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Australia Post Lost, Returned, or Refunded Shipments – Shopify Australia Post Shipping App with Rates, Labels & Tracking FAQs

    Manage lost, returned, or refunded orders efficiently in Shopify

Questions in this section:

Can I cancel a shipping label generated through my MyPost Business account with Australia Post?

Australia Post does not support label cancellation for MyPost Business accounts. If you need to void a label, you can request a refund directly through the Australia Post portal by logging in, navigating to Transactions, clicking “View” next to the Tracking Number, and then selecting “Refund”.

Can I generate A6 CN22 labels for international shipments using Australia Post MyPost Business (MPB) in the PluginHive app?

No, Australia Post currently provides A6 label format for international shipments only for eParcel accounts, not for MyPost Business (MPB) accounts. For MPB international shipments, only A4 label format is offered. This is a limitation set by Australia Post. If Australia Post introduces A6 international label support for MPB accounts in the future, PluginHive would update the app to support it and remove any misleading A6 format options for international shipments in future updates.

Can I process return shipments using the PluginHive app with Australia Post (Au Post)?

Australia Post MyPost Business integration does not support return shipments through their API. Therefore, it is not possible to process return shipments using the PluginHive app with Australia Post. To handle returns, you will need to contact the Australia Post team directly and manage the process manually outside of the app. Alternately, if you possess a Australia Post eParcel Account, you will be able to create a return label for the orders with the app.

Can I receive a refund for the Australia Post Rates & Labels app if I was charged but did not use the service?

Yes, as part of PluginHive's 30-day refund policy, refunds can be processed for charges made within the last 30 days if the service was not used. After uninstalling the app, you can request a refund for recent charges. If approved, the refund will be processed, and you will not incur future charges as long as the app remains uninstalled.

Can I set a default Signature on Delivery option for Australia Post shipments in the PluginHive app?

Yes, you can set "Is Delivery Signature Needed" as REQUIRED in the App Settings to enable default Signature on Delivery option for your Australia Post shipments. You can also consider enabling this option during each shipment creation with the app. For more information, contact PluginHive support.

Can I use both my own packaging and Australia Post flat-rate satchels or boxes with the Shopify Australia Post app?

Yes, the PluginHive Shopify Australia Post Rates & Labels app supports both your own custom packaging and Australia Post flat-rate satchels or boxes. You can set up your preferred packaging options within the app, and it will automatically select the most suitable packaging based on the volume and weight of the order during shipment processing.

Can the PluginHive Australia Post Rates and Labels app sync Shopify orders to the Australia Post portal while allowing someone without Shopify access to handle shipping?

The Australia Post Rates and Labels app connects your Australia Post account to your Shopify store and enables you to process shipping labels from within Shopify. However, it does not sync orders directly to the Australia Post portal. All label generation and order processing occur within Shopify, so individuals without Shopify store access would not be able to process shipments using the Australia Post portal via this app.

Do I have to request an Australia Post pickup, or can I take orders with generated labels directly to my local Australia Post?

Once you have generated and printed the shipping labels using the Australia Post Rates and Labels app, you can either drop the orders at your nearest Australia Post office or manually contact Australia Post to request a pickup. If you have only a few orders, it is perfectly fine to take them directly to your local Australia Post office for shipping.

Does PluginHive support integration with the legacy Australia Post eParcel system, and does it offer the same functionality as Parcel Send?

PluginHive supports integration with the eParcel account, which is a contract-based shipping service for businesses sending high volumes of parcels. However, PluginHive does not support Parcel Send, which is a separate Australia Post platform designed for managing bulk shipments. If your business uses eParcel, you can integrate this account with PluginHive and access its functionalities within the app.

Does refunding or editing an order by removing or adding products cause loading issues in PluginHive?

Yes, if you try processing a order which has been refunded in Shopify, then you can experience blank screen case with the app. If you simply, remove some products and/or add new products to the order, you should not be facing the same issue until unless the newly added product is a Custom Product.

Does the Australia Post app support adding an IOSS number to the shipping label for EU orders when shipping internationally?

The Australia Post app supports international shipments; however, it does not support adding an IOSS number to the label for EU orders. You can reach out to support in case of any further queries.

Does the PluginHive Australia Post Rates & Labels app support generating return shipping labels?

Yes, the PluginHive Australia Post Rates & Labels app allows you to generate return labels when using an Australia Post eParcel or StarTrack account. This feature is not available for Australia Post MyPost Business accounts. To generate a return shipping label: 1. Go to Shopify Admin → Orders. 2. Open the fulfilled order for which you want to create a return. 3. Click More actions → AU Post Return Label. 4. Select the products or quantities being returned. 5. Print the return label.

