In this article:
When a return label can't be created, you'll see Error in the Shipping label column on the Return management page. Hover over the ⓘ icon to see the full error message.
Good to know: In a return, the customer sends the parcel back to you. So when an error message says "sender," "shipper," "ship from," or "origin," it's referring to the customer's address, not your warehouse.
Before you start: check the return in yayloh
Search for the order on the Return management page:
The return isn't there: The customer hasn't registered a return yet. Ask them to register it in the return portal. A label is only created after registration.
The return is there, and the Shipping label column shows Error: Hover over ⓘ, copy the error message, and find it in this article.
The return is there, and the label was created without errors: See "The customer says they didn't receive the label" below.
Quick guide: who fixes it?
If the error mentions… | Who fixes it | What to do |
Postcode, postal code, address, phone number, state, province, country code | You | Edit the customer's address in yayloh, then click Retry |
"carrier is unknown," "carrier not recognized," "carrier same as delivery," "carrier of choice," "carrier not found," "outbound tracking number" | You | Add the delivery carrier and tracking number on the order, then click Retry |
"unavailable," "not responding," "timed out" | Nobody, it's temporary | Wait a few minutes, then click Retry |
Order number length, customer name, route, rules, customs, "Label generation failed," "please reach out to support" | yayloh | Report it to us (see "How to report an error to yayloh") |
"service is not valid," "shipping product is not available," destination, weight or dimensions | You and your carrier, 3PL or TMS, then yayloh | Confirm the right service with your carrier, then ask us to set it up |
Many or all labels failing at the same time | yayloh | Contact us right away. This is likely an incident, not a problem with your orders |
Errors you can fix yourself
How to edit the customer's address:
Open the order page from Return management.
Click the customer's name, then the Edit icon (pencil).
Correct the field mentioned in the error. Check the address with Google Address Verification (search for it in Google Maps) and copy the exact format Google suggests: Address line 1, postcode, city and country.
Click Save, then click Retry in the Shipping label column.
Important: Edit the address in yayloh. Changes you make in Shopify or your store's back office don't update a return that has already been registered.
You can't edit the customer's name. If the error is about the name, contact yayloh.
Postcode in the wrong format or missing
The error may say:
PostalCode error: INVALID_PATTERN. Supported pattern: NNNNNPOSTNORD: Label creation failed - General client indata error"The shipping label couldn't be created because the postal code provided is not in the correct format"
The sender's postcode has not been sentCarrier Postcode not found. Expected formats: AT - 9999(4)Carrier Error when quoting: must be a valid postal code in NORWAYLe code postal de l'expéditeur ne correspond pas au pays
Why it happens: The postcode is missing or doesn't match the carrier's required format. In the pattern, N means a number and A means a letter. NNNNN means exactly five digits, with no spaces or letters.
How to fix it: Add or correct the postcode so it matches the format. For Swedish PostNord returns, enter five digits without a space: 50344, not 503 44. Then click Retry.
Postcode rejected even though it's correct
The error may say: PostalCode error: INVALID
Why it happens: Carriers sometimes reject a real postcode that is new or not yet updated in their system, even if Google Maps shows it as correct.
How to fix it:
Look up the address in the national postcode search for the customer's country.
Update the postcode to match, or use a nearby postcode on the same street (for example
50344→50338). Enter it in the format the carrier requires.Click Retry.
The street address and city matter most. As long as they're correct, the carrier will still collect the return.
For postcode search tools by country and more help with postcode errors, see Troubleshooting Shipping Label Error - Postal Code Rejection.
Address too long, incomplete or not recognized
The error may say:
Shipper > Address > StreetLines: Value is longer than maximum lengthMissing or invalid ship from address line 1Checking for a valid route failed. Sender and/or receiver information may be invalidCarrier The origin location is invalid. Please check the dataInvalid address
How to fix it: Make sure Address line 1 matches Google Address Verification and is under 30 characters. Use the standard street address only: for example, "Möckernstraße 66," not "Möckernstraße 66 with the blue shutters on the corner." If the carrier still doesn't recognize the address, use the address of the nearest drop-off location (find it in Google Maps). Then click Retry.
State or province missing
The error may say:
The state is mandatory for countries USA and Canada"The shipping label generation failed because the 'ship from' state or province code is missing or invalid"
How to fix it: Add the correct state or province code to the customer's address. It's always required for the USA and Canada, and some carriers also require it for other regions. Then click Retry.
Phone number or country missing
The error may say:
The sender's phone number is not a valid phone numberSender phone number must be between 8 and 15 digitsRequestedShipment Shipper contact - phone number is requiredThe customer's country code is missing
How to fix it: Enter a phone number of 8–15 digits, including the country code, and make sure the country is filled in. Then click Retry.
