How to fix Mondial Relay errors

Have you correctly connected Mondial Relay but you're facing some issues during label creation? Here's how you can fix them case by case.

To quickly correct your Mondial Relay orders/shipments and resolve errors, follow these steps:

Switch to the new interface:
Go to the Orders section > Errors in the ShippyPro platform. Here, you will find a list of orders that have encountered errors and require your attention.
Identify the type of error in the Error Type column and review the Error Message for specific details.
Click on the "How to Fix?" button next to the error message to view a suggested solution.
Correct the error by clicking on the wrench icon to open the Order form, and then modify any incorrect or missing fields.

For further details, you can refer to the following article: Orders Errors and How to Fix Them

TransactionID must be max 15 digits

In this case the Order ID employed is too long, to solve the issue you can switch to ShippyPro order number from My Profile > Preferences > Order reference printed on the labels:

Error generating labels: Incorrect delivery Point Relais number or the Point Relais is not opened at the moment

To be able to use a Point Relais service it is necessary to select the "Send to Point Relais" Carrier Option as well; thus, check if both options are active. If after this operation the message still shows, contact your Mondial Relay sales advisor and check if the Point Relay ID is still active.

Please also make sure that you include the drop-off point number on the request if you ship via Api.

If a point you'd like to ship to isn't shown among Point options, it means that Mondial Relay doesn't allow shipments to that specific point for that particular shipment, therefore you don't see it in ShippyPro. A certain point might not appear for various reasons, for example, if it has a "special" category and is only capable of receiving very small packages.

Problème de formatage du XML

Check whether the transaction ID (marketplace order number) contains any special characters such as #, / etc. If that's the case, delete them and try again to create the shipment / shipping label.

Le produit de livraison n'est pas autorisé

Please check whether the service you're trying to use is enabled in your carrier's contract.

Error generating labels: Incorrect phone number

The phone number format is incorrect. Try deleting the prefix (e.g. +33) and confirm again the order.

Le produit Home (HOC) n'accepte pas les points de retrait

Drop off points carrier option cannot be selected with home delivery services

El producto de entrega no se permite

The selected service is not allowed for the combination of country of origin and destination

Error generating labels: Incorrect address (L1)

If this error occurs, the character limit allowed by the courier for some of the filled fields may have been exceeded. For example, for both Sender and Recipient, the maximum number of characters allowed for the Name or Address fields is 32 per field.

Error generating labels: Incorrect address (L3)

If this error occurs, the character limit allowed by the courier may have been exceeded. Specifically, this error is in the Sender address 1: it’s too long.

Error generating labels: Incorrect Merchant shipment reference

The Transaction/Marketplace ID is too long, reduce to a maximum of 15 characters.

I'm facing issues with telephone number format.

Take a look at the table below for reference:

Why can't I display my Mondial Relay drop off points?

Please keep in mind that Mondial Relay drop off points are only available for the following countries: France, Belgium, Luxemburg, Spain, Netherland, Austria and Germany.

Please note that ShippyPro will only display drop off points located no more than 10km from the zip code entered into recipient address.

Why are there more delivery points on Modial Relay's website than on Shippypro?

Generic error of service system

If you have entered the Carrier Option to ship to a point and you get this error, please check that the carrier has activated the chosen point type (e.g. Locker) for your account.

Erreur de génération d'étiquettes : Aucune information donnée par le plan de tri. Si vous voulez faire une collecte ou une livraison au Point Relais, veuillez vérifier que celui-ci est disponible. Si vous voulez faire une livraison à domicile, veuillez vérifier si le code postal existe.

Mondial Relay is experiencing issues validating the recipient's information or the selected shipping method. It appears that you may not be able to send packages to this specific drop-off point.

Please double-check the details. You can also visit this webpage for more information about Mondial Relay drop-off points: https://www.mondialrelay.fr/trouver-le-point-relais-le-plus-proche-de-chez-moi

Error generating labels: Error Fetching http headers

The error is related to the responsiveness of the carrier's server, which is currently experiencing a timeout. Please wait a few minutes and then try to generate the shipment again.

Tracking updates not working (status "Unknown")

First, check if the following fields have been correctly configured in the Carrier connection modal:

customerID
Private Key
Dual Carrier Password - in case you use the Dual Carrier integration (double-check the validity of this field especially)

In particular, the Private Key corresponds to the API Password for Tracking provided by Carrier, while the Dual Carrier Password corresponds to API Password for expedition/label generation provided by Carrier.

Le plan de tri est introuvable pour le produit Point Relais L (24R)...

Verify that the carrier option of the point relais has been inserted correctly in the API Ship call, as shown in the picture:

Le multi-colis n'est pas autorisé pour le produit Point Relais L

Please note that multiparcel is only available in France.