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Australia Post Shipment Booking & Payment Failures – Shopify Australia Post Shipping App with Rates, Labels & Tracking FAQs

    Resolve booking or payment failures for smooth shipping operations

Questions in this section:

After enabling my Business Charge Account in the PluginHive app, can I safely remove my credit card from MyPost Business, or do I still need to have a credit card option on file?

Once your Business Charge Account is set up and visible in the PluginHive app, it should serve as your primary payment method for shipping label purchases. However, it is recommended that you confirm with Australia Post support whether you can safely remove your credit card from MyPost Business, as PluginHive does not have control over payment requirements on Australia Post’s end. Always verify with Australia Post to ensure uninterrupted label generation.

How can I resolve the error message "unable to pay with stored credit card" even though my payment method hasn't changed and there are sufficient funds?

The error "Unable to pay for the order using the STORED_PAYMENT payment method" usually indicates there is an issue with how your payment method is set up in your MyPost Business account, or the payment setup has expired. To resolve this: 1. Review your payment method in your MyPost Business account settings. 2. Ensure that the stored payment method is active, valid, and has not expired. 3. If the payment method appears correct, try removing and re-adding the card in your MyPost Business account. 4. If issues persist, contact the MyPost Business support team to confirm that your payment method is configured and functioning correctly. Once the payment method is validated and properly set up, you should be able to proceed with payments and generate shipping labels without errors.

How can I update my merchant payment details for Australia Post in the PluginHive app?

To update your merchant payment details for Australia Post, please contact the Australia Post support team directly to update your payment information. Once the payment details are updated with Australia Post, follow these steps: 1. Try processing a shipment in the PluginHive app to see if it works as expected. 2. If you encounter any issues, go to App → Settings in the PluginHive app. 3. Delete the Australia Post account connected to your store. 4. Reconnect your Australia Post account to ensure the app uses the updated payment information. Following these steps will ensure seamless processing of shipments using your updated payment details. If further assistance is required, you may contact support.

How can I update or change the stored card payment method used by the PluginHive app for shipping label payments?

To change the card used for payment of shipping labels with the PluginHive app, you need to update your card details directly in your MyPost Business Dashboard on the Australia Post website (auspost.com.au). No changes are required within the PluginHive app itself. After updating your card information in the MyPost Business Dashboard, wait a short while, then try generating shipping labels through the app to ensure the new card details are being used. If you encounter any issues, contact support for further assistance.

How can I update the payment method in the PluginHive app to send a parcel?

To update the payment method in the PluginHive app, follow these steps: 1. Navigate to App Settings. 2. Go to Account Settings. 3. Under Payment Methods, select your preferred payment option. 4. Click on "Save" to confirm your changes. After updating, try generating the shipping label for your order to ensure the new payment method is active.

How do I ensure that a new credit card is stored correctly for use as a payment method in MyPost Business for PluginHive label purchases?

To ensure your new credit card is properly stored and used as a payment method for generating shipping labels through PluginHive: 1. Log in to your MyPost Business account at https://auspost.com.au/mypost-business/account-management/payment-methods. 2. Add your new credit card as a stored payment method if it is not already saved. 3. Set the new card as the default payment method for transactions. 4. When checking out or generating shipping labels, ensure the stored credit card is selected. 5. If any error occurs during checkout, note down the order ID and share it with PluginHive support for further investigation. Following these steps helps avoid payment failures and ensures seamless label generation through PluginHive.

How do I fix the "Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details" error for an order?

To resolve the error "Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details," follow these steps: 1. Ensure that your card details added in Australia Post MyPost Business portal are up to date and valid in your merchant account. 2. If you are unsure about the payment configuration or continue to face issues, contact PluginHive support. 3. If needed, the support team will help you contact Australia Post team for further investigation and resolution. Keeping your payment information up to date and promptly contacting support with store access will facilitate a quicker resolution to such payment-related issues.

How do I resolve the error "Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details" when trying to print shipping labels?

