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UPS Shipping Issues – Multi Carrier Shipping Label App for Shopify FAQs

    Fix frequent UPS shipping issues affecting checkout and order fulfillment

Questions in this section:

Will PluginHive fix the UPS shipping issue with the US Virgin Islands being treated as invalid state, and what should I expect?

PluginHive has identified this limitation and will enhance the app to correctly handle the US Virgin Islands as a shipping destination for UPS. Once enhanced, the app will properly pass Virgin Islands as a valid location to UPS, allowing automatic rate fetching and label generation. However, this fix will be available only in an upcoming app release, which typically requires a few weeks for deployment. PluginHive will notify you once the enhancement is live. Meanwhile, use the Shopify flat rate workaround to enable orders from the US Virgin Islands.

Why were UPS SurePost shipping rates not being applied to shipments, and how was the issue resolved?

The UPS SurePost shipping rates were failing to apply due to a 504 Bad Gateway error from UPS’s server. This occurred even though the UPS connection to SurePost was intact. The resolution involved reconnecting the UPS account freshly within the PluginHive system. After this new connection was established, the shipping rates began calculating correctly, and all orders moved to a processing status. To address similar issues, users should verify their UPS account connection in the system and reconnect it if rate calculation errors occur, then confirm that shipment statuses update accordingly.

Why were UPS orders not appearing in PluginHive Multi-Carrier, and how can I confirm they are now properly configured and syncing?

UPS orders may not appear in PluginHive Multi-Carrier due to incorrect automation rules or missing collaborator access. To ensure proper import and ongoing sync of UPS orders: 1. Confirm that your automation rules correctly match UPS shipping services to the relevant shipping method names within PluginHive. 2. Verify that the orders using UPS services are placed through PluginHive’s UPS integrations, not manual or external UPS labels. 3. Ensure collaborator access is granted and active in your Shopify admin, allowing PluginHive to pull order data. 4. If UPS orders do not appear, revamp or adjust your automation rules within the PluginHive app to align with your current store setup and shipping zones. 5. After making rule adjustments, monitor the “all orders” page in the PluginHive app to see if UPS orders like order #4302 are successfully imported. 6. Continue observing new orders to confirm the automation is reliably processing UPS shipments going forward.

Why might FedEx rates still not show up even after fixing shipping zone issues, and how can I ensure both UPS and FedEx appear in quotes?

If FedEx rates don’t show after correcting shipping zones, the issue might be due to incorrect rule actions in the carrier/service automation rules. Steps to resolve: 1. Check your carrier selection automation rules to see if you used the action “Set Carrier/Service.” This action can override previous rules and block additional carriers. 2. Replace the “Set Carrier/Service” actions with “Add Carrier/Service.” This allows multiple carriers to be added without overriding each other. 3. After updating your rules to use “Add Carrier/Service,” reprocess orders to check that both UPS and FedEx rates appear in the rate summary. 4. Ensure that the automation rules cover all relevant shipping zones and criteria for carrier selection.

Why is UPS SurePost not displayed as a shipping option for orders with multiple packages, and can it be enabled for such orders?

UPS SurePost is only supported for single-package shipments and does not allow multiple-package orders. This limitation comes directly from UPS, which specifies that the SurePost service applies exclusively to single-piece shipments. Therefore, it cannot be enabled or used as a shipping option for orders that contain multiple packages. To offer SurePost, orders must be consolidated into a single package where possible.

Why is UPS not showing as a shipping option on the checkout page of my Shopify store using the PluginHive app?

UPS shipping rates will not appear on the checkout page unless the ‘Carrier Calculated Shipping’ feature is enabled in your Shopify store. This feature allows Shopify to display real-time carrier rates like UPS during checkout. However, this feature is generally not available on the Basic Shopify Plan. To enable it, you need to contact Shopify support and request activation of ‘Carrier Calculated Shipping’ for your store. Once enabled, UPS rates will be dynamically calculated and shown at checkout through the PluginHive app. Note that this requirement is imposed by Shopify, not by the PluginHive app. Even without this feature, the PluginHive app can still be used to generate shipping labels, request pickups, and share tracking details on the Basic Shopify Plan.

Why is UPS not showing as a shipping option at checkout on my Shopify store when using PluginHive?

To display UPS calculated shipping rates at checkout using Shopify apps like PluginHive, your store must have the “Carrier Calculated Shipping” feature enabled. This feature is not available on the Basic Shopify plan by default. To enable it, you need to upgrade your Shopify plan or contact Shopify support to add this feature to your current plan. Without this feature enabled, UPS or any other carrier rates will not appear at checkout. However, even on the Basic Shopify plan without carrier-calculated shipping, you can still use the PluginHive app to generate shipping labels, request pickups, and share tracking details manually.

Why is UPS Ground service not showing as an option at checkout while using the PH MultiCarrier Shipping Label plugin, even though UPS Ground is available on UPS.com?

The UPS Ground service may not appear if the package type setting in the plugin is incompatible with UPS Ground. Specifically, if the package type is set as “Pak” (express box), UPS does not offer Ground service for such packages. To resolve this: 1. Navigate to the app settings: app -> settings -> carriers -> UPS -> other details. 2. Change the package type from “Pak” to “Custom Packaging.” 3. Save the settings and verify at checkout; UPS Ground should now appear as a shipping option. This adjustment aligns the package type with UPS requirements and enables UPS Ground service to be shown during checkout.

Why is the UPS service “UPS Express Saver” not showing up during automation setup in PluginHive, and how can I find it?

The service “UPS Express Saver” is named differently in PluginHive for international shipments. The equivalent service is **UPS Worldwide Saver**. To use this service: 1. Navigate to **App Settings** -> **Carriers** -> **UPS**. 2. Enable **UPS Worldwide Saver** in the available shipping options. 3. Use this name in your automation rules and shipping selections. This allows you to set automation and label generation correctly using the service.

Why is the UPS rate not available for order #EC1671 with an error “Invalid Destination,” even though the shipping address appears valid on the map?

The “Invalid Destination” error from UPS indicates that UPS servers are unable to validate the shipping address for rate calculation, despite it appearing correct on mapping services like Google Maps. This often happens because UPS requires very precise formats or specific address details that generic maps do not enforce. To resolve this: 1. Verify the exact shipping address format required by UPS, including suite numbers, postal codes, or locality names. 2. Test small variations or additional address details within the PluginHive app’s address fields, as minor adjustments can help UPS validate the destination. 3. If these adjustments do not resolve the problem, share the XML request and response data received from UPS with UPS support for detailed troubleshooting. 4. As a workaround, if the address validation fails repeatedly, consider processing the shipment directly via UPS’s system to avoid delays.

Why is the UPS Ground Saver (SurePost) rate not showing at checkout in the Multicarrier app, and how can I enable it?

UPS Ground Saver, also known as UPS SurePost, is a special UPS service that is not enabled by default in the Multicarrier app. To display this rate at checkout, you need to enable it manually in the app settings by following these steps: 1. Open the app menu within the Multicarrier app. 2. Navigate to **Settings** > **Carriers** > **UPS**. 3. Expand the **Other Details** section. 4. Enable the **SurePost** option. Once enabled, the UPS SurePost rates will appear at checkout. After making these changes, verify at checkout that the SurePost rate is showing as expected. If you need further assistance, you can schedule a support Zoom call for guided setup and walkthrough.

Why is the shipping automation rule not displaying UPS live rates on my checkout page?

The shipping automation rule and UPS live rates on checkout require a subscription plan that supports calculated rates. The Basic Plan only allows label generation, order fulfillment, pickups, and tracking details, but does not include UPS calculated rates at checkout. To enable live UPS rates, you must upgrade to the Starter Plan or higher. You can do this by navigating to: 1. App Menu → Accounts → Manage Subscription → Change Subscription 2. Select the Starter Plan or a higher plan that includes calculated rates 3. Approve the app charges to activate the plan.

Why is the Saturday Delivery option not being sent to UPS when generating a label, even though I am charged for it via third-party billing?

The Saturday Delivery service will not be transmitted to UPS unless it is properly enabled in the PluginHive settings. To ensure Saturday Delivery is included when generating labels with UPS, follow these steps: 1. Go to the PluginHive App. 2. Navigate to **Settings** > **Shipping Rates** > **Carrier Services**. 3. Locate the UPS service options and enable the **Saturday Delivery** feature for the relevant services. 4. Save the changes. 5. Generate new UPS shipping labels for new orders; the Saturday Delivery option should now be transmitted and available. Note: For existing fulfilled orders or those shipped via other carriers like DHL, the setting will not affect past labels. This configuration only applies to new UPS shipments going forward.

Why is the Saturday delivery option not appearing on my UPS shipping labels generated through the PluginHive app, even after enabling all relevant settings?

The Saturday delivery indicator (an “S” next to the shipping service code) may not print on labels if the orders have already been fulfilled in Shopify before generating the label via the PluginHive app. To resolve this and properly include the Saturday delivery option in the label: 1. Cancel the fulfillment status for one of the affected orders in Shopify by marking it as unfulfilled. 2. Provide permission to PluginHive support to cancel the fulfillment for that order within the app. 3. After cancellation, regenerate the shipping label through the PluginHive app. This process allows the app to reapply the correct delivery options, including the Saturday delivery indicator, on the label.

Why is the Saturday delivery indicator not appearing on my UPS shipping labels generated through the PluginHive app, even after enabling all relevant settings?

If the Saturday delivery indicator (“S” next to the UPS service code) is missing on labels, it may be because the order fulfillment in Shopify was completed before generating labels via the PluginHive app. To resolve this: 1. Cancel the fulfillment status in Shopify by marking the order as unfulfilled. 2. Provide PluginHive support permission to cancel the fulfillment within the app. 3. Regenerate the shipping label using the app. This process allows the app to correctly apply the Saturday delivery option on the label.

Why is the estimated delivery time showing at checkout for UPS and FedEx but not for USPS in PluginHive?

UPS and FedEx provide estimated delivery days through their APIs, so PluginHive can display these estimated delivery times at checkout. However, USPS does not currently supply estimated delivery days via their API, which is why the estimated delivery time for USPS is not shown at checkout. This is a limitation from USPS’s data availability, not a PluginHive settings issue. PluginHive is working on a solution to enable estimated delivery dates for USPS in the future, but at present, this feature is not supported for USPS shipments.

Why is the app adding the percentage adjustment to the retail UPS price and not to my negotiated rates, even though the UPS account shows as connected?

This behavior typically happens if the UPS account number is not properly linked to the UPS profile (login) used in the app. UPS requires the account number to be added and linked to the UPS.com profile for API validation. If not validated, UPS provides only retail published rates via the API, causing your percentage adjustment to apply to retail prices. To resolve this: 1. Log in to UPS.com with your UPS profile. 2. Navigate to **Profile > Accounts and Payments**. 3. Ensure that your UPS account number is added to this profile. 4. If it’s missing, contact UPS support to have the correct account added/linked to your profile. 5. After verification, reconnect the UPS account within the app if necessary. This linkage ensures the API returns your negotiated rates, allowing the adjustment percentage to apply correctly.

Why is the “signature required” option not consistently applied when generating UPS labels through the app, and how can I ensure it is applied to all labels by default?

The “signature required” (Delivery Signature) option in the app depends on the configuration of each product. Not all products may have this option enabled, causing only some labels to have signature confirmation. To ensure the setting applies to all labels by default: 1. Export the product list CSV from the app’s Products page. 2. In the CSV, update the column ‘Delivery Confirmation Options’ (column V) to ‘TRUE’ for all products. 3. Update the ‘UPS Delivery Confirmation’ column (column AA) to ‘SIGNATURE_CONFIRMATION’ (or ‘ADULT_SIGNATURE_CONFIRMATION’ if applicable) for all products. 4. Save the updated file in .csv format without altering its structure. 5. Import the CSV back into the app using the ‘Import CSV’ button on the Products page to update all product settings. After this, all new orders created with those products will have the label with Signature Confirmation applied by default.

Why is the ‘UPS Express Saver’ service not appearing in the dropdown options when creating a shipping rule, and can it be added to the PluginHive app?

The PluginHive app displays all UPS services that are available through the official UPS carrier API. If ‘UPS Express Saver’ does not appear in the dropdown, it may be because this specific service is not separately listed or available via the UPS API. It is recommended to verify directly with UPS whether ‘UPS Express Saver’ is offered through their API. If UPS confirms availability, please obtain the exact service code and related API documentation and share it with PluginHive support for further integration checks.

Why is my shipping label not being generated when using the PluginHive app with UPS integration?

The shipping label is not being generated because the UPS Account Number added to the PluginHive app is incorrect. UPS requires a 6-digit alpha-numeric Account Number to connect properly. To resolve this issue: 1. Verify your UPS Account Number to ensure it is exactly 6 characters long and includes both letters and numbers. 2. Remove the incorrect UPS Account Number from the app. 3. Re-add your UPS Account Number in the PluginHive app using the correct 6-digit alpha-numeric format. 4. After updating the account number, try generating the shipping label again. If you need additional help with the setup, PluginHive offers live assistance via Zoom calls. You can schedule a call at your convenience through the provided link, where an expert will guide you step-by-step through the account setup and label generation process.

Why is FedEx/TNT not receiving manifest data for pickups and how can I ensure the manifest is properly sent?

After fulfilling orders in the PluginHive app, the manifest data is generated automatically for those orders but is not automatically sent to FedEx/TNT. To ensure FedEx/TNT receives the manifest, you need to manually print and share the manifest with them. Follow these steps: 1. In the PluginHive app, go to the **Views** section. 2. Select **Manifest**. 3. Click on **Print Manifest** to generate the manifest document. 4. Share the printed manifest and any related paperwork with FedEx/TNT as required. Additionally, if FedEx/TNT informs you of missing electronic manifest data, ensure you upload any required files or email the requested copies to their specified contact (e.g., [email protected]). This process ensures FedEx/TNT receives the correct manifest data to process pickups.

Why is Canada Post shipping not showing rates in the PluginHive app while UPS rates are visible?

When Canada Post rates do not appear but UPS does, check the PluginHive app settings: 1. Navigate to the app → Settings → Shipping Rates → Rate Automation. 2. Verify that the Canada Post rate automation rule is activated. If it is deactivated, Canada Post rates will not be calculated or displayed. 3. Activate the Canada Post rule if it is disabled. 4. Place a new order to confirm that Canada Post rates are now showing alongside UPS rates.

Why is a commercial invoice not being generated for my first UPS shipment from Canada to the USA using PluginHive, and how do I obtain it?

The commercial invoice is required for international shipments and is generated by the PluginHive app. If you do not see it included, it is likely because the Commercial Invoice print setting was not enabled in the app. To access the commercial invoice for your current order: 1. Go to the order details page in the app. 2. Select “Advanced” options. 3. Choose “Download Documents” to obtain the commercial invoice separately (screenshot referenced by user). For all future international shipments, once the setting is enabled, the commercial invoice will be included automatically in the standard shipment PDF documents. To ensure this continues, verify the Commercial Invoice print setting remains enabled in your app configurations.

Why does using a VPN cause issues when registering or integrating UPS with PluginHive?

VPNs can cause issues with UPS integration because: 1. They change your internet IP address and location, which can conflict with UPS servers’ security and authentication systems during account registration. 2. This can lead to timeouts or failed registration messages since UPS may block or not recognize the connection. 3. Disconnecting the VPN allows a direct connection to UPS, avoiding these conflicts and enabling successful registration. 4. Always ensure you are not connected to a VPN when registering or integrating shipping carrier accounts such as UPS within PluginHive.

Why does the UPS Commercial Invoice generated by PluginHive show freight charges as $0, and can this cause shipment issues when shipping to Canada?

The UPS Commercial Invoice created by the PluginHive app does not display freight charges for the orders, so it will always show freight as $ 0. This should not cause any problems with shipping packages, including shipments to Canada. If a shipment is flagged or delayed, it is unlikely due to the freight charge amount on the commercial invoice generated by the app. It is advisable to confirm with UPS directly to understand the exact reason for any shipment issues. If the issue appears to be related to the PluginHive app, you can then contact support for further assistance.

Why does the Rates Automation app not display discounted shipping rates such as UPS Standard after applying coupon code discounts on Shopify orders?

The app calculates shipping rates based on the product prices it receives in the rates request from Shopify at the moment of checkout. Shopify sends the actual product prices before any discounts or coupon codes are applied during this rates request. Therefore, the app’s automation rules work using these pre-discount prices, and this is by design according to Shopify’s current integration behavior. However, after an order is placed and imported into the app, the app can then utilize the discounted product prices to recalculate shipping rates based on the configured automation rules. This means that during checkout, the shipping rates shown may not reflect coupon-based discounts, as the rate calculation occurs prior to discount application.

Why does the customer receive an error saying their address cannot be shipped to when it is valid on the UPS site?

This issue can occur if the UPS account connected in the PluginHive Shopify app has configuration problems or if there is a limitation with the carrier account setup. Even if the address is valid on the UPS carrier site, the app may not return rates if the account setup or integration has issues. It is recommended to: 1. Verify the UPS address on UPS directly (already done). 2. Remove the existing UPS account from the PluginHive app. 3. Re-add the UPS account carefully to refresh the integration. 4. Test if rates are returned properly for the problematic address after re-adding. This process often resolves discrepancies between UPS website validations and app rate responses.

Why does the app pull UPS shipping rates for PO Box addresses even though UPS does not deliver to PO Boxes?

UPS rates are calculated based on the combination of the postal code and city provided by the customer, not on Address Line 1. The UPS API returns rates as long as the postal code and city are valid, regardless of whether Address Line 1 contains a PO Box. However, while rates display correctly at checkout, generating shipping labels will fail if Address Line 1 is a PO Box since UPS does not deliver to PO Boxes. The app uses the customer-provided address as-is and cannot validate or restrict entries in Address Line 1. To prevent this issue, it is recommended to explore Shopify settings or third-party apps to restrict or validate the Address Line 1 field and block PO Box entries during checkout.

Why does Shopify show “unable to send to address” at checkout after selecting PluginHive (PH) as the shipping rate and connecting UPS with the US shipping zone?

