Troubleshoot Shipment Issues

Steps to try if you are unable to get rates or create a label for a carrier in ShipStation. Includes common label and rate errors and how to skip warnings.

Follow the troubleshooting steps outlined below when you are unable to get rates or create labels for a connected carrier in ShipStation.

This article also lists:

  • Common error messages that occur when getting rates or creating labels, as well as their meaning and solutions.

  • Common skip label warnings. Skip label warnings do not stop you from creating shipping labels, but do bring something to your attention that might influence your shipping decision.

Troubleshooting Steps

1. Check for Errors

Check for errors when you are unable to get rates or create a label. Hover over the error indicator Orange triangle with white exclamation mark to view the error or a message indicating what needs to be corrected.

Rate error icon in the Configure Shipment window.

The Common Label and Rate Errors section below includes a list of the most common errors and steps to resolve them. Compare the error you're seeing in ShipStation with the error table to see if there is a solution.

2. Review the Carrier Integration Help Guide

Our Integration Help Guide includes a help article for each of our integrated carriers. Each article includes a list of available services, possible restrictions, and errors that could affect your ability to get a rate or create a label. When possible, we also include troubleshooting tips and links to partner resources that can help you address issues you encounter when creating labels.

Common Label and Rate Errors

Expand any of the errors below to review detailed information and possible solutions related to the error.

Missing Shipment Details Error

When this error occurs:

When attempting to get a rate, the follow errors may occur:

  • Please select a shipping service

  • Please select a package type

  • Please specify a weight

  • Please select a 'Ship From'

The shipping panel is displayed and the error indicator is displaying an error.

Reason for the error:

The shipment detail shown in the error has not been set yet. ShipStation requires all four shipment details to create a label successfully.

Possible solution:

Set the missing values for the shipment.

Selected Service is not Compatible Error

Error message:

Selected service is not compatible with other settings (package type, weight, size)

Reason for this error:

The service, package, weight, dimensions, or Other Shipping Options selected for the shipment are not compatible with each other.

Possible solution:

Review the shipment details to pinpoint the invalid shipment settings. You may need to refer to the carrier's service guide for details on allowed package types, dimensions, and shipping options.

Mail Class Not Available Error

Error message:

The mail class [X] cannot be used with package type [Y] for domestic mail. or The mail class [X] is not available for [Y]

Reason for this error:

The selected shipping service and package type are not compatible with each other.

Possible solution:

Adjust the shipping service or package type as needed. You may need to refer to the carrier's service guide for details on which package types are compatible with which services.

Invalid Shipping Service Error

Error message:

You have selected an invalid shipping service type for this address.

Reason this error occurs:

The selected shipping service is not a valid option when shipping from the Ship From address to the Ship To address.

For example, you attempt to use a domestic shipping service for an international shipment.

Possible solution:

Select a valid service for the shipment. You may need to refer to the carrier's service guide for details on allowed shipping services for the shipment destination.

Dimensions Are Required Error

Error message:

Dimensions are required in order to calculate the rate.

Reason for this error:

The selected shipping service requires dimensions, but dimensions have not been added to the shipment details.

Possible solution:

Add package dimensions to the Size area of the shipment details. To ensure you receive an accurate rate, please use the actual package dimensions.

Recipient Address Not Verified Error

Error message:

Recipient address has not been verified.

Reason for this error:

Address validation has not been performed on the Ship To address for this shipment.

Possible solution:

Click the Validate Address link next to the Ship To address in the Order Details screen.

Validate Address link highlighted beneath Recipient Address in Order Details window.

Inventory Unavailable Error

Error message:

Inventory Unavailable. Insufficient inventory to fulfill these items.

Reason for this error:

The order includes a product with a higher quantity than the available inventory for the product.

Possible solution:

Click Admin Override to ignore inventory levels entirely.

No stock will be deducted from your existing inventory levels. You can manually adjust your stock levels if needed.

Insufficient Inventory pop-up. Lists item & order quantity. Red box highlights Admin Override button.

Address Line Character Limit Error

Error message:

Address Line 1 cannot exceed 50 characters.

Reason for this error:

The first address line (Address Line 1) of the Ship To address contains more than 50 characters.

Possible solution:

Edit the Ship To address so that Address Line 1 contains fewer than 50 characters. Move information to the Address Line 2 if needed.

Possible Truncated Address

Some carriers will still allow you to create the label even if Address Line 1 contains more than 50 characters. However, the address will be truncated beyond the character limit.

Missing or Invalid Ship From Company Name

Error message:

Missing or invalid ship from company name

Reason for this error:

Your ShipStation Ship From Location is missing a Company Name.

