Help CenterHelp Center / Shipping and couriers · Concept
The messages the panel shows when shipping does not work as expected, and what fixes each one.
Messages are quoted as the panel shows them. Three dots stand for a name, a number or the courier's own wording.
| Problem | Page |
|---|---|
| A customer cannot order, or shipping is priced wrongly | Customers cannot order or are charged the wrong shipping |
| A zone, a rate or the weight unit will not save | A zone, rate or weight unit will not save |
| Booking or cancelling a shipment fails, or a shipped order cannot be modified | Booking and cancelling problems |
| Test connection, tracking, labels or manifests fail, or courier updates arrive late | Courier connection, tracking and label problems |
| Missing | Why | What to do |
|---|---|---|
| Everything, including the Shipping card on orders | Courier shipping is not enabled for your shop | Open Shop › Features and turn on Courier shipping. If the card reads Contact support to change this, ask support |
| Shipping zones & rates and Couriers in the Delivery menu | They appear there only once Delivery Area is By Shipping Zones | Until then, open Shop › Settings › Delivery Settings and use the links Shipping zones & rates and Couriers under the Shipping heading. See Switch to shipping zones |
| Shipments | It appears once you ship by courier, or once a shipment exists | Add a courier and book from an order |
| COD remittances | It appears once you ship by courier and accept cash or card on delivery, or once a remittance exists | Turn on a pay-on-delivery method |
Managers see these items under a Shipping menu instead of Delivery.
If the Shipping heading is missing from the settings tab too, shipping is not enabled for your shop. See Shipping by courier.
You tried to save Delivery Area as By Shipping Zones on a shop without shipping. Turn on Courier shipping under Shop › Features, or ask support if the card says to contact support.
| Message | Fix |
|---|---|
| Only delivered COD parcels without a remittance can be recorded — … | Remove the listed parcels from your selection |
| A payout comes from one courier: these parcels are from …. Go back and choose one courier's parcels. | Record each courier's payout separately |
| Payout … is already recorded for this courier. Open it on the COD remittances page. | Open it on the COD remittances page, or undo it first |
| The file has no rows: the first line must be the column names, then one row per parcel. | Check the CSV rules |
| Choose the AWB column. | Map AWB / tracking number |
| Nothing to import: no row matches a delivered COD parcel awaiting remittance. | Read the check on each row of the preview |
| That upload has expired: upload the file again. | Uploads are kept for two hours |