New Experience: Orders Errors and How to Fix Them

Understand why your orders are in error and how you can fix them

 

1. Why Do Orders get Errors ?

 

When generating a shipping label, some orders may fail because the carrier returned an error message, preventing label creation. In the platform this means that the order moved to the Errors tab instead of the Shipped tab. Some errors require manual intervention, while others can be automatically fixed.

To simplify error resolution, ShippyPro categorizes all carrier error messages into five main error types and provides clear Descriptions and Solutions for each.

Error Types in ShippyPro

Each error message is assigned a category (type), making it easier to understand, filter, and analyze issues. These are the 5 types of error carriers can return:

 

1. Invalid Address

• Cause: One or more fields in the destination address (Zip Code, City, Address, State, Province) are missing or incorrect.

• Solution: Correct the invalid or missing field in the order details.

 

2. System Errors

• Cause: Carrier server or system issues (e.g., downtime). These are usually temporary.

• Solution: Enable the Auto-Retry feature or manually retry after some time. In rare cases, the carrier may take hours to resolve the issue.

3. Format Errors

• Cause: One or more fields do not meet the carrier's format requirements (e.g., invalid characters, incorrect length).
• Solution: Edit the field by trimming extra characters, removing invalid symbols, or ensuring it follows the correct format.
  
  

4. Order Details Missing

• Cause: Required order details are missing, such as item descriptions, HS codes, or customs documents for international shipments.
• Solution: Open the Order Details and add the missing information.

 

5. Carrier Errors

• Cause: Issues directly related to the carrier, such as:
  • Service unavailable for the selected weight, volume, or destination.
  • Duplicated order detected.
  • Incorrect carrier credentials or account issues.
• Solution: Change the carrier service, switch to a different carrier, or contact your carrier support.

 

Where Can I Find These Information (Type, Description/Cause, Solution)?

All the 3 fields are visible in the platform in the table Orders > Errors but are also shared via Webhook and as response of the Ship API. 

 

2. How to Fix Errors in ShippyPro Platform

 

Step 1: Go to the Orders > Errors Section

• This tab lists all orders that encountered an error and need your attention.
• Use filters (date, carrier, error type, error message) to find specific orders or issues.

Step 2: Identify the Error

• The Error Type column categorizes the issue.
• The Error Message column displays the exact message from the carrier.

Step 3: View the Suggested Fix

• Click on the "How to fix?" button next to the error message.
• A tooltip will appear with:
  ✅ A description of the issue.
  ✅ A suggested solution to fix it.
  ✅ A link to a detailed Help Center article.

Step 4: Fix the Error

1. Click the wrench icon 🔧  to open the Order modal.
2. Edit the incorrect or missing field.
3. The error message and "How to fix?" buttons remain visible in the order details, so you always have guidance at hand.