Troubleshooting

For general questions, we’d suggest FAQ.

Order and sync issues

I don’t see any orders in the app!
Make sure your Shopify store is connected and that the order is marked as Unfulfilled in Shopify. Packsmith only imports unfulfilled domestic orders. If you're still not seeing the order, check your Shopify integration settings or try refreshing the app.

My Shopify sync failed.
Check your internet connection and make sure your Shopify store is still authorized. You can re-try with the steps here.

My tracking number didn’t sync back to Shopify.
Packsmith will sync the tracking details to Shopify right after the label is purchased. If the label cannot be purchased, you’ll see a prompt in the app asking you to try again.

If you’re still not seeing the tracking number in Shopify, we’re sorry! It can be added manually through your Shopify dashboard:

Go to your Shopify dashboard.
Open the order in question.
Manually mark it as fulfilled and add in the tracking number.

Label and shipping issues

I can’t buy a label.
Check that your payment method is valid and up to date. You can update your card in the app or via the Shopify integration. See how billing works.

No carrier services are appearing ("no rates found").
Generally, you’ll only see this if you’ve entered invalid weight or dimensions. Double check these values as entered and try again. Alternately, if you bypass address validation and the address is still invalid, you may not be able to generate a label. Confirm the address with your customer or via a third party address validator and try again.

I’m getting an error about weight or dimensions.
Double-check that your item and box both have dimensions saved, or that correct dimensions have been added to the pack flow in the app. Add dimensions in the Packsmith Shopify app.

Device issues

My printer or scanner won’t connect.
Make sure your device is powered on and nearby. If it’s still not connecting:

Go to Settings then Devices
Tap the device, then Forget Device
Re-pair from the app

Learn more here.

I can’t switch printers or the label is printing to the wrong one.
If a Bluetooth printer is connected, Packsmith will use it by default. To switch to AirPrint, disconnect or forget the Bluetooth printer.

Fulfillment and post- print label issues

Nothing happens when I hit “Fulfill”.
Make sure all items have been swiped in the app. If you’re fulfilling a partial order, Packsmith will confirm before proceeding. If everything looks right but nothing happens, try restarting the app.

I packed the wrong item – can I undo it?
There’s no “undo” for shipped items. If you've already fulfilled the order, it will be marked as fulfilled in Shopify. If it hasn’t been handed off to the carrier, you may contact us to have the label cancelled. Then, you’ll need to mark the order as unfulfilled in Shopify in order for it to show up in Packsmith for you to re-try.

Address and delivery issues

What do I do if the address fails validation?
You can update the address directly in Shopify, then refresh the orders in the app to ensure the change has been applied. If you’re not sure what’s wrong with the address (and our suggestion doesn’t seem right), try using a third party address validation service to check it, or reach out to your customer directly.

My package was returned to me
If a package is undeliverable, the carrier will return it to your return Learn more about adjustments here.

Billing and charges

I'm seeing two charges for the same tracking number.
That’s likely due to a carrier adjustment (e.g. the package was heavier or larger than expected) or a return-to-sender fee. More on this here.

Still stuck?

If you're still having trouble, contact us here and we’ll be happy to help. Include as much context as possible (order number, screenshots, error messages) to speed things up.