All Collections
Carrier Connection
Troubleshooting UPS shipping errors
Troubleshooting UPS 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!

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

Carrier Invalid Package Reference Value
This error has happened when there is an incorrect value in the EORI number field in Veeqo. You check the EORI number field in Settings > General. EORI is only needed when shipping from the UK/ Northern Ireland

UNDEFINED: Hard: Weight is out of allowable range. (UPS)
Allocation weight is too large for the service selected. You will need to select an alternative shipping service

UPS API did not respond. Please try again in a few minutes.
Please check if UPS have any outages on their side. If this error continues please contact our Veeqo support team.

Carrier Package exceeds the maximum size total constraints of 400 cm (length + girth, where girth is 2 x width plus 2 x height)
The product dimensions exceeds the limit allowed by UPS

There was a problem retrieving services
This can be due to the address / telephone / email / zipcode being incorrect. Please make sure that all of the details are filled in and are correct. If the destination does not have/accept postcodes, please try '0000' or '00000'.

Carrier The XML document is well formed but the document is not valid
This can be due to a foreign or un-supported character being present in the product title. For example, this error can be caused by an emoji being in the title. You will need to remove this in order to get resolve the error

Carrier: The selected service is not valid with the selected packaging
Please check your Dispatch Location address in Veeqo and ensure that it matches your collection address on UPS

Invalid Access License number
This is due to the license number being incorrect. To review this please head to Settings > Shipping and carrier integrations > Click into UPS. Here you can review and check your license number.

User Id and Shipper Number combination is not qualified to receive negotiated rates
This error is due to the UPS account not being authenticated with UPS. Here is a link on negotiated rates not showing and how to authenticate your account:

Missing / Invalid shipper number.
This can show due to the shipper number (Account Number) from the Shipping API not being added to their profile.
Here are the instructions from UPS's website:

To verify you have the correct information in your profile:

  1. Log in to (Be sure to use the same User ID and Password that is in your Shipping API)

  2. Select Account Summary from the My UPS tab rollover menu.

  3. Verify that your account is listed; if not, select the Add a UPS Account link

Follow the instructions to add the account

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.

Did this answer your question?