A UPS international shipment can fail when the Bill To address is missing a state or region, or when the chosen UPS service is not valid for the destination. Fill in the Bill To state and choose a UPS Worldwide service. If it still fails, email support.

Problem

Processing a UPS international (export) shipment fails after you press Ship. The shipment may return a rate but not produce a label. The message reads:

Serialization / Deserialization failed

Cause

Two request problems usually cause this. First, the Bill To address is filled in but the State or region is blank, so the request is incomplete. Second, the chosen UPS service is not valid for the destination: UPS Standard is a ground service for Canada and Mexico and is not offered overseas, while overseas destinations need a UPS Worldwide service. A less common cause is a Shipstore-side problem reading the carrier's reply, which Shipstore corrects.

Fix

  1. Open the Bill To section and confirm the State or region field is filled in, not just the city and postal code.
  2. Confirm the chosen UPS service is valid for the destination country. For overseas destinations, use a UPS Worldwide service (for example Worldwide Saver or Worldwide Expedited), not UPS Standard.
  3. Re-rate and process the shipment again.
  4. If it still fails after the Bill To state is set and a valid international service is chosen, email support@shipstore.com with the shipment number and the destination. A Shipstore-side fix to how the carrier reply is read may be needed.

What you should see

The Bill To address shows a filled-in State or region, the chosen UPS service is available for the destination, and the shipment returns a label.

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