If, when generating a shipping label, you receive an error and/or are unable to complete shipment for the job in question, use the information below to determine your next steps.
Missing Partner Shipping Address
In some situations, a shipping label may not be generated because an address for your business was not included on your account page. In this situation, you may see the prompt shown above informing you of the problem. In these situations, you should enter your shipping address in your Account Settings.
Navigate to Account Settings by expanding the left-hand navigation menu in the Partner Portal and selecting Partner Settings > Partner Account.
Package Overweight or Oversized for Applicable Service
The images shown above exemplify situations where the shipment exceeds the weight or size limit for the applicable service. In these situations, a custom label will need to be requested. If you have encountered this issue, please contact us by submitting this support request form and explaining the situation. Please ensure to provide the Job ID and parcel dimensions in question to avoid delays in processing.
Destination Address Invalid
In some situations, you may be unable to generate your shipping label due to an invalid customer destination address. If you run into an issue generating a shipping label, this may be the cause. Contact us by submitting this support request form and explaining the situation. We will review the situation and will work to resolve the issue ASAP. Please ensure to provide the Job ID and parcel dimensions in question to avoid delays in processing.