Shiptheory Support

General FAQ 94

• What is Shiptheory?
• How Much Does Shiptheory Cost?
• Shipping Rules Explained
• What is a Channel?
• What is a Carrier?

View all 94

Getting Started 11

• Which Channels are supported by Shiptheory?
• Which Carriers are supported by Shiptheory?
• Setting up your Shipping Rules
• Shipping Statuses
• How to use Shiptheory

View all 11

Advanced Configuration 17

• Shiptheory IP Addresses
• How to Schedule Shipments with Shipping Rules
• Updating Shipment Details with Rules
• Highland and Northern Irish Postcodes - Used for Shipping Rules
• Auto Archiving Shipments in Shiptheory

View all 17

Billing FAQ 19

• Why Am I Being Charged 20% VAT?
• How can I get copies of my invoices?
• How to change the payment details used to bill your account
• What are Bolt-Ons?
• Price guarantee

View all 19

Terms, Conditions and Legal 3

• Service Level Agreement (SLA)
• Requirement of NDA/Contract to obtain API Docs
• Shiptheory Cyber Security Policy

Returns 6

• How Do I Enable Returns?
• Which Carriers Support Return Labels?
• Shiptheory Returns Portal
• Setting Up your Shiptheory Returns Portal
• Using the Shiptheory Returns Portal

View all 6

Shipping Internationally 2

• European Commission Acceptable Goods Description
• Recipient tax numbers in Shiptheory

what3words 1

• what3words and Shiptheory

13ten 2

• When are 13ten Labels Chargeable?
• Getting Started with 13Ten and Shiptheory

Address-Only Labels 2

• Unable to load your Universal carrier settings.
• How to setup Address Only Labels

Amazon Multi-Channel Fulfillment 1

• How To Connect Your Amazon Account With Shiptheory Multi-Channel Fulfillment

Amazon Shipping 4

• How To Connect Your Amazon With Shiptheory Amazon Shipping
• Selecting Your Amazon Shipping Services
• Selecting Amazon Shipping Delivery Enhancements
• Amazon Shipping error: "Error fetching shipping rates: (400) Invalid input: The API has faced an Unknown Error"

An Post 3

• Getting Started with Shiptheory and An Post
• Booking a Click & Collect shipment with An Post
• An Post: "The number of parcels cannot be greater than the total number of shipment contents"

APC 16

• Connect your APC account to Shiptheory
• Pickup date must be a valid date / time
• You must enter a value for Goods Type
• Please answer the outstanding issues
• APC Horizon Setup

View all 16

Aramex 3

• How to send a Cash on Delivery shipment with Aramex
• Getting Started with Aramex and Shiptheory
• Sending Insured shipments with Aramex

Asendia 5

• Getting started with Asendia and Shiptheory
• Advanced Asendia Settings in Shiptheory
• Asendia: "BadRequest Unable to find a matching product/service combination"
• Asendia: "BadRequest Product/Service combination not available"
• Can't find your normal Asendia service?

Bring 2

• Bring API User ID and API Key
• Why are my Pakke i postkassen labels smaller?

Canada Post 3

• Getting Started with Canada Post
• Currency Conversion with CanadaPost
• Canada Post: Address validator

Caribou 4

• How Connect Caribou
• Where Can I find my Caribou Shipments?
• What Caribou Services Are Available In My Shiptheory Account?
• Shipments are failing with "Call to Caribou API/ create failed" error message

CSM Logistics 1

• How to integrate with CSM Logistics

Despatch Bay 4

• Despatch Bay API Username & Key
• When am I charged for Despatch Bay labels?
• Despatch Bay Tracking Number Not Provided
• Despatch Bay: How can I use Parcelforce Express 48?

