1. Go into the order you are struggling to despatch.

2. Is your order shipping to a destination requiring detailed item information? Please click into the item.

3. Please check you have weights and dimensions accurately declared.

4. If your order is shipping to a destination requiring customs information, please ensure a customs description, valid HS code and country of origin (in ISO code format) have been entered into the item details.

5. If your item does not contain weights and dimensions, please utilise packaging types to select the accurate weight and dimensions for the parcel to ensure the information is sent to the carrier.

6. Please check the address details. Is the address valid, stripped of special characters, and address lines do not exceed 30 characters each? Some carriers require valid contact details, so a phone number and email should be supplied. If your customer has not provided one, we would advise using your own details, so any correspondence from the carrier can be received and passed to the customer if necessary. This is especially important for customs communication for international orders.

7. Please ensure a valid service is selected. Does the service and SLA suit the parcel attributes and destination? Out of area parcels for example will be blocked with some carriers on a next day service. Parcels declared as oversized for the service selected may be blocked, and may incur surcharges if sent on the incorrect service.

Please refer to your carrier rate cards to understand the parameters and valid destinations for each service, as different networks have different policies and rules regarding service usage.

8. If you have checked all of the above and still receive an error, please make a note of the carrier response message and raise a ticket with our team, including in your description the checks done so far, the carrier response, and the channel Order ID/HECT order reference.