If you cannot ship an order in Veeqo, please follow the general issues listed below. If none of the below applies please contact support via our live chat service or by email on helpme@support.veeqo.com with the order number and screenshots of the error message to aid with the investigation.
Check Why a Service is Unavailable
If you aren't seeing a service you expect for an order, you can check why. To do this:
Go to the order.
Click the dropdown on the rate card.
Scroll to the bottom and click "View unavailable shipping services".
Scroll to find the service you were looking for. The reason should explain why the order is not eligible for this service.
Rate Card Dropdown Not Visible
If the rate card dropdown does not appear at all on the shipping screen — and you only see "Ship without label" options — this means Veeqo is not returning any shipping quotes for the order. This is different from services appearing but being unavailable.
When no quotes are returned, the "View unavailable shipping services" option will not appear either. Check the following:
Order weight — must be greater than 0. Add weight in the shipping screen or on the product's inventory page.
Shipping address — must be fully complete — including street address, city, state/province, ZIP/postcode, and country. A ZIP or postcode alone is not sufficient to generate rates.
Customer email and phone number — required by some carriers. Edit these on the order.
Ship-from location — go to Settings → Locations and confirm your location address is fully filled in.
Carrier account connected and active — go to Settings → Carriers and confirm the carrier you want to use shows as connected. If it is not connected, no rates can be returned. If it is connected make sure the services are not hidden.
Carrier cut-off time — if you are past the carrier's daily cut-off, services for that day will not appear. Check your carrier's cut-off setting in Veeqo.
If you have confirmed all of the above and the dropdown still does not appear, contact support with the order number and a screenshot of the shipping screen so the team can investigate directly.
Missing Services
If you cannot find a specific service you are looking to ship with then please see the list of reasons below:
Missed cutoff for collection times
Missed cutoff for collection times
Depending on the collection time for your carrier, we will not show services if it does not meet the delivery promise. For example, if you are trying to ship past your cut off time for a Next Day Service, this service will not appear on the shipping screen.
Own account integration
Own account integration
Please ensure that you do have the service available in your carrier account, we will pull all services that are shown as available to use on your carrier account.
Appropriate dimensions and weights
Appropriate dimensions and weights
We will not show shipping service if the dimensions and weight exceed the service limit, for example, if your parcel is over 5kg we will not show the service where the weight has exceeded that.
Hidden services
Hidden services
Please check your hidden services in case a service has been hidden in error. Check out this guide to learn how.
Common Errors
Listed below are the common issues when orders are not shipping in Veeqo and how to resolve them:
Shipping Address Missing or incorrect format - Ensure that you add the shipping address to the order, you can do this by going into the order then select ‘Edit’. This will only work for unshipped orders.
Make sure that the correct country is used for the shipping address added to the order. For Example, for the channel islands you must add Guernsey and Jersey instead of the United Kingdom. However for shipments to Puerto Rico, please check the Country to ensure that it the Country listed in the order is United States.
Weight Missing - Ensure that you have added weight to the order, you can do this in the shipping screen or you can add weight to your products inside the inventory page, this will then carry the weight over automatically to the shipping page
Missing HS Code - If you are shipping an international order, you must add in a HS code. You can do this on the shipping screen or you can add HS codes to your products inside the inventory page. To find HS codes for your products, please click here
Missing Customer Email and Phone Number - Some carriers require you to add in the Customer Email and Phone Number information, you can do this by going into the order and then select ‘Edit’
Invalid Location - Ensure that your location address is correct before shipping orders, you can check your location details by following the steps below:
Go to Settings
Locations
Select the location which is allocated to the order
Press ‘Edit’
You will be able to double check your address here, please make sure all the required fields are filled in
Save the changes
Shipment was not created. Invalid input.: Requested items can't fit into any existing package, and exceed unshipped item quantities.
This error usually means that the order has been shipped on the store's side, but the status has not yet updated in Veeqo. Check the order status on your store and if it is unshipped, please contact the support team.
Carrier Errors when Shipping
If you are having shipping errors from a certain carrier then please see list to the relevant guides below: