ComplaintsforShipstation

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use this vendor to create shipping labels for 17x14x1 bags containing sweatshirts, each weighing a maximum of 1 pound. However, they charge me for a 17x14x1 bag but later claim I shipped a 17x14x12 box weighing 18 pounds, resulting in overcharges. This is impossible. I contacted ShipStation, who blamed ***** When I reached out to ***** they informed me the data showing these incorrect dimensions and weight came from ShipStation. ShipStation then shifted the blame to Stamps.com. After finally reaching someone knowledgeable at Stamps.com, they provided a file showing that ShipStations feed sent the incorrect data to them: 17x14x12 and 18 lbs instead of the correct 17x14x1 and 1 lb.I relayed this information back to ShipStation and spent two hours on the phone with a representative who acknowledged the issue was on their end. This was on a Friday. By Monday, I received an email from the same representative stating there was no issue, and the case was closed. I demanded to speak with a manager, who admitted that the problem was indeed with ShipStations feed but couldnt explain why it was happening. He promised to investigate but has since stopped responding to my emails.I am now disputing the excess charges, as I warned the ShipStation representative I would. These charges were automatically deducted from my account without approval, and for each $5-$7 label, I was overcharged by approximately $20-$25 per label. Someone from ship station has finally responded to my emails, however it has been over 2 months (first email in this thread is May 24th). Finally, on July 11th, they admitted fault (image attached), yet nobody has sent me the money the took from me.

  Business response

  08/21/2024

  Hi there, thank you for bringing this to our attention! We have escalated this issue through our teams and have resolved the issue at this time. You will have more details sent to you in ticket 6764978. Please have a great rest of your week and let us know if you have any additional questions!

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Shipstation automatically billed me $1,270 for an alleged *** adjustment for a *** ground residential delivery package I shipped, *** tracking #1Z2114WX0325281748. This package was handed directly to a *** driver when I shipped it, went through *** network with no reported issues in the tracking history, and was delivered on-time to the recipient. This parcel was 70"x22"x22" and 83 lbs and I paid $247 shipping through Shipstation. When I received the $1,270 adjustment email and saw the charge post to my Chase credit card, I contacted Shipstation by email and through ******** numerous times to request proof of what *** policy my package allegedly violated. I received no replies. Based on the amount of the adjustment and consulting *** fee schedule, this appears to be a *** "over maximum size limit" adjustment. *** has a 165 inch maximum length and girth limit, and the package I shipped measures 158 inches length and girth. The dimensions and weight I entered when I purchased the Shipstation *** label were accurate. Some research I did on this problem, which other people have complained about, indicates my parcel most likely incurred a scanning error during *** processing such as an additional package being scanned on the belt at the same time as my package or a flap of torn cardboard on a damaged package sticking up and causing the scanner to read an incorrect size. Because I did not violate any *** policies and my parcel's dimensions I supplied Shipstation are accurate, I am requesting a refund of $1,270. I was trying to work with Shipstation without having to perform a dispute through my credit card company but due to their lack of responsiveness they are not leaving me any other option. I am also contacting the Texas state attorney general's office to report the unfair business practice I have been subjected to.

  Business response

  07/09/2024

  Hi there, were sorry to hear that this adjustment occurred. According to our records, our team received your claim and is working the case as of 7/9/2024. This is ticket #*******. These adjustments are charged by the carrier within their system and our team will continue to advocate on your behalf. Communication will continue within the ticket directly.

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  ShipStation provided me with a carrier liason who negotiated with *** on my behalf based on evidence I submitted of the dimensions of the package at the time I shipped it. *** investigated and found they had crushed my package during processing such that the flattened box measured over their dimensional limits when it passed through a laser scanner. ShipStation was able to get *** to refund the $1,270 adjustment. I greatly appreciate ShipStation's customer support.

