Cannot print without agreeing to pay customer duties - DDP is NOT enabled, and I do not want it

[info301]

Starting today, the system is prompting me to agree to enable and agree to DDP. I do not want DDP. I do not want to ever agree to pay the customer's duties and taxes, and never will.

Support told me an update had checked this option to enable this in settings, and to turn it off. It was turned off, but when I refreshed the page, it was toggled on. So I turned it off, saved, and am still getting prompted when I try to print the label. The order is set to "Recipient pays Taxes" in the drop down, and DDP is NOT enabled in my settings; it is unchecked. Yet it isn't letting me print a label without agreeing to pay the taxes on behalf of the customer. 

They tell me to go ahead and check it, and just see if it applies the taxes to my cost. Really? I don't agree to pay taxes or use DDP, DDP is toggled off, so why am I being made to agree to the terms for something I don't use?

The AI email I got asking about this said" By accepting the terms and selecting the DDP option, you agree to pay these duties and taxes on behalf of your customer. This can be beneficial if you want to ensure that your customers do not face additional charges upon delivery, providing a smoother experience for them."

Is this happening to anyone else? 

And just to say to Shipstation: an update should NEVER change a setting like that without informing the users, especially in a case like this. 

[CaraAdmin]

Hello @info301!

Thank you for reaching out. I see you were able to connect with support and work through some of your questions. I wanted to post for other community members as well. I understand the concern around DDP appearing when creating labels, and I’m happy to help clarify what you might be seeing.

It appears that a recent update may have altered the Duty & Tax settings in your account. To turn this off, you can update your settings by following the steps below:

How to Disable DDP (Pre-Paid Duties & Taxes):

1. Go to Settings
2. Select Shipping
3. Click International Settings
4. Uncheck “Duties and Taxes”
5. Click Save Changes
6. Here’s a visual guide for reference: https://share.zight.com/DOu7wo52

I sincerely apologize for any confusion or frustration this update may have caused. Even with this new setting in place, please rest assured that if a carrier doesn’t support DDP, it will not be applied to your shipment. You may also find these articles helpful for additional context:
• Pre-Paid Duties and Taxes (DDP) Guaranteed
• Carriers that Support DDP

Regarding the banner that appears when you click Create + Print, this is part of the new DDP experience. I know you prefer not to use DDP, so I want to reassure you:
✅ The banner is informational only
✅ Clicking “Accept” does not automatically apply DDP
✅ As long as the setting is unchecked in International Settings, DDP will not be added to your labels

If you’d like to double-check any order details, you can open the Cost Review section before purchasing a label. If DDP is enabled for a shipment, you will see an Additional Charge labeled “Duties and Taxes (Guaranteed).

If you have any additional questions, please don't hesitate to reach out here or to support@shipstation.com.

Happy Shipping!

-Cara

[winfieldcollect]

I have a real issue with this.  You are forcing us to agree to something that we don't agree to.  These Terms and Conditions are legal documents.  The pop-up continues to appear for every order, even if DDP is involved or not.

We have disabled DDP per the instructions above and the pop-up still continues with every Create & Print label.  This needs to be removed immediately.

We are currently on hold with our shipments because we refuse to agree to a legal document that states we will pay those duties and taxes.  Telling us to go ahead and agree, even if we don't, is illegal.

[info301]

Same. We are putting these orders on hold, or shipping them outside of ShipStation if this isn't resolved. We can't click a box saying we legally agree to this if we don't agree. 

[josh88]

Same here! Not cool SS.

[jwho]

@info301 howdy, yes this is a bit unusual as appears ShipStation made this feature an Opt-Out vs Opt-In for all users. A bit strange to assume that DDP is something more people want vs a choice to opt into if you want. 

Given that, in addition to being forced to accept the terms of the new DDP - be sure you go into your Settings > Shipping > International Shipping and uncheck the box that has: Bill duties and taxes to payor of shipping charges.

In fairness offering DDP is great for some businesses as a customer service item, but if you don't realize you're paying that and don't have your online store configured to either collect that cost by increasing item price or adding it at checkout (or knowingly cover that cost) - you're going to see your shipping charges increase w/o realizing you are by default opting into DDP based on the way ShipStation rolled this out. Additionally, if you're a 3PL and running ShipStation, you need to be super careful about this b/c some of your customers may or may not want their stuff going DDP. 

I have not accepted these terms yet on our account either - will wait to see what happens. 

[josh88]

For some reason, the "Duties & Taxes" section in settings does not appear at all on my account.

[hos]

Same, there is not a Duties & Taxes section showing. How do we get out of this.

[jwho]

To be honest - I think they may have just rolled this back or hid this setting while they sort it out. It's now gone from my acct settings as well... 

