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Pickup Manager: troubleshooting and FAQ

Here you'll find answers to the most common questions about pickups and the solutions to the errors carriers return when you book a pickup.

Find the solution to the most common pickup errors

Summary

  1. General questions
  2. Time and date
  3. Carrier errors

1. General questions

Can I edit a pickup after booking it?

If the carrier supports cancelling from ShippyPro, cancel the pickup and book a new one with the right details. Otherwise, contact the carrier or your branch to change it.

Can I cancel my pickup?

Yes, for carriers that support cancelling from ShippyPro: check the Carrier Comparison Map. Use Cancel pickup on the row or in the pickup details, or select several pickups at once. For other carriers, cancel on the carrier's website or with your branch.

If you see "This pickup can't be cancelled: the carrier doesn't allow it, or it has already been picked up", cancel it with the carrier directly.

📌 DHL Express and GLS Italy may show a cancellation as successful even when the carrier refuses it, so check with the carrier.

I can't find an older pickup

The list only shows pickups in the selected dates. Widen the date range, or search by Pickup ID, Transaction ID, ShippyPro ID or tracking number. If the search finds nothing, click Search up to to extend the range.

I see "Try again in a moment"

The same request was sent less than 2 minutes ago, for example after a double click. ShippyPro blocks it so the carrier doesn't receive a double booking. Check the list first: the pickup may already be booked. If not, wait 2 minutes and try again.

I see "We couldn't confirm the booking"

The booking may have gone through. Check the list before booking again, to avoid a double pickup.

Can I book a pickup for a return?

Yes, if your carrier contract allows it. Return orders carry a Return tag in the order list.

I can't add an order to the pickup

"Can't be added: this order has no shipment number." Only shipped orders can be added: create the shipment first.

I created a pickup but I don't see a label. Why?

Pickup Manager doesn't create labels. Create the shipment first, then book the pickup from Shipping > Pickups.

The connection I need shows "Unavailable"

Hover the connection to see the reason:

  • Not available for your account's country.
  • Not enabled for pickups on your account. Contact our support team.
  • Pickups with this carrier aren't enabled for your account yet. Contact our support team.
  • This connection is turned off in your carrier settings. Turn it on in Carriers.
  • This connection can't send pickup requests: check its pickup email in the carrier settings. Add the Pickup Email in Carriers > Edit.

2. Time and date

Error "Received data containing a ready time later than the latest allowable ready time" (API)

The PickupTime field is a 10-digit UNIX timestamp. Ask the carrier which time zone it expects, and specify the time in GMT.

Ready time after cutoff time (FedEx)

Check with FedEx which pickup times are available for your location.

Error "No Pickup days available for this location"

The carrier can't collect on the selected date, often because of a public holiday or its schedule. Choose another date.

3. Carrier errors

When a carrier refuses a booking, Pickup Manager shows "The pickup wasn't booked" with the reason, for example "Carrier refused the request. Check the details and try again in 2 minutes." Below are the most common causes, by the message the carrier returns (visible through the API and on the legacy page).

Can't book pickups or release parcels in stock with GLS Italy?

GLS requires the password used for pickups and stock release to be renewed periodically. Renew it, or ask your GLS branch to set up an XML password with no expiry date.

Error "Profilo inesistente o password errata" (GLS Italy)

In your GLS Italy connection settings, check with your GLS contact that these credentials are correct and active:

  • the branch email for pickup bookings
  • the username for pickup bookings and stock release
  • the password for pickup bookings and stock release

GLS error about the pickup and destination address (AFMI)

Ask GLS to activate AFMI on your account. For GLS Italy in API mode, Pickup Manager warns you before you book a pickup from your registered address with no orders.

Error "codice cliente pagante non è congruente" (SDA)

Contact SDA and ask for a new customer code.

Error "town_error" (TNT)

Check the city in your sender address.

Error "ContactName" (UPS)

Put a person's name in the name field and the company in the company field.

Error "PICKUP.WEIGHT.VALUE.INVALID"

Check that every parcel has a realistic weight.

Error while booking the pickup: could not login (BRT)

The SFTP credentials may be wrong or expired, the password may have changed, or SFTP access may be disabled.

How to fix

  • Check the Pickup Account Number in your BRT connection settings.
  • Contact BRT to confirm your credentials and SFTP access.
  • Try again later.

FedEx-specific pickup errors are covered in How to fix FedEx errors.

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