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New Zealand Post Shipping FAQs – Multi Carrier Shipping Label App for Shopify

    Common questions about New Zealand Post shipping in Shopify

Questions in this section:

Can I integrate NZ Post shipping with the PluginHive app without providing an NZ Post account number?

No, the PluginHive app requires you to provide an NZ Post Account Number and Site Code to integrate NZ Post shipping. There is currently no alternative method to use NZ Post services within the app without these credentials.

Can I use a test account for carriers like NZ Post and DHL Express when installing the PluginHive app on staging or development sites?

PluginHive does not provide any test accounts for carriers like NZ Post and DHL Express. If you require test accounts for these carriers, you need to contact the respective carrier teams directly to obtain test credentials. You can still install and use the PluginHive app on your staging or development sites, but carrier-specific test accounts must come from the carriers themselves.

Can I use the PluginHive app to get live shipping rates from NZ Post without generating shipping labels, since my fulfillment company handles label printing separately?

Yes, you can configure the PluginHive app to display only live shipping rates from NZ Post at checkout without printing shipping labels. To do this: 1. Use the app to fetch accurate, live NZ Post rates solely for rate display purposes. 2. Ensure your Shopify store has the ‘Carrier Calculated Shipping’ (CCS) feature enabled, as Shopify requires CCS to show carrier-calculated live rates at checkout. 3. Configure the PluginHive app settings accordingly to disable label generation and focus solely on rate calculation. If you need assistance with the setup or want a walkthrough of the configuration steps, you can book a free onboarding session via PluginHive’s Zoom support link.

Can PluginHive provide onboarding help after integrating NZ Post with the Multi Carrier App?

Yes. After your NZ Post account has been linked to the PluginHive app, you can request a Zoom onboarding session for assistance. You can either coordinate a suitable time directly with the support team or book a session using the provided appointment link. During onboarding, the team can help you understand app features, setup, and address any questions you have.

Can the app be configured to only display NZ Post and DHL freight rates for customer charge, without generating shipping labels or courier bookings?

Yes, the app can be configured to perform only freight rate lookups and display those rates to customers at checkout without generating shipping labels or creating courier bookings. To achieve this: 1. Connect your NZ Post and DHL accounts within the app by navigating to **app -> settings -> carriers** and adding the required account details. 2. Once the accounts are connected, the app will display calculated shipping rates for NZ Post and DHL at checkout, allowing you to charge customers accordingly. 3. The app will not proceed with creating courier bookings or labels if you choose not to use those features. Your orders can then be exported without attached courier details. 4. Your ERP system can handle all subsequent shipping label creation and booking tasks based on this exported order information. If you need further assistance or want help with tailored app setup aligned with this workflow, you can schedule a Zoom call with the support team via their appointment link.

Does NZ Post block or limit orders based on heavier weights in the shipping setup?

NZ Post shipping services have specific weight and size limits that control which services apply based on package weight. For example: – Economy Tracked service applies to parcels up to 2 kg with size restrictions (L+W+D ≤ 900 mm; longest side ≤ 600 mm). – Economy Plus service applies to parcels weighing between 2.1 kg and 20 kg with larger size limits (L+girth ≤ 2 m; longest side ≤ 1.05 m). If customers’ orders exceed these weight or size limits for the enabled services, the checkout may block or fail to show NZ Post options. To fix or adjust this: 1. Go to Settings > Shipping Rates > Rate Automation > NZ Post rule in Shopify admin. 2. Enable additional NZ Post shipping services suitable for heavier or larger packages, ensuring coverage for the weights and dimensions typical of your orders. 3. Save changes and test checkout to confirm that heavier orders can select the appropriate NZ Post service without issues.

Does the NZ Post ParcelAddress API update the customer’s sales order shipping address in Shopify and PluginHive Multi Carrier app?

Yes. When an order is placed in Shopify and remains in unfulfilled status, it is imported into the PluginHive Multi Carrier app along with the shipping address provided in Shopify. If the customer updates the shipping address within Shopify after the order import, these changes can be automatically updated in the PluginHive app for that order. Additionally, customers can manually update the shipping address directly within the PluginHive Multi Carrier app, ensuring the address remains accurate throughout the fulfillment process.

