to print shipping labels for US orders (we are using Canada Post exclusively via Shopify). On the mobile app, we’re getting a notification that we need to purchase a 3rd party DDP or “delivered duty paid” label (we do not collect duties or taxes on shipments to the USA - it’s COD, and the responsibility of the receiver) and on desktop the “buy shipping label” button is greyed out. I spent an hour on the phone today with Shopify Support (we are on the Advanced Plan, so paying bug bucks every month!!) and the only thing they could do was open an “escalated” support ticket and promise they would get back to us. Is anyone else having this issue? Support told us that we’d been sent an email notifying us of some broader changes to how duties were required to be collected, but I have combed through every email from Shopify in the last month and there is absolutely nothing. Apparently at least one other merchant also had a similar issue. We can shift to UPS, but from a process perspective it will really mess us up (and Canada Post rates are cheaper!)

Are we the only ones? Please don’t tell me I need to deal with Canada Post - this is my nightmare.

2

Soooo… for anyone having the same issues, here was what we learned: there was some form of update on the Shopify backend that caused the initial problem (we never charged duties and taxes for US orders at checkout, but somehow in Markets>United States>Manage>Collect Duties and Import Taxes this checkbox was selected). No matter how many times I unselected it, it kept reverting to “Collect Duties and Taxes” for existing US orders. The workaround (which we figured out ourselves - I have shared this with Shopify Support) was to REFUND existing US orders and have them placed again. Then the proper settings were applied. Luckily for us, we had fulfilled real orders through another method and were working with a test order. Stay safe out there!