[info301]

Yes, it mysteriously disappeared now, though it was there before. Which hopefully means they are working on a fix for this, though support is still telling me to just do it and all will be well. A bit of a gaslight, there.
I understand they say that checking this off will not result in charges if we have it toggled off in settings. But the popup that happens when we try to create labels is not just "informational" as they are telling me. It is requesting an electronic acknowledgement of a binding legal agreement that we agree to enable DDP and accept their terms and conditions. Seems off and probably illegal to force accepting that on someone not even using it. If the only way to print a label is to accept terms and conditions for an add-on I never intend to use and do not accept terms of, then I need to seek other solutions, as I'm not going to be gaslighted into just clicking to sign something legally binding just because I am told I won't be charged if I do it a certain way. They have already demonstrated that an update enabled that setting as "on" so I'm sure it could happen again. Anyway, seems like they are working on it, even if the rep I am emailing with won't even admit it is an issue that should be addressed.

[josh88]

Just FYI for everybody, when you are printing an international label, there is a checkbox that is still checked by default that says the payor of shipping pays duties and taxes. So make sure you uncheck that before creating the label if you don't want to pay duties and taxes. I will take a screen shot on the next order to show you.

[hos]

We saw this on our first label. However, now that is not even showing at all, either as an option to check or uncheck.

[info301]

Yes, please do share a screenshot of that so we can know where it is, and thank you! 

[josh88]

Well...the popup is back even though the "Duties and Taxes" option appeared in settings and we unchecked it. 

[1StunnaV]

yeah, I just paid nearly double for eBay domestic shipping, solely because I refuse to click I agree....   If this isn't resolved within 72 hours. I am jumping ship....    

[1StunnaV]

FYI - I figured out the easiest workaround right now, fill in all of the shipment info on the computer, then open the shipment on the phone app and get label from there, if you refresh the shipment on the pc, you can then print the label... you can use this as a temporary fix until they fix it or you find another vendor who doesn't force these things needlessly 

[info301]

Well, the disappeared Duties tickbox/button in International Shipping settings is now back, and unchecked in my system. But the pop-up telling me I must agree to the DDP thing the tickbox controls remains. I wish the mods would give an update on if this is going to be fixed, and what is going on. As it can't remain like this. It makes no sense. Does anyone know anything more? 

[CaraAdmin]

Hello @info301!

Thank you for reaching out and sharing your feedback — I’m glad to help clarify what you’re seeing.

The prompt you’re encountering is simply letting you know about a new, optional ShipStation feature that provides access to Guaranteed or Estimated Duties & Taxes with select carriers for those who want to ship using DDP. Many merchants find this helpful, so we’re excited to make it available!

Since this feature was added, our Terms & Conditions have been updated to include the new details. Accepting the revised Terms and Conditions (T&C) is required to continue using ShipStation, but rest assured — you are never required to use DDP if it’s not the right fit for your workflow.

The great news is that you can continue shipping just as you do today, and DDP will only apply if you choose to enable it.

If you’d like, I’d be happy to walk you through where to manage your DDP settings or answer any questions you may have. I’m here to help!

I hope this provides some clarity for the community!

Happy Shipping!

-Cara

[info301]

Well this is truly unfortunate. It seems so nonsensical of a way to implement this that it truly seemed like a bug in the new offering; I thought I was offering you useful feedback by reporting it to support as it comes across as a programming mistake. This prompt isn't just letting us know about it, as you also mention, it is changing T & C. You say it is optional, yet the prompt forces us to agree to enable it and accept its terms, even to print a label that does not use it. That just does not make sense. We may not be required to use it, but we are required to enable it?

It's a lousy way to treat long-term customers. Things that change T&C like this update should be explained in full in advance to people before rolling them out. Maybe there are larger companies who want to use DDP, but there are many who don't; I'm certainly not at all excited. Not being able to opt out of agreeing to it just feels wrong, and very much like something dire and costly could go wrong with the flip of an update that toggles this on again without our knowledge, just like this update did. Plus, it is extremely confusing to the end users as to just what we are agreeing to, and moreover, why.

This leaves me setting a goal to seek alternatives either now or in the new year. Depending on circumstances I may be stuck here for now due to pre-orders in the que that can't ship yet, but I am now thinking that I shouldn't stay here forever. And maybe I'll find a way to move them out; if not once they are done, maybe its time to move on, as annoying as that can be. It's too bad, I overall think it mostly works well enough for my needs, but this feels like some weird strong-arm compliance technique. This was a lousy experience.

[CaraAdmin]

Hello @info301!

Thank you all for sharing your concerns — we truly hear you and understand how this update may have caused confusion and frustration. We’ve passed along every comment to our team so they are fully aware of the feedback being raised by each of you.

I want to reassure you that shipping with DDP is not required. The update you’re seeing is related to the revised ShipStation Terms & Conditions, which now include information about the optional DDP feature. While accepting the updated Terms and Conditions (T&Cs) is required to continue using ShipStation, choosing to use DDP is entirely your decision.