Deutsche Post 9

• Getting started with Deutsche Post and Shiptheory
• Do I need to Manifest with Deutsche Post?
• Deutsche Post: Do I need to print a Commercial Invoice?
• Manifesting Deutsche Post Shipments & Air Way Bill Labels
• Deutsche Post: Number of Air Way Bill Labels

View all 9

DHL 27

• Applying for DHL Site ID and API Password
• End Of Day Manifest
• DHL Archive Label
• The system could not verify your billing account number
• System Unavailable

View all 27

DHL Germany (DHL.de) 5

• Getting started with DHL.de and Shiptheory
• How to find your DHL.de Customer Number and Contract Billing Numbers
• DHL.de: "A clear recipient street address building number could not be detected"
• DHL.de Credentials not being accepted by Shiptheory
• DHL.de: Multiple Box Shipments

DHL Parcel UK 9

• Getting Started with DHL Parcel UK and Shiptheory
• DHL Parcel UK: Delivery Email / Contact Number is required
• DHL Parcel UK: Delivery Notifications
• Booking a DHL Parcel UK shipment with Extended Cover
• DHL Parcel UK: Weekend & Bank Holiday parcel collections (Deferred API)

View all 9

DHL Parcel UK (Legacy) 12

• Connect your UK Mail (DHL Parcel UK) account to Shiptheory
• Packet+ Return Address
• UK Mail Signature Options
• Validation failed. User XXX is not authorized to use Account XXX.
• Shipping to Ireland with UKMail

View all 12

DPD & DPD Local 43

• Connect your DPD account to Shiptheory
• Connect your DPD Local account to Shiptheory
• Error code 1014 - Account on stop
• Error code 1019 - Number not in range
• Error code 1021 - Service Denied

View all 43

DPD Belgium (DPD.be) 1

• Getting started with DPD.BE and Shiptheory

DPD Germany (DPD.de) 4

• Getting Connected with DPD.de and Shiptheory
• DPD.de Delivery Notifications Options
• Booking a DPD.de Parcel Shop Delivery Shipment
• DPD.de International Shipments Customs Charges Responsibility

DPD Ireland (DPD.ie) 8

• Getting started with DPD.ie and Shiptheory
• Booking a Pickup at Parcel Shop shipment with DPD.ie
• DPD Ireland - Shiptheory Advanced Settings
• A Sender EORI or VAT number is required to send international shipments
• How do I enable Paperless Trade (ECD) through DPD.ie?

View all 8

DPD Netherlands (DPD.nl) 9

• Getting started with DPD.nl and Shiptheory
• Booking a Pickup at Parcel Shop shipment with DPD.nl
• DPD.nl International Shipments Customs Charges Responsibility
• DPD.nl Delivery Notifications options
• Add Higher Insurance cover to a DPD.nl shipment

View all 9

DX Express (DX Courier & DX Secure) 4

• Email Address or Telephone Numbers aren't being supplied on DX Courier shipments
• DX Express: Sending to Ireland
• Print the Shipment ID or Order ID on DX Express Labels as the Consignment Number
• Getting Started with DX Express (Secure/Courier) and Shiptheory

DX Freight (DX 1-Man & DX 2-Man) 5

• Getting Started with DX Freight, 1-Man & 2-Man and Shiptheory
• DX Freight, 1-Man & 2-Man Integration Credentials
• DX Freight - Company Name isn't printing on my shipping label
• DX Freight: Sending to Ireland
• DX 1-Man error: (1) (F014) Invalid ConsignmentReference2 length.

FedEx 39

• 2012 - Shipper/origin country is not Thermal Air WayBill enabled
• FedEx Developer Key & Password
• Moving From Test to Production
• Unable to create label 2039 (Incomplete commodity description 1)
• FedEx 8336 Service is Not Allowed

View all 39

GLS Netherlands (GLS.nl) 4

• Booking a ShopDelivery shipment with GLS.nl
• Getting Started with GLS Netherlands and Shiptheory
• Sending Shipment Notification Emails with GLS.nl
• GLS Netherlands Notification Option