How can I cancel a label when there is no cancel label tab available for my Australia Post MyPost Business account?

Australia Post does not support label cancellation for MyPost Business accounts. Instead, you can request a refund for the order directly through the Australia Post website. You can Login to your Australia Post MyPost Business Account and navigate to Transactions page and locate the order, view and request a Refund. This is the recommended process when cancellation functionality is not available.

How can I cancel a shipping label and get a refund to my Australia Post business account if the option is not available in the PluginHive app?

Australia Post does not support label cancellation for MyPost Business accounts directly through the PluginHive app. To request a refund for a label generated by the app: 1. Log in to the Australia Post portal using your MyPost Business credentials. 2. Go to the "Tracking" section. 3. Locate the relevant tracking number and click on "View" next to it. 4. Click on the "Refund" option. This process will submit your refund request for the unused shipping label.

How can I cancel a shipping label that I created using my MyPost Business account?

Label cancellation is not supported within the PluginHive app for Australia Post's MyPost Business accounts. To request a refund for labels generated, log in to the Australia Post website using your MyPost Business account details and submit a refund request there. All activities related to label cancellation and refunds must be handled directly on the Australia Post portal for this account type.

How can I cancel an Australia Post shipping label created using a MyPost Business account?

Australia Post does not support direct cancellation of shipping labels for MyPost Business accounts. Instead, to address an unwanted label, you can request a refund through the Australia Post portal by following these steps: 1. Log in to your MyPost Business account on the Australia Post portal. 2. Navigate to the Transactions section. 3. Next to the relevant tracking number, click on the “View” option. 4. Locate the refund option and proceed with submitting your request. If the refund option is not visible, you will need to contact the Australia Post support team directly for assistance with obtaining a refund for the label.

How can I cancel or void Australia Post MyPost Business shipping labels created for test orders in PluginHive?

Australia Post does not support direct cancellation or voiding of labels for MyPost Business shipments through PluginHive. Instead, if you have created labels for test orders that you no longer need, request a refund for those shipping labels from the Australia Post portal by following these steps: 1. Log in to your Australia Post portal using your MyPost Business account credentials. 2. Navigate to the "Tracking" section on the left side of the portal. 3. Locate the tracking number for each order whose label you want to refund. 4. Click on "View" next to the relevant tracking number. 5. Select "Request for Refund" to submit your refund request for the unused label. If you have difficulties with the refund process, contact the Australia Post support team for further assistance.

How can I cancel the shipping fee for an Australia Post label generated with a MyPost Business account, after the customer decided to pick up their order instead?

Australia Post does not support direct label cancellation for MyPost Business accounts. However, you can request a refund for the shipping label by following these steps: 1. Log in to your Australia Post portal using your MyPost Business account credentials. 2. Go to the "Tracking" section in the portal. 3. Locate the respective tracking number associated with the order. 4. Next to the tracking number, click on "View". 5. Select "Ask a Refund" to submit your refund request for the label. This process allows you to recover the shipping fee if the customer chooses to pick up the order instead.

How can I change the bank account details for postage payment deductions in the PluginHive Australia Post Rates and Labels app?

The PluginHive Australia Post Rates and Labels app automates your shipping process, but postage payments and bank account details used for postal expense deductions are managed directly by Australia Post. To update your bank account information for postage fees, you need to do so through your MyPost Business account dashboard or by contacting Australia Post support. The app itself does not provide an option to update payment or bank account details for Australia Post charges.

How can I check the amount that was refunded to me for a Shopify app subscription?

You can verify the refunded amount by reviewing your transaction details or you can Check Refund Status in Your Shopify Admin: Go to Settings > Billing > Scroll to Billings History or Invoices and check for a "Refund". If you are unsure of your refund amount, you may request this information from Shopify support.

How can I ensure that Australia Post Business account shipments are processed using my pre-purchased satchels rather than calculated only by weight?

To ensure your Australia Post shipments are processed using your business account's pre-purchased satchels, follow these steps: 1. Navigate to the app's Settings and go to the Packaging section. 2. Click on Edit and select the Box Packing method. 3. Keep only the satchel types you are using and disable or remove other packaging types. 4. Save your changes. 5. Move to the Products section in the app, click on Export, and add correct dimensions for all products processed through Australia Post. 6. Save the updated file and import it back into the app. Alternatively, before generating a shipping label, you can review the packaging assigned to each order. In Shopify, do this by clicking on the order number, selecting More Actions, then Au Post Generate Label, to confirm correct packaging is applied.

