Unexplained UPS adjustments and support that refuses to investigate
We have used ShipStation for years and follow an established shipping process. Recently, we have begun seeing frequent UPS-related charges and adjustments—despite no meaningful change in the way we measure, pack, or ship our orders. When I contacted support about a $103 charge, the transaction was shown as a “Purchase,” not an adjustment. Rather than identify the underlying shipment(s), adjustment IDs, UPS measurements, or charge breakdown, the agent simply called it a UPS adjustment and gave a generic explanation about packages possibly being under-declared. That is not an investigation. I asked for the original label dimensions and weight, UPS’s alleged measurements, the date and location of the scan, the adjustment reason, the carrier invoice, and the contractual authority for ShipStation to automatically debit our balance and card. I also asked why this pattern has suddenly become daily. None of that was answered. What made this worse was the dismissive attitude: “It is not a ShipStation fee. It is charged by UPS themselves. If you want to view those details, go to Settings…” ShipStation’s own documentation states that it adds an Adjustment Processing Fee on top of carrier adjustments, so this answer was incomplete and misleading. I do not need instructions on where to click. I need ShipStation to investigate the account, document each charge, explain the sudden pattern, and escalate the matter to someone who can actually address it. Until that happens, I cannot recommend ShipStation to a business that needs transparent billing and competent support.