The delivery carrier can't be matched
The error may say:
Carrier same as delivery not found in shipping rulesCarrier not found in metadataFailed to get carrier of choice"The shipping label generation failed because the carrier is unknown"
"The shipping label generation failed because the carrier used is not recognized for the delivery address"
"The shipping label generation failed due to an unknown carrier issue"
"The shipping label generation failed because the outbound tracking number linked to the return is invalid"
Why it happens: The return carrier is chosen based on how the order was delivered. Occasionally, the delivery information doesn't come through from your store, so yayloh can't select a return carrier. You'll usually see N/A next to the delivery carrier or tracking number on the order.
How to fix it:
Open the order and click the pencil icon next to Delivery carrier.
Type the delivery carrier (for example FedEx or DHL Express) and the delivery tracking number, then save.
Click Retry.
For both ways to edit it, see Edit tracking information on an order.
Temporary carrier outages: just retry
The error may say:
Service is currently unavailableService momentanément indisponibleBring is currently not respondingEndpoint request timed out
Why it happens: The carrier's system was temporarily unavailable. Nothing is wrong with the order or your setup.
How to fix it: Wait a few minutes, then click Retry next to the error. If it still fails after a few hours, contact yayloh.
If many or all of your labels are failing at the same time, don't retry them one by one. Contact yayloh right away, since this usually means a carrier or system incident that we need to resolve.
Errors yayloh needs to fix
You can't fix these from your dashboard. Report them to us with the details listed for each case.
Order number too long for the label
The error mentions: the order number or reference exceeding the maximum length.
Why it happens: The order number is printed on the label as a reference, and carriers limit its length. Exchange orders often have long numbers (for example EXC-EXC-265563-…) that go over the limit.
What to send us: the order number.
Problem with the customer's name
The error mentions: the customer's name, or the receiver or sender name.
Why it happens: The name contains something the carrier doesn't accept, for example it's too long or has unsupported characters. Only yayloh can edit customer names.
What to send us: the order number and the correct name.
No shipping route or rule for the customer's country
The error may say:
No default route foundShipping label creation is not allowed by rules on customer address
Why it happens: No shipping carrier is set up for the customer's country, or your shipping label rules don't allow labels for that country.
What to send us: the order number and which carrier service should cover returns from that country.
Customs value missing
The error may say:
Missing customs value for shipmentWebshipper: Label creation failedwith'Amount' must not be emptyor'Amount' must be greater than or equal to '0.1'
Why it happens: Returns from outside the EU need a customs value, and it's either missing or zero for this order.
What to send us: the order number.
General error without details
The error may say:
Shipping label generation failed, please reach out to support@yayloh.comLabel generation failed
Why it happens: This message covers several different causes, so we need to look at the order to find the reason.
What to send us: the order number, the full error message, and the customer's country.
Carrier service not available: check with your carrier, then yayloh sets it up
The error may say:
The service "single-letter-service-code" is not valid for this shipment. Check destination, weight, and dimensionsThe service 'XX' is not valid for this shipment"The shipping label generation failed because the requested shipping product is not available"
Service unavailable to the selected destinationInvalid or unsupported destination
Why it happens: Your carrier account doesn't cover the customer's country, the address isn't served by that carrier service, or the package's weight or dimensions are outside the service's limits. If you use a TMS such as Webshipper or nShift, it may also need to be configured to allow the customer's country.
What to do:
Try using the address of the nearest drop-off location (find it in Google Maps), then click Retry.
Check that the package's weight and dimensions are within the carrier service's limits.
If it still fails, ask your carrier, 3PL or TMS provider which service covers this country or route.
Once you've chosen a new service or added a new carrier, tell yayloh and we'll set it up in your account.
Returns from Northern Ireland
The error may say: Shipping label generation failed, with details such as:
customs_shipment_type: This field is required.customs_invoice_nr: This field is required.parcel_items: At least one parcel item is required
Why it happens: Northern Ireland postcodes start with BT. They use the GB country code but follow EU customs rules, which your default carrier service may not support.
What to do:
Check whether the postcode starts with BT.
Confirm with your carrier which service to use for Northern Ireland returns.
Ask yayloh to set it up as a backup service.
If you use Webshipper or nShift, see nShift's Brexit and Northern Ireland setup guide.
The label was created, but there's still a problem
The customer says they didn't receive the label
Check that the return is in Return management. If it isn't, the customer hasn't registered a return yet.
Check the Shipping label column. If it shows Error, fix the error using this article.
If the label was created without errors, ask the customer to check their spam folder, and make sure the "return received shipping label" email is turned on in your settings. You can also create the label on demand and send it to the customer (see Generate return label and commercial invoice on demand).
If several customers report missing labels on the same day, contact yayloh right away.
The service point won't accept the label or QR code, or the label is empty
What to send us: the order number, the carrier, and a photo or screenshot of the label or of what the service point said.
"Access Denied" when opening a label
How to report an error to yayloh
Chat with us or email support@yayloh.com, and include:
the order number
the full error message (hover over ⓘ and copy it)
the carrier and the customer's country
With these details, we can fix the problem without needing to ask you follow-up questions.
How to download the shipping label failure report
Go to Analytics > Datasets > Failed label requests.
Select the timeframe for the report and download it as a .CSV file.
