Question 1

What are some general troubleshooting tips for label errors?

Accepted Answer

Ensure information, such as country of origin, HS codes, and product description, are included in the order. Sometimes missing information for the commercial invoice can impact label generation.

Question 2

What does the 'Authentication failed' error mean?

Accepted Answer

The FedEx Auth API is down. Try creating a label again later.

Question 3

What does the 'Failure - Address Validation Error on Shipper address' error mean?

Accepted Answer

There is an error with the warehouse address. For Worldwide Economy: the destination address on the master carton label must match the sender’s address on the child labels. Check the warehouse address in Dashboard → Settings → Shipping rates to make sure it is valid and matches the order’s ship-from address.

Question 4

What does the 'Address validation error - shipTo address (missing state/province, invalid postal code)' error mean?

Accepted Answer

Sometimes there are issues with the way the shopper’s ship-to address is listed on the order in Dashboard. Each of the carriers has different address validation requirements. Here are a few tools you can use to verify a shopper’s ship-to address info and format: DHL address validator, UPS address validator.

Question 5

What does the 'Failure - Master Carton is closed' error mean?

Accepted Answer

The master carton is closed and cannot accept new child shipments. Move the child shipments to a new master carton. You may need to reprint the child shipment labels.

Question 6

What does the 'Failure - Missing or Invalid Mail Innovations Package ID' error mean?

Accepted Answer

This error typically appears when you try to print a label for UPS WWE but some information is missing. There are two reasons this error may appear: Dimensions of the master carton box are missing. A domestic service is not enabled. WWE requires a domestic service to be enabled since it first ships to a domestic export site before being shipped to the destination.

Question 7

What does the 'Failure - ShipFrom Address for Master Carton ID is invalid' error mean?

Accepted Answer

The ship-from address on the master carton is not correct. Make sure that the ship-from address on the child shipments is the same as the ship-from in the master carton. No address variations are allowed; they must be exactly the same.

Question 8

What does the 'Failure - Shipper is not authorized for Mail Innovations' error mean?

Accepted Answer

This is an error from UPS that this account is not authorized for WWE/MI. This may mean the export site is not linked to the UPS account. Reach out to support@zonos.com for help linking the export site.

Question 9

What does the 'Failure- The Shipper’s shipper number cannot be used for this shipment' error mean?

Accepted Answer

This is an error message from UPS. This may indicate a hold on the UPS end and could mean that the account has been blocked or suspended. Reach out to your UPS representative to see if there is an issue with your account.

Question 10

What does the 'Failure - The requested billing option is unavailable between selected locations' error mean?

Accepted Answer

This error comes directly from the UPS API. Reach out to your UPS representative and see if there is anything that can be done. The label may need to be created with UPS directly.

Question 11

What does the 'Failure- The request is well-formed but the request is not valid' error mean?

Accepted Answer

The name of the receiver and the city need to be primarily in English for the system to process the label. Try Google translating the information, but leave the foreign characters present for the shipper and delivery.

Question 12

What does the 'Failure - The selected service is not available from the origin to the destination' error mean?

Accepted Answer

This service level does not deliver to the ship-to country. When using UPS WWE, please ensure you have a domestic service level enabled. To add one: Go to Dashboard → Settings → Shipping rates. Select the carrier UPS. Under “Service levels,” click the checkbox next to “Domestic Ground” to enable. Click Save.

Question 13

What does the 'FedEx: Invalid Consignee ZIP-code' error mean?

Accepted Answer

German addresses sometimes include a letter in the postal code. Omit the letter to allow the label to be generate.

Question 14

What does the 'FedEx You must have a custom signature and letterhead uploaded to ship to various countries with International Connect Plus' error mean?

Accepted Answer

A custom signature and letterhead is needed but has not been uploaded yet. To add your custom letterhead: Go to Dashboard → Settings → Shipping Rates. Under 'Carriers' click on FedEx, then scroll down to Customize documents. Upload your signature and company letterhead.

Question 15

What does the 'FedEx: The FTR Exemption or AES Citation you provided is not valid for EEI' error mean?

Accepted Answer

An EEI is required for the shipment. You have two options: Self-file an EEI and add your ITN number to the EEI field when creating a label. Learn how to self-file an EEI. Use the FedEx web portal to create the order. Enter the order data manually into FedEx. The items on that order would be classified as an EAR99. Learn more from FedEx.

Question 16

What does the 'Missing or invalid element: FromPhone' error mean?

Accepted Answer

The ship-from phone is missing. Add a phone number to your warehouse address by going to Dashboard → Settings → Shipping Rates → “Warehouses.” The '+' or '1' at the start of the number may also need to be removed. USPS only allows ten-digit phone numbers.

