Shiptheory Support
Welcome
Login
Sign up
Home
Solutions
How can we help you today?
Enter your search term here...
Search
New support ticket
Check ticket status
Knowledge base
General
General FAQ
90
What is Shiptheory?
How Much Does Shiptheory Cost?
Shipping Rules Explained
What is a Channel?
What is a Carrier?
See all 90 articles
Getting Started
10
Which Channels are supported by Shiptheory?
Which Carriers are supported by Shiptheory?
Setting up your Shipping Rules
Shipping Statuses
How to use Shiptheory
See all 10 articles
Advanced Configuration
13
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
See all 13 articles
Billing FAQ
18
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
See all 18 articles
Terms, Conditions and Legal
1
Service Level Agreement (SLA)
Returns
2
How Do I Enable Returns?
Which Carriers Support Return Labels?
Shipping Internationally
1
European Commission Acceptable Goods Description
Couriers
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 find your Amazon MWS credentials
Amazon Seller Fulfilled Prime
10
How to obtain your Amazon Seller ID and MWS Authorisation Token
How does Amazon Seller Fulfilled Prime work in Shiptheory?
What is the difference between Amazon Seller Fulfilled Prime and Amazon Multi-Channel Fulfilment?
Amazon reports all carriers as "Temporarily Unavailable"
(503) Amazon API request limit reached
See all 10 articles
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
14
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
See all 14 articles
Aramex
3
How to send a Cash on Delivery shipment with Aramex
Getting Started with Aramex and Shiptheory
Sending Insured shipments with Aramex
Asendia
4
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"
Bring
2
Bring API User ID and API Key
Why are my Pakke i postkassen labels smaller?
Caribou
3
How Connect Caribou
Where Can I find my Caribou Shipments?
What Caribou Services Are Available In My Shiptheory Account?
CSM Logistics
1
How to integrate with CSM Logistics
Despatch Bay
3
Despatch Bay API Username & Key
When am I charged for Despatch Bay labels?
Despatch Bay Tracking Number Not Provided
Deutsche Post
8
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
See all 8 articles
DHL
23
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
See all 23 articles
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
8
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)
See all 8 articles
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
See all 12 articles
DPD & DPD Local
41
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
See all 41 articles
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)
4
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
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
See all 9 articles
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
38
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
See all 38 articles
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
10
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
See all 10 articles
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
See all 7 articles
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
4
Access Denied For Customer
myHermes Setup
Cancelling myHermes Labels
Why do myHermes labels not show signature required?
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
6
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?
See all 6 articles
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
See all 7 articles
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
See all 6 articles
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
32
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
See all 32 articles
Postnord
2
PostNord Sweden
Postnord setup
ProCarrier
2
Getting Started with Pro Carrier and Shiptheory
Re-booking International Shipments with Pro Carrier
Royal Mail
54
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?
See all 54 articles
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
See all 10 articles
Sendle
2
Getting Started with Sendle and Shiptheory
Specifying Parcel Sizes with Sendle
SkyNet
1
Required details for integrating with SkyNet
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
See all 8 articles
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
See all 8 articles
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
See all 19 articles
Tuffnells
13
Tuffnells EDI Setup
Managing Your Tuffnells Manifest
Tuffnells Label Show Test Barcode - Activation
Tracking Tuffnells Consignments
Removing The Tuffnells Logo from Labels
See all 13 articles
UPS
25
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)
See all 25 articles
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?
See all 7 articles
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.
Samos-E
0
Channels
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
13
How to obtain your Amazon Seller ID and MWS Authorisation Token
Shiptheory & Amazon Seller Fulfilled Prime
Getting started with Amazon and Shiptheory
Why is my Amazon order showing as 'Not Available' and 'Not Ready' in Shiptheory?
When does Shiptheory receive my Amazon orders?
See all 13 articles
BigCommerce
9
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
See all 9 articles
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
Processing Shipments from Bluepark
See all 10 articles
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
Set as Packed
See all 32 articles
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?
See all 6 articles
Etsy
4
Connecting your Etsy Shop with Shiptheory
Etsy Advanced Settings
When does Shiptheory receive my Etsy orders?
IOSS Number from Etsy
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)
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
See all 38 articles
Magento 2
20
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
See all 20 articles
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
See all 7 articles
Seller Dynamics
2
How To Integrate with Seller Dynamics
How to print shipping labels from Seller Dynamics
Shopify
23
FAQ
How to integrate with Shopify
How do I fulfil Shopify orders into Shipments?
Mapping Shipping Methods from Shopify
Multiple Boxes From Shopify
See all 23 articles
Squarespace
2
Getting Started with Squarespace and Shiptheory
When does Shiptheory receive my Squarespace orders?
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
See all 13 articles
Unleashed
14
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
See all 14 articles
VisualSoft
5
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
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
22
WooCommerce advanced settings in Shiptheory
How to Disconnect WooCommece
WooCommerce Requirements / Common Troubleshooting
How to check WooCommerce Version
How to enable WooCommerce REST API
See all 22 articles
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
See all 10 articles
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
Printing
Printers & Printing
29
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)
See all 29 articles
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
See all 8 articles
User-Specific Printing
3
Sales Channel User-Specific Printing
Supported User-Specific Printing Sales Channels
Default Printer Specific to a Shiptheory User
Customs Documents
General
4
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
CN22 & CN23
2
How To Print CN22 Customs Declarations
How To Print CN23 Customs Declarations
Commercial Invoice
2
How To Print Commercial Invoices
Updating your Commercial Invoice Export Declaration
Barcodes and Picking
General
8
Barcode has too many numbers in it
Barcode scanning
Supported barcode scanners
Order Picking Magic Barcodes
Configuring your Pick Pack Ship settings
See all 8 articles
USB Scales
General
2
USB Scales
USB Scales Not Available
Partners
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
Importing & Exporting Data
CSV
5
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?
Misc.
Misc.
4
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
Exporting
Commodity Information
2
Product Commodity Information
Does Shiptheory support commodity information from Bluepark?
Shiptheory API
Using the API
14
Creating a test account for the Shiptheory API
PHP Token Request
API Troubleshooting
PHP Service List Request
Finding Your Carrier Increment
See all 14 articles
