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Australia Post Order Fulfillment & Label Regeneration – Shopify Australia Post Shipping App with Rates, Labels & Tracking FAQs

    Regenerate labels and manage order fulfillment with Shopify

Questions in this section:

Can I generate manifests in the Aus Post Parcel Send dashboard for orders created via PluginHive, and have those orders updated in the PluginHive app?

No, if you generate the manifest in the Aus Post Parcel Send dashboard (outside the PluginHive app), the order status will not update in the PluginHive app. You should generate the manifest for all orders directly through the PluginHive app to ensure that statuses update correctly and to avoid repeated or duplicate manifest actions.

Can PluginHive override Shopify's 60-day order access limitation for automated label generation and fulfillment?

No, PluginHive cannot override Shopify’s 60-day order access limitation. The restriction is enforced by Shopify to ensure data security. Orders older than 60 days cannot be accessed or processed automatically by the app under any circumstances.

Can PluginHive regenerate shipping labels for orders older than 60 days?

No, the PluginHive app is granted access by Shopify to orders from the last 60 days only. This restriction is in place to maintain data security and privacy. There is currently no option to override this permission. If you need to generate a shipping label for an order older than 60 days, you will need to process this directly via your carrier's website (such as auspost.com.au).

Can the carrier be changed for orders that have already been completed but not RC’d in the PluginHive app?

For orders that have been completed but not RC’d, it is possible to change the carrier. Please provide more specific information about your requirements or any particular carrier you want to set for each order. This will help us to assist you in updating the carriers for the affected orders. If you need step-by-step instructions or encounter issues changing the carrier, please share the order details and desired changes for further assistance.

Does any PluginHive shipping app support multiple or partial fulfillments for a single order?

No, PluginHive shipping apps do not support multiple or partial fulfillment for the same order within the app. Once you process and generate a shipping label for an order, you cannot create another fulfillment for that order using PluginHive apps. Any additional shipments for that order must be managed manually outside the app.

Has the app recently changed or introduced new functionality for fulfilling orders or generating shipping labels?

Yes, the app has been enhanced recently with a new user interface and additional features. If you notice any differences or face issues during label generation and order fulfillment, please monitor the process with upcoming orders. If you encounter further difficulties or errors, note the affected order number and provide collaborator access to your store for support to assist in troubleshooting.

Has the partial fulfillment issue been resolved in the PluginHive Multi Carrier app, and what should I do if I notice it again?

The partial fulfillment issue has been addressed in the latest update of the PluginHive Multi Carrier app. You should not encounter this issue for any new orders going forward. However, if you observe any unexpected fulfillment behavior, monitor your orders and promptly contact PluginHive support with details so the issue can be investigated further.

How can I remove or exclude failed orders from the Pending Orders page so I only select valid pending orders for bulk actions?

The app displays the label-failed orders under the Pending section and label-generated (including manifest generated or pending manifest) orders under the Label Generated section. There is no built-in option to filter out only valid pending orders when using the bulk select feature. As a workaround, you need to manually deselect the failed orders before proceeding with bulk actions, otherwise, bulk-selection will include all orders displayed, so ensure any failed orders are unchecked. If your workflow requires a different selection process, please provide more details so further assistance or recommendations can be given.

How can I reset returned Shopify orders in the PluginHive app to generate new forward shipping labels?

To reset returned Shopify orders and generate new shipping labels in the PluginHive app: 1. Provide the list of returned order numbers to the PluginHive support team and request a reset. 2. Wait for confirmation from the support team that the specified orders have been reset and removed from the PluginHive app. 3. Log in to your Shopify admin and cancel the fulfilment status for those orders (since they remain in fulfilled status in Shopify even after being reset in the app). 4. Once fulfilment is cancele generate new shipping labels for the reset orders. 5. Ensure you select the correct shipping service for the new labels generated If you need further assistance during this process, contact PluginHive support.

How can I reset the fulfilment status for specific Shopify orders and generate new shipping labels?

To reset the fulfilment status and generate new shipping labels for specific Shopify orders: 1. For orders processed with MyPost Business, provide the list of order numbers you want to reset to the PluginHive support team. 2. The support team will clear these orders from the PluginHive app. 3. Once informed that the orders have been cleared, log in to your Shopify admin. 4. Cancel the fulfilment for those orders within Shopify. 5. After cancelling fulfilment, you can proceed to generate new shipping labels with the correct service in the PluginHive app. For eParcel and StarTrack accounts, the labels can be cancelled through the app which automatically cancels the order fulfilment in shopify, fecilitating in generation of a new label.