Hermes Enterprise 11

• How do I cancel Hermes labels?
• Why are delivery instructions not shown on the label?
• Does Shiptheory book Hermes Collections?
• Does Shiptheory support Hermes ParcelShop?
• The Shipment Value on International Hermes Labels is Incorrect

View all 11

HIVED 2

• Connecting HIVED to Shiptheory
• Getting the most out of your HIVED integration

ILG 5

• Connecting Shiptheory with ILG
• ILG Product Value
• ILG: Shipping Duties and Import Taxes
• Specifying a Reason for Export with ILG
• Country of Manufacture on products to ILG

InPost 7

• InPost Parcel Sizes
• How Shiptheory Extracts InPost Locker IDs
• Target Locker Id Is Not Found
• No InPost Locker Was Found In The Delivery Address
• Transaction Cannot be Completed Due to Account Balance

View all 7

InstaDispatch 1

• Connecting Shiptheory and InstaDispatch

Landmark Global 4

• Connecting Landmark Global and Shiptheory
• Landmark Global: Sender's Address
• Adding Insurance to a Landmark Global shipment
• Landmark Global: Delivery Instructions

LF&E Transport 4

• Getting Started with LF&E Transport & Shiptheory
• Booking an LF&E Transport shipment with Insurance
• Booking an LF&E shipment with mixed package sizes
• International Shipments with LF&E Transport

myHermes 5

• Access Denied For Customer
• myHermes Setup
• Cancelling myHermes Labels
• Why do myHermes labels not show signature required?
• Getting started with myHermes

Norsk 2

• Getting Started with Norsk and Shiptheory
• Norsk: Enabling Paperless Trade

P2P Mailing 5

• P2P Mailing Setup
• P2P PUDO Service Availability
• P2P Return FedEx Tracking Number
• P2P Set Default Shipment Cost
• How to cancel your P2P Mailing shipment

Pall-Ex 7

• Shipping Pallets with Pall-Ex
• Do my Pall-Ex consignments show in Solitaire or Twine?
• How To Integrate with Pall-Ex
• Does Shiptheory Work With MyNexus
• What services can you choose the delivery date?

View all 7

Palletforce 5

• Shipping Pallets with Palletforce
• Can I see my Palletforce consignments in Alliance?
• Getting started with Palletforce and Shiptheory
• Same Tracking Number for all Shipments
• Palletforce Settings

Palletways 7

• Getting started with Palletways
• Specifying the Number of Lifts with Palletways
• Specifying an Aggregate Weight with Palletways
• Shipping Pallets with Palletways
• Using Pallet/Package Weight as Pallet Quantity with Palletways

View all 7

Palletways (Legacy) 6

• Shipping Pallets with Palletways
• There was an error getting this label: consignment data not found
• Palletways accepted the shipment. Tracking number not provided.
• Specifying a Number of Lifts
• Using Package Weight as Pallet Quantity

View all 6

Panther Logistics 3

• Panther Logistics and Calculated Cube Volume
• Getting Started with Panther Logistics
• Updating an existing booking with Panther Logistics

Parcel Station 1

• Parcel Station Setup

Parcel2Go 1

• Connecting Shiptheory and Parcel2Go

Parcelforce 33

• Connect your Parcelforce account to Shiptheory
• ServiceCode is not available for this shipper location
• Parcelforce "Router Label Required"
• Error: UnitWeight must be a positive number no longer than 5 digits
• Error making call to FedEx

View all 33

Postnord 2

• PostNord Sweden
• Postnord setup

ProCarrier 2

• Getting Started with Pro Carrier and Shiptheory
• Re-booking International Shipments with Pro Carrier

Royal Mail 55

• Connect your Royal Mail to Shiptheory
• Service is not enabled for this account. Error code: E1090
• Shipment numbers are exhausted. Error code: E1149
• Shipping On The Weekend
• What Is The Royal Mail Digital Certificate?

