CardNexus label troubleshooting

Most label hiccups have a quick fix. Find your situation below.

"Add your ship-from address to continue."

You haven't saved a sender address yet. Enter your name and address in the window that opens, or in Settings → Selling → Shipping, tab Sender address, then generate the label again.

"No carrier available"

The line under this title tells you why:

• "No carrier fits this parcel's weight and value. If that looks wrong, reach out to support." The order is too heavy or too valuable for the services offered. Contact support from the order

• "We couldn't load carriers right now. Please try again in a moment." Close the window and try again a minute later

• "We couldn't find a carrier for this parcel. Reach out to support and we'll help." Contact support from the order

"That carrier is no longer available. Please pick another."

The list changed while the window was open. Choose another carrier and click Generate label again.

The buyer's address can't be used

Two messages mean the delivery address needs fixing: "The buyer's delivery address is incomplete, so we can't create a label." and, for some countries, a message saying the address needs a state or province code. In both cases, contact support: we sort it out with the buyer.

"Your business profile has no VAT number…"

This parcel needs a customs declaration, and a business seller needs a VAT number to make one. Add it on the web in Settings → Selling → Pro seller, then generate the label again.

"Couldn't activate CardNexus Shield"

The label wasn't created. Try again, or untick Shield to ship without insurance.

I picked the wrong carrier

A label can't be changed or replaced once it is created, by you or by support. Ship the parcel with the carrier printed on the label.

The label printed badly

Open the order, click View shipping label and print it again at 100% scale. Printing the same label twice is fine: it keeps the same tracking number.

My order still says Awaiting shipment

That's expected until the carrier scans the parcel for the first time: only that scan moves the order to Shipped.

If you have dropped the parcel off, the shipping deadline is close and there is still no scan, contact support before the deadline. We can mark the order as shipped with your label's tracking number.

💡 Tip: Keep your drop-off receipt until the order shows Shipped.

The buyer asked to cancel

You have 48 hours. If you ship the order with its CardNexus label in that time, the carrier's first scan moves it to Shipped and voids the cancellation request. Otherwise, approve the cancellation.

The order was cancelled after I created the label

The label is cancelled with the order. Don't post a parcel with it.

The deadline passed before the first scan

You have 5 business days to ship, and on the 6th an order that still isn't shipped is cancelled automatically. The buyer is refunded in full, shipping included, and the label is cancelled. See When You Receive an Order for what an automatic cancellation means for your account.

Good to know

• CardNexus labels are for the orders you send. A return is shipped by the buyer with their own tracked postage (see Returns)

• For the full walkthrough, see Shipping an order with a CardNexus label