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I got errors - "Insurance must be purchased within 48 hours of the ship date" and charged

  • Jun 1, 2021 9:28 PM UTC
  • 2 replies
  • 0 views

Hi,

 

Since I contacted by e-mail on Thursday I haven't heard from support until today (5pm on Tuesday).

I couldn't create a UPS shipping label since Thursday. Every time I tried to create I got the error "Insurance must be purchased within 48 hours of the ship date" and I failed to create a label.

 

I usually use Shipsurance for insurance and I have enough funds there.

 

I refreshed my browser and I tried to sign out and sign in process but I still got the same error and couldn't create a single label.

 

However I was charged (over $100) for all the failed attempts. (I contacted Stamps.com and they found out I was charged for all the labels that I failed to create.)

 

Please fix the error ASAP and refund the money. My online store is connected with Shipstation and need to ship my orders ASAP. I am paying the monthly service fee to get a better shipping cost but I had to use alternative shipping carrier which is more expensive and also already spent so many hours to send e-mails to ShipStation support but nothing was solved until now. I appreciate your immediate response. Thank you.

    2 replies

    Manager-Erin

    Hi @Chappy, 

     

    Thanks for your post and for being a part of our community, we are so happy to have you here with us. 

     

    I know that we were able to address this with you personally, but I wanted to respond publicly in case anyone else is in a similar situation. 

     

    If anyone else is seeing this specific error, you will need to reach out to the support team so they can help you resolve it. 

     

    Also, as a rule of thumb, any issue that involves a potential refund request- for  ShipStation Carrier Services or Shipsurance funds-  would also need to be directed to our support team as other members of the community and our community team would be unable to directly assist. 

     

    -Erin: Your Friendly ShipStation Community 

     

     

     

    • ClaireLMP
    • Feb 8, 2023 8:30 PM UTC

    I've got the same problem.  It's been 2 days and counting.

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