Here are some common errors and their resolution:
Not getting UPS option when using “Best Rate” setting
Check your Business Address under Setup>Shop. Your Zip code must have all 9 digits for UPS to verify. (For example, 02895-1238)
Error: “Label may appear different than expected”
We use multiple label providers for CS Shipping to ensure availability and redundancy in the system. Label buying happens through a queue so if it fails through one provider it will attempt with the next.
When you see that message “Label may appear different than expected” that means it failed through the primary provider and was purchased through a different one.
Charged for shipping labels but I didn’t purchase them.
This is related to the auto-purchase pre-paid shipping credit feature.
If you purchased (or auto-purchased) shipping credit while fulfilling orders and your payment methods failed, we reverse any amounts (labels) that were applied to your prepaid shipping credit balance during that time.
Once you have updated your payment method, we reattempt immediately by reapplying the amount owed to your prepaid shipping balance and then charging any remaining charges to the updated payment method.
This can make the timing of the charge appear to occur outside of times you were processing orders.
Label marked as Priority Mail instead of Ground Advantage.
Check the label for this Cubic marking.
If the label has this marking, the label was charged as cubic because the package qualified for the USPS Priority Mail Cubic rate.
Priority Mail Cubic Rate is a volume-based pricing option that applies when a package is small but heavy and meets specific size and weight criteria, such as a weight under 20 pounds and a longest dimension not exceeding 18 inches.
Why Cubic Pricing Applies:
- Volume-Based vs. Weight-Based: Instead of being charged based on just the physical weight of the package, your package was rated based on its cubic volume. This is a special rate that is often more affordable for small, heavy items.
- Package Characteristics: Your package met the requirements to be eligible for cubic pricing, including:
- Weighing 20 pounds or less.
- Having a longest dimension of 18 inches or less.
- Measuring 0.5 cubic feet or less.
No option to refund the UPS label
This usually means the label was generated with Scan-based fulfillment (in the Fulfillment tab). Don’t worry! You can access this label by following these steps;
- In the Fulfillment tab, scan the packing slip barcode for the order.
- Select the label icon.
- Select Refund.
Trouble creating shipping label for Military (APO, FPO, DPO) Address
Here are examples of the required format for military (APO, FPO, DPO) addresses. If they are not in this format shipping labels will not process.
I don’t see a refund label button.
- If the label is more than 120 days old, it can not be refunded.
- If the label was created with a scanner in the Fulfillment tab, try this;
- Navigate to the Fulfillment tab.
- Scan the packing slip for the order.
- Scan the Refund Label barcode or click the icon under the Purchased Shipping Labels section and then select Refund.
No orders showing when I click the Print Local Pickup or Print Shipping button.
Your orders may not have been moved to Processed status yet, or there are no Processed orders that meet that criteria.
There is information missing on my packing slips.
You may not have the setting for this information enabled for your packing slips. Go to the Setup tab > Fulfillment and review the settings in the Packing Slip section.