When Packeta rejects a packet, ShipDock shows Packeta's own message on the order. This article lists the errors merchants run into most often, what causes them and how to fix them. After you fix the cause, create the label again.
ShipDock Orders: the order is listed in the Review these orders banner and the Parcels column shows a red icon. Click Show to read the message. Packeta's message comes first, followed by a list of the fields Packeta rejected and why, in the form field: reason (for example currency: …).
Shopify order list, Create & Print dialog: failed orders are listed under Failed to create labels: with the order number and the message.
Printing: errors appear in the banner Problem with generating shipping labels.
You entered an unauthorized currency. You can either enter the currency of the country to which the parcel is being delivered; or if you have set a currency conversion while entering the parcel (not while sending money), then you can also enter the currency to which you are converting.
Cause: ShipDock sends the packet, including the COD amount, in the currency the customer paid in. It does not convert currencies. If your Packeta account does not allow that currency for the destination country, Packeta rejects the packet. Typical case: an order to Poland paid in EUR.
Fix for all orders: allow the order currency for the destination country in your Packeta account.
Sign in to the Packeta client section and open the currency settings: client.packeta.com/en/user-conversions.
Find the destination country and choose the currency of your orders. For orders to Poland in EUR, set EUR for Poland.
Save in Packeta and create the label again in ShipDock.
Fix for one order: in ShipDock Orders, click the pencil icon (Edit order), turn on Override currency and choose a currency Packeta accepts for that country. The amount is not converted, so also turn on Override COD value (for COD orders) and Override insurance value and enter the amounts in the new currency. Save and create the label again. Details: How to set up cash on delivery (COD).
Cause: many Packeta partner carriers for home delivery, for example DE Hermes HD, PL Home Delivery HD or HU Hungarian Post HD, need the house number in its own field. Shopify has no house number field, so customers usually type it into the street line. When the order has no separate house number, ShipDock splits it off the street line using the usual address format of the destination country. If the street line has no number, or the address is written in an unusual way, the house number ends up missing or wrong and Packeta reports the houseNumber or street field.
Fix:
In ShipDock Orders, click the pencil icon (Edit order).
Turn on Override shipping address.
Enter the street without the number in Street (address 1) and only the number in House number, for example 223/23.
Save and create the label again.
Tip: If your customers type the house number into address line 2, let ShipDock use it. See How to use address line 2 as the house number.
Cause: each Packeta carrier has a maximum weight. ShipDock sends the order weight from Shopify plus the weight of the package from Settings → General → Shipping packages. If the products have no weight, it uses the Weight in Settings → General → Fallback settings (500 g by default). A wrong product weight or a heavy package can push the packet over the carrier's limit.
Fix: check the product weights in Shopify and the package and fallback weights in Settings → General. For one order, use Edit order → Override package weight and enter the weight in kg.
Cause: most Packeta partner carriers for home delivery need the customer's phone number and email. ShipDock takes the phone from the shipping address, then from the order, then from the customer. If none is there, the packet has no phone number.
Fix: use Edit order → Override contact and enter Phone number and Email.
Cause: Packeta home delivery partners outside the EU (for example GB, CH, US) need a customs declaration. ShipDock sends it only after you fill it in on the order. Without it, the packet goes to Packeta without customs items and Packeta can reject it. Packeta also needs a positive delivery cost in the declaration, so orders with free shipping fail.
Fix:
In ShipDock Orders, click Customs in the order row.
Fill in the declaration and save. Items come from the order.
For free shipping orders, open Providers → Packeta → Customs and add a row to Default delivery cost per destination. ShipDock then prefills that delivery cost.
Create the label again.
Cause: the API password in ShipDock does not match your Packeta account.
Fix: open Providers → Packeta → General, copy the API password again from the Packeta client section (User support) and save.
Cause: Packeta calls the sender eshop. ShipDock sends the indication from Default indication sender, or from an Additional Senders rule that matches the order. If that indication does not exist in your Packeta account (a typo, or a sender from another account), Packeta rejects the packet.
Fix: in the Packeta client section, check your senders and copy the indication exactly into Default indication sender or the Additional Senders rule on Providers → Packeta → General. Save and create the label again.
In the banner: The shipping method … is not assigned to any provider.
Cause: the order's shipping rate is not mapped to Packeta, so ShipDock does not know the delivery method.
Fix: map the rate on the Packeta Pickup points or Home delivery tab (How to set up shipping rates), or change the courier for this order with the exchange icon in the Shipping column.
Sometimes with the country: Carrier for this order was not found. State (XX) is not supported.
Cause: the order goes to Packeta home delivery, but no Packeta carrier is selected for its shipping rate, so ShipDock cannot tell which carrier delivers to that country.
Fix: on the Packeta Home delivery tab, choose the Packeta carrier for the rate, for example CZ Packeta Home HD or DE Hermes HD. Or change the courier for this order with the exchange icon in the Shipping column.
In the banner: The customer didn't select a pickup point.
Cause: the order uses a Packeta pickup point rate, but the customer did not choose a point.
Fix: click Send reminder to email the customer, or choose the pickup point yourself in the Shipping column. See How to set up the pickup point reminder email.
Fix: open Providers → Packeta → General, turn on Connect provider throught API, check API key, API password and Default indication sender, and save. See How to connect Packeta.
*… If you are printing labels for Home Delivery (HD) use A6 format. Labels of Packeta partner carriers exist only in A6. Choose A6 or A6 on A4* and print again.
*… Failed IDs: Z… Probably does not exist in packeta. Packeta does not know the packet, for example because it was cancelled in the Packeta client section or created under another Packeta account. Delete the parcel in ShipDock (trash icon next to the tracking number, Delete this parcel*) and create the label again.
*Packeta request timeout.* Packeta took longer than usual to answer. Try again. If it keeps happening, contact ShipDock support.