How can I resolve the "Product Id is not available" error when trying to process orders and generate shipping labels?

The "Product Id is not available" error often occurs if the selected shipping service is not available for the order. For example, the error message shows for the order when the International Parcels – Economy Air service is not available for the affected orders. To resolve this: 1. Edit the affected orders and try selecting the "Standard Large" or any other available shipping service instead. 2. Attempt to generate shipping labels using this service type. 3. If labels are generated successfully, the issue was due to the unavailable service. 4. If you continue to encounter errors, review the details of the products and ensure that all required information is correctly entered. If the problem persists after following these steps, provide the order details to the support team for further investigation.

How can I view all unmanifested orders in a single screen or tab within the PluginHive app?

Currently, the PluginHive app does not offer a dedicated screen or tab to view all unmanifested orders together. While you can track the manifest status of each individual order in the Shipping section, there is no option to display all unmanifested orders in one place. For now, you need to review each order's manifest status individually under the Shipping section. If you need further assistance, you can contact PluginHive support.

How do I give PluginHive permission to generate or edit shipping labels on my store?

If PluginHive already has collaborator access to your Shopify store, you can authorize support actions on specific orders simply by providing written consent. Here's how: Respond to the support ticket or email confirming that the PluginHive team is authorized to take action on specific orders. Specify the order number(s) and clearly mention the actions you are authorizing (e.g., shipping address edits, label generation). No further steps are required as long as collaborator access is active. Once your consent is received, the PluginHive support team will proceed accordingly.

How do I remove or clear previously generated shipping labels from the PluginHive app so I can generate new labels for the same orders?

To remove previously generated shipping labels and generate new ones for the same orders in the PluginHive app, follow these steps: 1-->Request a refund for the incorrect or unwanted labels directly from the Australia Post website. 2-->Once the refund is submitted, contact PluginHive support with the relevant order numbers. 3-->The support team will clear the labels from the app for those orders. 4-->After confirmation, you can generate new shipping labels for the cleared orders. Please ensure you only generate labels for the cleared orders to avoid duplicate shipments.

How do I remove previous bulk imported orders from the main screen in the PluginHive app?

It is not possible to manually remove orders from the PluginHive app. Older orders are automatically removed after a certain period, typically after 2 months. There is no option to delete orders manually from the main screen.

How do I select the fulfillment center for a new product I add to the PluginHive app?

To assign a fulfillment center for a new product, ensure the product is Active and imported into the PluginHive app. Once imported, configure the product’s fulfillment center settings as you would for other products after it appears in the Products section of the app. Steps may vary depending on your integration, but typically this involves selecting the product and choosing the desired fulfillment center from the available options.

How do orders start appearing in the PluginHive app for printing shipping labels? Do they appear automatically when the order is placed, or only after marking them as fulfilled?

Orders will appear in the PluginHive app only if the shipping labels are generated through the app itself. Orders not processed or label-generated via the app will not show up automatically. If you see any unfulfilled orders in the app that were not processed through it, provide the order number to PluginHive support for further investigation.

How does the PluginHive app update tracking numbers to the Shopify store when using OMNIVORE as middleware for order syncing?

When using the PluginHive Australia Post app with orders synced from OMNIVORE to Shopify: – Once a shipping label is generated for an order in the PluginHive app, the app automatically updates the corresponding Shopify order with the Australia Post tracking number. – The tracking information is available to both the store admin and customer within Shopify. – This process ensures that orders originating from eBay or other marketplaces (and synced via OMNIVORE) have accurate tracking details reflected in the Shopify order records.

How long can I wait to fulfill an order using Aus Post with PluginHive, especially if orders may be pending for up to 8 weeks during a pre-order campaign? Will I still be able to generate shipping labels after this period?

With Australia Post via PluginHive, orders can be processed and fulfilled within a 60-day window from the order date. If your pre-order campaign extends beyond this period (e.g., up to 8 weeks), you’ll still be able to generate shipping labels as long as the fulfillment is done within 60 days of the order being placed.

How should I handle order fulfillment workflow changes to avoid issues with label generation in PluginHive?

