New Customs Changes and International shipping Labels being rejected due to lack of requirements

[Creator]

I'm not sure where this report of an issue with the way square is generating international labels needs to be put, but there is a flaw in the way shipping labels are being created. I have my full name and address as my sender info for all shipments. For all domestic shipments, it works fine and all of the info is included when I create a domestic label, but for some nonsensible reason, when I create international labels it automatically omits my name from the sender form in the customs form. Seeing how this auto loads and I can't change it, this is a problem. 

I received a returned international package that was never passed through customs because there was "no sender name". This is a violation of customs requirements and needs to be fixed immediately. If our names are filled in full with our addresses, wtf is it being omitted when we create international labels? Now I am having to eat a $14 shipping charge because I had to create this label yet again directly in shippo and input my name. Please fix this issue. I am sure you guys are costing several of your customers tons of money when they receive all their international packages returned due to this label omission of name nonsense on international packages that is a violation for US customs now. It makes absolutely no sense for international labels to be automatically generated without the sender's name filled in the way we already input that info in for our accounts. 

[Laurie_]

Hi, @Creator, thanks for reaching out to bring this to our attention.

This is a great question to raise with a Square Online specialist who can test and confirm what the expected behaviour is when generating international shipping labels, and whether this can be resolved on Square's end or if this needs to be directed to Shippo's team.

If you'd like to speak with our Support Team by phone, you can give us a call at 1-855-700-6000 between 6 am - 6 pm Pacific Time Monday - Friday. If they direct you to Shippo, you can reach out to this team via the following channels:

1. Visit their Support Centre.
2. Email their Support Team at premier-support@goshippo.com
3. Submit a Contact Request.

[Creator]

Thank you so much for forwarding this issue on to someone who will fix it. It negatively affects all square customers that ship internationally and I imagine with the holidays coming up that square would want to address this as soon as possible. 

I recreated the label for the international package  directly through shippo, when I had to create a new label to ship it back out after it was returned by US customs for not showing my sender name on the package. There was no issue on shippo's end when I created the label. They are using all of my sender info including my name as intended which is input correctly in both my shippo account and my square account. They are not randomly deleting my name, only square is doing this with international shipments when labels are created through the e-commerce site. I don't believe this issue lays with them. Thanks for your help.

[Laurie_]

Hi, @Creator, apologies if my previous message has caused confusion.

We'll need you to reach out to our Support Team (with the information provided above) in this instance to raise this issue with them, as we're unable to test this behaviour from our end without an active Shippo integration. Our Support Team will be able to confirm whether this needs to be escalated via Square channels or via Shippo. 

Integrations are often managed by the third-party platform and for this reason, we usually advise you to contact their team as the first port of call. As I'm not sure where this query lands, I suggest starting with our Square Support Team first so they can point you in the right direction here.

Thanks, @Creator! If you do receive an update from either team here, feel free to share it with us in this thread as it may benefit other Sellers who are experiencing similar issues.

[Creator]

Surely people that get paid to fix issues that come up at Square can do this. My attention to this bug with square international shipping ends here.