This issue occurs because the current PluginHive subscription plan is the Basic Plan ($9), which does not support live shipping rates at checkout. To enable live UPS shipping rates to appear during checkout, you need to upgrade your PluginHive app subscription to the Starter Plan ($ 19. or higher. Once upgraded and charges are approved, the live rates will be displayed properly during customer checkout. Steps to resolve: 1. Open the PluginHive app in your Shopify admin. 2. Navigate to the subscription or pricing section. 3. Select the Starter Plan ($ 19. or a higher plan that supports live rates. 4. Approve the charges and confirm the plan change. 5. Ensure that UPS is connected properly and the shipping zone is set to the US. 6. Test the checkout again; live UPS rates should now be visible and the error resolved.

Why does my Shopify store show “Shipping Not Available” at checkout and fail to process orders when using UPS shipping through PluginHive?

This issue occurs if you are using an outdated UPS integration that has been discontinued by UPS. PluginHive has upgraded to use UPS OAuth 2.0 integration, which requires you to reauthorize your UPS account. To fix the issue and resume order processing, follow these steps: 1. Log in to your PluginHive app dashboard. 2. Remove the old UPS account integration. 3. Re-add your UPS account using the new OAuth 2.0 authorization process. 4. Update your automation rules in the app to align with the new UPS integration. 5. Save and test the shipping options on your Shopify checkout to confirm the shipping availability. If you need assistance, PluginHive offers Zoom calls to guide you through the migration and setup process. You can schedule a call based on your availability via the provided scheduling link.

Why does generating a UPS label for shipments to China fail when using an 18-digit TIN, and is this an issue with PluginHive or UPS?

The failure to generate a UPS label with an 18-digit TIN is due to UPS’s requirement that the identity number (TIN) must be between 1 and 15 characters. PluginHive’s MultiCarrier app transfers whatever TIN is entered in the Shopify order as-is, without modification. Since the customers in China have new regulations requiring 18-digit TINs, the label generation fails because UPS does not accept TINs longer than 15 characters. This limitation originates from UPS, not the PluginHive app. Therefore, resolving this issue requires consulting UPS directly regarding their TIN length restrictions for shipments to China.

Why do the UPS shipping labels sometimes not print in the order they are sent to print, and how can I address this issue?

The UPS shipping labels generated by the PluginHive app are arranged in the PDF according to the order sequence, so printing the entire PDF should print labels in order. If your labels are not printing in the correct sequence, this may be due to printer or PDF viewer behavior rather than the app. To investigate: 1. Confirm that you are printing directly from the full PDF file. 2. If labels still print out of sequence, share a short screen recording showing this behavior with support so they can attempt to replicate and troubleshoot. Additionally, enabling printing the Shopify order number on labels (via “Enable Label References”) can help track orders even if labels print out of sequence.

Why do I see UPS fields available but not TNT fields when updating product information, and how is TNT Dangerous Goods shipping supported in PluginHive?

Currently, PluginHive supports various product fields for UPS, but TNT-specific fields, especially for Dangerous Goods shipping, are not yet available. At this time, PluginHive does not support Dangerous Goods shipping with TNT Express. If you have technical documentation for Dangerous Goods shipping requirements with TNT, you can share it with the PluginHive team to evaluate the feasibility of adding this functionality in the future. For now, users needing Dangerous Goods shipping with TNT will need to manage those requirements outside of PluginHive.

Why do I see only certain carriers like UPS, DHL, FedEx, Canada Post, and USPS in EasyPost but not local UK carriers such as Royal Mail or Parcel Force?

If local UK carriers are missing in your EasyPost dashboard, it usually means: 1. Your EasyPost account has not been configured or approved to access those carriers. Carriers like Royal Mail and Parcel Force require separate activation and agreements through EasyPost. 2. You must contact EasyPost support to request enabling and registering these UK carriers on your account. They will guide you through the required steps, contracts, or documentation. 3. After EasyPost activates the local UK carriers on your account, you can integrate those carrier accounts into PluginHive to display live shipping rates for UK shipments. 4. Contact PluginHive support afterward for help finalizing the app integration and carrier setup.

Why do customers see a “shipping is not available” error when placing an order with UPS, and how can this be resolved?

This issue often occurs if you are using an outdated UPS integration method. To resolve this, you need to switch your UPS account integration to use OAuth registration. This method is more secure and supported by PluginHive. To proceed: 1. Obtain your UPS account credentials and account number from your UPS account or your team if you do not have them. 2. Schedule a support call with PluginHive to assist you in configuring your UPS account using OAuth registration. 3. During the call, the support team will guide you through adding the UPS account via OAuth to ensure labels and shipping options work correctly. This process resolves the “shipping not available” error and enables proper UPS shipping functionality in your store.

Why are UPS SurePost rates not pulling through in Shopify after setting them up in the Plugin Hive app?

UPS SurePost rates may not appear if the UPS account is not connected accurately or the SurePost option is not properly enabled and saved in the Plugin Hive app. Ensure the following steps are followed: 1. Connect your UPS account using the correct UPS Account Number, which should be a six-character alphanumeric code—not the UPS username or login ID. 2. After authenticating through OAuth with UPS, go to the Carrier Settings in the Plugin Hive app and explicitly enable the SurePost rates feature. 3. Make sure to save these Carrier Settings after enabling SurePost to apply the changes. 4. Once these settings are confirmed, the SurePost rates should be available for open orders imported into Shopify. If issues persist, scheduling a dedicated support session via Zoom with Plugin Hive support is recommended to review and configure these settings live.

Why are UPS shipping rates not visible on the website for UAE even after activating the shipping courier for all zones?

To ensure UPS shipping rates are displayed correctly for UAE or any region, follow these steps: 1. Verify that the shipping courier (UPS) is properly activated for all required shipping zones, including UAE, in your PluginHive shipping settings. 2. Confirm that the delivery address entered at checkout is complete, accurate, and valid for the UAE region. Incorrect or incomplete addresses can prevent rates from appearing. 3. Test the checkout process on your website using a valid UAE address to see if rates are displayed. If rates are still missing, check for any shipping rules or restrictions that might block UPS rates for UAE. 4. Ensure no conflicting shipping plugins or settings override or block UPS rates. 5. If the issue persists, provide a detailed screenshot of the checkout page with the entered UAE address to the support team for further diagnosis.

Why are UPS shipping rates not showing on my checkout page after adding multiple UPS accounts in the PluginHive app?

If UPS shipping rates do not show on the checkout page after adding multiple UPS accounts, check if the “Freight Rates” option is enabled for any of the new accounts within the PluginHive app. Since UPS no longer supports freight shipping through this app integration, enabling this option causes rate requests to delay and eventually time out, preventing rates from displaying. To resolve this: 1. Access the PluginHive app settings for each UPS account added. 2. Locate the setting related to “Freight Rates” or similar shipping options. 3. Disable the Freight Rates option for those accounts. 4. Save the settings and refresh your checkout page to verify that UPS shipping rates now appear correctly. Disabling the freight rates option aligns the app with UPS’s current offerings and restores the visibility of standard UPS shipping rates at checkout.

Why are UPS shipping rates not showing in my Shopify store’s checkout even after connecting the UPS account?

If UPS rates are not appearing at checkout after successful account connection, consider the following: 1. Confirm that UPS services are set to display with your account rates using the “Future Services” option in the app settings — this ensures rates are shown at the customer checkout. 2. The rates will not appear under general shipping login or store shipping admin settings; they only appear dynamically at the Shopify checkout page. 3. Test rates by placing a real order and advancing through checkout to the shipping section (not the cart). Sometimes the cart page does not show live carrier rates if redirected. 4. Ensure no redirection issues occur (e.g., being bounced to a registration page), as these can block checkout progression and rate display. 5. If rates still aren’t visible, check that the products are imported into the PluginHive app because missing product data can cause shipping rate failures. 6. Adjust the rate automation rules in the app if you have specific preferred UPS services you want displayed. 7. If issues continue, schedule a support call for guided troubleshooting.

Why are UPS shipping rates not showing and how can I resolve the “Invalid Authentication Information” error in PluginHive?

The “Invalid Authentication Information” error generally occurs when the UPS account credentials connected in PluginHive are incorrect or cannot be authenticated by UPS. To resolve this: 1. Log in directly to your UPS account at ups.com to verify that your username, password, and other credentials are valid and active. 2. If you have recently changed your UPS password or account details, update the credentials in the PluginHive app accordingly. 3. Reconnect or reauthorize the UPS account connection inside PluginHive to refresh authentication. 4. After reconnecting, confirm that the shipping rates show correctly on your store. This ensures the app can authenticate your UPS account and retrieve rates successfully.

Why are UPS shipping rates not being picked up and services not being added after I changed the UPS password?

When you change your UPS password, the shipping rates fail to load due to “Invalid Authentication Information” errors because the app still uses the old credentials. To fix this, you need to reconnect your UPS account within the PluginHive app to update the credentials. Follow these steps: 1. Log in to your PluginHive dashboard. 2. Navigate to the UPS shipping settings or integration section. 3. Disconnect the existing UPS account connection. 4. Re-enter the updated UPS username and password to reconnect your UPS account. 5. Save the settings and perform a test shipment to verify that the rates and shipping services are now correctly fetched. This reconnection ensures that the app communicates with UPS using valid authentication details, restoring the retrieval of shipping rates and services.

Why are UPS shipping rates for regions like Anchorage, Honolulu, and Puerto Rico not showing at checkout, even though the app calculates the rates?

This issue often occurs because the “future services” option for app-calculated shipping rates is not enabled in Shopify. To resolve it: 1. Go to your Shopify Admin. 2. Navigate to **Settings > Shipping and delivery > Shipping rates > Rate automation**. 3. Enable the **future services** option for the PluginHive app rates. 4. After enabling this, the rates calculated by the app will display properly at checkout. If you had shared collaborator access with PluginHive support, they could enable this on your behalf as well.

Why are UPS shipping rates failing to calculate in my app when I enable Negotiated Rates, and how can I fix this issue?

UPS shipping rates may fail to calculate when the Negotiated Rates option is enabled due to issues with account permissions or rate settings on UPS’s side. To address this: 1. Temporarily disable the Negotiated Rates option in your account settings to allow rates to calculate and display correctly. This ensures your customers can select shipping services while placing orders. 2. Verify that your UPS account is active and that all necessary permissions and services are enabled by contacting your UPS representative. 3. Share the error details or logs demonstrating the failure when Negotiated Rates is enabled with your UPS support team for further investigation. 4. Continue using standard rates until UPS resolves the issue with Negotiated Rates on their end. 5. Keep track of any updates or resolutions from UPS and re-enable the Negotiated Rates option once confirmed fixed.

Why are UPS shipping options not appearing at checkout even though I have selected UPS as the preferred shipping method in the PluginHive MultiCarrier Shipping Label app?

UPS shipping options may not appear at checkout if the UPS Account Number provided in the app is incorrect. The UPS Account Number must be a valid 6-digit alphanumeric code. An incorrect or invalid account number prevents the app from validating the UPS account and calculating shipping rates, which results in UPS options not showing during checkout. To resolve this issue: 1. Open the PluginHive MultiCarrier Shipping Label app settings. 2. Navigate to the UPS account configuration section. 3. Verify that the UPS Account Number entered is correct and follows the 6-digit alphanumeric format. 4. If incorrect, re-enter the correct UPS Account Number and save your settings. 5. Test the checkout page again to confirm that UPS shipping options now appear. If further assistance is needed, you may arrange a support session (e.g., Zoom call) to receive hands-on help with configuring the app properly.

Why are UPS shipping labels not generating for my US orders, and how can I fix it to ensure labels are created correctly?

UPS labels may fail to generate if there are special symbols such as emojis in the product names, as these are not accepted by the carrier. To fix this: 1. Go to the App Products page in PluginHive. 2. Open the product that has special symbols. 3. Edit the Customs section and provide a Custom Description for the product without any special characters. 4. To update multiple products at once, use the CSV bulk update functionality in the app to add Custom Descriptions. 5. Navigate to App Settings -> General Settings -> Shipping. 6. Update the field ‘Custom Description to be displayed in Commercial Invoice’ to use ‘Product Description’. 7. After completing these steps, reprocess the existing orders and attempt label generation again. This approach replaces problematic product names with carrier-compliant descriptions to ensure label creation.

Why are UPS shipping costs not calculating correctly and FedEx rates appearing instead during checkout in PluginHive, and how can I fix this issue?

This issue occurs because the existing UPS account integration with the app is failing authentication with UPS APIs, causing the app to fallback and show FedEx rates with a delay. Shopify then provides backup shipping rates after a few seconds. To fix this: 1. Reconnect your UPS account within the PluginHive app to restore proper API authentication. 2. You can attempt this yourself by going to the app’s UPS account settings and adding the UPS account details again. 3. If you prefer assistance, provide your UPS Account Number, username, and password from ups.com to the support team, who can then re-add the UPS account on your behalf. Re-establishing the authenticated connection with UPS will resolve the incorrect shipping calculation and prevent fallback to backup or FedEx rates.

Why are UPS rates for a new Denmark order showing USA rates instead of Denmark CPH UPS Standard rates, and how can I fix this issue?

UPS rates show based on the “Ship From Address” set in the order details. If the “Ship From Address” is incorrectly set to a US address, the system will pull UPS rates from the US origin, causing inaccurate rate display. To fix this: 1. Check the “Ship From Address” configured for the specific order in your Shopify or PluginHive dashboard. 2. Update the “Ship From Address” to the correct Denmark location (e.g., CPH fulfillment center). 3. Save the updated address configuration. 4. After correction, the system will automatically retrieve and display UPS rates applicable to Denmark, including the UPS Standard service. 5. Verify rates on the order to confirm the correct services and costs are shown. Ensuring the correct “Ship From Address” is critical for accurate automatic shipping rate calculation by the UPS integration.

Why are UPS rates failing to display correctly even though I have not changed anything in my UPS account?

UPS rate failures can occur due to configuration or automation rule issues within the app, even if your UPS account remains unchanged. To resolve this: 1. Reconnect your UPS account within the app to refresh the integration. 2. Deactivate any conflicting rate automation rules to avoid overlapping configurations. 3. Set up clear automation rules that specify exactly which UPS services should be used for rate calculation. 4. Understand the distinction between “automation setup rules” (which govern service selection and order processing) and “rate automation rules” (which actively determine how rates are pulled and displayed). 5. Activate the relevant rate automation rule after configuring the automation rules. 6. Test by placing a sample order to verify that UPS rates display correctly in the app. Following these steps prevents conflicting settings and ensures rates display properly.

Why are UPS orders not being pushed into PluginHive Multi-Carrier after setup, and how can I verify the configuration?

To ensure UPS orders are properly imported into PluginHive Multi-Carrier, follow these steps: 1. Confirm that the shipping method rule named for UPS matches the UPS service assigned by the app. Orders placed with UPS shipping services provided by PluginHive will appear on the “all orders” page; otherwise, they will move to the “not to ship” section. 2. Verify that the orders in question (e.g., order # 4302. were indeed placed using UPS services integrated via PluginHive. Orders with alternate or manual UPS labels will not be pushed automatically. 3. Check your rule setup to ensure it targets orders from the UPS shipping zone specifically, as configured in your Shopify store and PluginHive settings. 4. If UPS orders are still not appearing, make sure that proper collaborator access has been granted to PluginHive for your Shopify store, as this is necessary for the app to pull order data. To confirm collaborator access: – Log in to Shopify Admin – Navigate to Settings -> Users and Permissions – Locate PluginHive collaborator in the list and verify that access is approved and active 5. After confirming collaborator access, sync or import orders again to see if UPS orders come through correctly.

Why are UPS Next Day Air® Early and UPS Next Day Air Saver® shipping options appearing on my checkout page when we do not offer them?

This happens because when you re-added the UPS carrier, an automatic rule was created that shows all UPS services by default at checkout. To remove these unwanted options, you need to delete or modify this auto rule. Once the rule is removed, only the UPS shipping services you offer will be displayed on your checkout page. Check your shipping rules or carrier settings to locate and delete this auto rule controlling the UPS service display.

Why are UPS Ground, 2nd Day Air, and Next Day Air shipping rates not displaying at checkout for orders shipped to Hawaii, while only USPS Ground Advantage rates appear?

This issue usually occurs when products in the order belong to multiple shipping profiles in Shopify, and calculated shipping rates are not enabled for all of them. To resolve it: 1. Identify which shipping profiles the products in the order belong to by checking Shopify’s Shipping and Delivery settings. 2. Ensure PluginHive is configured to provide shipping rates for all relevant shipping profiles. 3. Enable app-calculated rates for each applicable shipping profile within PluginHive’s app settings. 4. Test by placing an order with the same products and a Hawaii shipping address to verify the correct UPS and USPS options display. Following these steps ensures rates from all carriers and profiles show correctly for multi-profile orders, including Hawaii shipments.

Why are UPS Ground, 2nd Day Air, and Next Day Air rates not displaying for an order containing items shipped to Hawaii, while only USPS Ground Advantage appears at checkout?

This issue often occurs when the order contains products assigned to two different shipping profiles in Shopify. PluginHive calculates shipping rates separately for each profile, so if app-calculated rates are not enabled for both profiles, some shipping options may not display. To resolve this: 1. Check the products in the order and identify if they belong to multiple shipping profiles in your Shopify store. 2. Confirm that the PluginHive app is configured to provide rates for all relevant shipping profiles. 3. Enable calculated shipping rates for each shipping profile within the PluginHive app settings to ensure all carriers and services appear at checkout. 4. Test placing an order with the same products and shipping address to verify that the correct UPS and USPS rates are displayed. Following these steps ensures that rates from all applicable carriers and profiles will be calculated and shown correctly for multi-profile product orders.

Why are UPS Ground shipping options still appearing for regions where I do not offer ground service, and how can I restrict shipping methods based on destination?

This issue often occurs if the shipping zones or app rate settings are misconfigured. To fix it: 1. Check your store’s shipping profiles to confirm which states or regions each shipping zone covers. For example, Ground service should only be available for Washington, Oregon, California, and Idaho. 2. Verify that the UPS shipping rates from the PluginHive app are properly added to each shipping zone in your profile. Missing app rates will cause shipping options to not display correctly. 3. Remove or exclude Ground service from zones where you do not want to offer it by adjusting the carrier services within the PluginHive app or Shopify shipping settings. 4. If using multiple UPS accounts, ensure that only the relevant UPS account linked to your desired services is active in the respective shipping zones. 5. After making changes, test checkout with various addresses to confirm that only the intended shipping methods appear per destination. 6. If issues persist, contact PluginHive support for a detailed review of your shipping profile and app setup.