To avoid issues with label generation and order fulfillment: 1. Always cancel the shipping label in the PluginHive app before unfulfilling or changing the fulfillment status in Shopify. 2. After canceling the label, you can re-fulfill the order and generate a new label as needed. 3. Do not directly unfulfill orders in Shopify without using the app, as this can disrupt synchronization and result in fulfillment issues requiring manual intervention.

I am unable to print shipping labels because the "Generate Label" button is greyed out, and I see an error message about fulfillment locations. How can I resolve this issue?

If the "Generate Label" button is greyed out due to a message about multiple fulfillment locations, but you only have one configured, try the following steps: 1. Verify in your Shopify admin that there is only a single fulfillment location set up and all products are stocked at this location. 2. Attempt to uninstall and reinstall the shipping app to reset any cached location data. 3. If the issue persists, refrain from fulfilling the problematic order and contact PluginHive support with the order number. This allows support staff to investigate and resolve the root cause directly. 4. Provide required access or permissions if requested by the support team, so they can generate labels and test the process on your behalf. If your order needs urgent fulfillment and support is investigating, consider fulfilling other unaffected orders while waiting for a resolution.

I can't seem to sync orders to the app and need to go into the Shopify order to click 'ship with Auspost labels.' Is there a way to manage everything within the app instead of using a two-step process?

Yes, you can manage orders and create shipping labels directly within our Multi-Carrier Shipping Label app without needing to perform additional steps in Shopify orders. This app allows you to import orders and handle the entire shipping process from within the app itself. For a detailed walkthrough and demonstration of how to set up and use this streamlined workflow, scheduling a call is recommended.

I received a notification about the integration issue again, but everything was previously working. Can you check this?

If you receive an integration notification and the order referenced (e.g., Order 1013) is already fulfilled outside of the app, PluginHive’s app will not allow label generation for that order, as labels can only be generated through the app for orders that remain unfulfilled. If you face issues with unfulfilled orders, provide the specific order number to PluginHive support for troubleshooting. Always ensure orders are unfulfilled before attempting label generation through the app.

I received the message "We can't fulfill orders with products from multiple locations. Products must be stocked in one warehouse for successful fulfillment," but I only have one location. What should I do?

This message is just a warning and does not impact your store operations or order processing through the app. Since you have only one location configured in your store, you can safely ignore this warning. No additional action is required. If you have additional questions or experience issues, feel free to reach out to PluginHive Support for further assistance.

If I uninstall and reinstall the PluginHive app, will I need to configure everything again?

All the settings and orders in the PluginHive app remain the same even if the app is uninstalled and reinstalled. There is no need to set up the app again after reinstalling.

Is it better to fulfill orders through the PluginHive Australia Post app or through the Shopify orders tab, and how is payment for shipping labels handled?

Fulfilling orders through the PluginHive Australia Post app is recommended because: – When a label is generated through the app, the order is automatically marked as fulfilled in Shopify. – The tracking number is updated automatically in the Shopify order, eliminating the need for manual fulfillment and tracking updates. – Once the label is generated, payment for the shipping label is processed immediately. Australia Post charges you for the shipping amount, which is debited from your account at that time. This automated process streamlines order fulfillment and payment, making it more efficient compared to manual handling through the Shopify orders tab.

Is it possible to configure the PluginHive Australia Post Rates and Labels app to import Shopify orders based on their payment status?

The app imports orders only when you initiate label generation. If you wish to process only “Authorised” orders or any other payment status orders, filter them on your Shopify Orders page, select those orders, and then generate shipping labels using the app.

Is it possible to process an order through the PluginHive app if it’s already been fulfilled elsewhere?

To process an order through the PluginHive app after fulfillment elsewhere, you can first unfulfill the order in Shopify. Once the order is marked as unfulfilled, you can generate the label and manifest for the order using the PluginHive app.

Is there a way to automatically sync paid orders into the Australia Post Rates & Labels App, so I can fulfill them directly in the app without going through Shopify's order page?

The Australia Post Rates & Labels App is designed to let you generate shipping labels directly from your Shopify orders page. Orders do not automatically appear in the app unless you initiate processing through Shopify. If you want an app where orders are imported automatically for direct processing and fulfillment within the app itself (bypassing the need to start from the Shopify orders page), consider using the PH Multi Carrier Shipping Label App from PluginHive. This alternative app allows you to import orders into the app and process them directly for label creation and fulfillment.

