FAQ
Quick reference for everyday tasks, plus troubleshooting for common problems.
Quick Reference
| Task | Path |
|---|---|
| Configure courier | Courier → Settings → select provider → enter credentials → Activate |
| Get webhook URL | Courier → Settings → copy webhook URL |
| Create single shipment | Orders → order row → Create Shipment |
| Create bulk shipments | Orders → select multiple → Create Shipments |
| View all shipments | Courier → Shipments |
| Filter by status | Shipments → status filter dropdown |
| Download shipping label | Shipments → Label link |
| Cancel a shipment | Shipments → Cancel button |
Frequently Asked Questions
Can I have more than one courier active at the same time?
Yes. You can store credentials for multiple couriers and switch the active courier at any time without losing saved credentials.
What happens if the courier API is down when I create a shipment?
The failure is logged and no shipment record is created. Check your API credentials and the order's shipping address, then retry once the courier API is back up.
Do customers see the tracking number?
The tracking number is stored on the shipment record in the admin Shipments page. Share it with customers manually or through your own notification flow.
If I switch to a different courier, what happens to old shipments?
Old shipments keep their original courier reference. Only couriers marked Active are used for new shipment creation.
I saved credentials but cannot create shipments. Why?
Go to Courier → Settings and ensure at least one provider is marked Active.
Troubleshooting
"No active courier" error when creating shipment?
- Go to Courier → Settings and ensure at least one provider is activated.
Shipment creation failing?
- Check your API credentials are correct and active in the courier's dashboard.
- Verify the order has a complete shipping address.
- Check API Logs (contact your platform provider) for the specific error from the courier API.
Status not updating automatically?
- Confirm the webhook URL is pasted correctly in your courier's dashboard.
- Check that the webhook secret matches between your settings and the courier's dashboard.
- Some couriers require you to explicitly enable webhooks or callbacks in their settings.
Bulk shipments not appearing?
- Bulk creation runs in the background. Wait 2–5 minutes, then refresh the Shipments page.
- If still missing after 10 minutes, contact your platform provider to check the job queue.
Cannot cancel a shipment?
- The courier's API may not allow cancellation after pickup.
- Contact your courier's customer support to cancel manually.
Duplicate shipment error?
- A shipment already exists for that order. Check the Shipments screen for the existing entry. Cancel it first if you need to create a new one.
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