How can I expedite resolution when multiple international shipments are returned due to label scanning issues at Australia Post?

To expedite the investigation and resolution process: 1. Gather and provide your shipping label provider with a list of all international order numbers where label scanning failed and shipments were returned. 2. Share as much detail as possible about the incidents, including post office staff feedback. 3. This comprehensive information will help the shipping label provider work closely with Australia Post to diagnose the root cause and provide a solution more efficiently.

How can I find out the postage costs for international shipments and the maximum weight included in those rates?

Postage costs for international shipments depend on the destination zone. You should check with Australia Post to determine which zone you belong to. Once you know your zone, you can refer to the MyPost Business Postage Pricing for international shipments, which provides detailed costs and weight limits for each zone. Visit the Australia Post website or contact their customer service for the latest pricing details.

How can I generate manifests within the PluginHive app for orders with Australia Post eParcel to avoid missing manifest fees?

To generate manifests for label-generated orders within the PluginHive app and ensure compliance with Australia Post eParcel requirements, follow these steps: 1. Open the app in your Shopify store. 2. Navigate to the Shipping section. 3. You will see a "pending manifest" status on the available orders for which the label is generated but manifest is pending. 4. Select the required Orders and Click on the “Generate Manifests” option. 5. This will create the required manifests for your selected orders, ensuring all shipments are accurately reported to Australia Post. By generating manifests within the app for your label-generated orders, you can avoid missing manifest fees and ensure your parcels are properly documented according to Australia Post guidelines.

How can I generate my Australia Post eParcel API credentials to integrate with the PluginHive app?

To generate and obtain your Australia Post eParcel API credentials: 1. Contact the Australia Post support team directly and request the required API account details for your eParcel account. 2. Australia Post will provide you with the necessary credentials for API integration. 3. Once you have these details, add them into the PluginHive app under App Settings > Account Settings. 4. For further guidance, refer to this instructional YouTube video: https://youtu.be/akab56AuY44?si=3fegOZAuuFTfhVqT This process will enable you to generate live labels and use all integration features successfully.

How can I get an Australia Post label refunded for an order I want to cancel?

If you are using the PluginHive app with your Aus Post MyPost Business Account, label cancellation directly within the app is not possible because this functionality is not supported by the Aus Post MyPost Business API. To request a refund for a generated label, log in to your MyPost Business dashboard at auspost.com, navigate to the Transactions page, and raise a refund request for the specific label there.

How can I request a refund for a shipping label created through PluginHive?

To request a refund for a shipping label, log in to the Australia Post website using your MyPost Business account credentials. Once logged in, navigate to the Tracking section. Next to the relevant tracking number, click on "View," then select "Request a Refund." This process allows you to initiate a refund request for your shipping label directly through your MyPost Business dashboard.

How can I request a refund for a shipping label generated through the PluginHive app?

To request a refund for a shipping label generated via PluginHive’s app: 1. Log in to your MyPost Business (MPB) dashboard associated with your Australia Post account. 2. Locate the tracking number of the order for which you need a refund. 3. Use the refund option provided in the MPB dashboard to submit your request.Refunds are processed directly through the MPB portal, not through the PluginHive app. Always check the MPB policies for eligibility and timelines for label refunds.

How can I request a refund from AusPost for shipping labels generated in error?

You can request a refund for the shipping labels directly via auspost.com.au by following these steps: 1. Log in to your MyPost Business Account on the Australia Post website. 2. Navigate to the Transactions page. 3. Locate the transaction/label you wish to refund and follow the on-screen instructions to submit a refund request. If you require the order to be cleared in PluginHive for re-labeling, notify the PluginHive support team after submitting your refund request.

How can I stay updated about Australia Post API system updates and scheduled maintenance?

To receive system update notifications and stay informed about scheduled API maintenance, regularly visit the Australia Post Developer Centre status page: https://status.developers.auspost.com.au/.

How do I cancel a label that has been generated with Australia Post MyPost Business account?

Once a label is generated for an order with an Australia Post MyPost Business account, it cannot be canceled, as Australia Post does not support label cancellation for these accounts. However, you can request a refund for the order by following these steps: 1. Navigate to the Australia Post Portal and log in using your MyPost Business account details. 2. Go to the "Tracking" section. 3. Select the relevant order and click on "View." 4. Click on "Request Refund" to initiate the refund process for the generated label.

How do I cancel a shipping label in PluginHive when using an Australia Post MyPost Business account?