Is there a way to process orders with a preparation time longer than 60 days for shipping labels with PluginHive?

While the PluginHive app and Shopify restrict fulfillment actions to orders within the last 60 days, the PH Multi-Carrier Shipping Label app from PluginHive allows importing new orders for early label generation. However, you must generate the shipping label within 60 days of order creation. For orders processed after 60 days, although label generation is possible, order fulfillment via the app will not be available. So, order should be fulfilled manually in Shopify by adding the tracking number from the app. A 14-day free trial is available for the Multi-Carrier Shipping Label app, and PluginHive support offers setup assistance via Zoom if needed.

Is there a way to speed up processing for a large number of old pre-orders that need to be shipped via Australia Post?

Due to Shopify’s 60-day limitation, large batches of older orders must be processed manually. For Australia Post orders, generate shipping labels directly at auspost.com.au, then manually fulfill and update tracking in Shopify. This process cannot be fully automated in PluginHive for orders older than 60 days. For managing large order volumes, consider fulfilling orders within the allowed 60-day window whenever possible.

What can be done if a business regularly processes pre-orders that take longer than 60 days to fulfill?

If the fulfillment process often takes longer than 60 days, it is recommended to import orders into the Multi-Carrier Shipping Label app as soon as the order arrives. This allows to create the shipping label while the order is still within the 60-day access window. However, because of Shopify’s restrictions, automated fulfillment through the app will fail after 60 days. In such cases, you must manually add tracking numbers and fulfill the order in Shopify.

What should be done if Shopify is not displaying the correct tracking information for the orders?

If any discrepancies with tracking information appearing in Shopify is noticed, check for the specific orders where the issue occurs. Check if the order numbers and associated tracking numbers on Shopify’s order page match those on the generated shipping labels. Sharing detailed examples (order numbers and tracking details) with support will help investigate and resolve any inconsistencies. If further troubleshooting is needed, provide these specifics to PluginHive support so the data flow between the app, Shopify, and Australia Post can be examined in detail.

What should I do after the PluginHive team has cleared orders from the app for label regeneration?

After the PluginHive team confirms that the orders have been cleared from the app: 1. Log in to your Shopify admin interface. 2. Cancel the fulfilment of the specified orders (as per the updated list). 3. Once fulfilment is cancelled, you can regenerate new shipping labels for those orders in the PluginHive app, ensuring the correct service is selected.

What should I do if an order is only partially fulfilled and I need to ship the remaining items?

If an order is partially fulfilled, you need to generate the shipping label for the remaining items outside of the app, as the app does not currently support partial fulfillment. Complete the fulfillment process manually using your carrier's platform, such as Australia Post, for the unfulfilled portion of the order.

What should I do if I bulk generated MyPost Business labels with the wrong package size or shipping service in PluginHive?

If you've created shipping labels with incorrect package sizes or shipping service using MyPost Business, follow these steps: 1. Request a Refund: MyPost Business does not support label cancellation via API. You’ll need to request a refund for the incorrect labels directly through the Australia Post MyPost Business portal. 2. Unfulfill/Cancel Fulfillment in Shopify: Please cancel the fulfillment for all those orders from Shopify Orders page. 3. Notify PluginHive Support: After submitting the refund request, contact the PluginHive support team to let them know. 4. Clear Affected Orders: PluginHive will help clear the impacted orders from the app, so they’re ready for a new label. 5. Regenerate Labels: Once cleared, PluginHive team will inform you, post that, return to the order in the app and generate a new label, making sure to select the correct package size and shipping service this time. Need help? Contact PluginHive support for guided assistance.

What should I do if I need to generate a manifest for an order already fulfilled outside the PluginHive app?

If the order has been fulfilled outside the PluginHive app, you need to generate the manifest outside of the app as well. Currently, the app will not recognize or process orders that were not managed through it. Please use your alternative fulfillment or shipping solution to create and print the required manifest for such orders.

What should I do if I see the error "We can't fulfill orders with products from multiple locations. Products must be stocked in one warehouse for successful fulfillment" when trying to fulfill orders using Australia Post Rates & Labels?

This error message is a warning and does not impact your store or order processing through the app. If your store has only one location, the message can be safely ignored. You can continue fulfilling orders as usual, and no further action is required. If you have additional questions or experience issues, feel free to reach out to PluginHive Support for further assistance.