This error occurs when there is an issue with the payment method linked to your Australia Post account. To resolve it, follow these steps: 1. Log in to your Australia Post account and review your stored payment methods to ensure that they are up to date and have sufficient funds or valid payment details. 2. If any payment information is outdated or incorrect, update it with the latest details. 3. If payment issues persist after updating, contact the Australia Post support team to confirm there are no account holds, restrictions, or other payment-related limitations. 4. Once the payment details are rectified, attempt to generate the shipping labels again.

How does the billing cycle work if I reinstall the PluginHive app—will a new cycle start, and what happens to my previous billing cycle?

All payment and billing activities for the PluginHive app are managed by Shopify. For any questions or concerns regarding your billing cycle, including what happens after reinstalling the app, please contact the Shopify support team directly.

I can't generate shipping labels because it's saying my payment method is wrong, but I have updated my credit card details and it still won't let me generate labels. What should I do?

If you are unable to generate shipping labels due to a payment method error even after updating your credit card details, follow these steps: 1. Ensure your updated credit card information has been saved and verified in your account settings on the AU Post Website. 2. Check for any error messages or notifications from your payment gateway regarding declined transactions or pending verification. 3. Provide the order number(s) for which the label generation has failed and contact PluginHive support for more clarification.

If I uninstall the app during my free trial, will it disconnect future payments?

Yes, if you uninstall the app during your free trial, the subscription will be automatically canceled and no future payments will be charged. If you decide to reinstall the app later, the subscription process will start again. Please contact PluginHive support for more clarification.

What do I do if updating the credit card in MyPost Business doesn’t solve the label generation problem?

If updating the credit card in your MyPost Business account does not resolve the label generation issue: – Verify that the new card is active and has sufficient funds. – Reach out to Australia Post and check if Australia Post support has provided specific feedback (as in some cases, the payment gateway may still decline the transaction). – Try a different credit card to see if the issue is specific to your previous cards. – If the problem continues, follow up with Australia Post using any assigned support case number for further assistance. – Use alternative label generation methods (such as purchasing labels directly through the Australia Post website) until the issue is resolved.

What does the error code “failed, Result Code: 604, Result Text: Transaction declined – Do not retry” from Australia Post mean, and how can this be resolved?

The error with Result Code: 604 ("Transaction declined – Do not retry") indicates that the merchant’s credit card was declined during the payment attempt. To resolve: 1. Try adding a different credit card as the payment method in your MyPost Business account. 2. After updating the card, wait for sometime to ensure the changes are active. 3. Attempt to generate the label again through the PluginHive app. 4. If the error persists even after switching cards, contact Australia Post support for further investigation and update the correct payment method.

What should I do if I encounter errors after using a newly stored credit card when attempting to generate shipping labels with PluginHive?

If you experience errors after saving and trying to use a new credit card for label generation in PluginHive: 1. Note the error message and record the affected order ID. 2. Share the order ID and details of the error with Australia Post support. 3. Au Post support will use this information to further investigate and help resolve the payment issue. This process enables targeted troubleshooting for faster resolution of checkout and payment problems.

What should I do if I previously created labels successfully using STORED_PAYMENT, but now encounter payment errors?

If you were previously successful with the STORED_PAYMENT method, the issue may be with the payment card linked to your MyPost Business account. To troubleshoot: – Check for any issues with your saved payment card on the MyPost Business website – Try removing and re-adding your payment card in your MyPost Business profile – After updating the payment card, try creating a label again If the problem remains unresolved, please contact the MyPost Business team and get the right payment method updated.

What should I do if I receive the error "45006 Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details" when generating Australia Post shipment labels?

This error typically occurs when your MyPost Business account on auspost.com does not have valid credit/debit card details set up, the linked card has insufficient balance, or the card is not valid. To resolve the issue, follow these steps: 1. Log in to your MyPost Business account on auspost.com. 2. Verify that your credit/debit card details are correctly entered and up to date. 3. Ensure that the linked card has sufficient funds and is valid. 4. If you have recently updated the card details, wait a short while before trying to generate the shipping labels again. 5. If the issue persists after updating and verifying the card, contact the Australia Post support team to check for any additional issues with your account. By ensuring your payment details are correct and valid, you should be able to generate shipment labels without encountering this error.

What should I do if I receive the error "Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details" when trying to create labels?