  
  Regards,
  
  *****************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried making a label to ******* for $111. I tried 3 times to make the label. With a combined total of $333.00 It failed but Shipstation took the money out of my balance. I have spoken to multiple customer service agents. One told me they fixed the problem on their end and I can make the label. I tried again and it took the money but did not create the label. ( Final Amount taken$444) I have sent multiple screenshots showing money added to my account and money taken out of my account for the label but it was never made. The order is still in shipstation with no label.

  Business response

  06/24/2024

  Hi there, we are very sorry to hear about this, but appreciate you bringing it to our attention. We have refunded the requested amount, credited a month's subscription credit as a courtesy, and requested a tenured agent give the merchant a call. This has all been handled and communicated via ticket 6860719. If anything else is needed, please respond to the open ticket and we'll be happy to help!

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Stopped service after 5 years, numerous UNRESOLVED technical issues and $38K spent on labels in 2023 only. They subsequently locked us out of our account therefore we no longer had access to our cc info to remove it. Then we found out why we got locked out so promptly: they continued to charge us BI-MONTHLY (meaning twice as much as when account was active). $59.99, $49.99, $19.99 between March 18th and May 17th. If this is not THEFT and FRAUD, i don't know what is. The ** is a disgrace. They gave FOUR different answers: 1/ "we need more info to look into the account" even though they always replied based on our email address only. 2/ "this account belongs to someone else". 3/ "There might be fraud, someone gained access to your account. 4/ "It could be a charge from SHIPPINGEASY, not shipstation". We warned them we would be taking this to the next level including BBB and additional measures. That's because we filed cc disputes for all those charges yet they continue to charge. We recommend they also check their public reviews online because we will make sure they PAY the price. Attached are the screenshots of this fraud. And yes, we did check the box that says we agree to discuss with the media about this.

  Business response

  06/06/2024

  Firstly, thank you for taking the time to bring this experience to our attention. We appreciate your time and apologize for the frustration. As of 6/6/24 we have called and attempted to find a resolution in ticket *******. If there is anything else we can do moving forward, please respond on that ticket and our team will continue to investigate. Thank you again and happy shipping!

  Customer response

  06/08/2024

  Complaint: 21789902
  
  I am rejecting this response because:

  A ***** called and basically said: we know the charge shows as shipstation and we know that shippingeasy confirmed they are not the ones who charged you because they have no access to the same credit card as shipstation, but despite all that, shipstation are not the ones who charged you. So basically I can buy a purse at ************* but it would appear under ******* on my cc statement.  If anyone finds that this makes sense, Ill be glad to hear the argument.  We basically did not agree obviously and I thanked her for calling but not for telling me a bunch of non sense. So nothing was resolved. 

  
  Regards,
  
  ******************

  Business response

  06/20/2024

  Hi there, according to our records we spoke with you on Jun 6 and you had communicated to our team that you would be pursuing charge backs on your card and requested we stop the investigation on our end. For context, ShipStation and ShippingEasy are owned by the same parent company, Auctane, and it appears you have accounts with both. Wed love the opportunity to continue working together to resolve this for you if you can work with our teams so we can gather the information necessary. We understand and apologize for the initial frustrating support experience, but are more than willing to resolve this. Please send us a response on ticket ******* and we'll have someone reach out to assist. Hope you have a great rest of your week!

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January 2024, I created a Shipstation account and added three different payments using my Credit Card. The first payment was for $10.00, the second payment was for $250.00, and the last payment was for $145.19. I used the account and some of the balance I added for shipping. When I canceled the account I had a credit balance of $237.87 left. I was told that my money would be credited back to my credit card and it never has. I contacted them again in March and made sure it was canceled and was told that it was canceled on March 17th and that it would take 30 days before I would receive my credit. It's now April 30th and I have not received my refund. I cannot contact their support team as they don't have a phone number to call and I can't reach out to them again via their chat support because I don't have an active account. I would like my refund please. Please assist me. Thanks.

  Business response

  05/01/2024

  Hey there, sorry to hear the cancelation/refund process has been so frustrating! We've reached out to the email provided here via ticket 6688696 with some next steps to resolve this. If you could please respond there at your earliest convenience, we will gladly resolve. Please have a great rest of your week and looking forward to hear from you soon!

