Ship Manager not sending digital commercial invoices

Hi Steve,

I understand the challenges you're experiencing with Ship Manager not sending digital commercial invoices when using UPS for international shipments. It can be inconvenient to manually send commercial invoices by email after shipping, causing delays in the process.

Since you have already checked the Account has Paperless Invoice Enabled option in Settings, it's unlikely that it hasn't resolved the issue. I recommend reaching out to our QuickBooks Desktop Support again and expressing your specific concern about Ship Manager's inability to send digital commercial invoices when using UPS. They should be able to provide you with further guidance.

If you have other questions in mind, you can always go back to this thread. I'm just right here to continue helping you. Take care!

Unfortunately, Support wasn't able to help...spent over an hour on the phone, and they have no idea how the ship manager works.  The internal code in the UPS Ship Manager within Quickbooks is broken, and no one seems to know what QB department is in charge of that code.  I am desperately trying to talk with someone who knows about the internal workings of the Ship Manager.  There has to be someone at QB who built this with the cooperation of UPS. I would very much appreciate it if you could find out who that is and let me know their contact info or have them contact me.

Thank you.

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I wish I could make this better, Divnick. However, since the Community is a public forum, and we'll need to collect some personal information to pull up the internal workings of your account's Ship Manager, I encourage you to reach out to our Technical Support team again. They can further investigate the cause of the issue and get this fixed in no time. Here's how:

1. Go to Help, then select QuickBooks Desktop Help.
2. Select the Contact Us button.
3. Enter a brief description of your concern in the What can we help you with? field and click Continue.
4. Choose a way to connect (Chat or Callback).

Once everything is all set and you may want a detailed answer to your FedEx, UPS, or USPS-specific questions, we highly recommend visiting the Intuit QuickBooks Shipping Manager page and checking the FAQs section.

Let me know if there's anything else you need or further questions about QuickBooks Shipping Manager. I'm always ready to help.

I'm afraid you are not understanding the issue.  I have reached out to Technical Service several times and they haven't helped.

The FAQ's in the Ship Manager section describe how it is supposed to work. I use the ship manager and send out thousands of dollars worth of shipping per month.  

The problem is that it doesn't send the digital invoice to UPS so it holds up international shipments, and i have to resend a saved copy before the shipment can move.  This issue is not addressed in the FAQ's.  

Something internal is broken, and NO ONE AT QB KNOWS WHO WROTE THAT CODE.  It didn't happen on its own...someone created it with the cooperation of UPS.  I need to talk to the person who can fix it.  I don't understand why you, technical service, or anyone else can't find the department that created the Ship Manager.  

I believe that Shiprush is the company that wrote the code for this. It still does not work. We click the enable paperless invoicing, the labels print and a day or two later UPS contacts us stating the version they recieved is blank.  It would be nice if Shiprush could fix this for QB.  

Shiprush wrote the program to interface with Quickbooks. It's still not working. Paperless Commercial invoicing is selected, two labels print, one for she shipping method and the other for the paperless invoice. After UPS has picked the package up we recieve an email 1-2 days later stating they cannot see or read the electronic version of the paperless invoice. It's very frustrating. 

I totally agree.  I am now shipping multiple international shipments per day, and so EVERY DAY I receive emails asking for the Commercial Invoices.  It is costing UPS time and me time, and it delays the shipment.  This is not very professional for a company that prides itself in good customer service.  UPS should be the motivated entity to get this fixed. I would imagine it would be an easy solution for the code writer at Shiprush.

I just sent an email to the Shiprush customer service at [email address removed].  I encourage you to do the same.  Maybe someone there will take care of this.

I would love to find out how the first reference number can be changed to the PO number. It's some type of 000000 strike number that means nothing.  I should state I'm 99% sure that Shiprush writes the code for the interface.  I apologize if I'm incorrect on this. 

I received a reply from the Descartes service desk (Shiprush) confirming that they did, in fact, write the code for the UPS Ship Manager within Quickbooks "a long time ago".  But they said they have never offered support for it and recommended I contact QB's.   Unfortunately, that has never worked.  QB says to contact UPS and UPS says to contact QB.  No one wants to be responsible for it.

We have had the same issue for many years.  Quickbooks blames UPS.  UPS blames Quickbooks.  Our solution was to switch to using Fedex within QuickBooks Shipping Manager for international shipments.  This is very discouraging, I know.  For every one complaint on this forum there are probably hundreds of people with this issue.  It seems all their focus has gone to Quickbooks online.

Test, I think they blocking me from answering.

Guess not.

Shipping manager is not supported by QB.  Even through they brag about its free to use if you sign up and pay for their software.  I'm paying $7000 a year for Enterprise and every new release QB does, it breaks something useful.  I've tried many times to get help for the shipping manager and they all say, call UPS or call Stamps.  None of the customer service agents know anything about the product.  

I'm looking at Acumatica, Sage and Netsuite because of QB lack of carrying about customers needs, only quick call backs from robots.  I suggest you explore those options if you are using Enterprise.  

Reach out to Shiprush. They built the interface for Quickbooks, maybe some day they will get it fixed.  I would stay away from Sage. We switched from their platform which had no support, charged more for their Sage 50 product and never updated it.  Quickbooks Enterprise works so much better than Sage 50 on so many levels. I too wish the Shipping interface was fixed and am hoping someday there's more options to add customer po's to the shipping label too.  So far after two years Quickbooks isn't perfect but much better than what we had. You're not alone with your frustration.

I guessed ShipRush wouldn't reply based on other post.  Have you tried personally?  

Thanks for the info on Sage. 

I have not.  We always select the paperless customs invoice but when UPS gets it it's blank. They email us and we send a paper copy.  We created a sales form in Quickbooks that replicates the Commercial invoice so all we need to do is email.  We also attach a paper copy to the outside.  We used to use Shiprush with Sage 50 which worked better but every time Sage had an update Shiprush would break and take two weeks to fix from support at Shiprush. 

At my other business we use Zonos for our international shipping from our website orders.  It makes it super easy and documents are automatic and orders are insured against fraud.  Not sure if you are selling via website.