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Shipstation has a stranglehold on shipping, so I still use them for some things. But they are exceedingly bad. For example, 19 days ago Shipstation changed international shipping defaults so that I am now covering duties and taxes for international shipments. But, they did not notify me or my team of this setting being defaulted to "on" all the time. The result is that I have accidentally incurred massive costs that were meant to be paid by my customers and that I did not account for. I'm still waiting on invoices to come in from my couriers to see what the total loss is.
I contacted their support and they showed me how to turn this off. But when I asked about why it was set to on for 19 days, and why no one notified me of this critical change to defaults; the best I got was an apology. I wonder how many users are unwittingly incurring these fees. The setting is burried well below the customs declaration in an area with obscure an infrequently used settings, so I suspect that many users are not aware.
Thank you for taking the time to share this feedback, and we’re truly sorry for the frustration you’ve experienced. We understand how unexpected duties and taxes can significantly impact your business, and we take concerns like this very seriously.
We did want to clarify one important point: the Delivered Duties Paid (DDP) option was not automatically enabled for merchants. This feature required an explicit opt-in through a Pendo in-app message. It’s possible that the prompt may have been missed or unintentionally dismissed, but we did not turn this setting on by default or make changes on behalf of users.
That said, we completely understand how easily something like this can be overlooked, especially during busy order periods. Your experience highlights the importance of ensuring feature changes and optional settings are communicated as clearly as possible, and we’re actively reviewing how we can make that even better.
Our team will be reaching out directly to discuss your situation and see what options we have to help make things right. If you have any immediate questions in the meantime, please don’t hesitate to contact us. We’re here to help!
They will incorrectly overcharge you for a shipment 6 months ago, then claim its bast the dispute window when you reach out to them about it, they literally stole thousands
Hey there, thank you for reaching out and bringing this experience to our attention! Our team will be in touch with you in your open ticket with additional info regarding your claim. Keep an eye on your inbox for an update from us!
ShipStation is THE WORST. I don't know if there are alternatives, but I loathe them to my bones. When you have an issue, you chat with someone that is EASL and each chat response takes 13-24 minutes. EACH RESPONSE. So when you have to chat for help, the roundrip costs you ALL DAY and the prize at the end is zero resolution to the problem because all they're doing is reading through the help documentation, which is where you started. SO MUCH HATE FOR SHIPSTATION. UGH.
We’re truly sorry to hear about your recent experience with ShipStation. This is far from the level of service we strive to provide. We completely understand how frustrating it can be when you're trying to resolve an issue and it feels like you're getting nowhere, especially when time is of the essence.
We did reach out to you directly via email to offer a phone call, as we’d really like the opportunity to better understand the challenges you’ve faced and to work toward a resolution that actually meets your needs.
Your feedback is incredibly important to us, and we're committed to doing better.
I cancelled our service more than 3 weeks ago and Shipstation continue to charge my credit card without my authority. Very buggy would not recommend using this as a shipping platform at all. Support is overseas and script based and they aren't able to resolve issues which cause delay in shipping orders.
Hi there, thank you for sharing your experience — we're truly sorry to hear about the frustration you've faced. We understand how upsetting it can be to feel charged unfairly and encounter delays in your shipping process. Please know that your concerns are important to us.
Our team has been actively communicating with you through ticket #8750127 and has provided the next steps to help get this resolved as quickly as possible. We’re committed to making this right and appreciate your patience as we work through it together.
If you have any additional questions or need more assistance, please don’t hesitate to reach out through that ticket. Wishing you a smoother rest of your week ahead.
We loved Shipstation until the tariffs came into play. Having no way to upload customs documents for our CUSMA/USCMA compliant items is a total deal breaker. We tried to be patient and wait for a solution but they have done nothing about it when most of their competitors have.
Hi there, thank you for sharing your feedback. We’re truly sorry to hear that the recent tariff and customs documentation requirements have impacted your experience with ShipStation. We understand how essential CUSMA/USMCA support is for merchants, and we completely appreciate why this became a deal breaker for your business.
I want to assure you that the ability to upload and manage customs documents is on our product roadmap. While we don’t have a firm ETA to provide yet, our team is actively working toward a solution. We know this functionality is important to many merchants, and your feedback has been invaluable in helping us prioritize it.
We’re sorry to lose you as a customer, but we appreciate the time you spent with us. If you ever decide to revisit ShipStation in the future, we’d be happy to help in any way we can.
Update: Justin worked to get this resolved, and Shipstation has now refunded the amount charged. I will continue to use Shipstation.
Their software glitched (reviewed and admitted by the support staff), which removed a decimal point. This resulted in a customs charge being drawn from our bank account of almost $6000 instead of $60. They refuse to rectify or return the money.
Hi there, thank you for reaching out and making our team aware of this. We apologize for this frustrating experience. We have reached out and touched base with you by phone and will be following up via your open ticket once our team has additional context to provide.
If given the option, I would immediately discontinue using ShipStation. The platform suffers from persistent bugs and an ineffective support team that consistently fails to resolve reported issues.
In recent experience, even basic functionality—such as real-time synchronization with Shopify—frequently ceases without warning. No alerts or notifications are provided when sync failures occur, forcing users to detect problems reactively, often the following day. Manual intervention is then required to restore synchronization.
Overall, ShipStation delivers a highly unreliable and poorly maintained software solution that falls far below acceptable standards for e-commerce integration tools.
Hi there, thank you for taking the time to write your review! Our team has followed up with you via email to understand your surfaced pain points in greater detail. Hoping to hear back from you shortly!
ShipStation has been the perfect system for our e-commerce business with a limited number of tangible SKUs we ship to customers in the US and Canada. The software is user friendly and very affordable compared to all of the other systems I reviewed. The onboarding process was awesome. Chelly Bell was my account rep and my weekly calls with her resolved every issue and question I ever had. Thanks ShipStation and Chelly!
ShipStation has been a fantastic shipping software for our business needs. Lots of options and settings to customize the software for our specific case scenarios. Great support and onboarding team that helped us get up to speed very quickly. 5 stars all around.
Switching to ShipStation has been the best decision we’ve made this year. The platform is incredibly versatile, user-friendly, and easy to navigate. It gives us full visibility and control over all our shipping needs. We’re very satisfied with the experience, and their customer support has been excellent!