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.

If you're unable to get rates or create labels for a connected carrier in ShipStation, follow these troubleshooting steps:

  1. Check for common errors

    If you're unable to create a label or get rates, you should see an error message telling you what needs to be fixed. The Common Label and Rate Errors table below includes a list of the most common errors and with steps to resolve them. Compare the error you're seeing in ShipStation with the error table to see if there is a solution.

    V3_ORDET_RateError.png
  2. Review the Carrier Page in our 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.

  3. Contact the ShipStation User Success team

    If you cannot resolve your issue with the above resources, contact the ShipStation Support Team and an agent will provide further assistance.

Common Label and Rate Errors

Below is a list of the most common error messages that occur when getting rates or creating labels, as well as their meaning and solutions. Click any of the errors to view the error details.

Missing Shipment Details Error

If one of the following errors appears in the shipping sidebar when attempting to get a rate:

  • Please select a shipping service

  • Please select a package type

  • Please specify a weight

  • Please select a 'Ship From'

V3_CSW_RateError-SelectService_MRK.png

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

Solution:

Set the missing values for the shipment.

Selected Service is not Compatible Error

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

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

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

This means the selected shipping service and package type are not compatible with each other.

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

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

For example, you will receive this error when you attempt to use a domestic shipping service for an international shipment.

Solution:

Review the shipment details and adjust to use a valid service. 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: Dimensions are required in order to calculate the rate.

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

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: Recipient address has not been verified.

This means ShipStation's address verification process has not applied to the order yet.

Solution:

Click the Validate Address link (for Legacy users, Verify Address) next to the Ship To address to verify the address.

Inventory Unavailable Error

Error: Inventory Unavailable. Insufficient inventory to fulfill these items.

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

You will receive this error if you attempt to create a label for an order with a higher quantity than available inventory for a product.

Solution:

Click Admin Override if you still wish to ship this order. Selecting this option will ignore your inventory levels entirely - meaning, no stock will deduct from your existing inventory levels. You can manually adjust your stock levels if needed.

Address Line Character Limit Error

Error: Address Line 1 cannot exceed 50 characters.

This message will appear under the Ship To address if the first Address line contains more than 50 characters. It will also appear if you attempt to create a label without editing the address line to contain fewer than 50 characters.

Solution:

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

Some carriers will still allow you to create a label if the address line is too long, but the carrier will cut off any characters above the limit.

Customs Declarations Errors

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

No customs items have been created for international order.

This means the shipment requires customs information but no customs information has been added.

Solution:

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

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

This means a customs declaration has been created for the shipment but is missing the description.

Solution:

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

Customs contents type not set for international order.

This means you have not set the Package Contents option for the customs declaration.

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.

Non-delivery option not set for international order.

This means you have not set the If Non-Delivery option for the customs declaration.

Solution:

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

Customs item is missing quantity.

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

Solution:

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

How to Locate Customs Declarations in ShipStation

To make the above changes to your customs declarations in ShipStation, access the declarations for the orders in either the Shipping Sidebar of the Orders tab or in the Order Details screen.

ShipStation Shipping Sidebar

V3 shipping sidebar. Red arrow points to the customs declarations section.

ShipStation Legacy Order Details

V2_ODET_CustomsDeclarations_MRK.png

No Rate in the Get Rate Field

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

This usually means that 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.

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.

Skip Label Warnings

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.

Error vs Warning: If 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.

Potential warnings you may see 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).

ShipStation Legacy Layout Only

If you're confident in your shipping methods and not interested in reviewing these warnings, try the Quickship feature if you are using ShipStation's Legacy Layout. Quickship skips the screen that shows these warnings entirely.

There are two warnings that will prevent Quickship from creating labels:

  • This order has already been shipped.

  • Inventory Warning: Stock level has not been provided.