View all 55

Royal Mail Netdespatch 10

• Royal Mail Netdespatch email confirmation when booking in shipments
• Royal Mail Netdespatch
• Royal Mail Netdespatch - How to Batch Cancel Orders
• Royal Mail Netdespatch - Invalid Tariff Code
• Royal Mail (Netdespatch) Manifest

View all 10

Samos 3

• Getting Started with Samos
• Samos Error: "Parcel with this order reference already exists!"
• Samos Error "We are sorry but we do not support labels to Russia at present"

Sendle 2

• Getting Started with Sendle and Shiptheory
• Specifying Parcel Sizes with Sendle

SkyNet 1

• Required details for integrating with SkyNet

Starlinks 2

• Connecting Starlinks to Shiptheory
• Getting the most out of your Starlinks Integration Settings

Swiss Post 8

• Getting started with Swiss Post and Shiptheory
• Swiss Post Delivery Notifications
• Printing the Sender's Address or Logo on Shipping Labels
• Swiss Post Delivery Notification Free Text
• Swiss Post - Shiptheory Advanced Settings

View all 8

The Delivery Group 2

• Connecting The Delivery Group to Shiptheory
• Carrier service grouping for The Delivery Group

The Pallet Network (TPN) 8

• Getting Started with The Pallet Network & Shiptheory
• Booking a shipment with Full Value Cover (Insurance)
• Booking a shipment with multiple pallet sizes
• Booking a Dedicated Day shipment
• Booking a Booked Slot or Timed shipment

View all 8

TNT 19

• TNT Paper Manifest
• TNT Delivery Instructions on Label
• Why aren't consignments appearing in myTNT?
• CON_REFERENCE_NOT_RECOGNISED error in shipment history
• TNT Order Failed: Article weight must be entered

View all 19

Tuffnells 16

• Tuffnells EDI Setup
• Managing Your Tuffnells Manifest
• Tuffnells Label Show Test Barcode - Activation
• Tracking Tuffnells Consignments
• Removing The Tuffnells Logo from Labels

View all 16

UPS 29

• Sender's Address Line 2 Not Showing on UPS Label
• UPS Services
• End of day reports
• UPS Missing or invalid shipper number (120100)
• Address Validation Error on ShipTo address (120802)

View all 29

USPS 5

• Getting Started with USPS and Shiptheory
• USPS Shipment Notification Emails
• USPS: Address Validation
• How to generate a USPS SCAN form (Manifesting)
• USPS Weight Values

Voyager Logistics 1

• Integrating with Voyager Logistics

Whistl 7

• Getting Started with Whistl and Shiptheory
• Whistl Error - No Suitable Service
• Whistl Advanced Settings Explained
• Whistl Formats Explained
• Will a Route Genie Whistl account work?

View all 7

Yamato Europe 2

• Yamato Europe Setup
• How does Shiptheory manifest with Yamato Europe?

Yodel 4

• Yodel Setup
• Data error - commit failed - Column 'extraref1' cannot be null
• No Postal Code routing found for delivery - Error Code: 8061
• Where To View/Cancel Orders Booked With Yodel.

Fast Despatch Logistics 2

• Getting Started with Fast Despatch Logistics and Shiptheory
• Fast Despatch Logistics Advanced Settings

3dcart 4

• How to Connect 3dcart with Shiptheory
• How to print shipping labels from 3dcart
• 3dcart Dispatch Date and Cutoff Time
• Commodity Data from 3dcart

Amazon Central 6

• How To Connect Your Amazon Account With Shiptheory Amazon Central
• When Does Shiptheory Receive My Amazon Orders?
• Amazon Prime Orders
• My Amazon Shipment Customer Address Data Has Been Removed
• Amazon: Acceptable Use Policy & Data Protection Policy

View all 6

BigCommerce 11

• Connecting BigCommerce and Shiptheory
• Specifying the number of boxes for a BigCommerce Order or Shipment
• Processing Orders and Shipments from BigCommerce
• BigCommerce Prefix Explained
• BigCommerce App Settings