What should I do if my labels were auto-cancelled and I cannot mark the orders as unfulfilled in Shopify?

To generate new labels for affected orders, you need to cancel the fulfillment for each order directly from Shopify’s Orders page. – Go to your Shopify admin and select the order. – Click “More actions” or the “…” button (depending on your Shopify version). – Select "Cancel fulfillment" for the relevant fulfillment. This will move the order status back to Unfulfilled, allowing you to generate new shipping labels through the PluginHive app. If you need help with this process, please let us know for further support.

What should I do if the generated shipping labels are not fulfilling orders or adding tracking information?

If your orders are not being marked as fulfilled or tracking details are missing after generating labels, follow these steps: 1. Wait for a few minutes and check if the order gets updated automatically with tracking information. 2. Do not fulfill the order manually, as this can prevent the app from updating it correctly. 3. If the issue continues, please contact PluginHive support with the affected order number(s) so we can investigate and assist you further.

When I select more than 50 orders by navigating to the next page and click on Print Documents, only the orders selected on the current page are included in the PDF file. How can I print documents for more than 50 orders at once?

To print documents for multiple orders, you should select up to 50 orders at a time and then use the Print Documents function. The PluginHive system only includes the orders selected on the current page in the generated PDF. Navigating to a different page and selecting additional orders will not add them to your current PDF print batch. To print documents for more than 50 orders, repeat the process: select 50 orders on one page, print documents, then move to the next set of 50 orders and repeat.

Why am I experiencing a blank screen or loading issue in the PluginHive app during the label generation process?

The blank screen or loading issue occurs with orders that have been edited, specifically when products are removed or added after the order is placed. This use case is not supported by the PluginHive app. New orders that have not had products removed or added should work without this issue.

Why am I getting an error when trying to generate shipping labels for certain orders?

Shipping label generation errors can occur if the orders have already been fulfilled outside the PluginHive app or if the orders are too old. For instance, if an order has already been marked as fulfilled and is several months old (e.g., more than 4 months), it is not possible to generate shipping labels for that order. To resolve this, create a new order in your store and attempt to generate the shipping label for the new order to ensure the process works as expected.

Why am I getting the error “We can't fulfill orders with products from multiple locations. Products must be stocked in one warehouse for successful fulfillment,” even though I only have one location and the order is for a single product?

This message is a generic warning indicating that an order cannot be fulfilled from multiple locations. Since your store only has a single location and the order is for a single product, you can ignore this warning. It does not prevent you from generating labels if your setup otherwise meets all fulfillment requirements.

Why am I seeing the error message "We can't fulfill orders with products from multiple locations. Products must be stocked in one warehouse for successful fulfillment" when generating a shipping label?

This message appears when an order contains products assigned to different fulfillment locations in Shopify. The PluginHive app cannot fulfill orders with products from multiple locations and will display this message in such cases. However, if your store has only a single fulfillment location, you can ignore this message as it does not affect the shipping label generation process.

Why am I unable to access the window to manually edit package details and partially fulfill my orders when generating labels for multiple orders?

The Manual Label Generation page is available with the app only when you process one order at a time with the app. If you are selecting multiple orders from the Shopify All Orders page and using "More Actions" > "AuPost Generate Labels", the app will automatically generate labels using the app default settings, and you will not have access to the manual package editing window for individual orders. To edit package details and partially fulfill an order, generate labels for each order individually by opening the specific Shopify Order and choosing "More Actions" > "AuPost Generate Labels".

Why am I unable to fulfill an order in the PluginHive app after previously canceling the fulfillment in Shopify, and how can this be fixed?

If you have canceled a fulfillment in Shopify after already fulfilling it, you may encounter issues when trying to re-fulfill the same order in the PluginHive app. To resolve this, follow these steps: 1. Cancel the shipping label for the order directly within the PluginHive app. 2. Once the label is successfully canceled, you can generate a new label when the shipment is ready. 3. Avoid unfulfilling orders directly from Shopify without first canceling the label in the PluginHive app. This ensures proper synchronization and avoids fulfillment errors. 4. If canceling the label in the app does not work, you will need to process the shipment manually outside the PluginHive app.

Why am I unable to generate a new shipping label for an order that has already been fulfilled?

