Shipping Error

Shopify Discussion
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Topic summary

A merchant is experiencing recurring shipping label errors exclusively with UPS through Shopify, while FedEx and USPS work without issues. The problem has persisted for six months despite following Shopify’s troubleshooting documentation.

Error Details:

  • Two specific errors appear when attempting to purchase UPS labels (shown in attached screenshot)
  • Errors are carrier-specific and reproducible
  • Issue occurs intermittently—sometimes resolving temporarily before returning

Troubleshooting Attempted:

  • Verified all order information (phone numbers, addresses, package dimensions)
  • Followed official Shopify troubleshooting guide
  • Shopify Support has been unhelpful to date

Suggested Solutions:

  • Create a test order with controlled variables to provide Shopify Support with reproducible case
  • Verify UPS account credentials if using own carrier account (address mismatches can cause errors)
  • Consider third-party shipping apps like ShipStation as temporary workaround
  • Escalate with Shopify Support for API-level investigation

Current Status:
The merchant plans to contact Shopify Support again, suspecting a platform-level integration issue. They’re temporarily processing affected orders through USPS while seeking resolution.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

Only when shipping UPS am I receiving the attached two errors:

Screenshot 2025-04-17 161246.png
Screenshot 2025-04-17 161246.png973×274 16.5 KB

This has been happening for the past six months only when using USPS, with Shopify Support being of no help. Usually, we’ve been using USPS but have been having delivery timing issues and are trying to transition to UPS.

The error does NOT happen when using FedEx or USPS, and ONLY UPS.

I’ve addressed all the concerns from the below link, still unsuccessfully resolving the issue:

https://help.shopify.com/en/manual/fulfillment/shopify-shipping/shipping-labels/troubleshooting-labels?utm_source=sidekick

Thanks in advance.

2

Hello @bmjones1116 ,

Since the issue is only happening with UPS and not FedEx or USPS, it’s likely a problem with how UPS is integrated into your setup. If you’re using Shopify’s default UPS rates (not your own carrier account), then it’s something only Shopify can fix unfortunately.

That said, here are a few things I’d try just to narrow it down further: manually create a draft order, use your own address as the shipping destination, and attempt to buy a UPS label with default packaging settings. If that fails, you’ve got a clean test case that support can’t brush off; make sure to provide them with the order number and ask for a proper escalation with API logs.

If you are using your own UPS account, double-check the credentials and registered address even a small mismatch can cause label errors. Some merchants have also had success temporarily switching to a third-party shipping app like ShipStation just to bridge the gap while Shopify support gets their act together.

But ultimately, this sounds like something that’s going to require a push from Shopify internally — especially if it’s reproducible and UPS is the only one throwing errors.

1 Like
3

Hi,

Hope this will help

-Add phone number to orders
-Verify shipping addresses
-Define package dimensions

  • Use Shopify UPS
  • Test product from your side
4

Hi @Small_Task_Help ,

Thanks for the suggestions. Unfortunately, that didn’t work as all the information is filled and correct. Interesting enough, it started working again with that order, however, today when we went to process orders via UPS - we’re getting the same error.

I am going to engage Shopify Support and see if its something on their end. As one of the orders we ultimately processed via USPS. Though it is the weekend and if I can get it resolved then reprocess the shipping since it is the weekend.

Thanks everyone, will update.