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of **********************'s since 2019 and have purchased 10s of thousands of shipments through their software. We have had a constant issue/malfunction for the past 3 months occurring within the software where their software is marking our shipments as 'Shipped' before they hit the airstream. Meaning that their software is notifying our customer our merchandise has shipped before it actually is picked up by the carrier. This has caused multiple issues within our business including customers having cancelled orders due to confusion and misunderstanding of the shipping status of our order.My complaint is not regarding this malfunction but the lack of resolution of this issue. As mentioned, this problem has been going on for months. Initially, I reached out via email because it's impossible to find a customer service phone number for ********************** anywhere. I exchanged emailed for a month with the representative who could not understand what the issue is. For a month we would go back and forth and I would try to explain to him what the issue was but he failed to comprehend it. I finally sent a very frustrated email and was offered a phone number which I immediately called. I have called several times to no avail. The representative tried to blame the issue on an external factor several times. I pleaded with the representative to have someone in their engineering department take a look and to escalate the issue. It has been over 2 weeks since the issue has been "escalated" and it still has not been resolved. As a loyal customer for the past 5 year, I would appreciate this issue resolved in a timely manner and to be taken seriously. Really disappointed with the way this has been handled by your team.

  Business response

  07/09/2024

  Hi there, thank you for your outreach. Were sorry to hear you were experiencing this issue! According to our records, our team deployed a fix for this issue on June 7, 2024. We will be in contact on your ticket #******* directly to see if we can assist further. We will also be issuing a courtesy 2 month subscription credit and will confirm on the ticket once that is applied. We look forward to the opportunity to continue working together! 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to use ShipStation through Paypal on February 11, 2024 to make a couple of postage labels as I've done in thepast. However I went to ShipStation itself by mistake, not via Paypal, and ended up unintentionally opening an account directly with **********************. I was charged a $20 deposit which became a credit of $11.25 in the account after I was charged $9.75 for the two labels. The $9.75 charge is agreeable to me and I only seek a refund of my remaining credit balance of $11.25. I canceled the trial service with ShipStation sometime in under 30 days from February 11. ShipStation's published policy is that if you cancel your service it remains active through the end of the current month (which would be until about March 11, 12 or 13) and then 14 business days after that (which would be about April 3) I would automatically receive a refund of my credit balance. That did not happen. I contacted ShipStation by chat on April 9 and they said that the refund would be processed by April 11, at latest. It is now Saturday April 13 and the balance should have been removed from my ShipStation account by yesterday, even if it takes a few more days to reach my credit card. But it still shows in ShipStation.In the chat they admit that the refund delay is actually 30 days from the end of the month of service rather than 14 business days as their site states.I seek three things:1. Prompt refund of $11.25 2. Make their published policy of refund time frame and actual time for a refund agree for future customers (they can either change the refund time frame from 30 days to 14 days or change the published policy from 14 days to 30 days - either is OK) [modification/discontinuance of an advertised claim]3. An apology to me for the hassle, delay, and for violating their stated refund time frame.Thank you very much for your assistance.

  Business response

  04/15/2024

  We apologize for the frustrating experience with our team! We take pride in the support we provide our merchants and see we have fallen short in this interaction. We have followed up with you via ticket 6611894. Should you have further questions, please follow up with us there. Have a great rest of your week!

  Customer response

  04/15/2024

  Complaint: 21572758
  
  I am rejecting this response because:
  
  I requested three things:
  
  #1. A refund of my $11.25 credit balance (which looks to be on its way now)
  #3. An apology (received)

  But I am still waiting for item #2 which is the crux of the complaint:
  
  #2.  When a customer cancels service within the free trial month the customer is brought to web page that says that first the remainder of the free trial month needs to pass, then 14 or 15 business days after the end of the free trial month ends a refund of the credit in the account, if any, will be sent automatically with no further action required by me.  But I had to wait about 30 to 32 calendar days (well over 20 business days) before my refund was initiated.  Had the web page simply stated the truth - about 32 days - there would never have been a complaint.  So I request that either the web page be changed to reflect the actual time delay for the refund or that the refund schedule be tightened up to agree with the web page.  Once ShipStation tells me, either directly or via BBB, that the automatic refund time frame and the web page stating it have been made to agree then I'll be satisfied.  Please send a message to me when this change has been accomplished.
  

