Why are my customs forms not generating when printing labels?

Shopify Discussion

Topic summary

Shopify merchants are experiencing issues printing customs forms alongside shipping labels for international orders. Users report that when attempting to print both labels and customs forms together, only the shipping labels generate, or they receive errors stating customs forms cannot be created. This problem affects multiple stores and has been ongoing for at least several weeks.

Shopify’s Official Response:

  • A recent platform update changed how customs forms are tracked and generated
  • Some carriers (DHL, Canada Post) now use “paperless” customs, with information embedded electronically in the shipping label barcode
  • Physical customs forms may not be required for certain shipments

Merchant Concerns:

  • Drop-off locations (UPS stores, shipping centers) still demand physical customs forms despite Shopify’s claims they’re unnecessary
  • No advance notification was provided about this change
  • Lack of physical backup forms creates risks if barcodes get damaged during transit
  • Support representatives provide inconsistent information

Workaround Solution:
Navigate to Orders > Shipping Labels, select the order needing customs forms, then click “Print documents” at the top right. This alternate workflow allows printing customs forms that won’t generate through the normal fulfillment process.

Merchants express frustration about poor communication, delayed shipments, and potential package returns due to missing documentation.

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

Hi folks!

Thank you for reaching out to the Community! As we’re not experiencing any known issue with printing both labels and custom forms, I’d encourage you to connect with us directly. This will allow our support team to get you authenticated, as I wouldn’t have access to any account details here through the Community. This will allow them to investigate further to ensure the error is resolved as quickly as possible.

Please let me know if you have any troubles with this.