UPS Not Delivering to Addresses

Shopify Discussion
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Our store uses Shopify Shipping for all domestic shipping (using Shopify’s UPS and USPS accounts). Over the past several months, we’ve received a large increase in customer inquiries regarding the status of their order. They continually claim that they received a “package delivered” notification, but the package isn’t delivered to their address. Instead, it is delivered to a local UPS access point.

Most of our customers never receive an InfoNotice (door tag left by the delivery driver) from UPS stating that the package was not delivered to them. This means that the driver didn’t actually attempt a delivery. Instead, the driver is just dumping the package to an access point.

Not only is this terrible customer service from UPS, but this is a big inconvenience for our customer and a waste of time for me as a business owner. I can’t afford to track down customer’s orders for them because UPS is failing to deliver packages.

We pay for shipping and delivery to the customer’s address, not to a nearby location.

Is anyone else experiencing this?

@Shopify_77 Can someone inside Shopify address this issue directly with UPS? I can’t be the only business owner burdened by this.

Thank you,

~Brian

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UPS has gotten bad the last several months. Same problem with packages left at drop offs - some no note to customer and shipped back - one customer told in note to go to wrong access and package shipped back. Then there are a half dozen packages delivered to wrong address, never to be found since Dec. Two lost packages to one customer dropped in vacant lot along side of highway, instead of driving down customer street five houses in - UPS sent check for only one item out of three lost. Yes, notified another package is lost in transit this morning. Navigating a claim through Shopify is not easy. Normally, we would have only several lost packages a year - now UPS does that many every month. May go the FedEx and skip Shopify shipping for a while.

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