Why are UPS checkout rates not functioning for my stores, and how can I fix this issue?

The UPS checkout rates may fail if the automation rules controlling shipping rates include a condition that conflicts with UPS service limitations. Specifically, UPS does not provide shipping rates for orders where the total weight exceeds 150 lbs. If your automation rules include a condition like “Total Weight > 150,” UPS rates will not be returned. To fix this: 1. Log in to your PluginHive app. 2. Navigate to **Settings** → **Shipping Rates** → **Rate Automation**. 3. Edit the relevant shipping automation rule. 4. Remove the condition “Total Weight > 150.” 5. Replace or change this condition to “Any” to allow rate retrieval regardless of total weight. 6. Save the changes and test the checkout rates again. Making this adjustment aligns the automation rules with UPS service capabilities and should restore the UPS checkout rates.

Why are there many failed rate calls with fake information and email addresses in PHM Notifications, and are these normal UPS calls or attacks? Why do these only occur within PHM?

Shipping rate request logs in PHM Notifications are created only when a customer places an order and checks shipping rates at checkout. These logs do not originate from PluginHive or occur for testing unless you report an issue. Therefore, every rate request log corresponds to an actual checkout transaction from your store. The presence of fake information or email addresses likely indicates invalid or fraudulent checkout attempts by customers or bots. Since PHM logs are generated based on your store’s customer activity, these failed calls happen only within PHM and are not external attacks targeting UPS or PluginHive. To investigate further, you can verify addresses or phone numbers associated with these logs as part of your fraud prevention or customer verification process.

Why are the UPS shipping rates I configured in the app not appearing on my checkout page, and how can I fix this issue?

If the UPS shipping rates you configured in the PluginHive app do not appear on your checkout page, the issue may be due to a temporary glitch or configuration sync problem. To resolve this: 1. Verify that your UPS account details and shipping configurations are correctly set up in the PluginHive app. 2. Ensure your shipping zones and methods include UPS and are properly assigned to your store’s checkout. 3. Check for any app updates or maintenance notifications that might affect rate retrieval. 4. If the problem persists, PluginHive support typically resolves such issues promptly on their backend, restoring the UPS rates to appear correctly. 5. Refresh your checkout page or clear your browser cache to load the updated shipping options. 6. If you need immediate shipment options, using your own UPS account directly at checkout can be a temporary workaround. 7. Contact PluginHive support with your store details if the issue continues, and they can verify and fix the backend settings so UPS rates show correctly on checkout. In most cases, the problem is resolved quickly by the PluginHive team, restoring the UPS shipping rates visibility on your checkout page.

Why are the shipping rates from the PluginHive app not matching the discounted UPS rates we expect, and how can we ensure the negotiated rates show correctly at checkout?

When you see a discrepancy between UPS rates on UPS.com and the rates displayed in the PluginHive app, it is important to confirm whether the app is showing negotiated rates or published rates. The PluginHive app fetches the negotiated rates from your UPS account if it is properly connected. To ensure you get the negotiated rates at checkout: 1. Verify that your UPS account is reconnected within the PluginHive app settings. 2. Compare the rates for a sample shipment directly on UPS.com using the exact shipment details (origin, destination, weight). 3. Confirm with your PluginHive support contact or dashboard whether the displayed app rates show negotiated rates or published rates. Negotiated rates will generally be significantly lower than published rates. 4. If the app is showing published rates instead, request assistance to configure your account connection to retrieve negotiated rates. 5. Once confirmed, finalize that the app displays and charges customers based on these negotiated rates at checkout. This process ensures your customers are charged accurate shipping fees according to your UPS-negotiated contract rather than standard published rates.

Why are some shipping options not showing at checkout, even though I have added all shipping rules manually and configured UPS and DHL Express automatically?

When you add a very large number of shipping rules—such as 120+ flat rate rules—it can cause the app to fail displaying carrier-calculated live rates during checkout. PluginHive’s Rate Automation feature is designed to handle a limited number of rules effectively, and it is recommended to have no more than around 10 automation rules to prevent conflicts or failures. The app prioritizes showing live carrier rates (UPS, DHL Express) based on the rule order (top to bottom). If too many flat rate rules are set and placed above carrier-based rules, the carrier rates may not appear because the system processes the extensive flat rate rules first and stops further evaluation. To resolve this and ensure all desired shipping options (domestic, international, flat, carrier-calculated) appear during checkout: 1. Reduce the total number of shipping rules significantly, ideally to fewer than 10 rules in the app. 2. For flat rates, consider enabling Shopify’s native flat rate shipping settings instead of adding many flat rate rules inside PluginHive. 3. Order the rules so that carrier-calculated rules (UPS, DHL) are prioritized above flat rate rules. 4. Test the checkout process with a streamlined set of rules to confirm the visibility of all intended shipping options. 5. If you want to offer many flat rate options, manage them mostly in Shopify’s shipping settings and reserve PluginHive rules for live carrier rates. This approach prevents rule conflicts and ensures customers see all appropriate shipping choices during their checkout experience.

Why are some of my large-dimension products refusing shipment and not returning UPS shipping rates?

UPS does not support shipments weighing over 150 lbs. If your product exceeds this weight limit, the UPS API will return an error stating “Weight is out of allowable range.” This is why rates fail for such products. To resolve this, you need to check your product weights and ensure they comply with UPS limits. For heavier shipments, consider using FedEx or XPO logistics freight shipping options supported by PluginHive.

Why are shipping rates from UPS no longer showing on my storefront as of February 28, and how can I resolve this issue?

The issue occurs because UPS rates are failing due to the error “250003–Invalid Access License number.” This typically happens if your UPS account was connected using the old integration method. To resolve this, you need to reconnect your UPS account using the new OAuth registration process. The steps are: 1. Log in to your PluginHive dashboard. 2. Navigate to the UPS shipping settings. 3. Disconnect the existing UPS account integration. 4. Complete the OAuth registration again as per the latest instructions provided by PluginHive. Once reconnected via OAuth, the shipping rates should resume displaying correctly on your storefront. If assistance is needed, you can schedule a support call with PluginHive to guide you through the re-integration process.

Why are post-purchase upsell products from apps like One Click Upsell not appearing in PluginHive for label generation?

PluginHive imports order details as they exist at the moment the order is initially created in Shopify. Post-purchase changes—such as products added immediately after checkout via apps like One Click Upsell—are not automatically synced or updated in PluginHive, resulting in missing products for label generation. Since these upsell items are added right after payment, PluginHive treats the original order snapshot as final unless refreshed. Currently, PluginHive does not automatically update orders with these post-purchase additions.

Why are my UPS shipping rates not showing in PH Multicarrier, and how can I fix this issue?

If UPS rates are not being pulled into PH Multicarrier, it is often because the Rate Automation rules were not updated after reconnecting your UPS account. To resolve this issue, follow these steps: 1. Verify that your UPS account is properly connected within the PH Multicarrier settings. 2. Navigate to the Rate Automation rules section. 3. Review and update the Rate Automation rules to ensure they align with your current shipping and pricing preferences. 4. Save the changes and test the shipping rates again at checkout. This process ensures that the system correctly fetches and applies UPS rates for your shipments. If issues persist after these steps, contacting support for further assistance is recommended.

Why are my UPS shipping rates not generating consistently, and how can I avoid having to reset my UPS account repeatedly?

If your UPS rates fail to generate intermittently, one common cause is account disconnection or configuration issues. To resolve this reliably: 1. Reconnect your UPS account to the PluginHive app by updating the credentials or regenerating the API access as needed. 2. Ensure that the UPS carrier settings in the PluginHive app are correctly configured with the updated account information. 3. After reconnection, verify rates appear correctly at checkout to confirm the setup is successful. 4. If rates stop generating again, check for network issues or plugin updates that might affect integration. By maintaining an accurate and active UPS account connection within the PluginHive settings, you can avoid repeated resetting and ensure rates generate properly.

Why are my UPS negotiated rates not being applied to my account, and how can I enable them in the PluginHive app?

To ensure your UPS negotiated rates are applied, you need to enable the “Negotiated Rates” option within the UPS Carrier Settings of the PluginHive app. Follow these steps: 1. Log in to your PluginHive account and navigate to the UPS Carrier Settings. 2. Locate the “Negotiated Rates” option. 3. Enable this option to activate negotiated rates linked to your UPS account. 4. Save the settings and test the rate calculations again to confirm the negotiated rates are applied correctly. If you need personalized assistance, PluginHive offers Zoom calls where support can help with app setup and answer any questions. You can schedule such a session through the appointment link provided by their support team.

Why are my shipping labels printing very small and not fitting the 4×6 thermal Zebra label after the UPS update, while the labels print correctly using WorldShip? How can I change it back?

The small label printing issue occurs because the default paper size used during printing is not set correctly for your thermal printer. To fix this: 1. Generate and open your shipping label PDF by clicking the “Print Documents” button in the PluginHive app. 2. Click on the “Print Preview” option within the PDF viewer or your print dialog. 3. Locate the paper size setting in your print system settings; it is often set to A4 by default. 4. Change the paper size to match your thermal printer’s paper size, specifically 4×6 inches for most Zebra thermal labels. 5. Adjust scaling options if necessary, such as turning off “Fit to printable area” if it distorts output. 6. Print the label; it should now correctly fit the label size. By ensuring your printer settings match your thermal label paper size before printing, the label will print at the correct dimensions.

Why are my California orders showing correctly on Shopify but not appearing in PluginHive Multicarrier despite being UPS 2-day Air shipments?

The likely reason is due to an automation rule configuration in PluginHive. In your app’s settings under Automation > Setup, you have a rule named ‘Midwest (UPS Ground)’ with a condition using “zone != East-West & Non-Continental USA” and an action to mark orders as “not to ship.” This condition uses the “!=” operator, which only works with a single entity, but you have selected two zones, causing the logic to fail. As a result, orders from California are incorrectly marked as “not to ship” and therefore not imported for processing. To resolve this, review and correct the condition in your automation rule to properly handle multiple zones or separate the conditions for each zone. This will ensure California orders are imported correctly into PluginHive for shipping.

Why are customs documents not printing with my UPS label for Canada, and how can I enable them?

Customs documents such as the commercial invoice will not print automatically unless the commercial invoice option is enabled in your PluginHive settings. To enable printing of customs documents for international shipments: 1. Go to your PluginHive app. 2. Navigate to **Settings > General > Print Settings**. 3. Find and enable the **Commercial Invoice** option. 4. Save your settings and try printing the shipping documents again. This will ensure that commercial invoices and other customs documents are generated and printed along with your UPS labels for international shipments.

Why are app-calculated UPS and FedEx shipping rates not showing at checkout after installation and configuration?

To display calculated shipping rates from apps like PluginHive at checkout alongside Shopify-calculated rates, the Shopify store must have the “Carrier Calculated Shipping” feature activated. This is a Shopify restriction for showing third-party carrier rates at checkout. If this feature is not active on your store, app-calculated rates, including UPS and FedEx rates, will not appear to customers at checkout. To resolve this: 1. Confirm that you have upgraded your Shopify plan to one that supports Carrier Calculated Shipping, such as Shopify Advanced or higher. 2. Contact Shopify support directly to request activation of the Carrier Calculated Shipping feature on your store. 3. Once activated, app-calculated rates from UPS, FedEx, and other carriers will be displayed at checkout. Note: Even without this feature enabled, you can still use the app for generating shipping labels and sending live tracking updates to customers.

Why are additional items purchased through the post-purchase upsell tool Loox not appearing in PluginHive orders, and how can I update the orders in PluginHive to include these items?

When an order is first created in Shopify and is in an unfulfilled status, it is imported into PluginHive immediately. However, if additional products are added to the order after it has already been imported into PluginHive (such as through a post-purchase upsell like Loox), these changes are not automatically updated. To update the order in PluginHive with the newly added items, follow these steps: 1. Locate the specific order in the PluginHive app that was updated post-purchase. 2. Next to the order number, look for a “Refresh” icon (a refresh logo). 3. Click the Refresh icon to check for changes made to the order in Shopify. 4. Review the updated order details reflecting the additional items. 5. Click “Confirm” to update the order in PluginHive with the new information. This process ensures that any changes made to an order after its initial import are reflected correctly within PluginHive. Verify this method with new orders that are in processing status to confirm proper functionality.

Why am I unable to use UPS Standard or UPS Saver services for a specific shipment in the PH MultiCarrier Shipping Label app?

The unavailability of UPS Standard or UPS Saver for a shipment usually reflects the actual services returned by UPS for that shipment destination and parameters. If those services do not appear on the official UPS website for the same shipment details, they will also be unavailable in the app. To verify this, log into your UPS account on the UPS website, enter the shipment information, and check which services are offered. The app relies on UPS’s live service availability, so if these services aren’t returned by UPS for that shipment, they cannot be selected within the app.

Why am I unable to select UPS as a shipping carrier in the PluginHive app?

If UPS is not appearing as a selectable shipping carrier, consider the following: 1. Verify that UPS is enabled and configured properly in the PluginHive app settings. Go to Settings > Carriers/Shipping Providers and check UPS is active with valid credentials. 2. Ensure your PluginHive subscription plan supports UPS services. Some plans may restrict carrier options. 3. Check if your shipping origin and destination locations are supported by UPS under your account configuration. 4. If you recently added UPS credentials, log out and back into the app or refresh the app interface. 5. Contact PluginHive support for assistance to verify your UPS account linkage and settings if the problem persists.

Why am I unable to print a UPS shipping label for an order that does not include a customer phone number, and how can I resolve it?

UPS shipping label generation requires a valid phone number in the shipment details due to UPS API requirements. To resolve this: 1. Make the phone number field mandatory during your store’s checkout process so customers are required to provide their phone numbers when placing orders. This setting can typically be enforced by customizing your checkout fields or through app settings. 2. For existing orders without a customer phone number, you can edit the shipment details before labeling by manually adding a contact phone number (e.g., your store’s phone number) in the shipment info. 3. After updating the phone number, resync the order with the PluginHive app to refresh shipment data. 4. Once updated, you should be able to generate and print the shipping label successfully. 5. Regularly monitor orders and ensure contact phone numbers are present to avoid label processing issues.

Why am I unable to print a UPS manifest for my orders in PluginHive?

UPS manifest printing is not mandatory for processing shipments, and UPS does not provide manifest data through their API. However, PluginHive allows you to print an app-generated manifest by following these steps: 1. Navigate to the app’s Orders section. 2. Select the order for which a shipping label has been created. 3. Mark that order as fulfilled. 4. After marking orders fulfilled, go to the app’s Manifest section. 5. Click on the “Print Manifest” option to print the app-generated manifest. This process enables you to generate and print a manifest directly from the PluginHive app, independent of UPS API limitations.

Why am I unable to print a UPS Carrier Manifest in the app, and how should I handle manifests for UPS shipments?

UPS does not provide a Carrier Manifest, which is why UPS does not appear as an option when trying to print manifests in the app. Therefore, it is not possible or necessary to generate a UPS manifest through the app. Since UPS shipments do not require a manifest, you can proceed without one. If you need to provide a summary to the driver, consider creating a manual summary report outside the app based on your shipment details.

Why am I unable to generate UPS shipping labels with adult signature despite setting ‘Delivery Confirmation’ to TRUE in the CSV?

The UPS adult signature option requires two specific configurations in the CSV or app settings: 1. The **Delivery Confirmation** column must be set to `TRUE`. 2. The **Signature Required** option/column must also be updated accordingly (e.g., set to `ADULT_SIGNATURE_CONFIRMATION`). If only the Delivery Confirmation is set to TRUE but the Signature Required option is missing or incorrectly set, you will encounter UPS errors when generating labels. Make sure both settings are correctly configured for each product requiring adult signature.

Why am I unable to generate UPS shipping labels using the PH MultiCarrier Shipping Label app, and how can I resolve the “service unavailable” error for UPS shipping rates?

The “service unavailable” error for UPS shipping rates typically occurs when the UPS account connection is disrupted or not properly authenticated. To resolve this issue, follow these steps: 1. Reconnect your UPS shipping account within the PluginHive MultiCarrier Shipping Label app to re-establish a secure connection. 2. After reconnection, reprocess any bulk orders that failed previously to update the shipping rates and label generation. 3. Attempt to generate shipping labels for individual orders to confirm that the UPS rates are now available and labels are generated successfully. 4. If the error persists, verify your UPS account credentials and service availability directly with UPS, then reconnect again. This process was effectively used to reprocess 300 orders after reconnecting the account, which restored full functionality for generating UPS labels.

Why am I unable to generate a COD UPS label for an order shipped to Greece, when I could generate COD labels for other orders before?

The ability to ship COD with UPS depends on origin and destination availability and UPS policies. In this case, UPS does not support COD service for shipments to the specified Greece address, which causes the error: “Package Level COD is not valid for the shipment origin and/or destination.” To address this: 1. Confirm with your UPS Account Representative whether COD shipping is available for that specific Greece address. 2. Attempt to generate a COD shipping label directly via your UPS account on ups.com to verify if COD shipments are allowed for that destination. 3. If COD is not supported, you will need to use prepaid shipping labels or alternative shipping/payment methods for that order.

Why am I unable to create UPS shipping labels in PluginHive MultiCarrier Shipping, and how can I fix the error “The Shipper’s shipper number cannot be used for the shipment”?

This error typically occurs when the UPS account number configured in PluginHive does not match your actual UPS account number. To resolve this issue: 1. Verify the UPS account number currently connected in PluginHive under Settings > Carriers. 2. If the connected account number (e.g., FG 0616. is incorrect or outdated, remove duplicate or incorrect UPS account entries from PluginHive. 3. Reconnect your correct UPS account number (e.g., 9R 2088. in the app under Settings > Carriers. 4. After reconnecting the correct UPS account, update the shipping rules if necessary. 5. Attempt to generate the UPS shipping label again. Following these steps ensures that the shipment uses the correct shipper number, allowing labels to be created successfully.

Why am I unable to create a shipping label for my order when selecting UPS Ground, and how can I resolve the issue?