View all 11

Bluepark 10

• Connecting Bluepark and Shiptheory
• Multiple Shipments on Bluepark
• How to Specify Number of Boxes for a Shipment in Bluepark
• How to Include Discounts in Shipment Values in Bluepark
• Processing Shipments from Bluepark

View all 10

Brightpearl 32

• Updating the Shipping Method in Brightpearl from Shiptheory
• How to Bulk Process Orders in Brightpearl for Shiptheory
• How to integrate with Brightpearl
• Embedding Shipping Labels in Brightpearl
• Brightpearl: Set as Packed

View all 32

ChannelGrabber 5

• ChannelGrabber API Limit
• This Shipment is Not Ready for Processing
• ChannelGrabber Order Download Delay
• First Name and Last Name Display Wrong
• End of Shipping Support for ChannelGrabber

Cin7 3

• Enable Weights in Cin7
• How to Connect Cin7
• How to use Cin7 with Shiptheory.

Dear Systems 3

• Getting Started With Dear Systems
• DEAR Systems: Failed To Connect to Shiptheory
• Where does the Shipping Method come from within DEAR?

eBay 6

• How to integrate with eBay
• When does Shiptheory receive my eBay orders?
• How to use eBay Shipping Methods with Shiptheory
• eBay Rejecting APC Tracking Numbers: Could not upload tracking information for Order
• Does Shiptheory support eBay's Virtual Tracking Number?

View all 6

Etsy 5

• Connecting your Etsy Shop with Shiptheory
• Etsy Advanced Settings
• When does Shiptheory receive my Etsy orders?
• IOSS Number from Etsy
• ETSY Plus: How to add SKU's to products

Exact 3

• Deliveries from Exact are not being pulled into Shiptheory
• How to integrate with Exact
• How do I find out what the target company id is (aka division id)

Katana 3

• How to integrate with Katana
• How to print Shipping Labels from Katana
• Katana Multiple Shipping Location Senders Address Support

Khaos Control Cloud 1

• How to Integrate Khaos Control with Shiptheory.

Magento 38

• How to integrate with Magento
• Magento Shipping Prices and Quotes
• Unable To Connect To Magento
• Why Are Magento Orders Not Ready?
• Configuring Magento Order Statuses

View all 38

Magento 2 25

• Installing Shiptheory on Magento 2
• Why Are My Magento 2 Orders Not Coming Through?
• Migrating From Magento 2 Beta to Magento 2
• How to integrate with Magento 2
• Magento 2 Commodity Data

View all 25

NetSuite 5

• Connecting NetSuite to Shiptheory
• Using Custom Fields in NetSuite
• NetSuite Shipping Senders Addresses
• Creating Netsuite Item Fulfillments with Shiptheory
• Why aren't my NetSuite orders appearing in Shiptheory?

Not On The High Street 2

• How to integrate with Not On The High Street
• When does Shiptheory receive my Not On The High Street orders?

OnBuy 7

• How to Connect OnBuy to Shiptheory
• How to Print Shipping Labels from OnBuy
• OnBuy API Limits
• Tracking Numbers in OnBuy
• OnBuy Product Weight, Value and Commodity Data

View all 7

Seller Dynamics 2

• How To Integrate with Seller Dynamics
• How to print shipping labels from Seller Dynamics

Shopify 28

• FAQ
• How to integrate with Shopify
• How do I fulfil Shopify orders into Shipments?
• Mapping Shipping Methods from Shopify
• Multiple Boxes From Shopify

View all 28

Squarespace 3

• Getting Started with Squarespace and Shiptheory
• When does Shiptheory receive my Squarespace orders?
• Delivery Instructions from Squarespace

Stok.ly 0

TradeGecko 13

• Getting Started with TradeGecko and Shiptheory
• Shipping your Orders with TradeGecko and Shiptheory.
• TradeGecko order weight is incorrect or appears as 0 in Shiptheory
• How to integrate with Tradegecko
• Specifying multiple shipping boxes or parcels in TradeGecko

