In this article, you can find an overview of the most common errors that can happen with shipments. We'll give an overview of how to solve these errors and what to do to avoid them repeating.
❌ "Shipment data invalid"
This error means that some part of the shipping information is incorrect and needs to be changed to print the label.
Common reasons:
Phone number is too short
Postal code is incorrect
Address is missing
How to fix:
Open the shipment and click on the "Copy to new" button
Add the missing and incorrect information
Click on "Create a new shipment" in the last step
Print out the new shipment
Overall you should also check if there is something you can change in your checkout so that the customer can't complete the purchase with invalid information.
❌ "Pickup point required"
This is a technical error where the pick-up point selected by the customer has not come through to our system.
How to fix:
Ask the customer which pick-up point they wanted to use
Use the "Copy to new" functionality to edit the shipment data and make a new shipping label
Update your plugin to the latest version to avoid this mistake from happening again.
❌ "Unknown Pickup point"
All shipping carriers update their pickup point lists once in 24 hours. Sometimes certain pickup points get removed from the list if they have been shut down, if they are full, or if there are some issues in that location.
This can cause a situation where the customer selected a parcel machine in the checkout, but fully completed the purchase later and a sync happened in-between. During this sync, the parcel machine was removed from the list and now we don't know where to send the package.
How to fix:
Ask the customer to select an alternative parcel machine
Use the "Copy to new" functionality to edit the shipment data and make a new shipping label
❌ "Shipment method not available in the destination country"
This error means that the shipping method selected does not support sending to the country given in the address. There might be an error in the country given in the address, but the most common case here is for example DPD does not ship to Canary Islands or Cyprus.
How to fix:
Use an alternative shipping carrier to send the package to the desired destination.
Disable the shipping methods for this country in your shipping zone settings.
❌ "Parcel weight error"
The selected shipping method does not support a parcel this heavy. Each shipping method has its own allowed maximum weight and each package needs to comply with this weight. Most shipping carriers limit packages to 25-30kg.
How to fix:
Check if the weight of the package is really over the limit.
Split the shipment into multiple packages of smaller weights if possible and send out the shipment with multiple labels.
If the above is not possible and you are selling a very heavy item, then you need to arrange for special transportation with your carrier.
❌ "Unspecified error"
This usually means that there is a server error on the shipping carrier side. It means that DPD / Itella / Omniva / Venipak has a technical issue on their side and we are unable to ask for shipping labels from their system.
How to fix:
We need to wait until the shipping carrier has fixed the issue.
Montonio has an auto-detection system where during these errors we automatically retry the packages, so there is less manual work for you.
If some packages are still in an error state, use the "Copy to new" functionality to remake the shipments.
❌ "Shipping method not enabled"
The error occurs when you have not turned on and activated a shipping method properly in Montonio.
Check the user manual to make sure that everything is set up properly: How to set up Shipping solution
❌ "Invalid receiver address code"
This error message means that the postal code in the shipping address is incorrect. The system has automatic validations to detect if an Estonian address has an Estonian postal code etc.
How to fix:
Open the shipment and click on the "Copy to new" button
Fix the incorrect postal code
Click on create new shipment in the last step
Print out the new shipment
❌ "Wrong credentials for shipping provider"
This error usually means that something has gone wrong in the provider settings and the username/password/API key needs to be checked.
How to fix:
Open the provider settings and try to re-save the credentials. If you get an error, please check if all the data is correct.
If you still get an error with the packages, contact Montonio support.
❌ "Shipping provider credit limit reached"
When you get this error, please check with the shipping provider and see if you have paid your invoice. It means that there is no more credit on the provider side and they do not allow you to create any new shipments or labels.
How to fix:
Check if you have paid your latest invoice from the shipping provider.
Sometimes the payments are registered the next day, so we still advise to also contact the shipping provider after payment.
Contact the shipping provider and ask them about your credit.
Once the credit has been reinstated, use the "copy to new" functionality to remake the shipments and easily print out labels.
If you have additional questions and need our help, feel free to contact our support team via the chat in the bottom right corner.