The inability to create a shipping label and the rejection of the selected UPS Ground service typically occurs if there is an invalid or incorrect shipping address, especially the postal zip code. To resolve this: 1. Verify the shipping address entered for the order, paying close attention to the zip code. 2. Cross-check the zip code against a reliable source (such as the official USPS or Google Maps) to ensure it corresponds correctly to the street address and city. 3. Correct any discrepancies in the zip code or address fields. 4. Once the address is corrected, the shipping service rates will be retrieved successfully. 5. You can then select UPS Ground or any other valid shipping service and generate the shipping label without rejection errors. In the example case, correcting the zip code from an incorrect 92118 to the valid 91911 for “2240 Main St. Chula Vista” resolved the error and allowed label creation.

Why am I unable to create a carrier manifest for an order shipped via UPS, and how should I proceed?

When shipping orders using the UPS carrier with UPS Standard service, creating a carrier manifest is not required. UPS does not require a manifest for shipments through their standard services. Therefore, you can proceed directly with the shipment without generating a manifest. If you experience any issues with the shipment process itself, ensure that the order details and shipping information are correctly entered, but creating a manifest specifically is not needed for UPS.

Why am I unable to connect my UPS account to PluginHive, and how can I resolve this issue?

If you are on the $9 Basic plan, you can connect only one shipping carrier account. To connect multiple accounts, including your UPS account, you need to upgrade to the $19 Starter plan or a higher plan. To upgrade your plan: 1. Log in to the PluginHive app. 2. Navigate to **Accounts** > **Manage Subscription**. 3. Click on **Change Subscription**. 4. Select the $19 Starter plan or a higher plan. 5. Approve the charges to complete the upgrade. After upgrading, you will be able to connect and use multiple shipping carrier accounts for processing shipments. If you face any difficulties during this process, you can contact support for further assistance.

Why am I unable to connect my UPS account on the PluginHive app and see a “failed to initiate registration” message when trying to log in on multiple browsers?

The PluginHive Starter plan ($19 tier) allows connecting a maximum of two shipping carrier accounts. If you have already connected FedEx and EasyPost, you have reached this limit, which prevents adding UPS or any other additional carriers. To connect more than two shipping carrier accounts, you need to upgrade your subscription to the Popular plan ($ 29. or higher. You can upgrade your plan by navigating in the app to: 1. App -> Accounts -> Manage Subscription -> Change Subscription After upgrading, you can connect the UPS account successfully.

Why am I unable to add packaging for UPS, and why does the checkout show “no service available” when I try to get UPS shipping rates including SurePost and Ground?

The issue often occurs when the package type is incorrectly set in the Carrier Settings for UPS. For UPS packaging, ensure you select **Custom Packaging** rather than predefined options like “UPS Letter.” Incorrect package types can cause rates not to display. After changing the package type to Custom Packaging, UPS Ground and SurePost rates should appear at checkout. Additionally, verify that your shipping market is set correctly, as restricting the market (e.g., to the US only) impacts available rates.

Why am I seeing the error message “User Number combination is not qualified to receive negotiated rates” when trying to use my new UPS account in PluginHive?

This error typically occurs because your new UPS account has not been set up or verified correctly for negotiated rates within UPS. To resolve this: 1. Confirm that you have entered the correct UPS Account Number and Login User credentials in the PluginHive carrier settings. 2. Ensure your UPS account is properly configured with UPS to receive negotiated rates. This may require verifying your account details directly on ups.com or contacting UPS support to enable negotiated rates for your account number. 3. If needed, provide the UPS Account Login User Password to PluginHive support for further assistance in authentication. Once these details are correctly set up, the negotiated rates should be accessible through the app.

Why am I seeing a shipping error that says shipping is not available in our area on our site using UPS rates?

This error occurs because the UPS account integration is not connected via the required OAuth method. The UPS integration has migrated to use the REST API with OAuth registration, and the old integration method is no longer supported. To fix this issue, you need to reconnect your UPS account in PluginHive using the new integration method with your UPS.com login credentials and account number. Steps to reconnect: 1. Navigate to the PluginHive app. 2. Go to Settings → Add Carrier. 3. Select UPS from the carrier options. 4. Log in using your UPS account number, username, and password. 5. Save the connection. 6. After reconnecting, place a test order to verify if UPS shipping rates display correctly.

Why am I receiving the “Invalid Authentication Information” error and not getting SurePost quotes from the PluginHive app with my UPS account?

The “Invalid Authentication Information” error typically indicates that the UPS account credentials used in the PluginHive app are no longer valid or cannot be authenticated. To resolve this issue, follow these steps: 1. Log in directly to your UPS account at ups.com to verify that your username, password, and other credentials are correct and active. 2. Check if you have recently changed your UPS account password or any other login details. If so, update these credentials accordingly within the PluginHive app. 3. Ensure that your UPS account has the Rating API enabled, as the app requires this permission to retrieve SurePost quotes. 4. After confirming the credentials and API permissions, re-enter or reconnect your UPS account details in the PluginHive app to refresh the authentication. 5. Test the app again to see if SurePost quotes are now being displayed without error. If the credentials are correct and the Rating API is enabled but the error persists, consider contacting UPS support to verify that your account is authorized for API access and has no restrictions affecting authentication.

Why am I receiving extra fees for missing PLD (Package Level Detail) information on packages shipped through UPS Denmark using PluginHive Multicarrier, and how can I resolve this issue?

The missing PLD fees occur because the required package-level detail information is not correctly passed to UPS in the shipping label request. This can trigger extra charges from UPS, as they require specific PLD info for packages shipped via their Denmark account. To resolve this: 1. PluginHive initiated an investigation by reviewing your order shipment requests and UPS invoices detailing the extra charges. 2. Based on feedback from UPS, PluginHive enhanced their app to correctly pass the necessary package detail data to UPS as per UPS’s guidelines. 3. As a merchant, you should now generate new shipping labels for your orders using the updated PluginHive app version. These new labels will contain the corrected PLD information to prevent future missing PLD fees. 4. If you continue to see missing PLD fees, contact PluginHive support with the specific order numbers and invoice details so they can investigate further.

Why am I receiving errors like “Unable to retrieve rates for a PO Box destination address” with FedEx and UPS when creating shipping labels?

FedEx and UPS do not support shipments to PO Box destination addresses, which causes these carriers to return rate errors or fail to generate shipping labels. To resolve this: – Avoid using PO Box addresses as shipment destinations for FedEx and UPS shipments. – Use USPS or other carriers that support PO Box deliveries for such addresses. – Ensure the destination address fields do not contain PO Boxes when selecting FedEx or UPS as carriers.

Why am I only seeing USPS shipping rates at checkout and not UPS rates after recent changes in PluginHive?

The reason only USPS rates are visible at checkout is that the UPS rate automation rule in the PluginHive app was temporarily disabled. This was done to isolate and address an issue specifically related to UPS rates not displaying properly. As a result, only USPS (via Stamps.com) rates are currently shown to customers as a temporary workaround. To restore UPS rates alongside USPS rates, the PluginHive team is actively investigating and working on a fix. Meanwhile, customers can place orders using the USPS rates shown, but the UPS rates will return once the issue is resolved.

Why am I only seeing UPS rates and not FedEx rates in the carrier selection automation quotes, and how can I fix this?

FedEx rates may not appear due to how Shipping Zones are configured in your FICP automation rule. Specifically: 1. If you have added multiple shipping zones within a single criteria, the app treats all zones as needing to match simultaneously, which blocks FedEx rates from showing. 2. To fix this, create a single Shipping Zone that includes all the countries requiring FedEx services. 3. Use this unified zone in your automation rule rather than multiple zones. 4. Save and reprocess the order, and then FedEx rates should be visible alongside UPS rates.

Why am I not seeing UPS shipping options for the 27″ version of the Eagle Ornament product during checkout, and only seeing FedEx from the PH Ship Rate app, despite having PH Multicarrier configured to support UPS?

This issue occurs because the shipping dimensions assigned to the product in the app (13x23x18 inches) cause the system to select the FedEx Standard Freight Box for packaging. The Freight Box dimensions (46.62×37.69×38 inches) result in a girth of 198 inches, which exceeds UPS’s maximum allowed girth of 157 inches for small packages. Consequently, UPS cannot provide rates and returns an error “maximum size total constraints for package.” To resolve this: 1. Go to the PH Ship Rate app’s dashboard. 2. Navigate to **App Settings -> Shipping -> Packaging**. 3. Add a new packaging box suitable to hold the product within UPS size constraints (girth ≤ 157 inches), ensuring the box dimensions accommodate the product properly. 4. Save the new packaging configuration. 5. Attempt the checkout process again to see UPS shipping options appear. This should enable UPS rates to be calculated correctly for the product. If issues persist, confirm that the new packaging dimensions align with UPS size limits and notify support if further assistance is needed.

Why am I not seeing the correct UPS shipping rates from the PluginHive app, and how can I fix this issue?

When UPS shipping rates appear incorrect or cheaper than expected in the PluginHive app, the issue often lies in the app’s Rate Automation settings or packaging configuration. To resolve this: 1. Verify that the Rate Automation rule is enabled in the PluginHive dashboard. This allows the app to fetch real-time, accurate UPS rates. 2. Review and update your packaging setup in the app to ensure package dimensions and weights correspond correctly to your products. Incorrect packaging configuration can affect rate calculation. 3. After making these changes, test the rates again by adding products to your cart in your store’s checkout. 4. Simultaneously, compare these rates with UPS rates directly on ups.com using the same shipment details. 5. Confirm that the shipping rates now match between your store and UPS. If the rates still don’t align, collect screenshots of both your checkout rates and the UPS rates with full details visible, and share them with PluginHive support for further diagnosis.

Why am I not seeing the “Select Cheapest Carrier Service” option in the Rates Automation action dropdown after upgrading to the Professional Plan and connecting UPS in live mode?

The “Select Cheapest Carrier Service” option is not currently enabled on your store because the Carrier Calculated Shipping feature from Shopify is not activated. This Shopify feature is required to display calculated shipping rates from apps like PluginHive at checkout. Without it, while you cannot display live carrier-calculated shipping rates to customers, you can still use the PluginHive app to generate shipping labels and send live tracking updates. To enable this feature: 1. Contact Shopify support to activate Carrier Calculated Shipping on your store. 2. Once enabled, the app will allow you to use automated rate selection like “Select Cheapest Carrier Service.” Until then, you can configure services manually in automation and shipping settings.

Why am I not seeing live UPS shipping rates at checkout despite having a UPS account set up?

To ensure live UPS rates appear at checkout via PluginHive, you must provide PluginHive’s support team with Collaborator Access to your Shopify store, specifically including permission to “Shipping and Delivery Settings.” Without access to these settings, the app cannot verify or apply shipping zones and rate configurations. Also, verify that the “Future Services” option is enabled under the app’s shipping zone settings; this option ensures that any changes or new shipping services you add are automatically reflected and rates will appear correctly at checkout.

Why am I not seeing any shipping rates on checkout despite setting up UPS services in PluginHive?

Shipping rates will not appear on your Shopify store’s checkout if the Carrier Calculated Shipping feature is not enabled. This Shopify feature allows third-party apps like PluginHive to display live, carrier-calculated shipping rates. To resolve this: 1. Contact Shopify support to have Carrier Calculated Shipping enabled on your store. 2. Ensure your PluginHive subscription plan is at least Starter or higher, as this is required to show rates at checkout. 3. After enabling the feature, configure your automation rules and packaging settings accordingly within PluginHive to provide correct live shipping rates. Without this Shopify feature, you can still generate shipping labels and send tracking updates via PluginHive, but live rates won’t show at checkout.

Why am I not receiving UPS shipping rates and seeing an “Authentication Failure” error in PluginHive MultiCarrier Shipping?

The “Authentication Failure” error for UPS rates typically happens when the UPS account credentials (login username or password) have been changed or are outdated. To fix this: 1. Log into your PluginHive app. 2. Navigate to **App > Settings > Carriers**. 3. Select **Add Carrier**, then choose **UPS**. 4. Verify and re-enter your correct UPS account username and password. 5. Save the settings and try placing an order again. This will re-authenticate your UPS account and restore the shipping rate retrieval.

Why am I not getting UPS SurePost shipping rates from the PluginHive app even though my account shows as connected and in live mode?

This issue can occur even if your UPS account appears connected because the app requires correct setup of rate automation rules and possibly removal of conflicting rate sources. To resolve it: 1. Reconnect your UPS account in the PluginHive app. 2. Update the app’s rate automation rules: remove any existing UPS service selections and add only the UPS SurePost services to limit displayed rates to SurePost only. 3. Refresh the shipping address details at checkout (e.g., modify the first or last name field) to trigger rate recalculation. 4. Ensure Shopify’s own UPS rates are disabled to avoid conflicting rate displays. Following these steps properly should make SurePost rates appear at checkout.

Why am I getting the error “Shipping not available. Your order cannot be shipped to the selected address” at checkout when using the PHP Multi Carrier Shipping app, despite having correct shipping zones, product weights, origin address, and UPS services selected?

This error can occur if the shipping app cannot retrieve valid shipping rates for the order during checkout. Key points to verify and troubleshoot include: 1. Ensure that products are in stock and visible for the shipping origin and destination (e.g., United States). Sometimes stock availability or location selection affects rate visibility. 2. Confirm that your UPS account settings align with the shipping services selected. For example, if your UPS account has Saturday Delivery enabled, the UPS Ground service will not return rates because UPS Ground does not support Saturday Delivery. 3. Use the UPS.com rate calculator to test rates by enabling or disabling Saturday Delivery and check which services are returned. 4. Try re-adding the app under Shopify’s Shipping and Delivery settings to refresh shipping rate synchronization. 5. If specific UPS services like UPS Ground are missing, review your UPS account features and the app’s selected shipping services to ensure compatibility. 6. After making changes, test at checkout again to verify that shipping rates appear correctly.

Why am I getting failure notifications for my UPS account 9750F5 on the Multicarrier App while my other UPS account works fine?

The failure notifications for the UPS account 9750F5 are caused by the error “Missing or Invalid Shipper Number.” This error typically means that the UPS account is not connected to the app using the correct profile settings. To resolve this issue, you need to: 1. Verify that the UPS account 9750F5 is correctly linked with the associated profile in the Multicarrier App. 2. Reconnect or update the account credentials and profile settings to ensure the correct shipper number is included. 3. If you need assistance with reconnecting the UPS account or updating the profile, you can book a support appointment via the provided scheduling link to get guided help in fixing this issue.

When does the error message “User number combination is not eligible for negotiated rates” appear in PluginHive UPS integration?

This error message typically appears when your UPS account is not correctly connected with the PluginHive app. Specifically, it means that the account number and user credentials you entered are incorrect or not properly linked. To resolve this: 1. Verify that the UPS Account Number and User credentials entered in PluginHive match those in your UPS account. 2. Ensure your UPS account is correctly integrated with the app. 3. If issues persist, consider scheduling a support session (e.g., via Zoom) for detailed troubleshooting.

When a customer does not provide their phone number, PluginHive will not allow processing a UPS label using a dedicated account, but Shopify allows it. Is there an override for the phone number requirement in PluginHive?

PluginHive enforces carrier requirements, and UPS typically mandates a recipient phone number for shipping labels to ensure delivery and compliance with shipping regulations. Because of this: 1. PluginHive’s validation will block label creation if the phone number field is empty to avoid shipment errors or carrier rejection. 2. There is no default override in PluginHive to bypass the phone number requirement for UPS labels because it adheres to UPS rules. To handle situations where the customer does not provide a phone number: – Encourage collection of a phone number during checkout, as carriers require it. – Use a default or placeholder phone number if policy permits (check with UPS if acceptable). – Alternatively, use Shopify’s native label printing in such exceptional cases, but be mindful of possible carrier shipment issues later. For further clarification or custom solutions, contact PluginHive support for tailored advice based on your UPS account settings.

What UPS shipping services are available in PluginHive if UPS Express Saver is not listed?

If UPS Express Saver does not appear among the available services, you can use UPS Next Day Air Saver, which offers next-day delivery similar to Express Saver. Since both services generally deliver in one day, choosing Next Day Air Saver is an appropriate alternative within the app. Ensure you select this service when setting up your shipping rules to meet your delivery timeline requirements.

What troubleshooting steps can I take if UPS shipping rates are not showing despite reconnecting the UPS account?

If UPS shipping rates fail to appear despite reconnecting your UPS account, follow these steps: 1. Check if the Negotiated Rates option is enabled; if yes, try disabling it temporarily to see if rates calculate properly without it. 2. Review your automation rules settings to ensure all UPS services are selected. Even if the services are selected, the failure may persist if Negotiated Rates cause an error. 3. Confirm your UPS account status is active and not restricted or suspended. 4. Contact UPS support to verify if there are any account-specific issues or required permissions affecting rate calculation. 5. Monitor the rates after disabling Negotiated Rates and share any error screenshots or details with UPS if problems continue. 6. Keep your PluginHive support team updated with the steps taken and any findings for further assistance.

What troubleshooting steps can I take if UPS shipping options are not showing in the cart, but Canada Post options are showing?

If UPS shipping rules are not displaying properly: 1. Verify that your UPS account is registered with the new UPS OAuth process, as older registrations are no longer supported by UPS and may prevent rates from appearing. 2. Confirm your UPS automation rules are correctly set up with unique rule names, price conditions, and correct carrier services. 3. Test your store rates in the PluginHive app by clearing your browser cache and testing the cart in Incognito mode to rule out caching issues. 4. Confirm that the Shopify Shipping & Delivery permissions granted to PluginHive support are enabled, ensuring they can assist effectively. 5. If problems persist, consider scheduling a Zoom session with PluginHive support for hands-on troubleshooting. These steps help ensure UPS rates are calculated and displayed correctly alongside other carriers.

What steps should I take if UPS shipping rates are not showing correctly for Canada, or if incorrect high rates appear?