  Regards,
  
  R *********************

  Business response

  04/17/2024

  Thank you for following up and for clarifying! Per our documentation and discussion with the merchant in 6611894, this final item appears to be resolved. If this is not the case, please follow up and we'll gladly clear anything else up. Have a great rest of your week!

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It took more than 7 days from the last message but ShipStation has resolved my complaint to my full satisfaction
  
  Regards,
  
  R *********************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There are two issues 1. As I was moving to a new state, I want to transport my **. I researched and found shipstation. Then I want to make sure they are safe to be shipped through their platform. They confirmed that its safe. They recommended to take insurance and I did send my **. Unfortunately the ** was damaged and later which I learnt that ** is not covered in the insurance. When I reached to Shipstation about the issue they were slow in response and made me contact different people finally, supports manager said they can't help in this matter eventhough they confirmed that its safe.2. I was on trial period in their platform and I removed the payment method after the initial transactions feeling unsafe to have my credit card details on their platform. As they transported my ** through **** they asked me to file for damage claim with *** which I did and ** was picked up for inspection. After a day or so I saw there was a $81 bill on my credit card from shipstation. When I contacted the support team they said it was the *** adjustment and again a $6 for same reason. These are unauthorized transactions. What scares me is how they still have my credit information after I deleted them on their platform. So, I'm totally disappointed with their platform and service. Beware and stay away from them as they will not be of any help in case of issues.

  Business response

  04/08/2024

  We are sorry to hear that this was your experience with our team! After reviewing, we feel a refund is justified. Please respond to ticket 6607902 with your address so we can mail a check for the requested amount. Please have a good rest of your week!

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/26/24 My bank account/Debit card was charged $19.99 by Ship Station for an account that I have never used and never actually set up. I do all my shipping via Stamps.com. Stamps.com is associtated with Ship Station. I talked to Stamps.com and they told I was cahrged by Ship Station and they gave me a phone number to contact Ship Station and that phone number does nothing but have a recorded message. No Chat available and no customer rep to talk to. Stamps.com was on NO help, even though they own Ship Station. I have found no way to contact Ship Station and actually talk to someone to close this account that I didn't know I had. I believe that Ship access my debit card through Stamps .com because that is the only place this debit card is on file. I want my account Ship Station Closed and I want a refund of the money that took from my bank account. I now have to close this card out an get a new one now thanks to Ship Station. They are in my opinion running a Scam form all the complaints I am finding online. I want my money back and this bogus account closed.

  Business response

  03/28/2024

  Following direct communication with the merchant, we successfully resolved the matter through ticket 240327-001707 and provided clarification regarding the observed charge. We regret any confusion encountered during the initial interaction with our Support team, but we're pleased to have resolved the issue satisfactorily. Should the merchant have further inquiries, they are welcome to respond to the open ticket with our team, and we'll be more than happy to assist.

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have cancelled my account with them and they are currently holding ****** in postage. They are stating it will be 45+ days (30 days of account closure plus 14 business days) before I receive my refund for unused postage. If the account is cancelled I should not need to wait longer than the time it takes for the refund to reach my bank account. I've requested in writing that my funds be released now and they claim they have no control over the refund time frame.

  Business response

  03/11/2024

  Hi *******, thank you for bringing this to our attention! We are sorry to hear about your experience. The refund has been expedited and should post to your card within 3-5 business days. This same information and additional details has been submitted via ticket 4070653. If you need any further information or need additional help, please respond to that ticket. Have a great rest of your week!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