Shopify Shipping offers "CORREOS Punto de Retiro" at checkout but cannot sell the label for it (Spain) — three support escalations, still unresolved

Payments + Shipping & Fulfilment
1

I use the shipping rates Shopify itself provides for Spain: SEUR, CORREOS and CORREOS Punto de Retiro. I did not configure pickup points manually and I use no third-party carrier app — enabling Shopify’s own Correos rates activates them automatically at checkout.

When a customer selects the pickup-point option (shipping line “Recogida en Oficina de Correos”), the label cannot be purchased through Shopify Shipping. The purchase fails and the only way to fulfil the order is to buy the label manually on the Correos website and add the tracking number by hand.

This has happened on every single order using that shipping method, without exception, across the last several weeks. All domestic, ES to ES. I am not quoting an error message because it has not been consistent — it changes between attempts, which suggests this is not one specific validation rule failing.

I have contacted Shopify Support three times about this. The case has been escalated through three levels. Each time I am told it will be resolved. It has not been resolved, and no timeline has ever been given.

What it costs:

  • Correos label through Shopify Shipping: 2.90 EUR
  • Same label bought on the Correos website: 5.80 EUR

The label costs exactly twice as much, purely because Shopify cannot sell it. I charge the customer the same either way, so every pickup-point order is a guaranteed loss. It also breaks tracking, the automatic shipping confirmation email, and my shipping cost reporting.

Already ruled out: weight, dimensions and address validation (identical parcels ship fine as standard home delivery with the same carrier), intermittency, browser or session issues, and third-party apps.

So: Shopify sells my customers a delivery option that Shopify Shipping itself cannot fulfil, I pay double for every one of them, and after three escalations nobody has fixed it or told me when it will be fixed.

I am asking for two things. First, whether this is a known limitation or a bug, and if it is a limitation, why the option is still shown at checkout. Second, financial compensation for the difference I have been forced to absorb on every affected order.

2

Two things you can do today while the escalation sits, and neither of them depends on Shopify fixing anything.

The 2.90 vs 5.80 gap is not a bug tax, it is retail vs contract. 5.80 is the public counter price. If you open a Correos Empresas contract and buy the pickup labels yourself from Mi Oficina, you land a lot closer to the 2.90 you get through Shopify Shipping, and you keep the pickup option live instead of killing it. A guaranteed loss on every order becomes roughly break even, which is a much better place to sit while you wait.

The confirmation email and tracking part is probably fixable on your side regardless of the label bug. If you fulfil the order first and add the tracking number afterwards, the shipping confirmation has already gone out without it. Buy the Correos label first, then fulfil with the tracking number entered in that same step and notify customer left ticked. The email goes out with the link and your reporting picks the number up.

One more thing before you escalate a fourth time. Export your orders for the last 90 days, the CSV has a Shipping Method column, count the rows with Recogida en Oficina de Correos and multiply by 2.90. A case that opens with 47 orders and 136 euros of pure loss gets handled differently to one that says this keeps happening. Same facts, different queue.

Are the Correos services individually selectable in your shipping rate settings, or does Shopify hand you the whole Correos set as one block? That decides whether hiding the pickup option is even an available move for you.

3

Hey @LuisGa, shipping to pickup points gets switched on per location under Settings > Shipping and delivery > Additional delivery methods > Pickup points, and it carries its own rate on that same screen, which is why the option appeared at checkout without you touching your Correos rates. Open it, pick the location, and turn off “Ship to pickup points from this location” - the Recogida en Oficina line drops out of checkout immediately, so you stop selling something you can’t buy a label for while the case sits with support. Also check which location those orders route from before you turn it back on: Correos labels need a fulfilment location on the mainland and an email address on the order, and the Canaries and Melilla aren’t covered. Run a test checkout after to confirm the option is gone.