To troubleshoot incorrect or missing UPS rates for shipping to Canada, follow these guidelines: 1. Confirm that the shipping courier (UPS) is enabled and configured correctly for the Canada shipping zone in your settings. 2. Verify that product details and shipping weight/dimensions are accurately set, as incorrect product data can cause erroneous rate calculations. 3. Test the checkout process by entering a valid Canadian shipping address and note any discrepancies in the rates shown. 4. Review any custom shipping rules or carrier restrictions that might incorrectly influence the rates. 5. Check if products involved in the transaction are actually visible and sellable on the storefront, as hidden or unpublished products will not calculate shipping correctly. 6. If rate discrepancies persist, share checkout screenshots showing the issue and grant temporary store access to the PluginHive support team to conduct a detailed review and fix configuration issues.

What steps should I take if I want to switch my UPS shipping label format to PDF for easier printing in the PluginHive app after having issues with ZPL labels?

To switch UPS shipping labels to PDF format for easier printing: 1. Cancel fulfillment of the orders in Shopify that have already been processed with ZPL labels (if those labels cannot be printed). 2. Cancel the UPS labels associated with these orders in your UPS online portal. 3. Notify PluginHive support so they can clear the existing ZPL labels from these orders in the app. 4. Update your label format to **PDF** by navigating to **Settings > Carriers > UPS > Other Details** in the PluginHive app and selecting **PDF** as the image type. 5. Generate shipping labels for those orders again in PluginHive; now labels will be created in PDF format, allowing you to print directly from your browser or preferred PDF viewer. 6. For future orders, labels will automatically be generated in PDF format. 7. If you face difficulties during the process, schedule a support call with PluginHive for hands-on assistance.

What steps should I follow if I notice an order in PluginHive missing upsell products after it has already been fulfilled?

Once an order is marked as fulfilled in PluginHive, product updates and syncs are restricted. To address such cases: 1. Review the original order to confirm if post-purchase upsell products were added after order creation, causing missing items in PluginHive. 2. Since fulfilled orders cannot be updated, create a separate unfulfilled test order with the same upsell workflow to reproduce the issue. 3. Ensure the Order Modification or Order Refresh feature is enabled for your store to troubleshoot on new orders. 4. Use test order visibility and label generation results to understand if the syncing works as expected for unfulfilled orders. 5. Share test order details with PluginHive support for further investigation or guidance.

What should I prepare before joining a Zoom support call with PluginHive to resolve UPS account and label issues?

Prepare the following before your Zoom call to ensure a smooth troubleshooting session: 1. Ensure you have a system with a working microphone for audio communication. 2. Have permissions enabled for screen sharing to allow the support specialist to guide you through settings if needed. 3. Have access to your UPS account credentials and PluginHive dashboard. 4. Be ready with details of any error messages or issues experienced during label generation. 5. Join the call promptly at the scheduled time because calls are typically limited to 30 minutes and delays or extensions may not be accommodated.

What should I prepare before a support session focusing on UPS account issues in PluginHive?

Before joining a PluginHive support session related to UPS account integration, ensure the following: 1. Have a stable internet connection and access to the system where the PluginHive app is installed. 2. Ensure your computer has a working microphone and permissions enabled for screen sharing if needed. 3. Have your UPS account login details ready (but do not share passwords over email or chat). 4. Be available for the scheduled time slot and join the assigned Zoom meeting promptly. 5. Prepare any specific error messages or problematic order numbers (e.g., order# 28301 with the error “Invalid Access License Number”) to share during the session. Following these steps will help make the troubleshooting session efficient and effective.

What should I do if UPS support does not assist with the “Invalid Destination” error for shipping addresses?

If UPS support does not provide assistance resolving “Invalid Destination” errors, you can take the following steps: 1. Experiment with slight changes in the address entry within the PluginHive app, as many users have resolved such errors by adjusting how the address is input. 2. Review previously successful address formats used in your PluginHive app for similar destinations and replicate those formats. 3. Document these address variations and test each within PluginHive to identify one that UPS rates successfully. 4. If needed, escalate the issue by providing UPS with detailed XML request and response logs from the PluginHive app to highlight the error specifics. 5. If UPS still cannot validate the address, process the shipment directly on the UPS platform outside of the PluginHive app to avoid delays.

What should I do if UPS shows an error saying “Non-serviceable area. location does not have pickup service available” when trying to schedule a pickup?

If you encounter this error, follow these steps: 1. Verify the pickup address you have entered in the order to ensure it is correct and complete. 2. Contact UPS customer service or check their service availability tools to confirm whether the address falls within a UPS pickup serviceable area. 3. If UPS confirms the area is non-serviceable for pickup, you will need to either provide an alternative serviceable pickup address or arrange for the shipment to be dropped off at a UPS location. 4. After confirming a serviceable address, update the shipping details in your order system and attempt to schedule the pickup again. 5. If issues persist, review the request and response logs in your PluginHive integration to identify any possible data transmission errors and share these details with UPS support for further assistance.

What should I do if UPS shipping rates do not show at checkout after upgrading Shopify plan and PluginHive app subscription?

If UPS rates do not show: 1. Confirm with Shopify support that the Carrier Calculated Rates feature is fully enabled on your store. 2. Double-check that your PluginHive app subscription is at least the Starter Plan. 3. Verify that your UPS account is connected and active within the PluginHive app. 4. Ensure that the desired UPS shipping services are enabled in the app settings. 5. Clear your Shopify store cache or test in a private browser session to avoid caching issues. 6. If the problem persists, schedule a support call with PluginHive for in-depth troubleshooting and setup assistance.

What should I do if UPS shipping rates are not showing up when I try to generate a label in the app?

If UPS rates are not appearing when generating labels, first check the label generation page and confirm the issue visually (screenshots can help identify the problem). Steps to diagnose and resolve: 1. Ensure your UPS account is properly connected and authenticated within the app. 2. Verify that the shipment details (origin, destination, package weight, and dimensions) are correct and complete. Incomplete or incorrect details can prevent rate retrieval. 3. Confirm that the packaging method and product dimensions are properly set up in the app (refer to switching to Box Packaging and updating product dimensions as needed). 4. Clear your browser cache or try a different browser to rule out UI loading issues. 5. If after checking these points UPS rates still do not appear, capture and share a screenshot of the label generation page showing the missing rates for further diagnosis. This approach helps identify configuration or data issues that often cause UPS rates to fail loading during label creation.

What should I do if UPS shipping rates are not showing up or returning an “invalid authentication” message in the PluginHive app?

If UPS shipping rates fail to show up and you receive an “invalid authentication” message, take the following steps: 1. Verify your UPS account credentials (Account Number, Access Key, Username, and Password) used in the PluginHive app are correct and up-to-date. 2. Update the credentials in the PluginHive app under the UPS account configuration section. 3. Save the changes and perform a test rate calculation to confirm if UPS rates are now fetched successfully. 4. If issues persist, contact UPS support to confirm your account status and credentials or refer to PluginHive support for further troubleshooting.

What should I do if UPS shipping rates are not showing correctly due to service changes within the PluginHive app?

If UPS shipping rates are not displaying correctly, check the following in the PluginHive app: 1. Go to **Settings > Carriers > UPS** (or the carrier section relevant to your UPS integration). 2. Look under **Other Details** or similar settings for any options related to specific UPS services, such as “Freight Rates and Shipment.” 3. If the “Freight Rates and Shipment” option is enabled, disable it because UPS has discontinued TForce services, which could interfere with rate calculations. 4. Save the changes and then test checkout rates again in your store to confirm that UPS rates appear correctly. If issues persist after this adjustment, contact PluginHive support for further troubleshooting.

What should I do if UPS orders still do not appear in the PluginHive app after collaborator access is granted?

If UPS orders are missing after granting collaborator access, take the following steps: 1. Review and update your automation rules in the PluginHive app to ensure they correctly target UPS shipping methods and the assigned shipping zone configured in Shopify. 2. Confirm that the shipping method rules correspond exactly with the UPS services integrated through PluginHive, avoiding any discrepancies in naming or zones. 3. After updating rules, run a manual sync or import to force the app to fetch recent orders. 4. Monitor the “all orders” page to confirm that previously missing UPS orders now appear. 5. If the issue persists, contact PluginHive support with details of your automation rules and order examples for further assistance.

What should I do if UPS labels created via the PluginHive app do not get delivered on Saturday, although labels created on ups.de do?

This typically indicates the app may be using a different UPS service level or the Saturday Delivery option is not properly applied. Steps to troubleshoot: 1. Confirm you are generating labels with UPS Express (not UPS Express 12: 00. in the app, as Saturday Delivery applies only to UPS Express. 2. Generate a test label in the app before Saturday using the UPS Express service with Saturday Delivery enabled. 3. Verify automation rules and carrier service settings enable Saturday Delivery for UPS Express. 4. If labels generated in the app still do not deliver on Saturday, share order details or labels with support for further investigation.

What should I do if UPS Ground Saver service is not enabled on my UPS account according to PluginHive app error messages?

If you receive an error indicating your UPS account is not enabled for UPS Ground Saver when using the PluginHive app: 1. Obtain the exact error message and any XML response details from the PluginHive app or support. 2. Contact UPS customer support using your UPS account number and share these details. 3. Request activation of UPS Ground Saver (UPS SurePost) service on your account. This is necessary because UPS Ground Saver is restricted to accounts authorized by UPS. 4. After receiving confirmation that UPS has enabled this service, try again to fetch shipping rates via PluginHive. 5. If issues persist, share updated information with PluginHive support for further assistance. This is an essential step as shipping services availability depends on the UPS account configuration.

What should I do if the system does not show UPS Standard rates for a valid shipping lane like Denmark to France?

If UPS Standard rates do not appear automatically for a valid lane, here is what you can do: 1. Confirm that the UPS account details and country of origin are correctly set (e.g., Denmark, not US). 2. Review the shipping automation setup to ensure UPS Standard service is included and prioritized for that lane. 3. Verify the carrier’s rate data to ensure UPS Standard is available for shipments from Denmark to France, as sometimes service offerings can change. 4. Manually select UPS Standard for existing orders if immediate processing is required. 5. Update and save automation rules to reflect these configurations to enable future orders to pick UPS Standard automatically. 6. Contact UPS support to verify any changes in available services if the problem persists despite correct configurations. This approach addresses potential configuration misalignments and helps maintain smooth automatic selection of UPS Standard shipping.

What should I do if the shipping rates shown at checkout do not match the rates displayed in my UPS and DHL Express accounts when checked manually?

To resolve discrepancies between checkout shipping rates and those shown on your UPS and DHL Express accounts, follow these steps: 1. Capture a clear screenshot from your store’s checkout page for the specific transaction. Ensure the screenshot includes product details, shipping address, and the shipping rates displayed. 2. Capture a screenshot from your UPS or DHL Express account for the same shipment. This screenshot should clearly show the origin and destination addresses, package details including weight and dimensions, any special services enabled, and the shipping rates charged. 3. Provide these screenshots and detailed transaction information to PluginHive support through the appropriate support channel. 4. Verify that the package dimensions, weights, and declared services exactly match between your store checkout and the carrier portal. Differences here can cause inconsistencies. 5. Confirm that any negotiated rates, discounts, or special carrier account settings are properly configured in PluginHive. 6. PluginHive support will use your provided information to replicate the exact shipment scenario in their system and investigate the cause of the difference, enabling them to offer a precise resolution. Providing detailed, matching data to PluginHive support is critical for diagnosing the issue accurately and ensuring checkout reflects correct carrier rates.

What should I do if the shipping rates calculated by the app do not match UPS or FedEx website rates after verifying addresses?

If rate discrepancies persist after confirming ShipFrom and ShipTo addresses: 1. Double-check package weights and dimensions in your order details and ensure they are accurate and correctly passed to the app. 2. Review any weight rounding or dimensional overrides in PluginHive automation rules that could affect rate calculation. 3. Confirm your account credentials and integration settings with UPS and FedEx in PluginHive, making sure they have permission to fetch live rates. 4. Clear any cached or stored rate data in the app by refreshing the integration or disconnecting and reconnecting your carrier accounts. 5. If still unresolved, schedule a support call to allow expert troubleshooting and deeper review of your store’s configuration.

What should I do if the live shipping rates shown in the store checkout do not correspond with rates checked manually on the carrier’s website (e.g., UPS)?

To resolve discrepancies between checkout rates and carrier portal rates, follow these steps: 1. Collect detailed information on the transaction where the rates differ, including: – A screenshot from your store checkout showing the products, shipping address, shipping rates displayed, and any shipping options selected. – A screenshot from your carrier account (e.g., UPS) for the same shipment, showing origin and destination addresses, package details (weight and dimensions), any added services, and the rates charged. 2. Share these screenshots and details with PluginHive support. This allows them to reproduce the exact shipping scenario within the app and investigate why rates differ. 3. Verify that all package dimensions, weights, and declared services match exactly between the store checkout and the carrier portal. 4. Ensure the correct service levels and any negotiated rates or discounts are properly configured in your PluginHive settings. Providing this comprehensive information enables a thorough examination and faster resolution by PluginHive support.

What should I do if PluginHive support confirms they can generate a UPS label but I still face issues with other orders?

Once PluginHive support confirms label generation works for a specific order, you should: 1. Attempt generating UPS labels for other pending orders. 2. Monitor for any recurring errors during label generation. 3. If the issue appears again, escalate to PluginHive support providing order details for further assistance. 4. Regularly check your PluginHive app plan and store configuration to ensure compatibility and proper service functionality.

What should I do if Plugin Hive is not importing APC Logistics orders because another shipping app is enabled that also provides APC UPS shipping rates?

If another app besides Plugin Hive provides APC Logistics shipping rates during checkout, it can prevent Plugin Hive from importing or processing orders correctly. To fix this: 1. Review the **Shopify Admin > Settings > Shipping profiles > Shipping Zones** to identify multiple apps or solutions offering APC Logistics services. 2. Disable or delete the additional APC shipping app that overlaps with Plugin Hive. This prevents conflicts in rate calculation and order import. 3. After disabling the other app, verify that Plugin Hive is returning APC Logistics shipping rates at checkout. You can test this by placing a test order with a Canadian address where APC services apply. 4. If rates are not returned by Plugin Hive after disabling the other app, further troubleshooting or reconfiguration may be required. 5. Re-enable Plugin Hive as the sole provider for APC shipping rates to ensure orders are imported and processed accurately. This eliminates conflicts and ensures the Plugin Hive app can generate shipping labels for APC orders.

What should I do if my UPS account is not migrated to the new OAuth integration in PluginHive for my Shopify store?

If your UPS account is not yet re-authenticated with OAuth 2.0 in PluginHive, follow these steps: 1. Identify the Shopify store where the UPS account is not migrated (e.g., wine-to-deliver.myshopify.com). 2. Open the PluginHive Multi Carrier Shipping Label App in the store admin. 3. Disconnect or disable the current UPS connection if active. 4. Use the official PluginHive UPS Integration Guide here: https://www.pluginhive.com/knowledge-base/shopify-ups-shipping/#add-ups-account to connect your UPS account anew via OAuth 2. 0. 5. Complete the OAuth registration process as per the guide. 6. After successful connection, verify the account status in the app. 7. Request PluginHive support to update any automation rules so that the new integration is used going forward. 8. Test UPS shipping functions to confirm proper operation. If you require assistance during the migration, contact PluginHive support for help.

What should I do if my UPS account is not fully registered and I cannot complete the sign-up in PluginHive?

If your UPS account is not fully registered and you cannot finish signing up within the PluginHive app, please follow these steps: 1. Contact UPS directly to complete your account registration. 2. Once UPS confirms your account is fully registered and active, try connecting it again in the app using your account credentials. 3. After connection, if you face any difficulties or need further assistance with setup, notify the PluginHive support team here to arrange a quick call for help. This approach ensures that your UPS account information is valid and accepted by the PluginHive system for successful integration.

What should I do if my customers only see FedEx shipping options and not UPS in the PluginHive shipping app?

When UPS shipping options are not appearing and only FedEx is visible, it typically means your UPS account is not properly integrated due to authentication issues. To resolve this: 1. Verify if there is an API or authentication error reported related to UPS, such as “Invalid Access License number.” 2. Remove the existing UPS integration in your PluginHive settings because it is likely outdated. 3. Reconnect your UPS account using the new OAuth registration method provided by PluginHive, which ensures proper authentication and access to UPS rates. 4. After successful reconnection, UPS shipping options will become available again alongside FedEx options during checkout. If you require guided support, booking an appointment with PluginHive’s technical team can help you complete this update smoothly.

What should I do if my customer still sees an error that SurePost is not valid on their UPS account even after being notified that SurePost is live on the account?

If the error persists: 1. Double-check with UPS that the exact account number linked in PluginHive is fully activated for SurePost. 2. Make sure the correct UPS account number is entered inside PluginHive under carrier settings. 3. Verify that PluginHive’s Shopify app rates are added and activated in Shopify shipping settings. 4. Test the storefront checkout process to confirm rate retrieval. 5. If the problem continues, provide UPS support with rate request and response XML files for diagnosis. 6. Schedule a detailed support call with PluginHive if needed to troubleshoot account linkage or configuration issues. These FAQs provide clear, actionable guidance on UPS SurePost activation, setup, verification, and troubleshooting using PluginHive in conjunction with Shopify.

What should I do if I want to add the UPS carrier to my store and have not yet obtained a UPS account number?

To add UPS as a carrier, you first need to obtain an active UPS account number. Once you have your UPS account number: 1. Provide the UPS account details within the PluginHive Multi-Carrier Shipping Label settings in your store. 2. Configure your UPS shipping preferences such as services, packaging, and rates. If you haven’t obtained a UPS account yet, contact UPS directly to create an account. PluginHive support can assist you further once you have your UPS account number.

What should I do if I still see a UPS Ground service error or the service does not show up for different addresses using the PH MultiCarrier Shipping Label plugin?

If UPS Ground continues to show an error or does not appear for multiple destination addresses: 1. Double-check the package type setting as described earlier and make sure it’s set to “Custom Packaging” or a type supported by UPS Ground. 2. Verify all shipment details (origin address, destination address, package weight/dimensions) are accurate and consistent with UPS requirements. 3. Try recreating the shipment directly on UPS.com using the exact same details to confirm UPS offers Ground service for those addresses on the same shipment date. 4. If UPS.com confirms Ground service availability but the plugin fails, capture complete screenshots of UPS.com service options and plugin settings to share with support for investigation. 5. Contact PluginHive support with detailed logs and screenshots to diagnose any plugin or configuration issues causing the error.

What should I do if I notice pickups are not being triggered automatically even after setting up shipments in the PluginHive app?

