Troubleshooting

This guide helps you resolve common issues with the Smart Send Shopify integration.

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Connection issues

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App won’t connect to Smart Send

Symptoms:

• Connection fails when entering API token
• “Invalid credentials” error message

Solutions:

1. Verify your API token - Check that you’re using the correct token from your Smart Send account
2. Check token permissions - Ensure the token has the necessary permissions
3. Try creating a new token - Generate a fresh API token in your Smart Send settings
4. Check account status - Verify your Smart Send account is active

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New account creation fails

Symptoms:

• “Failed to create account” error
• Account creation process hangs

Solutions:

1. Check email format - Ensure you’re using a valid email address
2. Use strong password - Password must meet security requirements
3. Try different email - The email might already be registered
4. Check internet connection - Ensure stable connection during setup

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Pickup points issues

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”Failed to create carrier service” error

Symptoms:

• Error when trying to enable pickup points
• Carrier service creation fails

Solutions:

1. Check your Shopify plan - You need Advanced plan or higher
2. Verify Carrier Service access - Contact Shopify support if you have Advanced+ plan
3. Try disabling and re-enabling - Sometimes a refresh helps
4. Check app permissions - Ensure the app has necessary permissions

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Pickup points not showing during checkout

Symptoms:

• Customers don’t see pickup point options
• Pickup points section is missing

Solutions:

1. Check shipping zone configuration - Ensure pickup points are enabled for the correct zones
2. Verify shipping rates - Pickup points need specific shipping rate configuration
3. Test with different addresses - Some areas might not have pickup points available
4. Check carrier coverage - Verify the carrier has pickup points in the customer’s area

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Shipping label issues

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Can’t create shipping labels

Symptoms:

• “Print shipping label” option is missing
• Label creation fails with error

Solutions:

1. Check shipping method configuration - Ensure rates are properly linked to Smart Send methods
2. Verify carrier connection - Make sure your carrier is connected in Smart Send
3. Check order details - Ensure shipping address is complete and valid
4. Review fulfillment status - Check if items are properly fulfilled

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Labels print incorrectly

Symptoms:

• Labels are cut off or misformatted
• Print quality is poor

Solutions:

1. Check label size - Ensure you’re using the correct label dimensions (usually 4x6 inches)
2. Update printer drivers - Make sure your printer drivers are up to date
3. Check print settings - Verify scaling and orientation settings
4. Try different browser - Some browsers handle printing differently

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Tracking issues

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Customers not receiving tracking emails

Symptoms:

• No tracking notifications sent
• Customers report missing tracking information

Solutions:

1. Check email settings - Ensure customer email addresses are valid
2. Verify notification settings - Confirm “Order shipped” notifications are enabled in Shopify
3. Check spam folders - Tracking emails might be filtered
4. Review email templates - Ensure tracking information is included in the template

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Tracking numbers not updating

Symptoms:

• Tracking shows “Label created” but no updates
• Status doesn’t change after pickup

Solutions:

1. Check carrier connection - Verify the carrier is properly connected
2. Wait for carrier pickup - Tracking updates only after the carrier scans the package
3. Contact carrier support - Some packages might have tracking issues
4. Check Smart Send dashboard - Verify tracking is working in your Smart Send account

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General troubleshooting

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App appears broken or unresponsive

Solutions:

1. Refresh the page - Simple page refresh often resolves display issues
2. Clear browser cache - Clear cookies and cache for your Shopify admin
3. Try different browser - Test with Chrome, Firefox, or Safari
4. Disable browser extensions - Some extensions can interfere with app functionality

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Performance issues

Symptoms:

• App loads slowly
• Actions take a long time to complete

Solutions:

1. Check internet connection - Ensure stable, fast connection
2. Close other browser tabs - Free up system resources
3. Restart browser - Clear memory and refresh browser state
4. Check Shopify status - Verify Shopify services are running normally

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Getting help

If you continue to experience issues:

1. Check our status page - Verify Smart Send services are operational
2. Contact support - Reach out to our support team with specific error details
3. Include error screenshots - Visual information helps diagnose issues faster
4. Provide order details - Include order numbers and specific steps that led to the error