Shipping Easy changed zip code on label and package went to wrong location!

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On August 8 I sent a package to NY, and unbeknownst to me, Shipping Easy changed the zip code. The zip code on the original order was good, and there was no reason for it to have been changed.

(All of the rest of the address was the same, and good, so there was no reason to change the zip code, which was shown correctly on the order.)

So the package was delivered to the wrong address, and I don't see any way to get it back, unless the recipient gets ahold of me (very unlikely, I'd say). It was delivered on August 10.

My complaints are:

1) no way to contact Shipping Easy except through the forums here (I understand that my level of plan does not allow this.) For now, I just hope that they do read these forums regularly.

2) There should be an alert in the process of making the label that something on it was being changed. Seems that other services do this. If this was in place I would have seen the alert and been able to override it.

Looks like I am going to have to refund my customer, and not due to any error made by myself. : (

Sharon

sharonsvintagejewelry.com

Sharon Blanding
August 15, 2016 18:23
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Official Comment

Hello Sharon, and thank you for posting to our community!

I'm very sorry to hear about your mis-delivered shipment and myself and another colleague spent some time digging into this issue for you.

The last thing we want is for ShippingEasy to recommend incorrect addresses.

After looking at the address your customer provided, it would appear, that the original Zip Code 11238, is actually for a Brooklyn address. If you look up the 11238 Zip Code, the mapped results in Google are for Brooklyn.

However, because the city provided was New York, our address validation suggested a Zip Code that would be correct for New York City instead of Brooklyn.

Our recommendation, when alerted to an invalid address in ShippingEasy, would be to contact your customer to confirm the address or use the USPS address verification page to double check the information.

While ShippingEasy can alert you to invalid addresses, unfortunately the suggestions it makes are limited to the invalid information provided. It may be necessary at times to verify the address before accepting any suggestions.

I hope this information helps you to avoid any future delivery problems caused by invalid addresses.

Thank you.

Jacen P. [ShippingEasy]
August 17, 2016 17:34

4 comments
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Oddly --

The label only changed the zip code, even though for the zip code shown on the label the address should have been "Street" instead of "Avenue" to be verified for that zip code. So that makes it extra weird. It maintained my "Avenue" (which is correct for my customers zip code) but when Avenue is used in the zip code on the label, made that one an "unverified address." So it turned my verified customers address into an unverified one. But it still got delivered (unfortunately not to my customer, since it was the wrong address!) Kind of surprising it was delivered, since this was in New York.

Anyhow, I am refunding my customer today. But not happy about it.

I guess the lesson learned here is that I need to double check line-for-line every label I print through SE, something I haven't needed to do in the 10 years I've sold online. (I want to keep SE though, because it appears to be the only app for Shopify that allows you to show a "shipped from zip code.")

Sharon Blanding
August 17, 2016 10:52

Hello Jacen,

Thank you for your response.

"Our recommendation, when alerted to an invalid address in ShippingEasy ...."

I did not receive any kind of message (that I saw, anyway) when I made the label alerting me to the fact that it was being changed. Otherwise I certainly would have pursued the issue. If it is there on the page somewhere and I missed it, perhaps you could change the format so it is more evident? Or perhaps it didn't alert me because it was in fact a valid address -- but then it went ahead and changed it anyway?

Brooklyn is actually a borough of New York City and is not an independent city. Hence, usually a New York City address works, or should. (Always has in the past.) At least if the zip code is correct, which in this case it was.

Also the fact that my address had "Avenue" (which is only good in the 11238 zip code) was left unchanged on the label (and to be good in the 10013 zip code it should have been changed to "Street") makes the whole thing quite strange.

Anyhow, I'll know to look more carefully at the label, at least in New York City! (But also, perhaps the alerts could be made more apparent, if there was in fact one issued for this label.)

Thanks again,

Sharon

Sharon Blanding
August 18, 2016 15:09

Hi Sharon, thank you for the response. I'm surprised you were not alerted to the invalid address. In our tests here, we were alerted each time. Perhaps the alert I am describing is something other than you are expecting.

Would you mind emailing us at issues@shippingeasy.com, so I can send you some screen shots of what the alert will look like, as well as some additional information about the address we obtained from USPS?

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Shipping Easy changed zip code on label and package went to wrong location!

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