With the PluginHive app, you can only generate labels for Unfulfilled Shopify Orders. Once you generate a shipping label for a Shopify order, the order is automatically marked as fulfilled and updated with the tracking number. After an order is fulfilled using the app, it is not possible to generate a new shipping label for the same order again via the app. If you need to generate another label, you can do so directly through your carrier's website (e.g., auspost.com.au) by logging into your account.

Why am I unable to generate shipping labels for certain Shopify orders that were placed before a specific date?

As per Shopify’s policy, third-party apps like PluginHive Australia Post Shipping cannot access orders that are older than 60 days. This means that such orders cannot be fulfilled using the PluginHive app, and label generation for these orders is not supported. To process and fulfill orders older than 60 days, you will need to manage them outside of the app, using a manual or alternative method.

Why am I unable to generate shipping labels for my orders, and what does the error "none of the items are stocked at the new location" mean?

The error "none of the items are stocked at the new location" occurs when you attempt to fulfill an order from a location where the items ordered are not available in stock. To resolve this issue: 1. Verify the fulfillment location selected for the order. For example, if fulfilling from "Sonya Moda," ensure the items are available at this location. 2. Check the inventory levels of each product in the order at the selected location. 3. Update your inventory to reflect accurate stock at the correct location. 4. Once inventory is updated, attempt to generate the label again. The error "None of the items are stocked at the new location" occurs when attempting to fulfill an order from a location where the ordered items are not currently in stock. To resolve this: Check the Fulfillment Location Confirm that the selected fulfillment location is the correct one from which you intend to ship the order. Verify Inventory Levels Ensure that each item in the order has available stock at the selected location. Update Inventory if Needed Adjust your product inventory to reflect the correct stock levels at the appropriate fulfillment location. Retry Label Generation Once the inventory is properly updated, you should be able to proceed with label generation without errors. If the issue persists even after updating the inventory, feel free to reach out with the order details, and we’ll be happy to assist further.

Why am I unable to generate shipping labels for orders 1069 and 1070, and what can I do to resolve the issue?

Shipping labels can only be generated for orders created within 60 days from the current date. Orders 1069 and 1070 were created in August and September 2024, which exceeds this 60-day window. To resolve this, please create a new sample order with a valid shipping address and attempt to generate a label for that order. If you need assistance with this process, you can book a support call with PluginHive for step-by-step guidance.

Why am I unable to generate shipping labels for Shopify orders that are older than 60 days using the PluginHive app?

The PluginHive app can only access and process Shopify orders that are at most 60 days old. This limitation is set by Shopify, not by the app. Orders older than 60 days cannot be generated or fulfilled through the app, and this restriction cannot be overridden. To process older orders, you must generate shipping labels directly from the carrier’s website (e.g., auspost.com.au) and manually fulfill the orders within Shopify.

Why are some of my orders remaining partially fulfilled in the PluginHive app?

Orders are marked as partially fulfilled when at least one product in the order does not require shipping. For example, if the product has the option "This is a physical product" disabled, it is considered non-shippable. The PluginHive app fulfills only the shippable products in the order, leaving the non-shippable items unfulfilled, which results in the order showing as partially fulfilled. To ensure complete fulfillment, review your product settings to determine which items are marked as non-shippable.

Why are some orders still showing as unfulfilled (uncolored) in Shopify even after labels are generated and orders are fulfilled through the PluginHive app?

If orders are still appearing as unfulfilled or uncolored in Shopify after label generation and fulfillment through the PluginHive app, this could be because the orders have not been archived in Shopify. The PluginHive app handles label generation and order fulfillment, but the color change on the Shopify Orders page depends on the order being archived within Shopify. Please contact the Shopify support team to clarify why these orders were not archived, as the color-changing functionality is managed by Shopify, not PluginHive.

Why are some orders that had their labels generated today not appearing at the top or in sequence in the app’s order list?

If an order was previously processed and then cancelled before being processed again today, it may not appear at the top of the order list alongside other newly fulfilled orders. In such cases, the order will remain in its earlier position in the list, and you may need to search for it individually using the app's search functionality. This behavior is currently expected in the app. The PluginHive team is evaluating an enhancement to improve sorting so re-processed orders display at the top, but for now, please use the search feature to locate and print these orders.

Why are today’s label orders stuck at “In Progress” status?

