There was an error creating a label, and you're seeing this message pop up? We've been through this before and worked hard to get to the bottom of it.

The scenario here is the following: the root cause of this issue lies within the customer address that likely contains invalid characters. E.g., "Ste. Justine de Newton," instead of "Ste. Justine de Newton".

Whenever you stumble upon an issue like this, try updating the address and recreating a label. It should be working perfectly now.

You're welcome! 🙌🏻

When copying and pasting the API key, additional whitespace or something similar gets added to the API key.

This contributes to receiving the "Error undefined" message. If this happens, make sure to check your API key or contact us through support so we can check it out.

There is an error with ShipStation, which sometimes appears as "Invalid Customer Reference 1".

In this case, this issue means that the weight limit for the carrier rate you have set has been exceeded for the shipment in question.

Please take a look at this article if you're having this error when generating labels via ShipStation. The solutions are down below:

1. Your stamps password was changed and needs to be updated in ShipStation

You will need to update your password in ShipStation. You will go to Settings>Shipping> Carriers & Fulfillment> Stamps account> settings, click reauthorize, enter your new password in both fields, and hit save.

2. Billing information has been changed with Stamps.com

In this scenario, you will follow the same steps as scenario 1 but with one difference. Once you click reauthorize, if you did not change your password, you will enter your current Stamps.com password in both fields.

Please check both; you should be able to generate a label successfully once applied.

ShipStation does not display labels being created for all carriers.

In some cases, they might forward the request for a label to your carrier account and present us with the label. This is purely a choice from the SS side and nothing we can influence.

Think of the ShipStation API from our point of view as simple as: "Hey ShipStation, please create a label for us with these specifications (weight, dimensions) and our user's (You) carrier contract (Your Carrier) and rate (Your Rate)". We then receive the label from ShipStation; everything else is handled on the ShipStation side in cooperation with your carrier contract.

If ShipStation displays labels for the specific carrier in the ShipStation dashboard (e.g., for the Stamps.com USPS account), they usually appear as "apiLabel".

No worries, we dug a bit and found a solution to this one! 🕵🏻

This appears to be a common issue for ShipStation, so worry not because you are not alone in this. The solution? You should contact the ShipStation support from your account. They will go ahead and reset your account internally, and the account should be working fine after this procedure is undergone.

We've got your back again. ❤️

First: if you have created return labels with Rich Returns successfully before and it suddenly stopped working, then the chances are that the error is inside the ShipStation account or associated carrier accounts rather than with Rich Returns, based on what we have observed from merchants in the past.

You may or may not have received this message for a specific return.

When you do, fret not, we are here to explain it in more detail. This message appears because the carrier you are using has updated its terms and conditions. Seeing as ShipStation is not able to accept those terms on your behalf, this is something that can only be done on your end.

To solve this error, log in to ShipStation with your credentials, and a pop-up should appear. When the Terms and Conditions are accepted, the error will be eliminated.

Who would've guessed T&C would be causing such a headache, right?

This is likely caused by not having a Manual-Store set up on your ShipStation account.

Key Ideas:

Invalid SOAP message due to XML Schema validation failure: This error occurs when the customer's address contains invalid characters. Update the address and recreate the label.

Error undefined: This can happen if extra whitespace is added when copying and pasting the API key. Double-check the API key or contact support.

Invalid Customer Reference 1: This indicates that the weight limit for the selected carrier rate in ShipStation has been exceeded.

Stamps.com: Authentication failed Error? Solutions include updating the Stamps.com password in ShipStation (Settings > Shipping > Carriers & Fulfillment > Stamps account > settings, click reauthorize, enter new password) or re-entering the current password if billing information was changed.

I see the label in Rich Returns but not in the ShipStation dashboard: ShipStation doesn't display labels for all carriers. They might forward the request to your carrier and provide the label.

The UserId is currently locked out; please try again in 30 minutes: Contact ShipStation support to reset your account.

No label is created (ShipStation): Ensure API keys from your ShipStation account are correctly added in Rich Returns (Configuration >> Returns >> Return Methods >> Configure). Verify the API keys are valid and not disabled in ShipStation. For prepaid accounts (e.g., Stamps.com), check for sufficient balance and that your ShipStation plan covers the number of labels. Ensure the Stamps.com account is available and the issue isn't directly with Stamps.com.

ShipStation error: please accept the updated Terms and Conditions: Log in to ShipStation and accept the updated terms and conditions.

Object reference not set to an instance of an object: This is likely due to not having a Manual-Store set up on your ShipStation account. Add a manual store following the ShipStation guide and then try re-issuing the label from the Rich Returns dashboard.