Australia Post does not support label cancellation for MyPost Business accounts through the PluginHive app. If you need to cancel a label, you can request a refund for the generated label directly from the Australia Post portal. Please log in to your Australia Post MyPost Business account on their official portal and follow their process for requesting label refunds.

How do I cancel shipping labels I have generated for test orders using Australia Post MyPost Business?

Australia Post does not support direct cancellation of shipping labels for MyPost Business accounts. To address this, you can request a refund for the labels through the Australia Post portal. If you need further assistance, you can contact PluginHive support.

How do I request a refund for a shipping label generated through the PluginHive app for Australia Post?

To request a refund for an Australia Post label generated via the PluginHive app, follow these steps: 1->Log in to your MyPost Business portal. 2->Locate the label you want to refund and submit a refund request directly through the portal. 3->Once the request is submitted, email the order number(s) to [email protected]. 4->The PluginHive support team will then clear the label from the app, allowing you to generate a new one for the same order if needed.

How do I request a refund for shipping that I have paid for but am unable to use due to an error?

To request a refund for the shipping label you generated, follow these steps: 1. Go to the Australia Post Portal. 2. Log in using your MyPost Business account details. 3. Navigate to the "Tracking" section. 4. Select the relevant order. 5. Click on "View." 6. Choose the "Request Refund" option to initiate your refund request.

How long does it take for a refund to be processed and reflected after uninstalling the app?

Once a refund for the PluginHive app is processed, the refunded amount should be reflected in your account within the next 48 hours. If the refund is still not received, you can Check Refund Status in Your Shopify Admin: Go to Settings > Billing > Scroll to Billings History or Invoices and check for a "Refund". Shopify typically also sends a notification email when a refund is issued.

How long does it take for PluginHive to clear refunded orders from the app so I can generate new shipping labels?

Clearing the orders from the app generally takes a few hours. If you need to process shipments urgently in the meantime, you can generate the labels directly through the Australia Post portal as a temporary solution.

How long does it take to receive a refund after uninstalling a Shopify app?

The refund process depends on Shopify transferring the subscription amount to PluginHive after the app is uninstalled. This can take some time, and PluginHive will refund the amount promptly once it is received. You will receive a notification once the refund has been processed.

If a shipping label is refunded or the associated Shopify order is returned, does the Australia Post shipping process continue, and does Australia Post receive a notification of the cancellation or return?

If you have already requested a refund for the generated shipping label, that label becomes invalid, and the shipping/delivery process for that label is discontinued. Regarding notifications: refunding a Shopify order does not automatically notify Australia Post that the shipment has been cancelled or returned. You must ensure that unused labels are cancelled and refunded through Australia Post as per their process.

If I delete the existing Australia Post (eParcel) account and add a new one, will all my product, box, and packaging settings remain intact?

No, once you delete the current account, all app-related settings—including box packaging, product details, and measurements—will be reverted to default. Any labels generated and manifested orders will also be removed. Ensure you take screenshots or videos of your current settings and back up all processed orders before deleting the account so that you can restore your configurations afterward.

If I have been sending small and medium satchels to New Zealand manually via the Australia Post website, why can’t the PluginHive app do the same?

When using the Australia Post website directly, you may have the flexibility to select small or medium satchels for international shipments. However, the Australia Post API—used by the PluginHive app—does not support the selection of these satchels for international destinations. This limitation comes directly from Australia Post’s API, and any app relying on this integration will reflect the same restrictions. If you need official confirmation or have concerns about this restriction, it is recommended to consult Australia Post support for clarification.

We received unmanifested consignment penalties for orders where PluginHive generated the labels, but consignments did not cross from Shopify to Australia Post’s Parcel Send. Could this be a glitch in the app, and how can we resolve this?

If orders shipped from PluginHive have a Manifest status of "Pending," it means a manifest was not generated, and as a result, there is no Manifest ID created or passed to the Australia Post Parcel Send portal. To resolve this, generate the manifest for those orders within the PluginHive app. Once the manifest is generated, the required details will be passed to Parcel Send, ensuring compliance with Australia Post requirements and preventing unmanifested consignment penalties. Always verify that manifests are generated for each shipment before dispatching parcels to avoid such penalties. To do so, navigate to the PluginHive AuPost app > Shipping > Label Generated > Select the orders and Generate Manifest.

What could cause Australia Post shipping labels to not display details when scanned, leading to international package returns?