If pickups are not being triggered automatically, follow these steps: 1. Verify that the pickup request has been manually raised in the PluginHive app following shipment creation. 2. Check the Pickup section within the app to confirm whether pickup requests (success or failure) are logged. 3. If no pickup request is present, select the order(s) and click “Request Pickup” manually. 4. Monitor the status to confirm if TNT has received the booking. 5. If issues persist despite these actions, contact PluginHive support for further investigation, including sharing relevant order details. Currently, the app does not automate pickup requests, so manual intervention is necessary to trigger courier collection.

What should I do if I have existing UPS orders with labels generated in ZPL format that I cannot print directly?

If you have existing orders with labels in ZPL format that you cannot print directly: 1. Understand that ZPL files cannot be printed directly from a standard browser or PDF viewer. Printing requires a ZPL-compatible printer or viewer. 2. You can convert ZPL files to PDF or PNG using an online tool like [https://labelary.com/viewer.html](https://labelary.com/viewer.html), but this process is manual and can be time-consuming for multiple labels. 3. If your printer supports ZPL, print labels directly using the printer’s native ZPL capabilities. Consult your printer’s manual or support team for setup instructions. 4. Alternatively, to avoid these issues in the future, switch your label format to **PNG or PDF** in the PluginHive app settings (see the previous FAQ for steps). 5. For the current batch of ZPL labels, consider canceling the fulfillment and UPS labels for those orders in Shopify and UPS portal, respectively. After informing PluginHive support: – They can clear the existing labels within the app. – Help you switch your image format to PDF or PNG. – Assist you in generating and printing new labels in the compatible format. 6. If needed, schedule a support call with PluginHive for guided assistance with this process.

What should I do if I do not have a UPS account to connect with the PluginHive app?

If you do not have a UPS account, you need to create one before integrating it with the PluginHive Multi-Carrier Shipping Label app. The process is: 1. Visit the official UPS website and register for a new UPS account. 2. After successfully creating your UPS account, collect your UPS account number and login credentials. 3. Use these credentials to connect your UPS account within the PluginHive app settings. 4. If you need assistance with onboarding after creating the UPS account, schedule a call with PluginHive support to complete the setup.

What should I do if I continue to face issues enabling UPS SurePost rates via Plugin Hive?

If UPS SurePost rates are still not showing despite following setup instructions: 1. Double-check the UPS account number input to ensure it is correct and corresponds to your actual UPS account. 2. Confirm that you have enabled and saved the SurePost rates option under Carrier Settings in Plugin Hive. 3. Verify that your UPS account has SurePost service enabled on UPS’s side. 4. If all settings are correct and issues persist, it is recommended to schedule a Zoom support session with the Plugin Hive team. They can guide you through the setup process step-by-step, verify configurations, and troubleshoot any integration challenges directly. Use the support scheduling link provided by Plugin Hive to book a session at a convenient time.

What should I do if I continue facing issues with COD UPS shipments and need assistance communicating with UPS?

If issues persist after verifying with your UPS representative: 1. Share your UPS Account Representative’s contact details with PluginHive support. 2. The support team can reach out to UPS on your behalf to investigate the specific restrictions or errors affecting your shipments. 3. Meanwhile, consider generating labels as prepaid in the app and finalizing payment arrangements separately with customers when UPS COD is not feasible.

What should I do if I changed my UPS account password and the app still shows the old UPS account or does not reflect the updated details?

If the app does not display your updated UPS account after a password change, you must remove the existing UPS account connection and add it anew with the correct credentials: 1. In the app, locate the UPS account settings or connected carriers section. 2. Remove or disconnect the old UPS account. 3. Add your UPS account again using the updated login details (username and updated password). 4. Save the changes and confirm that the app reflects the new UPS account. 5. Check that UPS rates authenticate successfully and appear for shipping.

What should I do if I cannot save my Rate Automation Rule when trying to exclude the USA zone for UPS or assign a carrier?

If the Rate Automation Rule does not save or reverts after editing the zone criteria: 1. Confirm that you have assigned a Carrier in the Automation Rule. Without assigning a carrier, the system will not save the rule properly. 2. After assigning the carrier, set or update the Shipping Zone criteria (e.g., UPS rule with Shipping Zone **Not Equal To** USA). 3. Save the rule again; it should now persist properly. If the issue persists, try refreshing the browser or contact support to verify if the rule can be updated from their end as a temporary solution.

What should I do if I cannot log into my UPS account to add it to PluginHive?

If you cannot log in to your UPS account: 1. Verify your UPS login credentials directly on the UPS website. 2. Reset your password through UPS if necessary. 3. Contact UPS support for any account or access issues. Once your UPS login is restored and credentials are confirmed, you can add the account into the PluginHive app.

What should I do if I am unable to generate shipping labels or label batches after fixing UPS shipping rates?

If you are unable to generate labels or label batches even after the UPS shipping rates issue is resolved, the following steps should be taken: 1. Report the issue to PluginHive support to ensure they can check the backend for any batch label loading problem. 2. PluginHive support will verify and resolve any internal issues related to label batch generation. 3. After the fix is applied by support, reload your app or label generation interface. 4. Attempt to generate labels or label batches again. 5. Confirm if the labels are successfully generated and accessible. If you continue to face difficulties, follow up with PluginHive support for further assistance.

What should I do if during UPS account integration with PluginHive, I receive the error “User Number combination is not qualified to receive negotiated rates”?

The error “User Number combination is not qualified to receive negotiated rates” indicates that the UPS user profile and account are not correctly linked or that negotiated rates are not authorized for the provided credentials. To address this: 1. Verify that the UPS User Number (login) is correctly linked to the primary UPS account number that has negotiated rates approved. 2. Contact UPS customer support or your account representative to confirm that the specific User ID you are using is authorized for negotiated rates and linked to the account profile. 3. If necessary, request UPS to link the User Number properly or add the user to the account profile with negotiated rate privileges. 4. After confirmation, disconnect and reconnect the UPS carrier connection in PluginHive using the corrected User Number and credentials via the OAuth integration at App > Settings > Carriers. 5. Retest shipping rates in Shopify to see if negotiated rates are now returned. 6. If the problem continues, share your UPS account login details with PluginHive support to assist in deeper troubleshooting and verification of settings.

What should I do if creating a UPS shipping label fails with the error “The Shipper’s shipper number cannot be used for the shipment”?

This error usually indicates that your UPS Account is not correctly connected within the app. To resolve this issue, you should: 1. Verify that your UPS Account credentials (including the shipper number) are correctly entered in the app. 2. If the connection seems incorrect or outdated, remove and re-add your UPS Account in the app. 3. For precise troubleshooting and account re-connection, schedule a support session (such as a Zoom call) with the support team who can guide you through the process step-by-step. 4. During the session, ensure the UPS Account is correctly authenticated and saved to enable successful label creation. Following these steps typically resolves the shipper number error when creating UPS labels.

What should I do if an order placed with a UPS service cannot be fulfilled because the automation only covers standard shipping methods?

If an order uses a UPS shipping method not covered by your existing automation (e.g., “UPS Express Saver” while your automation is set for “Standard Tracked Shipping”), you can manually assign the correct carrier service to the order to generate labels: 1. Select the affected order in the app. 2. Click on “More Options.” 3. Choose “Change Carrier Service.” 4. Select the appropriate UPS service that matches the customer’s chosen shipping method. 5. Proceed to generate the shipping label. This manual override ensures the order can be fulfilled correctly despite automation mismatches.

What should I do if after reconnecting my UPS account in PluginHive, the app shows “0 services” and shipping rates do not appear?

If “0 services” appears after reconnecting your UPS account, follow these steps to troubleshoot: 1. Confirm that your UPS account credentials (account number, username, password) were entered correctly during re-connection. Any typo can cause service retrieval failure. 2. Check if there are any restrictions or mismatches in your UPS account setup, such as limited service availability or suspended services for your geographical location. 3. Refresh or reauthorize the UPS account connection in the PluginHive app; sometimes, the connection does not complete properly on the first attempt. 4. Perform a test transaction after re-adding the account to verify if shipping options now appear at checkout. If these steps do not fix the issue, contact PluginHive support with your UPS account details for further investigation.

What should be done if a pincode is blocked for pickups due to middle-mile logistics issues?

If a pincode is blocked because of middle-mile pickup challenges, the appropriate course of action includes: 1. Confirming with the logistics or ATROPS team about the blockage status and the underlying reason. 2. Initiating communication with these teams to understand what is necessary to unblock the pincode (e.g., route feasibility, operational constraints). 3. Allowing the responsible teams to take required remedial actions such as adjusting logistics processes or rerouting. 4. Temporarily advising the customer to hold shipments from the affected pincode until the blockage is resolved. This approach ensures that pickups only resume when the middle-mile logistics can support the service reliably.

What should be done if a customer has activated a UPS Digital Connection plan but has not started creating shipping labels?

If a customer has activated a UPS Digital Connection plan but has yet to create any shipping labels, PluginHive recommends scheduling an onboarding call to assist the customer in generating their first shipping label. This includes: – Booking the onboarding session via the provided PluginHive appointment link tailored to the customer’s availability. – Guiding the customer through the shipping label creation process during the call. This ensures the customer can fully utilize their subscribed plan and resolve any configuration or usage issues early.

What should a user do if UPS asks them to open a ticket with their IT support for issues unresolved by PluginHive and UPS account management?

If UPS support indicates that the customer must call their helpdesk to open an IT support ticket, the user should: 1. Contact UPS customer or technical support directly via the provided helpdesk number to create an official support case regarding the label issue. 2. Provide UPS with all relevant information including order numbers, label samples from PluginHive and UPS.com, and summaries of communication with PluginHive. 3. Request UPS to escalate the ticket to their IT/developer support team for API-related label generation issues. 4. Notify PluginHive of the ticket creation and provide ticket reference numbers to facilitate coordinated follow-up. 5. Continue parallel communication between UPS and PluginHive to track troubleshooting progress, avoiding sharing confidential credentials.

What information should I provide to PluginHive Support to get help with UPS account connection issues?

When contacting PluginHive Support for issues related to UPS account connection: 1. Provide the registered email address used for PluginHive or Shopify app login. 2. Share the exact store URL of your Shopify store. 3. Clearly state the exact problem you are facing, such as incorrect UPS Account Number display or failure to generate shipping labels. 4. Provide your correct UPS Shipper Number (Account Number) to assist in verification and troubleshooting. 5. If possible, be available for a Zoom call to enable live troubleshooting with the support team. 6. Share any error messages or related activity logs you receive in the app.

What information should I provide to PluginHive support if UPS SurePost carrier code mapping still does not work after updating mappings?

If mapping UPS SurePost carrier codes does not work after updates, provide PluginHive support with: 1. The exact keyword or shipping method name you are attempting to map within the app. 2. The UPS carrier code you have added to the mapping (e.g., “93”). 3. Sample order numbers where the issue occurred. 4. Any discrepancies observed in the carrier codes received by your 3PL via EDI. This detailed information enables PluginHive’s technical team to investigate your case more efficiently and identify the root cause of mapping issues.

What error message indicates that COD return pickups are not supported for BlueDart shipments?

The common error message encountered when attempting to generate a COD return label for BlueDart is: **”ToPay COD Facility is disabled”** This message indicates the BlueDart account or service does not support COD payments for return (reverse) shipments.

What does the UPS label error “The Shipper’s shipper number cannot be used for the shipment” mean, and how can I fix it?

This UPS error indicates your UPS account is either not properly connected or missing vital setup. To fix this: 1. Verify the UPS Account Number entered in PluginHive is correct. 2. Log into ups.com, navigate to the Accounts and Payments page, and confirm your UPS Account Number is listed under Payment Methods. 3. If the account number is not listed, contact your UPS account representative to add it as a payment method. 4. After confirming, re-add or update the UPS account in the PluginHive app to enable label generation.

What does the UPS error “The Shipper’s shipper number cannot be used for the shipment” mean, and how can I resolve it?

This UPS error typically occurs when the UPS account is on hold or there are issues with the shipper number linked to your account. In most cases, it means that the shipper number being used is no longer valid for shipments. To resolve this: 1. Contact UPS directly to verify if your account is active or on hold. 2. Request clarification on whether your shipper number or account number has changed or been updated. 3. If confirmed that the shipper number or account number changes (for example, UPS providing a new shipping account number each time), you need to update this in your PluginHive app. 4. To update your account details in PluginHive, add the new UPS account number freshly in the app (see next FAQ for detailed steps). 5. After updating, try generating shipping labels again.

What does the error message “The Shipper’s shipper number cannot be used for the shipment” mean and how can I resolve it when generating UPS shipping labels?

This error typically indicates that the UPS account number you are using for label creation is not properly linked to the UPS.com profile associated with your account credentials. To resolve this: 1. Log in to UPS.com using the same username and password you use to connect your UPS account in the shipping app. 2. Navigate to **My Profile → Accounts and Payments**. 3. Verify if your UPS account number is correctly listed there. 4. If your account number is missing, try adding it. If you encounter errors while adding, the issue is likely at the UPS account level. 5. Contact UPS customer support to resolve any account linkage or profile issues, as these need to be fixed by UPS. 6. Once the UPS account number is correctly listed under your UPS.com profile, try generating the shipping label again through the app. If you require assistance during this process, scheduling a call with PluginHive support is recommended to walk through these steps.

What causes the UPS SurePost shipping option not to display calculated rates, and how can I fix this?

The UPS SurePost option may not show calculated shipping rates if you have created a Shopify flat rate shipping method named exactly the same as the UPS SurePost service (“UPS SurePost® (USPS)”). Shopify matches these names and then displays the flat rate instead of the app-calculated rate because it prioritizes lower-priced options with the same name. To fix this: 1. Deactivate or remove the flat rate shipping option for UPS SurePost in Shopify, or 2. Rename the flat rate shipping method to a different name that does not conflict with the UPS SurePost service. After this, place a test order to verify that PluginHive rates for UPS SurePost are showing correctly.

What caused the UPS live rates not to display after configuration, and how was it resolved?

The UPS live rates were not displaying because the Freight option was enabled in the Carrier Settings, which interfered with rate calculations. Disabling the Freight option resolves this issue. Steps to fix: 1. Go to Carrier Settings within the app. 2. Locate and disable the Freight option for UPS. 3. After this change, test checkout again to confirm live rates display correctly. This ensures live UPS rates show properly at checkout based on product dimensions and weight.

What caused the change in UPS negotiated shipping rates not being imported correctly after migrating to the new OAuth 2.0 UPS integration, resulting in a switch from UPS Worldwide Saver to UPS Expedited labels?

The key issue was that the ‘negotiated rates’ option was not enabled in your account settings during the initial migration to the new UPS OAuth integration. This caused the app not to fetch your negotiated UPS rates correctly, leading to rates defaulting to a more expensive shipping service. The ‘negotiated rates’ field appeared to be enabled around August 29, 2024, which corrected the shipping rate fetching. It is advisable to verify with the team that performed the UPS OAuth integration migration to ensure all relevant settings were properly configured.

The UPS driver is only scanning one single ‘End of Day’ QR code on the manifest printout and cannot scan individual shipments. Is there a way to produce a UPS End of Day manifest compatible with UPS scanning requirements?

Currently, UPS’s official End of Day (EOD) manifest that the UPS system scans as a single barcode is not available through PluginHive. The manifest generated by PluginHive is a document consolidating individual order barcodes into one sheet so the UPS pickup team can scan all barcodes collectively instead of scanning each label one by one. However: – The UPS driver will scan each shipment’s barcode on the PluginHive manifest rather than a single composite UPS EOD scan code. – Since the official UPS single EOD scan code manifest is not supported in PluginHive at this time, the current workaround is to use the PluginHive batch manifest as is. – Communicate with your UPS representative if additional scanning procedures are needed or if alternative manifest formats are required. This means the PluginHive generated manifest facilitates streamlined scanning of multiple shipments, but it is not a replacement for UPS’s official EOD manifest barcode scanning system.

Is there a cost-effective workaround to show live DHL or UPS shipping rates if I only have the Shopify plan and not the Advanced Plan?

There is no direct workaround to enable live third-party carrier calculated shipping rates without accessing Shopify’s CCS feature. Since CCS is a feature controlled by Shopify and tied to specific plans, you must either upgrade to a plan that includes it (Advanced or Plus) or have Shopify enable it for your store via yearly billing on the Shopify Plan. Contact Shopify’s support with this requirement to check if CCS can be enabled on your current plan with yearly billing. Without CCS enabled, third-party apps like PluginHive cannot display live DHL or UPS rates at checkout.

Is it possible to switch between UPS accounts inside a draft order for different customers, such as switching back to the merchant’s own UPS account for Canadian customers who are not the distributor?

Yes, switching between UPS accounts can be done within the app once the order is imported, including for draft orders. This enables the merchant to use the distributor’s UPS account for that specific distributor and switch back to their own UPS account for other Canadian customers as needed.

Is it possible to customize the “1 business day” text shown for UPS shipping specifically for UK customers to add a note like “(UPS will collect UK VAT)”?

No, the “Estimated Delivery Days” text (such as “1 business day”) displayed for UPS services is provided directly by the UPS carrier and cannot be modified or customized within the PluginHive extension. This includes any country-specific text changes, so adjusting the text for UK shipping addresses is not possible.

If the PluginHive UPS label XML response does not mention postal code errors, can I assume UPS did not detect any postal code problems?

Yes. When the UPS API response XML shows a successful status (e.g., ResponseStatus Code = 1. without any alerts mentioning postal code mismatches, it indicates that UPS accepted the postal code as valid during label generation. Absence of postal code errors in the response implies UPS did not find a problem with the postal code submitted for that shipment.

If the Delivered at Place (DAP) option was not initially available in the PluginHive UPS Incoterms dropdown, how was this addressed?

Initially, the PluginHive Shopify app did not include DAP in the UPS Terms of Sale dropdown because the app’s options matched UPS-supported Incoterms integrated into the system. Upon user requests with supporting documentation, the PluginHive support team evaluated and worked with developers to enhance the app. Eventually, the app was updated to include missing Terms of Sale such as DAP, making these options available to users without requiring app updates on their end.

I only see options to add FedEx or USPS accounts when trying to add another carrier account in Shopify. How do I add a second UPS account?

