Tracking & Label Issues

This guide helps you troubleshoot common issues with shipping labels and tracking.

Label Generation Issues

"Label Generation Failed"

Causes:

• Invalid address
• Carrier credentials expired
• Package exceeds limits
• Carrier service unavailable

Solutions:

1. Check the address:

   • Verify postcode is correct
   • Ensure address is complete
   • No PO Boxes for certain carriers

2. Verify carrier credentials:

   • Go to Settings → Carriers
   • Test connection
   • Reconnect if needed

3. Check package details:

   • Weight within limits
   • Dimensions acceptable
   • Service supports destination

Label Shows Wrong Address

Cause: Return address misconfigured.

Solution:

1. Go to Settings → Locations
2. Verify return address
3. Update if incorrect
4. Regenerate label

Label Not Received by Customer

Causes:

• Email went to spam
• Wrong email address
• Email delivery failed

Solutions:

1. Check the RMA for email status
2. Resend label from RMA details
3. Verify customer email address
4. Check email logs

Tracking Issues

Tracking Not Updating

Cause: Carrier hasn't scanned package yet.

Normal delays:

• Pickup scheduled but not collected
• In carrier facility awaiting scan
• Rural/remote delays

Actions:

1. Wait 24-48 hours after drop-off
2. Check carrier's tracking directly
3. Contact carrier if extended delay

Tracking Shows "Delivered" But Not Received

Causes:

• Delivered to wrong address
• Left with neighbour
• Delivery scan error

Actions:

1. Confirm delivery address
2. Check with neighbours
3. Contact carrier for proof of delivery
4. File carrier claim if needed

Tracking Number Invalid

Cause: Carrier didn't activate tracking.

Solution:

1. Wait a few hours (activation delay)
2. Check with carrier directly
3. Regenerate label if needed

Label Format Problems

Cannot Print Label

Solutions:

1. Download as PDF instead
2. Try different browser
3. Check printer settings
4. Clear browser cache

Label Quality Poor

For thermal printers:

• Check print head cleanliness
• Verify label media
• Adjust darkness settings

For standard printers:

• Use high quality setting
• Print at 100% scale
• Don't shrink to fit

Carrier-Specific Issues

Australia Post

StarTrack

Best Practices

• Validate addresses before generating labels
• Test carrier connections regularly
• Monitor for failed label notifications
• Follow up on stuck tracking
• Keep carrier credentials current

Related Articles

• Connect Carriers
• Approvals, Labels & Tracking
• Carriers & Label Formats