If the HS Tariff number for the products is not included on the shipping label for international shipments, Australia Post may treat the label as incomplete, resulting in the package being returned. Ensure HS Tariff numbers are always added in Shopify products so that they are included on your labels for international orders. If issues persist even after including HS Tariff numbers, further investigation with Australia Post may be required.

What does the error "400–the input request contains an incorrect or missing mandatory attribute" mean when trying to create a shipping label for a large international order with Australia Post eParcel?

This error occurs because Australia Post only supports up to 20 product quantities per package for international shipments. Additionally, the PluginHive app does not support creating multiple packages for international shipments. To resolve this, you will need to process this particular order outside of the PluginHive app, ensuring that each international package does not exceed the 20 item limit in the future

What happens if a customer has already placed an order and selected the large international shipping option, but I do not want to use that service due to my items being small?

If an order has already been placed with the "International Parcels – Standard Large" service, and you do not wish to use this service, you can request a refund for the already generated label through the Australia Post portal. After the label is refunded, let PluginHive support know so they can clear the affected order from the app. You can then generate a new label using the correct shipping service.

What is the difference between "International Parcels – Economy Air" and "International Parcels – Standard" services from Australia Post?

"International Parcels – Economy Air" and "International Parcels – Standard" are two distinct shipping services offered by Australia Post. The differences between these services typically include factors such as: – Delivery speed: Standard services usually offer faster delivery compared to Economy Air. – Tracking and included features: Standard may provide additional tracking or security benefits. – Eligibility: Service availability may depend on the destination country and package size. For detailed comparisons and service inclusions, refer to Australia Post’s official website or contact Australia Post directly.

What is the unique need that APGL addresses?

APGL (Australia Post Global Logistics) addresses the unique requirement for international commercial shipments by enabling clients to send parcels quickly, securely, and affordably to key international destinations, specifically the US, New Zealand, Canada, and the UK. The service also supports cross-border sales growth and provides Delivered Duty Paid (DDP) as an additional option, allowing for seamless international shipping with customs duties and taxes paid by the sender.

What is your refund policy if I uninstall the app after being charged?

PluginHive offers a 30-day refund policy. If you uninstall the app and request a refund within 30 days of the most recent charge, a refund for that transaction can be processed. After confirming the payment receipt, PluginHive will initiate a refund for the latest eligible transaction. If eligible, you will receive a confirmation once the refund is processed. Please contact PluginHive support for more clarification.

What shipping services does Australia Post currently offer for shipments from Australia to Canada?

As of the latest update, all Australia Post shipping services to Canada are temporarily suspended effective 27 November 2024 until further notice. You can confirm the current status and available services by visiting the official Australia Post international service updates page: https://auspost.com.au/disruptions-and-updates/international-service-updates. If service resumes or alternate providers are required, please refer to this page for the most up-to-date information.

What should be done if still rates are not provided for heavy Australia Post shipments after updating custom box settings?

If updating custom box parameters does not resolve the issue: 1. **Contact Australia Post Support**: Work with your dedicated account manager to confirm whether your account/API access permits quoting for parcels above the 22 kg limit. Provide test request and response data if necessary. 2. **Request API Details**: Clarify which Australia Post API endpoints the app is using and verify that these endpoints support heavy shipments. 3. **Share Documentation**: Share any successful rate-request examples (JSON or XML) from the Australia Post dashboard or website with PluginHive support. 4. **Escalate to PluginHive**: Inform PluginHive of your findings so they can communicate directly with Australia Post on your behalf, if necessary.

What should I do if an Australia Post shipment is reported lost and I have already resent the order to the customer at extra cost?

If your Australia Post shipment has been reported lost, you should: 1. Contact the Australia Post team directly to inquire about the lost parcel and discuss possible compensation or claim procedures. 2. Provide them with the order details and tracking number for faster resolution. 3. Keep records of your communication regarding the lost parcel and details of the resend for any claim of additional costs. This process will help ensure the situation is properly addressed and you can recover any eligible costs related to the lost shipment.

What should I do if I accidentally generated an Australia Post MyPost Business label and want to cancel or refund it, but there is no cancel option in the PluginHive Shipping area?

Australia Post does not support label cancellation for MyPost Business accounts through the PluginHive app. If you need to void or refund a label, you can request a refund directly on the Australia Post portal. To do this: 1. Log in to your Australia Post MyPost Business account online. 2. Locate the label or order you wish to refund. 3. Follow the portal’s instructions to submit a refund request for the label. At this time, cancellation and refunds for MyPost Business labels must be managed through the Australia Post website, not through the PluginHive app.

What should I do if I do not have a specific Australia Post account representative to help resolve shipment issues?