If DDP is not something you want to use, you can simply turn off the International Setting that enables it by default. Once this is disabled, your workflow will remain unchanged from its previous state.

DDP was introduced with the intention of helping merchants avoid situations where their customers face unexpected duties or tax charges upon delivery. Many sellers appreciate this added flexibility, but we understand it may not be right for everyone — and that’s okay.

For additional details, this article may be helpful:
https://help.shipstation.com/hc/en-us/articles/4401816013595-Bill-International-Duties-to-Payor-of-S...

To clarify:
✅ Accepting the updated ShipStation Terms & Conditions is required
🚫 Shipping with DDP is not required
⚙️ You can turn the DDP default setting off at any time

We truly appreciate your feedback and patience as we work through this update. Please continue sharing your thoughts — your voices genuinely help shape our improvements.

-Cara

[User2]

These duties and tax estimates aren't even close to accurate.  Why make this change if it hasn't been thoroughly tested? Baffling.

[CaraAdmin]

Hello @info301 and to the rest of our Community!

Thank you for sharing your feedback with us. We truly appreciate how unexpected pop-ups can disrupt your workflow, and we genuinely understand the importance of bringing this to our attention.

I want to reassure you that it is not our intention for this pop-up to appear when you are shipping DDU. Our team is aware of the issue and is actively working on a fix to ensure the experience functions as expected.

We’ll share an update as soon as the resolution is in place. Thank you for being so patient while we work to make this process smoother for you. Please continue to share any additional feedback — it really helps us improve.

We appreciate your patience!

-Cara

[info301]

So just to be clear, you are saying that a fix is coming that will remove this popup forcing agreement for enabling DDP from orders shipped DDU? I have orders that I am waiting to ship until this is resolved, and it sounds like now you are saying that this will be fixed, instead of being a requirement of using Shipstation as your previous response asserted? Any ETA for the fix? If it is going to be a while, can you consider reverting to the prior version so that those of us waiting can ship our DDU orders?

[info301]

@CaraAdmin Any update on the questions in the reply to you above? 

[CaraAdmin]

Hello @info301!

Thank you for following up! The updated Terms & Conditions are simply informing you that DDP coverage is now available. You are never required to use DDP, and accepting the Terms and Conditions does not make you responsible for it.

You remain entirely in control — simply accept the updated Terms and Conditions and ensure the toggle for DDP coverage is turned off if you don’t want to use it. This way, your shipments will continue exactly as they have been.

We also want to note that it is not our intention for the pop-up to appear when shipping DDU, and our team is actively working on a fix to ensure the experience functions as expected.

Thank you for being so patient! 

-Cara

[wesohoodrich]

This is not a fix. We don't want to accept this new TOS, especially with how you rolled this out as an opt out instead of an opt in. Our operations have ceased because of this incident. I see there are many others. 

[info301]

If you don't want to completely cease operations until this is fixed, you can use another free service like USPS click-n-ship for USPS orders, or Shippo which has a free version for both USPS and other carriers. Then just mark your orders as shipped in Shipstation, and input your tracking number there and in your marketplace. Just note that the orders done this way won't show up under the "shipped" tab in Shipstation; you will have to go to "Fulfillments" instead to find them, but at least they will still be there. It is a bit clunky but it is a work around until this gets properly addressed in a more acceptable way. Plus maybe its a way to wean off, if you try something else and it works well enough for you.

[CaraAdmin]

Hello @wesohoodrich!

We’re so sorry for the frustration this has caused, and we genuinely appreciate your patience as we work through these updates.

That said, we have some good news! 
An update was made to ensure that agreeing to the new Terms & Conditions is no longer required for the following shipment types:

✅ Wallet international shipments with DDU
✅ Bring Your Own Account (BYOA) international shipments with DDP
✅ BYOA international shipments with DDU
✅ Wallet domestic shipments
✅ BYOA domestic shipments

We hope this update helps simplify things for you, and we genuinely appreciate your understanding.

If anyone is still running into issues, please feel free to reach out here or to support@shipstation.com

Happy Shipping!

-Cara

[info301]

Not sure what "Wallet" vs "Bring your own account" is, but I must have one of those as it worked for me for both domestic and international DDU. Thank you for the update!

[CaraAdmin]

Hello @info301!

That’s a great question! Here’s a quick overview:

BYOA (Bring Your Own Account): This option allows you to use your own carrier account, along with your negotiated rates.

Walleted Carriers: These are carriers with pre-negotiated rates provided by ShipStation, so you can ship without having your own account.

For more details, you can check out these example articles. We also offer Wallet rates for other carriers, which you can explore in our Help Center if you’d like to learn more:

UPS (BYOA)

UPS from ShipStation (Walleted)

I hope you find this helpful, and if you have any questions, please feel free to reach out here or to support@shipstation.com 

Happy Shipping!

-Cara