The option to add a second UPS account does not appear in the Shopify settings because UPS accounts must be connected via the PluginHive Multi Carrier Shipping Label App, not directly through Shopify’s native shipping settings. To add a second UPS account: 1. Open the PluginHive app from your Shopify admin dashboard. 2. Go to the “Add Shipping Carrier Account” section within the PluginHive app. 3. Click “Start” and select UPS (OAuth) to link an additional UPS account. 4. Complete the authentication steps as prompted to connect your new UPS account. This process allows you to manage multiple UPS accounts independently within the PluginHive app for shipping label generation and order fulfillment.

I connected my UPS account in the app, but shipping rates or discount information is not showing. What should I do?

If your UPS account is connected but rates or discounts do not show, follow these troubleshooting steps: 1. Verify that you have correctly added the UPS account credentials in the PluginHive app’s shipping carrier settings. 2. Confirm that the UPS account is active and has the necessary permissions to retrieve shipping rates. 3. Check if you connected a direct UPS account or a Shopify UPS account, as discounts and rates differ based on account type. 4. Refresh the app or reconnect the UPS account in case of temporary sync issues. 5. If problems persist, contact PluginHive support to verify your account connection and resolve any backend issues.

I am unable to enter the small package dimensions I want (e.g., 0.36 x 0.36 x 0.36 inches) on the UPS website. How can I handle this issue?

UPS.com may not accept very small dimension values below their minimum allowed limits. As a workaround, enter the minimum allowed dimensions on UPS.com, which are 1 inch x 1 inch x 1 inch, to complete the shipment creation and verify the rate. This approach allows you to approximate the package size without rejection by UPS. If you continue to face issues or need further assistance with this process, you can reach out for support.

How should I handle the rebranding of UPS SurePost to UPS Ground Saver within the PluginHive app, since UPS Ground Saver is not listed as a shipping option in the app?

UPS SurePost has been rebranded by UPS to UPS Ground Saver, which no longer uses USPS for final delivery. Within the PluginHive app: 1. The app may still display the service as “UPS SurePost” under Settings → Shipping Rates → Rate Automation. 2. You can continue selecting “UPS SurePost” in the app; this will function correctly and represent the UPS Ground Saver service. 3. The service name update from UPS SurePost to UPS Ground Saver is currently being implemented, but all existing functionality remains intact. 4. On the customer-facing checkout page, UPS Ground Saver should already be visible as the shipping option if you have renamed the service accordingly. 5. There is no need to remove “UPS SurePost” or wait for “UPS Ground Saver” to appear as a separate choice; selecting UPS SurePost within the app effectively configures UPS Ground Saver. This ensures continuity of service without requiring manual removal or addition of shipping methods while the naming update is finalized.

How do I resolve the error “Package Level COD is not valid for the shipment origin and/or destination” when generating UPS shipping labels for an order with Cash On Delivery (COD) payment?

This error occurs because UPS does not support generating shipping labels for orders with COD payment through their API in certain cases. To resolve this: 1. Change the payment method on the order from COD to Prepaid within the app. Navigate to the order, then Advanced > Edit Payment Method > set it as Prepaid. 2. Generate the shipping label using the Prepaid payment method. UPS only allows shipping label generation for prepaid shipments via the API. 3. Notify the customer that although the label is generated as prepaid, if you still want COD payment collection, you need to finalize those payment terms with them directly outside of UPS shipment collection. UPS delivery personnel will not collect payment if the label is prepaid.

How do I fix UPS authentication failure errors in PluginHive causing UPS rates to not appear?

UPS authentication failures typically happen if your UPS account credentials become invalid or need reauthorization. To resolve this: 1. Log in to the PluginHive Shopify app and navigate to the UPS integration settings. 2. Disconnect or remove your existing UPS account integration to clear the current settings. 3. Reconnect your UPS account by entering the correct UPS Account Number, Username, and Password associated with ups.com. 4. Complete the connection flow to authorize PluginHive to access UPS APIs on your behalf using valid credentials. 5. Save all settings and attempt to fetch UPS rates again for your orders. 6. If you are unable or prefer, you can securely share your UPS Account Number, Username, and password with PluginHive support for them to reconnect the account on your behalf. 7. After re-integration, UPS rates should appear without authentication errors, allowing you to dispatch shipments smoothly.

How do I configure the PluginHive app to display only UPS SurePost rates and not all other UPS services?

To show only UPS SurePost rates via the PluginHive app: 1. Navigate to the PluginHive app in your store admin. 2. Go to **Settings → Shipping Rates → Rate Automation**. 3. Find and edit the relevant rate automation rule associated with UPS. 4. Remove all currently selected UPS services except for UPS SurePost services by deselecting them. 5. Save the changes. This setup will limit the visible UPS rates to SurePost only at checkout.

How do I configure printing for a Zebra printer with UPS carrier labels if the 4×6 label size option is not available and ZPL printing is not working?

The app supports all printers and label sizes without requiring direct printer connection to the app. For seamless label printing with a Zebra printer on UPS labels, follow these steps: 1. Under app settings, navigate to Carrier > UPS > Other Details and set the Image Type to **PNG or PDF** instead of ZPL. 2. Generate the label and on the preview page, select your Zebra printer to print the PNG/PDF format label. 3. Avoid using ZPL printing unless your printer is properly connected and configured with the app. This method allows printing without the need to handle ZPL files manually.

How can PluginHive support help me resolve issues with pickups if I provide my FedEx Account Representative’s email?

By providing your FedEx Account Representative’s email address to PluginHive support: 1. PluginHive can include the FedEx representative in the communication thread regarding your pickup issue. 2. They can share the relevant pickup request details and the RequestResponse XML directly with FedEx on your behalf. 3. This direct contact facilitates faster investigation and resolution of integration or pickup scheduling issues between PluginHive and FedEx. 4. It reduces your need to act as an intermediary when FedEx pickup numbers or requests appear mismatched. You are encouraged to share this information if you want PluginHive to actively coordinate with FedEx support.

How can I verify if shipping rates from the PluginHive app match the rates from my UPS account, especially if I notice discrepancies compared to ShipStation?

To verify the accuracy of shipping rates returned by the PluginHive app, follow these steps: 1. Log into your official UPS account at ups.com. 2. Recreate the same shipment transaction manually on ups.com using the exact package details (dimensions, weight, destination) as in your PluginHive app transaction. 3. Compare the manually calculated UPS rates with those shown by the PluginHive app. 4. If rates still do not match, check if additional charges (such as fuel surcharges or delivery area surcharges) are being applied differently between the platforms. 5. If discrepancies persist, capture a detailed screenshot of the transaction details and rates from ups.com showing all relevant charges and shipment parameters. 6. Share this screenshot with PluginHive support for further investigation. This process ensures the rates the app is providing come directly and accurately from your UPS account without missing charges.

How can I troubleshoot when an order does not generate a UPS shipping label in PluginHive?

To resolve issues with an order not generating a UPS label, follow these steps: 1. Import the affected order into the PluginHive app manually: – Access the PluginHive dashboard. – Navigate to the “Orders” section. – Use the import functionality to pull the specific order by its number or criteria. 2. Verify the order details to ensure all required shipping information is complete and accurate, including recipient address, package dimensions, and weight. 3. Attempt to generate the UPS label again after the manual import. 4. If label generation still fails, check the UPS account credentials and integration settings in PluginHive to ensure they are correct and active. 5. For recurring issues, it is recommended to contact PluginHive support with order details to escalate the case for further investigation. This manual import method allows you to isolate and address the import-related glitches that may prevent automatic label generation.

How can I troubleshoot issues with mapping the UPS SurePost option in the PluginHive app when my 3PL is not receiving the expected carrier code?

To troubleshoot UPS SurePost carrier code mapping issues in PluginHive: 1. Confirm the carrier code value (e.g., “93”) that your 3PL requires for UPS SurePost and add this to the mapping configuration in PluginHive for the SurePost shipping method. 2. Validate the exact keywords or shipping method identifiers you use within the app for UPS SurePost and UPS Ground options to ensure correct reference in mappings. 3. Test with a subsequent order to see if the added mapping resolves the issue. 4. If the issue persists, gather the keywords used and share them with PluginHive support so the technical team can review and assist further. This process helps ensure the correct carrier codes are assigned and sent via EDI to your 3PL for UPS SurePost shipments.

How can I test if the Order Modification or Order Refresh feature resolves issues with missing products from upsell orders in PluginHive?

Follow these steps to test the feature effectiveness: 1. Confirm that the Order Modification or Order Refresh feature is enabled on your store (contact support if unsure). 2. Place a new test order using the upsell app on your Shopify store, ensuring a product is added immediately post-purchase via the upsell workflow. 3. Before fulfilling the order, check PluginHive to see if all products—including upsell items—are visible. 4. If needed, use the “Refresh” button (if available) in PluginHive to manually sync and update order details. 5. Attempt to generate shipping labels for all products to confirm completeness. 6. Report any discrepancies back to support with order details for further assistance.

How can I resolve the issue where UPS Standard shipping is not automatically selected for Denmark to France shipments, even though it has worked previously?

When UPS Standard shipping does not automatically appear as an option for Denmark to France shipments, but is known to be valid, follow these steps: 1. Check and update the shipping automation rules under Settings > Automation > Setup to ensure the rules reflect the correct conditions for selecting UPS Standard for that route. 2. Confirm that the rates automation rule is properly configured to prioritize the UPS Standard service for the Denmark to France shipping lane. 3. After making updates, rerun the automation to apply changes to existing orders and new incoming orders. 4. Manually verify by placing test orders to confirm UPS Standard is selected automatically without needing manual intervention. 5. Monitor subsequent orders to ensure the automation consistently selects the correct service. This process aligns your automation setup with your past successful shipping configurations and ensures smooth, automatic selection of UPS Standard.

How can I resolve the issue of receiving empty pages or empty downloaded folders when trying to print UPS shipping labels through the PH Multicarrier app?

This issue occurs when trying to print or download documents for UPS shipments, and you receive empty pages or folders. To resolve this: 1. Verify that the labels were successfully generated in the PH Multicarrier app. 2. If labels were generated but documents are empty, it may indicate a syncing or processing error. 3. For orders fulfilled outside the app but with labels generated via the app, you can manually cancel the shipment from the UPS dashboard. 4. Contact UPS directly if you require label refunds or further assistance with the shipment. 5. If the problem persists, contact PH Multicarrier app support with order details for further troubleshooting.

How can I resolve the issue of having UPS set up twice under Carriers and duplicated in the automation rules in PluginHive Multi Carrier Shipping app?

To fix the duplication of UPS carriers and their appearance twice under automation rules, follow these steps: 1. Open the PluginHive Multi Carrier Shipping app in Shopify. 2. Navigate to **Settings** → **Carriers**. 3. Locate the duplicate UPS carrier accounts listed. 4. For the UPS carrier you want to remove or disable, click on it to open its settings. 5. Choose the option to **disable** or **remove & archive** the duplicate carrier account to prevent it from being active. 6. Save your changes. By disabling or removing the duplicate UPS carrier, the corresponding duplicate automation rules will no longer show, preventing customer confusion and rate conflicts. If needed, you can always contact support for assistance with this process.

How can I resolve the “Invalid Authentication Information” error from UPS when rates are not shown for my orders?

The “Invalid Authentication Information” error typically occurs due to incorrect or outdated UPS account credentials within the PluginHive app. To fix this issue, follow these steps: 1. Navigate to the PluginHive app and go to *App → Settings → Add Carrier → UPS*. 2. Click on *Login* and enter your current UPS account number and login credentials. 3. Confirm and reconnect your UPS account inside the app. 4. Once reconnected, verify that the shipping rates appear correctly for your orders. This process refreshes the authentication details, enabling the plugin to fetch UPS shipping rates without errors.

How can I resolve issues with multiple UPS accounts added in the PluginHive app that may cause connection problems?

To avoid confusion and potential connection issues, ensure that you have added only one UPS account in the PluginHive app. If you see multiple entries with the same UPS account, remove the duplicates and keep only one. Once this is done, the account connection should work properly. You can then test the setup by creating shipments or checking rates in the app.

How can I resolve issues with backup UPS rates not showing correctly and prevent multiple UPS account conflicts in the PluginHive app?

To resolve backup UPS rate issues and ensure accurate rate display, follow these steps: 1. Verify if any specific orders show incorrect or missing UPS rates by noting their order numbers. 2. Check your app’s UPS account integrations to confirm you haven’t added multiple UPS accounts, as duplicate accounts can cause authentication errors and rate conflicts. 3. Remove all additional UPS accounts except for one correct and valid integration. Having multiple UPS accounts (e.g., five integrations) can cause the app to return invalid authentication errors or fail to fetch rates properly. 4. After removing extra accounts, test the checkout process with random shipping addresses to confirm that UPS rates, including backup rates, appear correctly. 5. If you still experience issues, provide specific order details for further investigation by support.

How can I manage shipping rates for a store selling both small/accessory items and heavy-weight items that require LTL shipping, since UPS does not support LTL?

For stores with mixed shipping needs including small items and LTL (Less Than Truckload) freight items, you can manage shipping rates using the following approach: 1. Create multiple shipping profiles within your store to separate small/accessory products from heavy items requiring LTL freight services. 2. For small items, continue using UPS rates as configured in your app. 3. Since UPS does not support LTL shipments, use additional carriers that provide LTL freight services, such as XPO Logistics or FedEx Freight. Integrate these carriers separately or via compatible apps that support LTL freight rate calculation. 4. Configure the app and store so that products in the LTL profile trigger rates only from the freight carriers, while accessories use UPS or other standard shipping methods. 5. Adjust packaging, rate adjustments, and service levels within each profile to reflect accurate shipping cost and delivery options for those product categories. This setup enables you to present accurate shipping rates to customers for both small and heavy items without complicating or distorting calculations from unsupported carriers.

How can I integrate my UPS account using the new UPS OAuth process to resolve label generation issues for multiple boxes?

To integrate your UPS account with the new UPS OAuth process and resolve label generation issues, follow these steps: 1. Ensure you have your UPS account number and your UPS account login credentials (username and password). 2. In your PluginHive app, navigate to **Settings**. 3. Click on the **+ icon** next to the carrier section and select **UPS OAuth** as the integration method. 4. Enter your UPS account number and login credentials as prompted. 5. Complete the connection process to authorize the app to access UPS services using the UPS Rest API. 6. Once connected, you can generate shipping labels using the updated UPS integration which supports OAuth authentication, ensuring reliable rate fetching and label creation for multiple package sizes. If you require additional assistance or prefer a guided walkthrough, support is available for a quick call to help with the setup.

How can I get support from PluginHive for UPS rate errors when I do not have a direct UPS contact?

If you do not have a dedicated UPS representative, PluginHive support can assist by coordinating with UPS on your behalf. To proceed: 1. Share your UPS account details and error logs with PluginHive support securely. 2. Provide PluginHive with any XML error messages or screenshots related to the rate failures. 3. PluginHive can raise the issue with UPS support contacts to investigate authentication or service-related problems. 4. Follow any instructions or troubleshooting steps provided by PluginHive after they liaise with UPS. 5. Continue to monitor your UPS account status directly on ups.com to ensure your credentials and account remain valid. This process enables you to leverage PluginHive’s UPS expertise to resolve technical shipping rate issues even without your own UPS team.

How can I get live assistance if UPS is not connecting with the app or label generation fails?

If you face issues such as UPS not connecting or failure to generate shipping labels, you can schedule a Zoom support call with the PluginHive team for real-time assistance. Use the provided scheduling link to book a time convenient for you. During the call, the support team will help diagnose and resolve your connection or configuration issues.

How can I fix the UPS rates not showing and the “250003 – Invalid Access License number” error in the PluginHive shipping app?

The “250003 – Invalid Access License number” error indicates that the UPS integration uses an outdated connection method. To fix this: 1. Log into your PluginHive dashboard. 2. Navigate to the UPS carrier settings or shipping integrations section. 3. Disconnect or remove the existing UPS connection that was set up via the old integration. 4. Use the new OAuth registration process to reconnect your UPS account. This involves authenticating directly through UPS’s secure OAuth flow rather than using static credentials. 5. Confirm that your UPS account is successfully connected and test the shipping rates at checkout. This process updates the integration to the latest UPS API requirements, restoring accurate and varied UPS shipping options for your customers.

How can I fix the issue where UPS labels are not generating in PluginHive, and orders are mistakenly assigned to a different carrier like Post Nord?

To resolve UPS label generation issues and incorrect carrier assignments in PluginHive, follow these steps: 1. Log in to your PluginHive app and navigate to **Carriers** > **UPS** > **Other Details**. 2. Check the **Packaging Type** setting. If it is set to a predefined package like “UPS 10kg Box,” this might cause assignment conflicts. 3. Change the **Packaging Type** to **Custom Packaging** instead of selecting a predefined box size. 4. After updating the packaging type, reprocess the affected order(s) in your system. 5. Confirm that the UPS service is now correctly assigned to the order, and you can generate the UPS shipping label without errors. This adjustment ensures that the correct shipping carrier is recognized, avoiding assignment to a different carrier like Post Nord and fixing label generation errors.

How can I fix the issue where PhMultiCarrier automatically selects the wrong packaging box for my orders, causing incorrect UPS charges?

The packaging selection in PhMultiCarrier is based on product dimensions and volume compared to the available box sizes using a packing algorithm. To address incorrect box selection, follow these steps: 1. Review the product dimensions and volumes entered in the system for all items in the order. Ensure these measurements precisely reflect the actual product sizes. 2. Compare the total volume of products in an order against the volume capacity of the available packaging options. 3. If the app selects a smaller box than you prefer (as in your example where “Shipper Box (5 Kits)” was chosen instead of “1 Box + 1 Kit”), consider updating the product dimensions to represent your packing preferences better. 4. Confirm that your packaging options’ inner dimensions and volumes are correctly set in the app to represent physical boxes used. 5. Understand that the packing logic algorithm selects the smallest box that fits the total volume of the products. 6. For additional understanding of the box packing algorithm process, watch the explanatory video here: [Box Packing Algorithm – YouTube](https://www.youtube.com/watch?v=Cdt2hqF6wRU). By accurately maintaining your product and box dimensions, you can improve packaging accuracy and reduce over- or undercharging by carriers. If you need assistance adjusting dimensions or further clarification, contact support for guidance.