If you do not have a direct account representative at Australia Post, contact PluginHive support. They may be able to reach out to the Australia Post team on your behalf regarding the issue, provided they have the relevant order and label details.

What should I do if I need to ship a package to Brazil before the recipient tax ID feature is available in the PluginHive app?

For current shipments to Brazil, you can generate the shipping label through the Australia Post website, and manually write the recipient’s CPF/CNPJ number on the label. If you are unable to add the recipient's tax ID on auspost.com.au, contact Australia Post support for assistance to ensure your package meets Brazilian customs requirements. This will help prevent your package from being rejected by customs and returned. Once the enhancement to include the tax ID on labels is available in the PluginHive app, you will be able to use the app for such shipments directly.

What should I do if I receive the error "The shipment cannot be modified or included in a new order, as the shipment is contained in an order currently being finalized" when trying to generate a label?

This error occurs when the shipment is associated with an order still being processed or finalized in the Australia Post system. To resolve: 1. Contact the Australia Post support team and provide them with the shipment ID and order details. 2. Mention that the shipment cannot be modified due to its current status. 3. You may forward the XML files of the affected order (provided by PluginHive support) to Australia Post for further analysis. 4. Alternatively, you can add your Australia Post representative to your current support email thread so PluginHive and Australia Post can collaborate directly on resolving the issue.

What should I do if label generation for high-value shipments continues to fail even after following Australia Post requirements?

If label generation for shipments exceeding $500 in value continues to fail: 1. Ensure all required parameters—insurance enabled, “Signature on Delivery” selected, “Authority to Leave” and “safe_drop_enabled” set to false—are properly configured. 2. Confirm you are using the latest version of the PluginHive app with the relevant enhancement enabled. 3. If errors persist, reach out to PluginHive support with your order details so they can review your store’s settings and troubleshoot further. 4. As a further step, consult your Australia Post eParcel Account Manager to confirm your account’s eligibility and configuration for high-value parcel insurance.

What should I do if the refund option is not visible when trying to request a refund for an Australia Post label in the MyPost Business portal?

If you do not see the refund option after clicking the “View” button next to the tracking number in the Transactions section of your MyPost Business portal, contact the Australia Post support team directly for help with processing the refund for your shipping label. Please Note that if the labels have been scanned by Australia Post, you will not be able to request a refund for the label.

What steps should I take if my Australia Post label appears correct but shipments are still being returned and no details show up when scanning at the post office?

If your label appears correct but shipments are repeatedly returned with no details showing on scanning: 1. Confirm all required customs information, including HS Tariff numbers, is present. 2. Ask Australia Post if they can provide any specific reason for rejecting or returning the shipment. 3. Collect and share all affected international order numbers where similar issues occurred for a faster diagnosis and resolution. 4. If the issue remains unresolved, contact PluginHive support to review the issue and, where necessary, facilitate direct communication with Australia Post to investigate further.

When I select "Request Signature" for an order in Shopify, can the PluginHive Australia Post app automatically send this instruction to Australia Post so the signature is always required on delivery, rather than enabling "authority to leave" by default?

The PluginHive Australia Post app does not automatically transfer the "Request Signature" selection from Shopify to the Australia Post portal. Currently, only the tracking number of the processed order is sent to the Australia Post system; service options such as "Request Signature" or "Authority to Leave" are not automatically applied to the Australia Post portal based on your Shopify selections. You will need to manually update this preference within the Australia Post portal if you require signature on delivery for parcels.

Where can I find technical information and resources for integrating with the Australia Post Shipping and Tracking APIs?

Detailed technical information and integration resources for Australia Post Shipping and Tracking APIs are available at the Australia Post Developer Centre: https://developers.auspost.com.au/apis. In addition to the documentation, you can access materials such as integration guides, PDF forms, a Postman collection, and a list of potential error codes to assist with your integration process.

Where can I find the API details for my Australia Post eParcel account to use with PluginHive?

To obtain your Australia Post eParcel API details, you need to register for the Shipping API via the Australia Post Developer Centre. Here are the steps: 1. Go to the Australia Post Developer Centre and log in or register an account. 2. Follow the instructions provided in this guide: https://www.pluginhive.com/australia-post-account-and-api-credentials/ 3. Once registered, you can retrieve your API key and other required credentials for eParcel integration. Contact Australia Post support if you need any further assistance during this process.

Why am I getting the Australia Post Error “No network found for your selection from AU to MX for product_id I63” when trying to send an order?

