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When you send a shipment, Zippendo hands it to the carrier and gets the label back. If the carrier says no, or the label does not come back, the shipment shows what went wrong at the top of its page.

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What you see

  • A red box Shipment failed to send at the top of the shipment, and the status Error.
  • A box Shipment sent with a warning: the carrier accepted the shipment, but something is missing, usually the label.
  • A message right after you click send, and the shipment stays as it was.
The box shows Zippendo’s explanation first. When the carrier gave its own reason, you see that underneath in smaller text. Read both: the carrier’s text often names the exact field it did not accept.

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Likely causes and what to do

Carrier-specific address messages, such as GLS doesn’t accept this address. Check the address and postal code, then try again. or DAO doesn’t accept this postal code. Check the postal code and try again., mean the receiver’s address needs fixing.

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Send it again

A shipment with the status Error can be fixed and sent again:
1

Fix the cause

You can still change the carrier and product, the addresses, the service point and the parcels.
2

Click Retry sending

On the shipment, click Retry sending. In the shipments list, the row action is Retry sending.

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The connection was lost while sending

The connection to the carrier was lost before it answered. Zippendo has no confirmation that the shipment was created, so check with the carrier before sending again.The carrier may have created the shipment anyway. Look it up in the carrier’s own system first. If you send again and the first one did go through, you can end up paying for two labels.

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The shipment was sent but has no label

The carrier accepted the shipment but its label couldn’t be downloaded. The parcel will still be collected. Use Fetch label on the shipment to try again. The shipment exists at the carrier. Do not send it again. Click Fetch label in the box at the top of the shipment. When it works, you see Label fetched from the carrier. If you use automatic printing, the label also prints. If you see The carrier couldn’t provide the label. Try again in a moment., wait a few minutes and try again.

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Still not working?

Click Request logs on the shipment to see exactly what Zippendo sent to the carrier and what the carrier answered. Contact Zippendo support and include the shipment’s reference and the message you see. Related: Send a shipment, Shipment statuses.