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
1. Customer Address Rules Errors
Error Messages:
"Shipping label creation is not allowed by rules on customer address"
"No default route found"
Cause:
No shipping carrier configured for the sender country.
Shipping label rules do not allow generation for the customer’s country.
Fix:
Email
support@yayloh.comwith the carrier service that should cover the sender country.
2. Carrier API Unavailable Errors
Error Messages:
"Service momentanément indisponible" (French)
"Bring is currently not responding"
"Service is currently unavailable"
"Endpoint request timed out"
Cause:
Carrier API was temporarily unavailable.
Fix:
Click Retry next to the error in the dashboard.
3. Invalid Service for Shipment
Error Messages:
'The service "single-letter-service-code" is not valid for this shipment. Check destination, weight, and dimensions'
"Service unavailable to the selected destination"
Cause:
Shipping carrier account does not cover the sender country.
TMS system may need configuration to allow the sender country.
Fix:
Contact your 3PL or logistics partner to configure the service.
4. Invalid Sender or Receiver Information
Error Messages (examples):
"The sender's phone number is not a valid phone number"
"Checking for a valid route failed. Sender and/or receiver information may be invalid"
"The sender's postcode has not been sent"
"The state is mandatory for countries USA and Canada"
"Le code postal de l'expéditeur ne correspond pas au pays"
"Carrier The origin location is invalid. Please check the data"
"Carrier Error when quoting: must be a valid postal code in NORWAY"
"The customer's country code is missing"
"Missing or invalid ship from address line 1"
"Sender phone number must be between 8 and 15 digits"
"RequestedShipment Shipper contact - phone number is required"
"Shipper > Address > StreetLines: Value is longer than maximum length"
"Carrier Postcode not found. Expected formats: AT - 9999(4)"
Cause:
Invalid or incomplete sender/receiver address or phone number.
Fix:
Edit the customer shipping address in the dashboard.
Ensure Address Line 1 matches Google Address Verification and is < 30 characters.
Verify phone number is 8–15 digits.
5. Customs Value Missing
Error Messages:
"Missing customs value for shipment"
"Shipping label generation failed, please reach out to support@yayloh.com"
Cause:
Customs value for shipment not provided.
Fix:
Email
support@yayloh.comwith the order number.
6. Configuration-related Errors
Error Messages:
"Carrier same as delivery not found in shipping rules"
Cause:
Backend logic for return carriers may not be configured for the delivery carrier.
Fix:
Check delivery carrier in your store back office.
Inform Yayloh which return carrier should be used for that delivery carrier.
7. Carrier Service Limitations
Error Messages:
"The service 'XX' is not valid for this shipment"
"Invalid or unsupported destination"
Cause:
Address, weight, or dimensions do not meet carrier service requirements.
Fix:
Replace address with nearest drop-off location (Google Maps).
Verify dimensions/weight meet carrier constraints.
Contact carrier or 3PL to confirm supported services.
8. Northern Ireland (NI) Specific Errors
Error Messages:
"Shipping label generation failed"
Details include:
"customs_shipment_type: This field is required."
"customs_invoice_nr: This field is required."
"parcel_items: At least one parcel item is required"
Cause:
Northern Ireland (postal codes starting with BT) uses GB code but is treated as EU customs zone.
Default carrier may not support required customs info.
Fix:
Check if zip code starts with 'BT'.
Confirm with carrier which service to use for NI shipments.
Contact Yayloh support to configure a backup service.
For Webshipper or nShift users, see nShift Brexit & NI Setup: https://helpcenter.nshift.com/hc/en-us/articles/6834254332956-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.