This error occurs when Australia Post does not offer the shipping service you are attempting to use for the selected ShipFrom (Australia) and ShipTo (Mexico) addresses. To resolve this issue: 1. Visit the Australia Post website at https://auspost.com.au/service-updates/international-delivery-times. 2. Enter the origin and destination details to check which Australia Post international services are currently available for the destination country. 3. Choose an available shipping service as per the Australia Post recommendations for that destination. 4. Update your shipping settings in your store accordingly. If you continue to experience issues or need confirmation on available services, refer to the Australia Post website or reach out for further assistance.

Why am I getting the error "No network found for your selection from AU to CA for product_id I65" when trying to generate an Australia Post label for Canada?

The error occurs because Australia Post has temporarily suspended all shipments to Canada as of 27 November 2024. As a result, no shipping services are available between Australia and Canada, leading to the failure when attempting to generate a shipping label. You can verify the service suspension and get the latest updates on the Australia Post disruptions page: https://auspost.com.au/disruptions-and-updates/international-service-updates. For more details or updates regarding this suspension, please contact the Australia Post support team directly.

Why am I receiving the error message "The shipment [ID] cannot be modified or included in a new order, as the shipment is contained in an order currently being finalized." when trying to generate labels with Australia Post?

This error occurs when the shipment you are trying to modify or include in a new order is already part of an order that is currently being finalized in the Australia Post system. This can happen due to issues within the Australia Post backend and is not directly related to changes in your payment card. To resolve the issue, please contact the Australia Post team for clarification using any relevant order information. Sharing XML order details with them can help expedite the troubleshooting process. If needed, you can add your Australia Post contact to a support conversation so both PluginHive and Australia Post can collaborate to find a solution.

Why am I seeing the error “The shipment cannot be modified or included in a new order, as the shipment is contained in an order currently being finalized” when trying to generate Australia Post labels, even though there is no order or shipment clash?

This error typically indicates an issue with the Australia Post system, often on their end. In your case, the system may be experiencing a technical problem that prevents label generation, even if there are no visible order or shipment conflicts in your Shopify store. As a first step, contact the Australia Post My Post Business team to clarify the status of your account and shipments. You can also wait for the technical issue to be resolved automatically, as sometimes Australia Post resolves such errors on their backend. Once resolved, you should be able to generate labels without any issues.

Why am I unable to generate a shipping label for order 12770, and what does the error "The shipment cannot be modified or included in a new order, as the shipment is contained in an order currently being finalized" mean? Why the label fails with the error – "The shipment cannot be modified or included in a new order, as the shipment is contained in an order currently being finalized"?

The error indicates that the shipment for the order cannot be modified or processed because it is currently tied to an order that is being finalized within Australia Post's system. This issue is related to your Australia Post account, not the PluginHive app. To resolve this, contact the Australia Post support team for clarification and request their assistance in releasing or finalizing the shipment. You can also share the provided XMLs from your order with the Australia Post team to help them investigate further. If needed, you can add your Australia Post contact to your support thread so PluginHive can coordinate directly with them on your behalf.

Why are Australia Post return labels and QR codes generated via PluginHive not scanning at the post office, and what can be done to resolve the issue?

The return labels and QR codes for Australia Post shipments are generated directly by Australia Post, not by PluginHive. If these labels are not scanning at the post office, we recommend that you collect feedback from the Australia Post team on the reason and any updates required. Once you have this information, please share the details along with the affected order information with PluginHive support team at [email protected], and we will cross-check immediately and get back to you.

Why are our Australia Post shipping labels failing to generate with error code 44017?

The label generation is failing because the error message indicates: "The shipment cannot be modified or included in a new order, as the shipment is contained in an order currently being finalized." This means Australia Post is preventing label generation for shipments in orders that are still being processed or finalized on their end. To resolve this: 1. Contact the Australia Post support team and provide them with the error details and relevant order/shipment information. 2. Share the attached XML files of the affected order (as provided by PluginHive support) with Australia Post for deeper investigation. 3. Optionally, add your Australia Post representative to your support email thread so PluginHive and Australia Post can collaborate directly to resolve the issue. Taking these steps will help clarify the restriction and determine the necessary actions to generate your shipping labels successfully.

Why are shipping labels not generating in my PluginHive integration with Australia Post, and how can I resolve this error: "The shipment … cannot be modified or included in a new order, as the shipment is contained in an order currently being finalized"?