How can I fix the issue of a UPS shipping label printing at the wrong size or requiring scaling to fit the paper?

To ensure the UPS shipping label prints correctly without manual scaling: 1. When printing the PDF label, use your printer’s “Scale – Fit to Paper” option. 2. Select the correct paper size matching your label’s dimensions. 3. This setting will automatically align and resize the label to fit the paper, eliminating the need for manual adjustments such as scaling down by 50%. Following these steps will ensure the label prints at the proper size and alignment on any printer.

How can I fix the error “Your UPS Account number is not authorized for shipping Alcoholic Beverages” when generating shipping labels using PluginHive?

To address the UPS authorization error for shipping alcoholic beverages, follow these steps: 1. Reprocess the order within the PluginHive app: – Navigate to **App > Orders**. – Find the order with the label failure and open it. – Change the order status back to **Initial**. – Prepare the shipment again. – Attempt to generate the shipping label. 2. Verify your UPS account authorization: – Confirm if your UPS account is currently authorized by UPS to ship alcoholic beverages. – Check directly on UPS.com by trying to create an alcohol shipment label manually. This validates if the account or package details have any restrictions. 3. Provide evidence for investigation: – If the UPS.com label generation works but PluginHive returns the error, share a sample order or label copy with relevant details. – This enables PluginHive support to investigate the issue internally and coordinate with UPS if necessary. 4. Contact PluginHive support for assistance: – If the problem persists after retrying and verifying your UPS account status, consider booking a support appointment via the PluginHive appointment link. – Provide PluginHive support with permission to attempt label generation on your behalf, if comfortable, to facilitate troubleshooting. These steps ensure you systematically eliminate common causes and provide necessary information for PluginHive support to resolve authorization issues effectively.

How can I disable the UPS carrier in the PluginHive shipping app if I do not want to use it?

To disable the UPS carrier in the PluginHive shipping app, follow these steps: 1. Navigate to **App Settings** in the plugin dashboard. 2. Go to the **Carriers** section. 3. Select **UPS** from the list of carriers. 4. Disable the option labeled **Active** by unchecking or toggling it off. 5. Click **Save** to apply the changes. This will deactivate UPS as a shipping carrier in your app.

How can I check if the PluginHive app update has resolved missing PLD fee issues for my UPS Denmark shipments?

After PluginHive has enhanced the app to fix PLD information: 1. Generate new shipping labels for your UPS Denmark orders using the latest PluginHive app version. 2. Verify that the shipment request data now includes all required package-level details (this can often be confirmed if you have access to detailed shipment request logs or by following up with support). 3. Monitor your UPS invoices to confirm the missing PLD fees no longer appear on newly generated shipments. 4. If missing PLD fees still appear, provide the updated order numbers and associated invoices to PluginHive support for further troubleshooting.

How can I change the UPS account number in the PluginHive app if it is not allowing me to update it directly?

To change your UPS account number in the PluginHive app, you need to disconnect or remove the existing UPS account and then add the new UPS account using the new account number. This process involves: 1. Removing or disconnecting the currently connected UPS account from the app. 2. Adding the UPS account again by entering the new UPS account number during the setup or connection process. After completing these steps, the app will start using the new UPS account number for shipments and integrations. If you encounter any issues during this process, please reach out for further assistance.

How can I allow customers from the US Virgin Islands to place orders when UPS shipping rates fail due to the “VI is not a valid state” error?

As a temporary workaround before the PluginHive app update is released, you can configure flat shipping rates directly in Shopify for the US Virgin Islands: 1. In your Shopify admin, create a separate Shipping Zone specifically for the US Virgin Islands. 2. Add flat shipping rates within this zone that will appear at checkout. 3. This will enable customers from VI to complete their orders without the UPS rate error. 4. After receiving the order, manually purchase or generate the UPS shipping label outside PluginHive by logging into your UPS account on ups.com, and then handle shipping fulfillment separately. This approach bypasses the plugin’s UPS rate calculation issue and ensures the checkout process completes smoothly for VI customers.

How can I access the UPS label XML files in PluginHive to investigate address or postal code issues?

To download the UPS label XML: 1. Open the PluginHive app dashboard. 2. Navigate to “Orders” and select the specific order. 3. Under the “Label Summary” section, click on the “Download XML” icon. *Note: The XML download functionality is typically restricted to primary admin users. If the download button is grayed out, your account may not have sufficient permissions to access the XML files.* If you cannot download the XML, contact your store’s admin to obtain access or have them provide the XML file.

How can a customer enable a pickup pincode that is currently not listed as serviceable for pickups in PluginHive, specifically when the pincode is blocked due to ATROPS restrictions?

When a pickup pincode is not listed as serviceable because it is blocked by ATROPS due to middle-mile pickup issues, the following steps should be taken: 1. Identify the affected pincode and confirm with the PluginHive team if it is under ATROPS restriction. 2. The concerned PluginHive representative or operations team member should escalate the issue to the Pickups and ATROPS teams internally to request re-enablement of the pincode for pickups. 3. Track the progress of this escalation and communicate back to the customer to hold new pickup requests from that pincode for a short period (e.g., one or two days) while the issue is being resolved. 4. Once re-enabled by ATROPS, verify that the pincode appears in the list of serviceable pickup areas and inform the customer to resume pickups as normal. This process requires internal coordination between PluginHive’s operations and ATROPS teams to update the serviceability status rather than a direct user configuration.

How are shipments picked up when using the MultiCarrier Shipping Label App, especially if I currently have scheduled UPS pickups and cannot drop off packages myself?

The app supports your existing carrier pickup arrangements. If you have scheduled UPS pickups, you should connect your UPS account within the app and configure it to recognize your regular pickup schedule. This way, you do not need to request individual pickups or drop off packages manually. For other carriers, you can also request pickups directly through the app after generating shipping labels. This integration helps automate the shipment pickup process without disrupting your current logistics workflow.

Has PluginHive resolved the UPS pickup request issue, and how can I test the solution?

PluginHive has fixed the UPS pickup request issue in a recent update. To test the resolution: 1. Update your PluginHive Multi Carrier Label app to the latest version. 2. Create a new shipping label for a UPS order through your store interface. 3. Attempt to raise a pickup request for that order using the app’s pickup request feature. 4. If the pickup request completes successfully without errors, the issue is resolved. 5. If issues persist, contact PluginHive support with details of the problem and error messages for further assistance.

Did backup rates get enabled in my account when I logged back in with my UPS credentials, since my orders are not showing backup rates that meet my needs?

Backup rates are enabled and the app returns rates at checkout in your store. To ensure accurate rate display, verify if any specific orders are showing incorrect rates by providing their details for diagnosis. Additionally, check for duplicate UPS account integrations in your app; having multiple UPS accounts added (such as five times) can cause confusion or conflict. Remove any additional UPS account integrations, keeping only the correct one to prevent issues with rate calculations and improve the accuracy of the rates shown, including backup rates. If issues persist after these steps, provide specific order details for further investigation.

Can the TIN character limit issue for UPS labels be fixed or bypassed within the PluginHive MultiCarrier app?

No, the 1–15 character limit for the TIN is imposed by UPS as part of their shipping label requirements. PluginHive MultiCarrier does not enforce or modify this limit; it only processes the information as provided in the Shopify order. Since the valid Chinese TIN numbers are now 18 digits due to local regulations, truncating or changing these numbers in the app would violate shipping regulations and likely cause delivery failures. Hence, the app cannot override or bypass this UPS restriction. You should contact UPS to seek a solution or clarification on accommodating the new 18-digit TINs.

Can the subsidy from UPS Digital Connections be applied to an existing PluginHive plan that is not part of the Digital Connections program?

No, the subsidy under the UPS Digital Connections program cannot be applied to PluginHive plans that are outside this program. For example, if the customer is currently on a $19/month plan (which is not part of Digital Connections), the subsidy does not apply. Instead, the customer must switch to one of the Digital Connections eligible plans, such as the Popular Plan at $696, which includes up to 1,000 labels per month. PluginHive will invoice UPS directly for this eligible plan based on the customer’s usage, ensuring compliance with Digital Connections requirements.

Can the names of UPS shipping services displayed at checkout be customized, for example, to indicate that certain services are not available to PO Boxes?

Yes, the UPS service display names can be customized within the app so that the updated names appear at checkout. To rename the UPS carrier service names: 1. Open the app and go to **App Settings**. 2. Navigate to **Shipping Rates**. 3. Select **Rename Carrier Services**. 4. Edit the UPS service names as desired (e.g., change “UPS Standard” to “UPS Standard – NOT AVAILABLE TO PO BOXES”). This customization helps inform customers about service restrictions directly during checkout.

Can the customer’s email address be included in the billing address section in PluginHive to avoid issues like UPS contacting for missing customer details?

PluginHive uses the shipping address details, including the email, for generating shipping labels and customs documents, which are essential for shipments and duties clearance. The billing address information, including email, is not utilized for these purposes within the app. If UPS or any shipment carrier contacts you regarding duties or customer details, it is typically based on the shipping address information. To address any specific order-related issues, you can share the order number and details with the support team, who can verify and help resolve the problem. However, currently, there is no option to duplicate or display the customer email in the billing address section in PluginHive.

Can PluginHive support resolve UPS account level issues causing “The Shipper’s shipper number cannot be used” error?

PluginHive support can guide you through verifying your UPS profile and configuration within the app, but account-level issues such as missing account numbers in your UPS.com profile or errors adding accounts must be resolved directly with UPS. Once UPS confirms your account is correctly linked and active, PluginHive support can assist with any remaining integration or label generation issues.

Can PluginHive provide personalized assistance to fix UPS account authentication issues?

Yes, PluginHive offers personalized support to help resolve UPS integration and authentication challenges. You can: 1. Schedule a Zoom call with PluginHive support to get step-by-step assistance on configuring and migrating your UPS account to the OAuth registration. 2. During the call, prepare your UPS account details and any error logs related to label generation failures. 3. Ensure your system has a working microphone and screen-sharing permissions enabled for effective troubleshooting. 4. After the call, follow any additional steps recommended by the support team, such as contacting UPS with specific information or sharing XML logs for diagnosis. 5. PluginHive can continue assisting you via email to ensure your UPS integration works seamlessly.

Can I use UPS Saver shipping service for orders that qualify for free shipping and do not show calculated rates at checkout?

Yes, you can use UPS Saver or any other available UPS service for any order, including those with free shipping where no rates appear at checkout. To do this: 1. Access the PluginHive app dashboard. 2. Manually select UPS Saver or your preferred UPS service when processing orders that have free shipping. 3. If you need help setting this up or navigating these options, PluginHive support can provide a walkthrough or schedule a support call.

Can I use two different UPS accounts simultaneously, with one installed in the PluginHive app and another directly linked through Shopify Shipping?

No, the PluginHive app requires you to use separate carrier accounts that are connected directly within the app itself. Shopify’s native carrier accounts are not supported by PluginHive. Therefore, you cannot have one UPS account installed through the PluginHive app and another UPS account installed directly via Shopify Shipping simultaneously. To use multiple UPS accounts with PluginHive, you must add each UPS account as a separate carrier within the app. This ensures all shipping rates and labels are managed centrally through PluginHive.

Can I use the PluginHive app to generate UPS shipping labels if I am already using another label generation tool?

Yes, you can use PluginHive just for displaying UPS shipping rates at checkout while continuing to use another tool (such as Sendcloud) for label generation. The PluginHive app can be configured to only fetch and display shipping rates without activating label printing or other fulfillment features. If label generation is needed later, you can integrate that functionality and PluginHive support can demonstrate single and bulk order processing at your request. Until then, your current label generation setup remains unaffected.

Can I use the PH MultiCarrier Shipping Label app for FedEx and UPS carriers, and simultaneously use Shopify’s default shipping settings for a carrier that the app does not support, like EMS?

Yes. The app supports FedEx and UPS carriers if you have accounts with them. For carriers not supported by the app, such as EMS, you can continue using Shopify’s default shipping calculator for those. This means you can use the app to display rates for supported carriers (FedEx, UPS) at checkout, while Shopify’s built-in shipping settings handle unsupported carriers like EMS.

Can I use FedEx shipping with PluginHive Merchant instead of UPS, and are there any issues with switching carriers?

Yes, you can use FedEx shipping integration within PluginHive Merchant without any issues. To set up FedEx: 1. Navigate to the app’s Settings > Carrier section. 2. Use the “Add Carrier Account” option to connect your FedEx account. 3. Once connected, FedEx shipping labels can be generated similarly to USPS or UPS. This integration is seamless, and switching or adding FedEx as a carrier does not cause conflicts or issues. Feel free to reach out if you need help setting it up.

Can I get personalized assistance to resolve UPS account linking and rate adjustment issues?

Yes, personalized support is available. You may book a support call or appointment via the app’s provided scheduling link to discuss your UPS account setup and rate adjustment configuration in detail with a support specialist. This live assistance helps diagnose the issue and guide you through fixes efficiently.

Can I add custom text or notes to UPS shipping service names displayed to customers, such as informing about pre-order timelines?

Yes, you can rename UPS carrier services and append custom text to service names in PluginHive: 1. Navigate to App Settings -> Shipping Rates -> Rename Carrier Services. 2. Select UPS as the carrier. 3. Rename the desired UPS shipping service to include your custom message (e.g., “UPS 3-day from warehouse, NOTE: pre-orders can take 12-16 weeks to arrive”). Note: There may be a character limit on the renamed text, so keep the note concise. If your message is too long, consider shortening it or splitting into shorter notices.

Can disabling and re-enabling UPS integration in PluginHive resolve OAuth 2.0 migration issues?

Disabling and re-enabling UPS in the app alone does not complete the OAuth 2.0 migration. You must explicitly reconnect the UPS account using the OAuth registration process as per PluginHive’s UPS integration guide (https://www.pluginhive.com/knowledge-base/shopify-ups-shipping/#add-ups-account). Disabling/re-enabling may prevent the app from recognizing the new connection unless the OAuth re-authentication is completed. Always follow the migration steps to register UPS correctly with OAuth 2.0.

After reconnecting the UPS account, what should I do if the automation setup instructions do not match what I see on my end?

In case the automation setup options or steps appear different: 1. Reprocess the existing order by changing its status back to “Initial.” 2. Then, select “Prepare Shipment” to attempt generating the shipping label again. This step refreshes the order processing based on the updated UPS account connection and automation settings. If issues persist, you may need to re-run automation or contact support for further troubleshooting.

After reconnecting my UPS account with new credentials, shipping rates are still not appearing. What further steps should I take to display UPS live rates at checkout?

If reconnecting your UPS account doesn’t restore shipping rates, you need to verify that live rates are enabled within Shopify’s shipping settings: 1. Go to your Shopify Admin and navigate to **Settings > Shipping and Delivery**. 2. Under **Shipping Profiles**, select the profile associated with your orders. 3. Click on **Shipping Zones** and then **Add Rate** within the relevant zone(s). 4. Add the app-provided rates (including UPS services) to the zone. This step activates live shipping rates from the app at checkout. 5. Save the changes and test an order to confirm UPS shipping options display correctly.

After re-adding my UPS account in PluginHive, the shipping rates or services started working again. How can I ensure this issue does not recur?

To minimize recurrence of UPS authentication or service failures: 1. Avoid changing your UPS account credentials without updating them immediately in the PluginHive app. 2. If Shopify or any other connected platform prompts you to reconnect UPS, complete the reconnection promptly to maintain seamless API authentication. 3. Periodically verify your UPS account status on ups.com to ensure it is active and in good standing. 4. Maintain communication with PluginHive support if you experience sudden drops in service availability or rate errors for timely resolution. By keeping your UPS credentials current and synced across systems, you can reduce the likelihood of checkout errors related to shipping services.

After enabling UPS Ground Saver in the app, why is it still not appearing correctly at checkout or showing only limited shipping options?

This issue typically occurs when the UPS account linked to the shipping app is not enabled for the UPS Ground Saver service. To resolve this: 1. Review the error message returned by the UPS XML API response. It may indicate that your UPS account is not authorized for UPS Ground Saver (for example, error code 120052). 2. Contact UPS customer support and provide them with your account details and the XML error message. Ask them to confirm that UPS Ground Saver is activated on your UPS account. 3. Once UPS confirms activation, the service will begin appearing as a shipping option during checkout via the PluginHive app. 4. If necessary, reauthorize or refresh your UPS credentials in the PluginHive app after UPS activation. Note: Changes on UPS’s end may take some time to propagate, but typically the app updates shipping options immediately once the account is enabled.

After creating labels with the UPS account in PluginHive, the order status in Shopify is not automatically updated and still shows as unfulfilled. Is there a way to automate the order status update to avoid manually entering tracking numbers?

PluginHive offers order status synchronization features to automatically update Shopify order fulfillment status upon label creation and shipment: 1. Ensure that the “Auto-Fulfill Orders” or “Auto-Update Order Status” option is enabled in PluginHive’s app settings. This option triggers PluginHive to mark the Shopify order as fulfilled once the shipping label and tracking number are generated. 2. Check that the integration settings link the generated tracking numbers correctly with the Shopify orders, including carrier codes and tracking URLs. 3. Confirm that your Shopify store’s permissions allow third-party apps to update order fulfillment statuses and tracking information. 4. If automatic updates are not working, reconnect or reauthenticate the Shopify-PluginHive integration to refresh permissions and API access. 5. Test the process by creating a new label for a test order and verifying if the status changes automatically. If issues persist, reach out to PluginHive support to troubleshoot API connection or app configuration to ensure seamless order status updates and fulfillment automation.

After checking my UPS profile and finding the account not listed, what should I do next?

If your UPS account number is not listed under **My Profile → Accounts and Payments** on UPS.com, and you are unable to add it due to an error, follow these steps: 1. Contact UPS customer support directly to report the issue with your account number not appearing or linking properly. 2. Request UPS to verify and correct any profile or account linkage issues. 3. Confirm with UPS that your account number is active and authorized for label creation through third-party apps. 4. Once UPS confirms the account is fixed, return to the app and reconnect the UPS account if necessary. 5. Try generating the shipping label again. PluginHive support can assist further once the UPS side issue is resolved.

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Shopify Multi Carrier Shipping Label App