Why does my company name appear twice on UPS labels?

Payments + Shipping & Fulfilment
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1

Hello,

We have had an issue from the beginning since using shopify where our company name shows twice on the return address of UPS shipping labels. We have searched everywhere to fix this but have not found a solution. This looks very unprofessional. Any help would be greatly appreciated. See screen shot below. Thank you

Shopify UPS Shipping Label.JPG
Shopify UPS Shipping Label.JPG400×584 43.8 KB

2

Hi! We have the same issue as well. Is there a way to fix this?

3

I have spent countless hours on the phone and chat support with UPS and Shopify and nobody has a solution. Shopify says it’s a UPS issue and UPS says it’s a shopify issue. I also have our UPS rep trying to find a solution for us and has also been unsuccessful. It’s amazing both multi-billion dollar companies and they can’t fix this.

4

Shame on these billion dollar companies. I’ve had a UPS account for over 7 years and when coupled with Woo or now Shopify, the same issue - company name prints twice in the return address field and customer name prints twice. Awful support all the way around.

5

Did you ever find a solution?

6

Nope. UPS store owner says there is no fix…

7

Thanks for getting back, this is INSANITY. And talking to either support channel is worthless. Unreal.

8

Having the same issue as well. New store, just started selling a few months ago. Only seeing with UPS. It also prints the ‘Ship To’ name twice. Looks so unprofessional.

Thanks for posting, at least to save others the time of chasing this down.

9

Same here. As of 11/17/2023:

USPS - Company return address name appears once;

UPS - Company return address name appears twice.

Quick way to lose customers.

Will reply here if solution found.

10

This is still happening. Given this post is almost 2 years old it’s annoying that Shopify still have not fixed this issue.

“It’s not a bug it’s a feature” …

Here is Shopify’s official canned response - an unconvincing (and incorrect) explanation as to why the fields are duplicated:

  1. Duplicate Merchant Name: UPS requires both a Name and an Attention Name field to be filled. Since Shopify can only send the store name for both fields, it results in the merchant’s name appearing twice on the label.
  2. Duplicate Customer Name: If a customer includes a company name in their shipping address, that name will be used as the secondary name. If no company name is provided, the full name of the customer is sent again to meet UPS and DHL’s requirements, leading to duplication.
  3. Merchant Phone Number: The phone number displayed on the label is also a requirement. If there is no phone number provided for either the merchant (under Settings > Locations) or the customer, Shopify will use the phone number listed under Settings > Store Details

My response to their explanation:

You claim that UPS requires both a Name and an Attention Name - this is INCORRECT.

We have been shipping with UPS every day for 15 years. Long before we started using Shopify. Here is a screenshot from the latest version of UPS’s very own WorldShip software. Required fields are in blue. Notice the ‘Company OR Name’ is required but the ‘Attention’ name is not required.
https://app.screencast.com/NLRDZxGbDreoU

I think you are misinterpreting their requirement that Company and Name are required but as you can see IT IS THE SAME FIELD - the user will type in either a company name OR a person’s name. If they need to have both (a company name and a person’s name) then you would use the optional Attention field.

Putting the same exact info into 2 lines is your development team’s cheap solution that looks BAD on the shipping label. You guys make a ton of money. Shopify is everywhere. Please ask your dev team re-read the rules and fix this.

Regarding your claim that UPS requires the phone number to print on the label: This is also incorrect.

We stopped adding the customer’s phone number to the shipping label many many years ago, since this is a security concern. How would you like it if UPS left a package on your doorstep that had your name, address and phone number and someone stole the package? Now the thief has everything they need to impersonate you. UPS allows you to add a phone number but I am 100% certain it is NOT a requirement. Look carefully at the last (non-shopify) UPS package you received. Your phone number does not appear on the label. Also look at the same screenshot (above) and notice the Phone Number is not a required field.

11

I am looking for answer for this also