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Troubleshooting UPS Direct Shipment Errors: Account and Preset Conflicts in Webgility Desktop

This article helps Webgility Desktop users resolve UPS Direct shipment errors that occur despite using the same UPS account and shipping presets across multiple channels profiles. It addresses a known issue where platform-level account conflicts prevent shipments, even when individual sales channel setups are correct, and provides steps to troubleshoot and fix the problem.

Overview

This article provides guidelines for resolving UPS shipment errors that occur despite using the same UPS account and shipping presets across multiple stores. This is a known issue where platform-level account conflicts can prevent shipments, even when the setup is valid elsewhere.

Common Symptoms

  • UPS shipment fails to process with an ambiguous or general error.
  • The same UPS account and preset settings work successfully in another store.
  • No recent changes to the carrier account or store configuration.

Root Cause

Platform-level caching or account linking issues may cause a valid UPS account to fail for shipments in one store while functioning correctly in another. This often leads to unexplained errors that are not resolved by modifying shipment presets or basic store configuration.

Resolution Steps

1. Confirm Error Reproduction

  • Attempt to create a shipment using the existing UPS account and presets.
  • Document the error message and affected store instance.

2. Cross-Check Store Configurations

  • Compare the working and non-working store settings:
    • UPS Account Number
    • Shipping Presets
    • Address Matching (Shipper, Pickup, Return)
  • Ensure both stores are using identical credentials and preset parameters.

3. Add a New UPS Account

If above checks are consistent and the error persists:

  • Navigate to: Connections > Shipping > Shipping Settings
  • Click Add New UPS Account.
  • Enter the existing UPS credentials as a new account (ensure a unique nickname for distinction).
  • Assign this new account to the affected store’s shipment presets.
  • Retry the shipment creation process.

4. Confirm Resolution

  • Shipment should be processed successfully using the new account instance.
  • If successful, the issue is isolated to the previous account-store linkage.