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There are a few common errors that can lead to failed label generation no matter the carrier. The most common errors relate to Address Validation, Carrier Downtime, Account Billing, and Weight limitations. Below, we'll go over these errors along with common fixes.
Address Validation Errors
The most common reason for a failed label generation occurs when a shipping carrier is unable to identify and validate a customer's address. The main cause of this issue is missing or invalid ship from address.
The ship from address should align with the customer's address. The customer may have incorrectly entered their address or not included a zip code. Some carriers will not take a ship from address that includes a P.O. Box.
To resolve this, Returnly prompts the customer within the Return Center flow to confirm their address, as seen below.
Carrier Downtime Errors (USPS, CanadaPost, FedEx, UPS, DHL)
Carrier downtime can occur due to a wide variety of issues on the carrier's end, and can come to significantly impact the generation of new return labels. As many merchants may know, carrier downtimes can last anywhere from a few minutes to a few hours.
For Carrier downtimes only lasting a few seconds or minutes your team can retry generating failed labels.
When there are extended downtimes, those lasting multiple hours, Returnly will work with its carrier integration partners to get it resolved as quickly as possible. If the downtime persists, Returnly will contact affected merchants and once its back online we will generate all affected labels.
Account Billing Errors
For merchants leveraging their own carrier integration there can be instances where the carrier's invoices haven't been paid. In these cases, the carrier will stop generating new labels.
If this occurs consistently our merchant care team will reach out to you, the merchant, to make sure the account billing issue is resolved. Once resolved, your team can retry generating failed labels. That way your customers return labels are successfully generated!
Weight Limitation Errors
For the generation of return shipping labels, carriers have maximum and minimum weight limitations. These limits are carrier specific and can vary based on service selected, such as FedEx Ground vs FedEx Ground Economy (formerly SmartPost).
To make sure Returnly generates the most accurate labels, we pull all product weights from Shopify, as covered in our article here!
Note: Returnly will action any labels that can be successfully retried and regenerated once the corresponding label generation error has been resolved, ensuring customers are able to ship their item(s) to you!