For “In Progress” issues, keep the order unfulfilled in the app, please share the order number along with a screenshot and contact PluginHive support for more clarification.

Why can we not delete failed orders in the PluginHive App?

Orders cannot be manually removed from the PluginHive App. All orders available in the app will be automatically removed after 60 days. There is no option to manually delete orders, including failed ones.

Why can't I see a specific order (e.g., SMODA1843900) in the PluginHive app to generate a manifest?

If an order such as SMODA1843900 does not appear in the PluginHive app, it is likely because the order was processed or fulfilled outside of the app. Only orders processed via the PluginHive app are available within it for additional actions like generating labels or manifests. Orders fulfilled outside the app will not show up and cannot be manifested through the app.

Why do my orders remain in "pending" status in the PluginHive app even after creating manifests in the Aus Post Parcel Send dashboard?

Orders will only change to "Manifest Generated" status in the PluginHive app if the manifest is generated directly through the app. If you create manifests outside the app, such as in the Aus Post Parcel Send dashboard, these orders will remain in the "pending" status within PluginHive because the app cannot detect manifest actions completed externally. For proper status tracking and updates, always generate manifests directly through the PluginHive app. To do so, navigate to the PluginHive AuPost app > Shipping > Label Generated > Select the orders and Generate Manifest.

Why does the app select the Standard shipping service for multiple orders instead of the Express service I chose during order creation?

If the orders are created with the shipping method shown at checkout outsided of the app and When you select these orders and generate labels through the PluginHive app, the system automatically chooses the cheapest available shipping service for those orders. This means that even if you selected Express at order creation, the Standard service may be chosen during label generation if it is the lowest cost. This workflow is by design to help minimize shipping expenses.

Why does the PluginHive app not support customised products created with another application for the order?

The app syncs products from your Shopify Active Product list to ensure smooth order processing. For an order to be processed using the app, all products in the order must be part of this active product list. If an order includes a custom product or a product added via another app that is not listed as active in your Shopify catalog, it will not be recognized or synced by our app, and therefore, the order cannot be processed. To resolve this, please ensure the product is added to your Shopify Active Products list, and then proceed to process the order using the app.

Why does the PluginHive Australia Post app not automatically generate a label or fulfill the order after the label is processed and paid for in my Australia Post account?

If an order is already fulfilled outside the PluginHive app, the app cannot process label generation or order fulfillment for that order. To use the app's automatic label generation and fulfillment features, ensure the order remains unfulfilled in your store before initiating label creation through the app. If you experience issues with unfulfilled orders that do not generate labels or fulfill automatically, provide the specific unfulfilled order number to support for further investigation.

Why isn’t a shipping label generating for orders 12707 and 12628?

Shipping labels can only be generated for orders created within the last 60 days. Orders 12707 and 12628 were created more than 2 months ago, so the app will not allow label generation for these orders. Please process shipping for these orders manually outside of the app. The Shipping labels can only be generated for orders created within the last 60 days. If the orders are created before 60 days, the app will not allow the label generation for these orders. You can process shipping for these orders manually outside of the app.

Why isn’t a shipping label generating for orders created more than 60 days ago, such as orders 12707 and 12628?

Shipping labels can only be generated for orders created within the last 60 days. If an order is more than 60 days old, the app will not allow shipping label generation for that order. In such cases, process shipping for these orders manually outside of the app.

Will deleting the Australia Post account in the PluginHive app affect my Shopify orders or fulfilled orders in the app?

Deleting and adding a new account in the PluginHive app will not impact your fulfilled orders in the app or your Shopify orders. However, labels and manifests generated by the app will be removed, so it's advised to back them up before making the change.

Will uninstalling and reinstalling the PluginHive app affect orders I have already processed or any new orders?

Uninstalling and reinstalling the PluginHive app will not remove or impact any of your existing or new order data. All order and app details will remain the same after reinstallation. This process simply refreshes the product and unit settings, ensuring any recent changes in Shopify (such as weight units) are accurately reflected in the app.

Will uninstalling and reinstalling the PluginHive app affect processed orders or new orders, or remove any existing data?

Uninstalling and reinstalling the PluginHive app within a short time period will not remove any configured settings. However, the processed order data may not stay intact and could be lost. Make sure that you are downloading all the generated labels as backup before going through this process to avoid any data loss.

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