The error "Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details" may indicate that either you have not setup your credit/debit card details in your MyPost Business Account on auspost.com OR the card linked to your MyPost Business account does not have a sufficient balance or is not valid. Another reason could be if you are using a Charge Payment Account with MyPost Business and not a configured Credit/Debit Card. If so, set the Payment Method in the app as Charge Account and select your account number to proceed.

What should I do if label generation fails due to a payment issue with Australia Post?

If label generation fails because of a payment-related issue with Australia Post: 1. Contact Australia Post support to resolve any outstanding payment or account issues. 2. After resolving with Australia Post, retry generating the label in your PluginHive dashboard. PluginHive support can assist in confirming the error’s cause but payment-specific issues must be resolved directly with Australia Post.

What should I do if my business card is being rejected under the Settings and Billing section in Shopify and cannot be verified, even though it worked previously?

If you are experiencing issues adding or verifying your business card in the Shopify store's Settings and Billing section, you should contact Shopify support directly. The PluginHive app does not handle payment processing or billing in Shopify. Shopify’s support team will be able to assist you in resolving card verification and billing problems. If you have any other questions about the PluginHive app, feel free to contact PluginHive support.

What should I do if my credit card transaction for an order fails with the message "Transaction declined – Do not retry" and Result Code 604?

If you receive a transaction failure with the message "Transaction declined – Do not retry" (Result Code 604), this indicates an issue with the credit card being used. To resolve this: 1. Ask the customer to try completing the transaction using a different credit card. 2. Do not attempt to retry the transaction with the same card, as it is likely to fail again. 3. Confirm with your customer that their card is active and has sufficient funds or contact their card issuer for further clarification if needed. 4. After switching to a new card and successfully processing the payment, proceed with order fulfillment as usual.

What should I do when I receive the error "Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details" while processing a shipping label?

This error usually occurs for one of the following reasons: 1. Your credit or debit card details are not set in your MyPost Business Account on auspost.com. 2. The card linked to your MyPost Business account does not have sufficient balance or is no longer valid. To resolve this error: – Log in to your MyPost Business account at auspost.com. – Navigate to the payment details section. – Check that your payment method (credit/debit card) is entered and up to date. – Ensure the card used has sufficient balance and has not expired. – If you intend to use the CHARGE ACCOUNT option, you must have an active Charge Account with MyPost Business and the Account number must be added in the app. Update your payment details or card information as necessary, then retry processing the shipping label.

What steps are taken after a refund request is submitted for a PluginHive app subscription charge?

After a refund request is received: 1. PluginHive checks if the app’s subscription amount has been transferred from Shopify. 2. Once the payment is received, PluginHive forwards your refund request to the appropriate team. 3. The refund is then processed, and you will be notified when it is complete.

Which account number should I enter for the "Charge Account" payment method? Is it the bank account number I am paying from?

The Charge Account Payment Method should be selected in the app only if you have a Charge payment Account created with Australia Post using which you can pay for the labels generated with the account. If you have such a Charge Account, select the Payment Method as Charge Account in the app and you should be able to see the Charge Account number automatically available for selection.

Why am I getting the error "Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details" when trying to generate shipping labels with MyPost Business?

This error typically occurs for one of the following reasons: 1. You have not set up your credit or debit card details in your MyPost Business Account on auspost.com. 2. The card linked to your MyPost Business account either does not have sufficient balance or is not valid. To resolve this issue: – Ensure that you have correctly added valid credit/debit card details to your MyPost Business account. – If you recently updated your card details, wait for some time before attempting to generate shipping labels again. – If the problem persists after updating the card details and waiting, contact the Australia Post support team to verify if there are other issues with your account or payment method. Following these steps should help you resolve the payment error when using the STORED_PAYMENT method for shipping.

Why am I still being charged for a Shopify app after uninstalling it, and when will I get my refund?

After uninstalling a Shopify app, charges may still occur if there is a pending subscription payment for the billing cycle during which you uninstalled. PluginHive processes the refund as soon as the corresponding payment is received from Shopify. Please allow some time for Shopify to transfer the amount to PluginHive. Once received, the refund will be initiated, and you will be notified.

Why am I unable to generate a shipping label due to the error "Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details"?