Possible solution:

Some carriers, like UPS, require a Ship From Company Name for some services. You can either add a Company Name to your Ship From Location address in your ShipStation account settings, or add a Company Name in the Branding tab of your store's settings.

No Rate in the Get Rate Field

When this error occurs:

When attempting to get a rate, no error message appears but no rate is displayed after clicking Get Rate.

What this error means:

ShipStation is unable to get rates for the shipment, either because the carrier/service does not support estimated rates or you have applied a shipping option (like third-party billing) that prevents ShipStation from displaying estimated rates.

Possible solution:

Continue to create the label as normal. Even though ShipStation cannot get rates for the carrier/service, you can still create the label successfully.

If the label creation fails, you'll see a more defined error message that can help you pinpoint the issue.

Customs Declarations Errors

You may encounter any of the following errors when a shipment includes a customs declaration:

Error Message:

No customs items have been created for international order.

When this error occurs:

The shipment requires customs information but no customs information has been added.

Possible solution:

Review the customs declarations for the shipment and add at least one customs declaration line with a valid description, quantity, and value.

Error Message:

Please add a description for your Customs Item(s).

When this error occurs:

A customs declaration has been created for the shipment but is missing the description.

Possible solution:

Review the customs declarations for the shipment and add a Description for each item in the declaration.

Error Message:

Customs contents type not set for international order.

When this error occurs:

You have not set the Package Contents option for the customs declaration.

Possible solution:

Review the customs declarations for the shipment and set the Package Contents option. In most cases, the Package Contents should be set to Merchandise.

Error Message:

Non-delivery option not set for international order.

When this error occurs:

You have not set the If Non-Delivery option for the customs declaration.

Possible solution:

Review the customs declarations for the shipment and set the If Non-Delivery option.

Error Message:

Customs item is missing quantity.

When this error occurs:

The quantity is set to 0 for an item in the declaration.

Possible solution:

Review the customs declarations for the shipment and add a Qty for each customs line.

Skip Label Warnings

Errors vs Warnings

When you're unable to proceed, that means you have an error rather than a warning. An error blocks you from creating a shipping label and requires you to make some kind of change before you can successfully create a label.

In ShipStation, warnings don't stop you from creating shipping labels. They exist to bring something to your attention that might influence your shipping decision.

Warnings you may encounter in ShipStation include (but are not limited to):

  • This order has been Cancelled. Are you sure you want to process it?

  • The total package declared value should equal the order insured value.

  • This order has already been fulfilled. Are you sure you want to fulfill it again?

  • Company exceeds the printable length for UPS/FedEx labels (35 characters).

  • This order is currently On Hold. Are you sure you want to process it?

  • The selling channel has identified this order as one that should be fulfilled outside of ShipStation. Are you sure you want to ship this?

  • The selected service includes insurance for an insured amount up to $200/$100/$99/$50.

  • The selected service already includes insurance for the specified insured value. For additional Shipsurance coverage please enter a value above the carrier insurance provided.

  • Weight set to 16 oz. No weight specified, and package type is flat-rate.

  • Delivery is an additional $2.00 for domestic. Basic Tracking is included if you select Online.

  • USPS does not support Signature or Adult Signature Confirmation to International Addresses.

  • The total package declared value should equal the order insured value.

  • Recipient address failed verification.

  • The address appears to be a PO Box. Are you sure you want to ship using this Carrier? Additional fees may apply.

  • This order has already been shipped. Are you sure you want to ship it again?

  • This order has already been fulfilled. Are you sure you want to fulfill it again?

  • Heads up! You've included custom dimensions for a package type with a standardized size. For more accurate rates, consider removing the dimensions for this shipment.

  • City / State / Zip may be too long to print properly.

  • Company and Name combined may be too long to print properly.

  • Address 1/2/3 may be too long to print properly. Consider splitting the address into multiple lines.

  • The number of customs declarations exceeds the total ounces for the shipment. The shipment weight will be increased to reflect at least one ounce per customs item. This may result in a higher rate than quoted.

  • One or more customs items have an invalid declared value.

  • Address Line 1/2/3 exceeds the printable length for UPS labels (30 characters).

  • You may proceed to create this UPS shipping label, but the City Name may be cut off after 15 characters.

  • Address Line 3 is not supported on UPS Mail Innovation labels.

  • Company exceeds the printable length for UPS/FedEx labels (35 characters).

  • Address Line 1/2/3 exceeds the printable length for FedEx Smart Post labels (30 characters).

  • Address Line 1 exceeds the printable length for FedEx labels (35 characters).