High UPS by shipstation rates

Hey Josh, 

Thanks for letting the community know, and please update this us when you get a response from technical support! 

Hi ​@Josh2026 yes i am experiencing the same as well! I am contacting my rep who helped fix this last time and hopefully we can get resolved fast!

Hey ​@grant99  Thank you, Hopefully it will not take as long to resolve as it did last time.

I am still experiencing this issue, has anyone got it resolved?

 It has been 2 days since the issue occurred, and our entire operation is on hold. No help from customer service either.

Since a few of you all, have called this out, I’ll personally reach out to the dev team to see if they are aware of it. Thank you for bringing this to my attention 

​@JuanAdmin yes, please.  This is extremely important, as we have stopped shipping because of this issue.  ​@grant99 have you been able to reach the rep that helped out last time? 

​@JuanAdmin Is there a way to get the difference refunded for those who are affected? It's a huge burden on our operations.

​@vialsdepot That’s a good question,  I’ll see what can be done there.  As far as what I have done, I have 

• Escalated Directly to Product & Carrier Teams: I have alerted our Product Managers handling carrier integrations so they understand the immediate operational and financial impact this is causing, and urged them to get this resolved as our highest priority.

• Aligned with Frontline (L1) Support: I’ve reached out to our Support teams to ensure L1 agents are aware of this specific behavior and know how to properly log these discrepancies when you all reach out, and what is needed when this issue occurs now or in the future. 

Hi, ​@JuanAdmin  This has become a matter of urgency; we haven’t got any resolution still and its the third day

​@JuanAdmin  checking in on this as well?   Very urgent for us as well, just as ​@vialsdepot said.    Now that this is the second time in about a month this has happened, we should be compensated for our delay in being able to use the platform to ship.  

​@JuanAdmin Any updates on how we can request a refund for the extra amount we paid for each orders?

Hey everyone,

Thanks for following up. I want to give you complete transparency on where things stand regarding rates and what steps you can take right now.

To be completely straightforward, we are not able to issue direct rate-difference refunds across completed shipments.

Carrier rates in ShipStation are generated in real-time directly through the carrier's API, incorporating live calculations like fuel surcharges, peak adjustments, and specific routing rules. Because postage transactions are billed and processed directly through those carrier ledgers at the moment of label creation, ShipStation does not have a mechanism to retroactively recalculate and adjust postage variances across past shipments.

You can read more about dynamic pricing here: https://www.shipstation.com/blog/dynamic-pricing/

Our engineering and carrier teams are actively treating this as a high-priority incident.

What We Recommend Doing Today:

While our teams work on stabilizing this, I strongly recommend rate-shopping and considering alternative carriers or services for your shipments.

I truly apologize for the burden this has put on your daily operations, and I will share an update here as soon as engineering confirms the rate calls are fully resolved.

​@Josh2026 yes my rep has let head of support know about the problem. It hasnt been fixed yet but I’ll let you know what they say. 

​@JuanAdmin  I understand about not being able to refund the rate differences, while I am not happy about it I understand why.  I will say anyone that has opened a case for this should be compensated with a month or two subscription free of charge.

​@grant99 sounds good!  Thank you,

Hey ​@Josh2026, 

Thank you for understanding and for sharing your perspective so constructively.

While we can't manage account billing or credits here in the forum, I definitely encourage you to discuss the operational impact directly with your assigned agent on your open support ticket once the incident is resolved.

Thanks again for your patience and for keeping the conversation productive!

​@JuanAdmin Any updates on this?  It is beyond urgent that we can ship tomorrow (Monday 9/21/2026)  

I noticed this too last week.  I have my own UPS account and I can confirm that UPS by Shipstation rates are still significantly lower on multi-package shipments but about the same on single package shipments.  They’re not as good as they were a week ago, though, and it’s not even close.  This may be just a rate adjustment or it may be that they’re charging more because package volume is up - it is late September and we’re going into peak season.  It would have been nice if we were given a heads up if that’s the case.  

​@sales244  I briefly considered this increase to be an actual rate increase, but it would be a massive increase.  I shipped an order to las Vegas a few weeks ago for $257 and that same exact order would cost $490 with the prices I'm seeing currently. Plus this same thing happened about a month ago.  Also, the support rep on my case said they know it's an issue.  I am holding my breath for an actual increase with the fuel continuing to rise, hopefully these shipping companies understand an increase would mean less volume. I have already raised prices because of the insane ocean freight costs, and if domestic shipping increases I know I will sell less.

Hey everyone,

I don't have a concrete update to share just yet, but I am actively reaching out to our backend team today to see where things stand.

I'll post back here with a status update as soon as I hear back from them!

​@Josh2026 no update as of now… hearing back from my rep today. We have 100s of orders we cant ship out too, this needs to be fixed asap. I doubt it is a rate increase since this exact problem happened like a month ago. Josh did your ticket get escalated or have you heard back from them?

​@grant99 I have told the support agent it needs to be escalated, he said it was escalated as high as he could push it, He actually said in the last email that since it was escalated, he wasn't the agent assigned to it anymore?  I have called in as well and that really doesn't do anything either.   I sent another message this morning about 9 am eastern, haven't received anything back yet.   I have looked around at other rate consolidators and i can't find anything close to the UPS rates we get through SS,  if this is going to be a frequent issue i guess i will need to start looking harder.

​@Josh2026 yes i agree, i reached out to the Senior Director for Support for Shipstation on LinkedIn and waiting on her response. She helped us out last time escalating this ticket. Crazy how this keeps happening. Let me know if you have any updates 

The last time it happened it was resolved in a couple of days.  It’s been quoting this way since last Wednesday so today is day 6.  That’s why I’m getting worried that this is the new normal.  I’ve just been shipping and eating the cost for now because if I don’t ship, the customers are going to complain.  

​@JuanAdmin  did you find anything out today?