How can I ensure the new NZ Post Courier Select US service becomes available and visible in PluginHive’s shipping settings?

To enable the Courier Select US service and have it displayed properly in PluginHive: 1. Verify with NZ Post that your merchant account is authorized and configured to provide this new service. 2. In PluginHive, navigate to the Carrier Services section and confirm that all available services are selected. 3. In the Rates Automation settings, select the option to apply “ALL” services. This enables the system to show every available service returned by NZ Post. 4. If the Courier Select US service still does not appear, reach out to PluginHive support with your NZ Post account information and any relevant documentation for troubleshooting assistance. 5. PluginHive will coordinate with NZ Post API teams as needed to update the integration to support this service fully.

How can I find my NZ Post billing account number to connect my Shopify store with my NZ Post account?

To find your NZ Post billing account number, you need to contact your NZ Post Account Representative directly. They will provide you with both your billing Account Number and Site Code. Once you have these details, you can proceed with integrating your NZ Post account into your Shopify store through the PluginHive app. If you do not have a dedicated representative, use your registered NZ Post business account contact channels to request this information.

How can I get the Site Code required to integrate NZ Post with the PluginHive Multi Carrier App if NZ Post does not provide it?

The recommended approach is to share your NZ Post Account Number, your order volumes, and your registered email ID with the PluginHive support team. They will liaise directly with the NZ Post partnership team to request and obtain the Site Code on your behalf. This process typically involves: 1. Providing Account Number, monthly order volume, and registered emails associated with both PluginHive and NZ Post accounts. 2. PluginHive contacting NZ Post to verify details and request the Site Code. 3. PluginHive informing you once the Site Code is acquired and your account is configured in the app.

How can I integrate my NZ Post account with the PluginHive app and my website to get started?

To integrate your NZ Post account with the PluginHive app and your website, follow these steps: 1. Ensure you have an active NZ Post account. 2. Obtain your NZ Post Account Number and Site Code, which are essential credentials for integration. 3. Log in to the PluginHive app and navigate to the NZ Post carrier account setup section. 4. Enter the NZ Post Account Number and Site Code in the required fields. 5. Configure any additional settings as per your shipping requirements. 6. Save the details and perform a test order to validate the integration. If you do not have your Account Number and Site Code, contact the NZ Post support team to acquire these details. These credentials are necessary to establish the connection between your NZ Post account and the PluginHive app.

How can I integrate my NZ Post Business account with PluginHive to process orders from New Zealand?

To integrate your NZ Post Business account for processing orders from New Zealand with PluginHive, follow these steps: 1. Ensure you have an active NZ Post Business account. 2. Obtain your NZ Post account details, specifically your Account Number and Site Code, by contacting your NZ Post account representative. 3. Once you have these details, provide them to PluginHive support or enter them in the PluginHive app’s relevant configuration section for NZ Post integration. 4. PluginHive will then assist you with the setup to enable order processing using your NZ Post Business account from your New Zealand location. If you require further assistance during this process, contact PluginHive support with your account details ready.

How can I proceed if I don’t have an NZ Post account number to use the PluginHive app?

If you do not have an NZ Post account number, you can use other supported shipping carriers available in the PluginHive app, such as FedEx, DHL Express, UPS, Aramex, or MyFastway, for domestic and international shipments. You will need to create an account with one of these carriers and use the app with that carrier’s credentials.

How can I resolve issues when NZ Post shipping options are not appearing or orders get blocked at checkout for shipments from New Zealand to Australia?

This may be due to missing or limited NZ Post services configured for your shipping zones or weight ranges. To resolve: 1. In your Shopify admin, go to Settings > Shipping Rates. 2. Under Rate Automation, locate the NZ Post shipping rule. 3. Ensure multiple NZ Post services covering different weight brackets are enabled (e.g., Economy Tracked for up to 2 kg, Economy Plus for 2.1 to 20 kg). 4. Confirm your shipping zones include NZ and Australia as applicable. 5. Save all settings and perform test checkouts with orders of varying weights to ensure the correct NZ Post options are offered. This setup allows checkout to display correct NZ Post options even for heavier orders, preventing checkout blockage.

