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Troubleshooting Advanced Shipment Details

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

Overview

Having trouble finding orders in Advanced Shipment Details or seeing an error message like "We can't find this order..."? This guide is here to help. We'll walk you through troubleshooting steps and common scenarios that might explain why orders aren't appearing as expected.

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

Table of Contents

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.

Solutions

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.