Question 17

What does the 'A tax identification number is required for International Consolidation' error mean?

Accepted Answer

The FedEx account is likely enabled for ground consolidation, which requires broker selection. A tax ID will need to be entered.

Question 18

What does the '[111] Error in parsing request' error mean?

Accepted Answer

The content of element type “Contact” must match “(PersonName,PhoneNumber,PhoneExtension?,FaxNumber?,Telex?,Email?,MobilePhoneNumber?)”. at line 113, column 20. Make sure you have your Store address settings completely filled out under the General section in Settings in your Dashboard account.

Question 19

What does the '[2451] Destination country does not accept international non-document shipments' error mean?

Accepted Answer

Cannot ship to that country via FedEx unless it is a document. Try shipping with another service level. If none are accepted, and the order is not a document, the order may need to be canceled and refunded.

Question 20

What does the '[3907] Invalid Customs Value' error mean?

Accepted Answer

Check the unit price(s) and compare to the cart. There may be a discrepancy between prices on the label and the cart. If a refund is issued prior to printing a label, it will cause this error. Adjust the prices as needed.

Question 21

What does the '[6064] Total commodities weight is greater than package shipment weight' error mean?

Accepted Answer

The shipment weight you entered when generating a label is less than the weight of the items in the order. Ensure the weight of the package matches or exceeds the sum of the items, and you should be able to create the label.

Question 22

What does the '[89150] COMMERCIAL_OR_PRO_FORMA_INVOICE is required to process your electronic trade document request' error mean?

Accepted Answer

This error stems from an issue generating commercial invoices electronically. Please reach out to our support team for assistance.

Question 23

What does the '[SV012a] Account number Shipper Account Number incorrect or invalid. Correct account number and resubmit. If this problem reoccurs contact your technical service representative' error mean?

Accepted Answer

The account number is incorrect or invalid. Reach out to your DHL representative to see if there is an issue with your account. You may have an open invoice or another account issue with DHL.

Question 24

What does the 'USPS: Missing or invalid element: MailClass' error mean?

Accepted Answer

An error occurred when trying to ship USPS to a U.S. territory. Please reach out to our support team for assistance.

Question 25

What does the 'USPS: If provided, full name must contain at least 2 alphabetic characters, followed by a space, followed by at least another 2 alphabetical characters. Exception with code 0x00650111; module 101, category 1, item 17' error mean?

Accepted Answer

USPS changed its API rules for creating labels. The ship-from name (defaults to the store’s name) must be in a form similar to an actual name (2 alphabetic characters, 1 space, 2 alphabetic characters). A store name that includes numerical digits does not conform to the requirements. To resolve, add a warehouse (Dashboard → Settings → Shipping Rates → Create warehouse) with an address that conforms to the USPS requirements.

Question 26

What does the 'USPS: The certified Intermediary’s pass phrase is incorrect' error mean?

Accepted Answer

This is an API error. Your credentials may have been disabled or reset. Reach out to your USPS representative to see if there is an issue with your account.

Label errors

General errors

Address validation error - shipTo address (missing state/province, invalid postal code)

Missing or invalid element: FromPhone

[111] Error in parsing request

[3907] Invalid Customs Value

[6064] Total commodities weight is greater than package shipment weight

[89150] COMMERCIAL_OR_PRO_FORMA_INVOICE is required to process your electronic trade document request

FedEx errors

Authentication failed

FedEx: Invalid Consignee ZIP-code

[2451] Destination country does not accept international non-document shipments

FedEx You must have a custom signature and letterhead uploaded to ship to various countries with International Connect Plus

FedEx: The FTR Exemption or AES Citation you provided is not valid for EEI

A tax identification number is required for International Consolidation

UPS errors

Failure - The request is well-formed but the request is not valid

Failure - Missing or Invalid Mail Innovations Package ID

Failure - Shipper is not authorized for Mail Innovations

Failure - The Shipper's shipper number cannot be used for this shipment

Failure - The requested billing option is unavailable between selected locations

Failure - The selected service is not available from the origin to the destination

Error creating label: Missing or invalid shipper number

Error creating label: Export Processing Site address is not available in shipper account profile. Please contact your Account Representative for resolution.

USPS errors

USPS: Missing or invalid element: MailClass

USPS: If provided, full name must contain at least 2 alphabetic characters, followed by a space, followed by at least another 2 alphabetical characters. Exception with code 0x00650111; module 101, category 1, item 17

USPS: The certified Intermediary's pass phrase is incorrect

DHL errors

[SV012a] Account number Shipper Account Number incorrect or invalid. Correct account number and resubmit. If this problem reoccurs contact your technical service representative

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