This error occurs when either your credit/debit card details are not set up in your MyPost Business Account on auspost.com, or the card linked to your account does not have sufficient balance or is invalid. To resolve this: 1. Log into your MyPost Business account on auspost.com. 2. Review and update your card payment details as needed. 3. Ensure that the card linked to your account is valid and has sufficient funds. After updating your payment details, you should be able to generate your shipping label. If the issue persists, contact the Australia Post support team to verify if there are any additional issues with your payment method.

Why am I unable to generate labels and getting the error "Unable to pay for the order using the STORED_PAYMENT payment method"?

This error typically occurs for one of the following reasons: 1. Your credit/debit card details are not set up in your MyPost Business Account on auspost.com. 2. The card linked to your MyPost Business account lacks sufficient balance or is not valid. To resolve the issue: – Ensure your card details are updated and valid in your MyPost Business account. – If you have just updated your payment details, wait a short while and then try generating the labels again. – If the error persists, contact the Australia Post team to verify the status of your payment method and resolve any issues.

Why am I unable to generate shipping labels and seeing a "store payment error," and how can I resolve it?

This error typically occurs due to an issue with your payment method linked to your MyPost Business Account on auspost.com. To resolve the issue: 1. Log in to your MyPost Business Account on auspost.com. 2. Check if your credit/debit card details are set up. 3. Ensure the linked card has sufficient balance and is valid. 4. Update the card details if necessary. 5. After updating, attempt to generate shipping labels again. If the problem persists, please contact AU Post Support.

Why am I unable to print shipping labels after changing my banking or card details in my MyPost Business account?

The error "Unable to pay for the order using the STORED_PAYMENT payment method. Merchant may need to update payment details" typically occurs if your credit or debit card details are not properly set up in your MyPost Business Account on auspost.com, or if the card linked to your account does not have sufficient balance or is no longer valid. To resolve this: 1. Ensure that your updated credit or debit card details are saved correctly in your MyPost Business Account on the Australia Post website. 2. Confirm that the linked card has sufficient funds and is valid. 3. After updating the card details, wait for some time before trying to generate shipping labels again. 4. If the issue persists, contact the Australia Post support team to verify the status of your payment method and resolve any issues. Following these steps should allow you to resume printing shipping labels without payment errors.

Why am I unable to print shipping labels due to a "stored payment failed" error, even after updating my credit card on Shopify billing?

The "stored payment failed" error when generating shipping labels is related to your Australia Post MyPost Business account, not Shopify billing. To resolve the issue: – Ensure the payment method linked to your MyPost Business account is active and has sufficient funds. – Confirm that your new credit card details are correctly added and approved in your MyPost Business account. – Sometimes, newly added card details may take time to be approved for Australia Post API transactions. – Try removing and re-adding the payment method in your MyPost Business account to ensure it is updated for API use. – If the issue persists, you may need to contact Australia Post support for further assistance, as the error could be on their end.

Why do I need to add my credit card details and a Merchant Token to connect my MyPost Business account to the app, and is the credit card in Shopify sufficient?

To connect your MyPost Business account to the app, you must add your credit card details and generate a Merchant Token, which should be configured in the app. The credit card is necessary because shipping charges for each label generated will be deducted directly from it. The credit card added to Shopify is only used for the app subscription and not for MyPost Business shipping payments.

Why does PluginHive wait to process a refund until the subscription amount is received from Shopify?

When you are charged for an app subscription, Shopify first collects the payment and then transfers it to PluginHive after a certain period. A refund can only be processed after PluginHive has received the subscription amount from Shopify. Once the funds are received, your refund request will be forwarded to the concerned team for processing. Please reach out to PluginHive Support for further clarification.

Why is the app asking for a $19.00 payment today even though there is supposed to be a 15-day trial period?

If you are being asked for payment despite a 15-day trial, it is likely because you have previously installed the Australia Post Rates & Labels app. The trial period applies only to new installations, so if you reinstall the app after uninstalling it, the trial may have already been consumed during your earlier use. If you would like to try the app again, you can request an extension of the trial period by contacting support. The team can assist with setting up an additional trial if needed.

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