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Troubleshooting FedEx shipping errors
Troubleshooting FedEx shipping errors

Common shipping errors and how to resolve them

Updated over a week ago

Below is a list of common shipping errors and how to resolve them. However, If you find that you are still encountering any errors when shipping, please contact our Veeqo support team who are happy to help!

Receiving error 'Carrier Authentication Failed'

If you are getting the error Carrier Authentication Failed when attempting to ship with FedEx, this is most likely due to your production key not being activated by their Web Integration Solutions Consultation (WISC) Team.

To get your production key authorized to create shipment Call up FEDEX on  1.877.339.2774 (Monday–Friday 7am–9pm, Saturday 9am–3pm (CST) and ask to speak to the Web Integration Solutions Consultation (WISC) Team. When you speak to the WISC representative you will need to request to enable your API production key so that you can create shipments in Veeqo. You may need to provide them with your account details and the API key, so make sure you have them handy. 

If you are not receiving any shipping rates:

To receive shipping rates, please use your Developer Key. To get this information, please see this guide. You can check which key you are currently using by following these steps:

  • Go to Settings

  • Click on 'Shipping Carrier Integrations'

  • Select the 'Settings' button next to Fedex

  • Under Module, it should show 'Development'

Ensure that the Key you are using is the Development Key given by FedEx

Carrier Package 1 - Weight is missing or invalid.
The order weight must be greater than zero

There was a problem retrieving services for Fedex
Please check with FedEx first to see if there is an issue or an outage which would explain this issue. It would also be great for you to check your credentials in Veeqo as it might not being entered into Veeqo correctly. This help-guide is a step by step process on what you will need to do in order to get FedEx set up:

There are no valid services
This can be due to the Dispatch Location address in Veeqo being incorrect. To ensure that all warehouse address details have been entered and are correct, please go to Settings > Locations > Click into your Location/Warehouse > Click EDIT to edit the location address.

Allocation weight is empty
The allocation / weight attribute needs to be greater than zero to the order

Missing quotes or undefined error message

If you are not receiving quotes from your shipping carrier when trying to ship an order or are receiving an undefined error message please the following troubleshooting steps:

  1. Customers address - Double check your customers address. You can do this using a carrier address verifier for the carrier you are trying to use.

  2. Customer email and phone number- Check that the customer has an email address and phone number added to the order. Some carriers will not accept a shipment via the API if these are not present.

  3. Total order weight- Check that the order has a total weight added. The weight needs to be above 0.

  4. Maximum weight allowed by the service- Check that the weight you have added for the order can be accepted by the service you are trying to use.

  5. Ship from address - We will use the location you entered in Veeqo as your ship from address. Check you have a valid location address in settings.

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