The error message indicates that label generation is failing because the shipment in question is contained in an order currently being finalized in the Australia Post system and cannot be modified or included in a new order. To resolve this issue, follow these steps: 1. Contact the Australia Post business support team through your MyPost Business account. 2. Log in to your MyPost Business account. 3. Click the ‘Support’ link on the left-hand side to access the MyPost Business Support Portal. 4. Click the ‘Get Help’ link. 5. Use the red ‘Create an enquiry’ button to log a case for the affected shipment(s). 6. Share the error message you received: “The shipment [shipment ID] cannot be modified or included in a new order, as the shipment is contained in an order currently being finalized.” 7. Attach the request response XMLs or other technical details provided by PluginHive. 8. Alternatively, you can initiate a live chat using the green ‘Online’ button (top right) or request a callback through the red ‘Request Call’ button (lower right). 9. Inform PluginHive of any updates or responses from Australia Post so they can assist further if needed.

Why are the parcel weights and signature on delivery options not transferring correctly to the Australia Post Parcel Send portal?

The PluginHive app sends all required order details—including parcel weight and signature on delivery selections, directly to the Australia Post API. This process can be verified by reviewing the Request and Response files, which confirm that the information is transmitted correctly from the app. However, the display of these details on the Australia Post portal is managed solely by Australia Post and is beyond the control of the PluginHive app. If the parcel weight or signature details are not appearing as expected on the carrier portal, it is likely due to how the portal fetches information from its own APIs. To resolve this, contact the Australia Post support team and, if necessary, provide them with the shipment's Request and Response files as evidence. You can also include PluginHive support in correspondence for any further technical assistance.

Why do I not see the cancel label option for my Australia Post MyPost Business account in the PluginHive interface?

Australia Post currently does not offer label cancellation support for MyPost Business accounts through PluginHive. However, you can easily request a refund for any unused or incorrect label directly from your Australia Post MyPost Business portal. This ensures that you have full control over your labels and refunds directly within your Australia Post account.

Why does Shopify only show the status as "tracking added" for my Australia Post parcels instead of updating the delivery status?

The Shopify order status will update only as "Tracking Added" when using the PluginHive app with Australia Post. This is the standard workflow of the app, and Shopify will not automatically update to show detailed delivery statuses beyond the addition of tracking information. You can use the tracking number and track the package on the Australia Post website.

Why does the manifest status in the app show as “Pending” even though I already manifested and shipped the orders?

This happens when the manifests are created outside the PluginHive app — for example, directly in the Australia Post portal or another platform. In such cases, the app cannot track or update the manifest status, so it stays as “Pending” in the PluginHive app. To keep the manifest status accurate in the app, always create manifests directly from the PluginHive app.

Why does the PluginHive app use a custom box for international shipments instead of the Australia Post flat rate satchels or boxes?

Australia Post-provided boxes and satchels are only supported for domestic shipments within Australia via their API. For international shipments, the Australia Post API does not offer support for selecting these flat rate packaging options. Consequently, the PluginHive app automatically selects a custom box based on the weight and dimensions of the products being shipped for international orders. This behavior aligns with Australia Post's official API limitations and is not a shortcoming of the PluginHive app.

Why is my Shopify product being treated as a "custom product" in the PluginHive AusPost app, and how does this affect parcel consolidation for shipping?

If the AusPost app shows your product as a "custom product," it means the product in the order is not linked to an Active or Draft product in your Shopify store. This typically occurs when clicking the product name in the order does not redirect to the Shopify product page. Only products that are Active or Draft in Shopify are supported for automatic order processing in the PluginHive AusPost app. Custom products, which are not linked to your store's product catalog, will not consolidate into pre-set parcels as expected.

Why is order 9988 not working when trying to generate a shipping label with Australia Post?

Label generation for order 9988 is failing due to the error "No network found for your selection from AU to CA for product_id PTI8." According to the latest update from Australia Post, all services to Canada are temporarily suspended as of 27 November 2024. Because of this carrier-level suspension, shipments from Australia to Canada cannot be processed at this time. For the most current information, refer to Australia Post’s official update page: https://auspost.com.au/disruptions-and-updates/international-service-updates. For further details, you may also contact Australia Post directly. No action can be taken within the app to resolve this issue until services resume.

Why isn’t the "Signature Required" option being correctly applied to the Australia Post labels generated through the PluginHive app, even though this option is enabled in the app?

The PluginHive app relies on Australia Post’s API to enable Signature on Delivery. According to feedback from Australia Post, for a shipment to be considered as "Signature Required," the API must pass a specific setting: the “Safe Drop” option which must be set to false. PluginHive has communicated this requirement to its development team and this has been updated in the app as per carrier's feedback.

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Shopify Australia Post Shipping App