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Shipping label error troubleshooting

Error in shipping label generation.

Vineeta Pendse avatar
Written by Vineeta Pendse
Updated over a week ago

In this article:

On the return management page, under the shipping label column, you might see the error message (shown below) when label generation has failed:

Common shipping label generation errors and fixes

a. Errors:

  1. Shipping label creation is not allowed by rules on customer address

Fix: Shipping label rules configured for your account do not allow label generation for this customer's country.

b. Errors:

  1. Service momentanément indisponible (French)

  2. Bring is currently not responding

  3. Service is currently unavailable

Fix: The shipping carrier API was unavailable because of an unknown reason. Please click "retry" next to the error to try again.

c.Errors:

  1. The service "single-letter-service-code" is not valid for this shipment. Check destination, weight, and dimensions

  2. Service unavailable to the selected destination

Fix: This error happens because your account at the shipping carrier does not cover the sender country or your TMS system needs to be configured to allow the sender country. Contact your 3PL or logistics partner.

d. Errors:

  1. The sender's phone number is not a valid phone number

  2. Checking for a valid route failed. Sender and/or receiver information may be invalid

  3. The sender's postcode has not been sent

  4. The state is mandatory for countries USA and Canada

  5. Le code postal de l'expéditeur ne correspond pas au pays

  6. Carrier The origin location is invalid. Please check the data

  7. Carrier Error when quoting: must be a valid postal code in NORWAY

  8. The customer's country code is missing

  9. Missing or invalid ship from address line 1

  10. Sender phone number must be between 8 and 15 digits

  11. RequestedShipment Shipper contact - phone number is required

  12. Shipper > Address > StreetLines: Value is longer than maximum length

  13. Carrier Postcode not found. Expected formats: AT - 9999(4)

Fix: All the errors can be fixed by editing the customer shipping address or phone number in the yayloh dashboard. Address line 1 should be match to the google address verification and under 30 characters.

e. Errors:

  1. Missing customs value for shipment, Correct the value for customs lines

  2. Shipping label generation failed, please reach out to support@yayloh.com

Fix: Send an email with the order number to support@yayloh.com.

f. Errors due to configuration:

  1. "Carrier same as delivery not found in shipping rules"

Fix:

For certain retailers, upon request, yayloh configures backend logic that selects the return carrier based on the delivery carrier.

If you’re encountering errors, please first check the delivery carrier used in your store back office. Then, let us know which return carrier you’d like us to configure for that delivery carrier.

g. Errors due to carrier-specific service limitations:

  1. "The service 'XX' is not valid for this shipment"

  2. "Invalid or unsupported destination"

  3. ['The service "24" is not valid for this shipment. Check destination, weight and dimensions.']}

Fix:

  1. Try replacing the address with the nearest drop-off or FedEx/UPS location from Google Maps to test label generation. Check your dimensions/weight and ensure they meet the carrier's service constraints.

  2. Contact the carrier or 3PL to confirm the supported services for this origin/destination.

g. Northern Ireland based errors:

  1. {'description': 'Shipping label generation failed', 'details': 'customs_shipment_type: "This field is required.", customs_invoice_nr: "This field is required.", parcel_items: "At least one parcel item is required"'}

Cause & Explanation: Northern Ireland (postal codes starting with BT) uses the GB country code but is treated as part of the EU customs zone. Depending on the return destination, specific customs requirements apply, which may not be supported by the default carrier service.

Fix

  • If a return under the GB route fails, check if the zip code starts with 'BT'.

  • Confirm with your carrier which service should be used for Northern Ireland shipments.

  • Contact yayloh support to configure a backup service accordingly.

  • If you're using Webshipper or Nshift, refer to this article for setup details:
    👉 nShift: Brexit & Northern Ireland

How to download shipping label failure report

  • You can find the list of shipping label errors in Analytics > Datasets > Failed label requests.

  • On the report page, you can select the timeframe for the report and download it as a .CSV file.

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