View all 13

Unleashed 15

• When Does Shiptheory Receive my Unleashed Orders?
• How to integrate with Unleashed
• Ignore Previously Completed Orders
• Multiple Boxes From Unleashed
• Why Unleashed Orders come in without Value

View all 15

VisualSoft 7

• Not All Orders Downloading from VisualSoft
• Email Notifications from VisualSoft
• Stop Visualsoft Sending Automatic Dispatch Email
• Tracking Number not showing in Visualsoft
• How to integrate with VisualSoft

View all 7

Wix 3

• How to Connect Wix with Shiptheory
• How to print Shipping Labels from Wix
• Why is the shipping address blank on orders downloaded from Wix?

WooCommerce 24

• WooCommerce advanced settings in Shiptheory
• How to Disconnect WooCommece
• WooCommerce Requirements / Common Troubleshooting
• How to check WooCommerce Version
• How to enable WooCommerce REST API

View all 24

Xero 10

• Failed to get Xero OrganisationID
• Xero API Limit
• How to Connect Xero and Shiptheory
• When do Invoices Download from Xero to Shiptheory?
• How to use Product Fields with Xero and Shiptheory

View all 10

Zapier 1

• How to use Zapier to integrate with hundreds of channels

Zoey 4

• How to integrate with Zoey
• Testing your first shipments from Zoey to Shiptheory
• Zoey's advanced options in Shiptheory
• How to Reset Your Zoey Configuration

Printers & Printing 32

• Automatic printing
• Shiptheory Print Client - Windows Setup
• Nothing is printing with automatic printing
• When printing PDF labels from the browser they don't fit
• Labels are automatically printing landscape instead of portrait (OSX)

View all 32

Integrated labels 8

• Creating a new Integrated labels template
• Designing an Integrated Labels template
• Integrated Labels Custom Text Field placeholders
• Adding Barcodes to Integrated Labels
• Product Table is empty on Integrated Labels

View all 8

User-Specific Printing 3

• Sales Channel User-Specific Printing
• Supported User-Specific Printing Sales Channels
• Default Printer Specific to a Shiptheory User

General 5

• Customs Documentation in Shiptheory
• How to set up Customs Documents in Shiptheory
• Which Carriers Support Paperless Trade (ETD) Through Shiptheory?
• Signature and Company Stamp on Customs Documentation
• How do I setup Default Commodity Information?

CN22 & CN23 2

• How To Print CN22 Customs Declarations
• How To Print CN23 Customs Declarations

Commercial Invoice 3

• How To Print Commercial Invoices
• Updating your Commercial Invoice Export Declaration
• CN22 not respecting consignment category

General 8

• Barcode has too many numbers in it
• Barcode scanning
• Supported barcode scanners
• Order Picking Magic Barcodes
• Configuring your Pick Pack Ship settings

View all 8

General 2

• USB Scales
• USB Scales Not Available

General 5

• Do we have a partner or referral program?
• Partnership Programme
• Can the Shiptheory Print Client be downloaded on a server?
• Which manifests in Shiptheory can be printed, and which manifests are needed?
• Order References

Third Parties 1

• For new carriers

CSV 6

• Uploading Orders with CSV
• Adding shipment and product information to a CSV export
• Exporting shipments to a CSV
• Product CSV Upload Page
• Why won't my CSV Import Work?

View all 6

Misc. 6

• Remote Support Request
• Sponsored Feature Request Commissions
• Sectigo Breaking SSL Update: AddTrust External CA Root Expiration
• Requesting the Deletion of your Personal Data under GDPR
• Shipment Pop-Up won't load

View all 6

Commodity Information 2

• Product Commodity Information
• Does Shiptheory support commodity information from Bluepark?

Using the API 15

• Creating a test account for the Shiptheory API
• PHP Token Request
• API Troubleshooting
• PHP Service List Request
• Finding Your Carrier Increment

View all 15

Amazon Shipping 1

• Shipment error: "Internal 500 Error. We encountered an Internal error."