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SHIPTHEORY SUPPORT

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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 7
 * 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 7 articles
Billing FAQ 16
 * 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 16 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 1
 * Unable to load your Universal carrier settings.

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 2
 * Getting Started with Shiptheory and An Post
 * Booking a Click & Collect shipment with An Post

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 1
 * Bring API User ID and API Key

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 7
 * 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 7 articles
DHL 22
 * 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 22 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) 11
 * 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 11 articles
DPD & DPD Local 39
 * 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 39 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 4
 * P2P Mailing Setup
 * P2P PUDO Service Availability
 * P2P Return FedEx Tracking Number
 * P2P Set Default Shipment Cost

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 6
 * 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 6 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
Parcel Station 1
 * Parcel Station Setup

Parcel2Go 1
 * Connecting Shiptheory and Parcel2Go

Parcelforce 30
 * 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 30 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 49
 * 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 49 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 18
 * 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 18 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
 * Configuring your UPS account
 * UPS Missing or invalid shipper number (120100)

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 1
 * Yamato Europe Setup

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.


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 29
 * How to Bulk Process Orders in Brightpearl for Shiptheory
 * How to integrate with Brightpearl
 * Embedding Shipping Labels in Brightpearl
 * Set as Packed
 * How to Print Multple Labels for Multiple Boxes

See all 29 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 5
 * 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?

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 18
 * 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 18 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 21
 * 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 21 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 28
 * 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 28 articles
Integrated labels 6
 * 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 6 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 6
 * Barcode has too many numbers in it
 * Barcode scanning
 * Supported barcode scanners
 * Order Picking Magic Barcodes
 * Configuring your Pick Pack Ship settings

See all 6 articles


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 4
 * Uploading Orders with CSV
 * Adding shipment and product information to a CSV export
 * Exporting shipments to a CSV
 * Product CSV Upload Page


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 13
 * Creating a test account for the Shiptheory API
 * PHP Token Request
 * API Troubleshooting
 * PHP Service List Request
 * Finding Your Carrier Increment

See all 13 articles


INTERNAL

DX Express (DX Courier & DX Secure) 1
 * DX Express courier services ('XXX' is not a valid service for this shipment)

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