Common problems
Fixes for the issues people run into most often.
My orders do not appear#
- Select Reload orders. Loading can take a minute.
- Use Search orders to look through your sales channel's full history, including archived and completed orders.
- Check the integration under Integrations > Selling Channels and select Revalidate.
- Make sure you allowed access when connecting. If you declined, the connection shows "access denied" and orders cannot be pulled. Connect again and approve.
- Some platforms limit the line items they share. If an order says line items may be missing, check it directly on your shop.
"Your account authorisation seems to have expired"#
The sign-in to your sales channel or carrier has expired. Open the integration and select Reauthorise, then Revalidate.
I cannot get rates#
- Check the destination address, and the parcel's weight, dimensions and package type.
- If you see "Error retrieving shipping quotes", wait a moment and try again. A carrier may be temporarily unavailable.
- Check your own carrier account is still connected and valid. Shipperfy carrier rates need a payment method.
A label could not be created#
- Missing contact: the "Send From" location has no contact name. Add one under Settings > Locations.
- No location: add at least one pick-up location.
- No payment method: add a card under Billing. Labels at Shipperfy carrier rates need one.
- Plan limit: you reached your monthly shipment limit with your own carrier accounts. Use Shipperfy carrier rates or upgrade.
- Address: check the warnings after selecting Validate.
I cannot add another sales channel or user#
You reached the limit on your plan. See Plans.
A shipment is stuck on "Awaiting end of day"#
The carrier needs a manifest. Go to Shipments > End Of Day and despatch it. See Manifests & pickups.
An order still shows as unshipped (or shipped) on my channel#
- Mark it as fulfilled or unfulfilled from the order menu, and add tracking.
- On Amazon, orders cannot be marked as unshipped, so cancelling a shipment does not change the Amazon order.
- Use Refresh All Shipments to sync shipment status from the carrier.
A shipment exists with the carrier but not in Shipperfy#
Use Check Open Shipments Basket to list everything open on your carrier account, even shipments not made in Shipperfy.
I could not accept an invite#
Invites can only be used once. If it was already accepted or rejected, ask for a new one, or select Re-Send Invite.
Still stuck?#
Contact us and include the error message and, if you have it, the error code. See Error messages.