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Troubleshooting Advanced Shipment Details

Resolve missing order issues in Advanced Shipment Details for accurate order tracking

Table of Contents


If orders are missing from Advanced Shipment Details or shipment data is incomplete, use the troubleshooting steps and diagnostic messages below to identify the cause.

Common issues include orders placed before Advanced Shipment Details was enabled, configuration problems like duplicate carrier titles, and checkout errors that prevented data from being captured.

Example of error message in shipping insights if order cannot be found.


Troubleshooting Steps

Follow these steps to troubleshoot Advanced Shipment Details:

  1. Log in to your ShipperHQ account.
  2. Navigate to My Account > My Profile.
  3. Click on the Security tab.
  4. Review and verify the date the Advanced Shipment Details feature was enabled under the Access and Permissions section.

Example to troubleshoot if Shipping Insights is enabled under Access and Permissions section in Security panel under My Account.

Common Issues

Here are a few reasons why an order might not be found in Advanced Shipment Details:

Scenario 1 - Order Placed Before Accepting Advanced Shipment Details Agreement

If the order was placed before Advanced Shipment Details was enabled in ShipperHQ, we're unable to capture the order information. We can only capture order data after the feature is enabled.

Scenario 2 - Duplicate Carrier Titles

  • Ensure each carrier has a unique "Carrier Title in Checkout"/"Carrier Title Internal" if you have multiple carriers.
  • If all Carrier Titles are unique and the order is still missing, there may have been a problem during data capture. Please contact our support team for assistance and provide a screenshot of the agreement date.

Scenario 3 - Order Placed on a Different Store Website

Verify that you are using the correct website to look up the order, especially if you have multiple websites connected. Ensure the website matches where the order was placed.

Scenario 4 - Order Placed Has the Same Order Number as Another Store Website

This can happen if one website uses an incorrect API key and shares order numbers with another store. Please contact our support team for further assistance.

 

Diagnostic Messages

If an order is present but shipment data is missing or incomplete, the diagnostic messages panel on the order detail page can help you identify what went wrong during checkout.

Diagnostic messages are logged during the checkout session and stored on the order. They appear when ShipperHQ detects an issue that may have affected data capture.

To view diagnostic messages for an order:

  1. In your ShipperHQ dashboard, navigate to the order detail page in Advanced Shipment Details.
  2. Locate the Diagnostic Messages panel on the order detail page.
  3. Review the messages to identify issues that occurred during the checkout session.

Warnings

Warnings indicate conditions that may have affected which rates were used at checkout but did not necessarily prevent order data from being captured.

Code Description
warn.shopify.backup_rates Backup/fallback rates were used instead of live rates
warn.ec.feature_disabled Required Enhanced Checkout feature is disabled
warn.shopify.options_invalidated Shipping options were invalidated due to an address or cart change

Errors

Errors indicate failures during checkout that likely resulted in missing or incomplete shipment data.

Code Description
error.shopify.missing_metafield Required metafield not found on the order
error.shopify.metafield_write_error Error writing metafield (frontend)
error.shopify.api_error Shopify API returned an error
error.shopify.shipperws_request_error Error making request to ShipperHQ web service
error.shopify.rates_timeout Rate processing exceeded 10-second threshold
error.oms.quote_not_found Shipping quote could not be retrieved
error.oms.labelws_unreachable Label service is unreachable
error.oms.carrier_mismatch Carrier on the order does not match expected carrier
error.oms.method_mismatch Shipping method on the order does not match expected method
error.oms.internal_error Internal error with unknown cause
error.oms.metafield_write_error Error writing metafield (backend)
error.bc.api_error BigCommerce API returned an error

If the diagnostic messages don't resolve the issue, contact our support team and include a screenshot of the panel alongside your order details.