Troubleshooting Shipping Insights

Use this guide if you cannot find orders in Shipping Insights or received the following message: We can’t find this order…

Troubleshooting Steps

Use the following steps to troubleshoot Shipping Insights:
  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 Shipping Insights feature was enabled under the Access and Permissions section.


Here are a few reasons why an order is not found in Shipping Insights:

Scenario 1 – Order placed before accepting Shipping Insights agreement

The order was placed before Shipping Insights was enabled in ShipperHQ. We can only capture order information after the feature is enabled, so orders placed before this enabling Shipping Insights are not captured.

Scenario 2 – Order placed after accepting Shipping Insights agreement

Something went wrong during capture – the cause for this is unknown and ShipperHQ needs to conduct further investigation. Please contact our support team for further assistance and provide a screenshot of the agreement date shown in the example above.

Scenario 3 – Order placed on a different store website (if multiple websites are connected) 

The order was placed on a different website (if you have multiple websites connected). Please verify the website used to look up the order is correct.

Scenario 4 – Order placed has the same order number as another store website (using incorrect keys)

The order placed on one website contains the same order number as one of your other store websites. This indicates one of your websites is using an incorrect API key. Please contact our support team for further assistance.

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