How can I troubleshoot and confirm which NZ Post services are available for my shipments in PluginHive?

Follow these steps to troubleshoot: 1. Log into your PluginHive app and navigate to app → settings → shipping rates → rate automation. 2. Review the shipping rules for NZ Post and ensure multiple or all services are enabled instead of a single service. 3. Conduct a test checkout or a transaction with the specific order details (weight, dimensions, origin/destination). 4. Observe which NZ Post services appear at checkout. 5. To cross-check, use the NZ Post website shipment calculator with the exact shipment details to verify that the enabled services should be available. 6. Adjust shipping service settings accordingly in PluginHive to ensure customers see all valid service options.

How can the app be configured to only display estimated shipping costs for NZ Post without generating shipping labels or courier bookings?

To configure the app to display only NZ Post estimated shipping costs without generating labels or bookings, follow these steps: 1. Connect your NZ Post account within the app by navigating to **app -> settings -> carriers** and entering your NZ Post account credentials. 2. Ensure the account is set up correctly; if the ‘Production Key’ option is enabled, live shipping rates will be fetched. 3. At checkout, the app will display the NZ Post shipping rates calculated from your account details, allowing you to charge customers accordingly. 4. Do not activate any features related to courier booking or shipping label creation within the app. This ensures that the app will only perform rate lookups. 5. Export your order information from the app without attached courier details so that your ERP system can handle all label generation and shipment booking externally. This setup allows you to use the app solely as a rate calculator while managing shipment fulfillment outside of the app.

How do I ensure NZ Post shipping rates work correctly in the app without errors related to the shipping “From” address?

Ensure the “Shipping From” address in the app matches a valid, recognized NZ Post location. Common errors like ‘From Suburb does not exist’ or ‘From location does not exist’ occur when the suburb or city fields are inaccurate. For example, if your address is “34 Harris Drive,” make sure the suburb is correctly entered as “Silverdale,” the city as “Auckland,” the country as “New Zealand,” and the postcode is accurate (e.g., 0932). Double-check these details in the app’s shipping settings to avoid errors and enable the display of accurate shipping rates.

How do I find my NZ Post Account Number and Site Code needed for integration?

The NZ Post Account Number and Site Code are not accessible through the PluginHive app. To locate these credentials, you must directly contact the NZ Post customer support or account management team. They will provide you with the Account Number and Site Code tied to your account. Once you have obtained these details from NZ Post, you can use them to configure your account in the PluginHive app for shipment processing.

How do I find my NZ Post Billing Account Number required to set up the PluginHive app?

To obtain your NZ Post billing account number and site code, you first need to create an account with NZ Post. Once created, these details — your NZ Post billing ‘account number’ and ‘site code’ — will be assigned by your NZ Post account manager. If you cannot locate these details, you should contact your NZ Post account manager directly to receive your billing account information.

How do I fix the issue where customers are shown two shipping rates for NZ Post Local Towns or One Sector and Two Sector addresses?

To fix the issue of customers seeing two shipping rates for NZ Post Local Towns or sector-based addresses, implement the following: 1. Review and consolidate your shipping methods in your shipping configuration to prevent overlapping or duplicate methods from appearing. 2. Ensure that only one shipping method applies per address zone—either Local Towns or sector-based—by defining mutually exclusive shipping rules. 3. Check that the plugin or platform’s NZ Post integration is correctly mapping addresses to a single, correct shipping method rather than including multiple. 4. Adjust the settings so the system automatically applies the correct shipping rate for the destination zone without listing others. 5. Test these adjustments by placing orders with addresses from affected zones and confirm that only one, correct shipping rate is applied and displayed at checkout.

How do I resolve the NZ Post shipping label generation error stating “400002: You must enter an action for non-delivery for this service”?

This error occurs because the shipment request to the NZ Post API is missing a valid “action for non-delivery” instruction. The “parcel_details” array is returning “NONE” instead of a required value. To fix this: 1. Log into your PluginHive app. 2. Navigate to **Settings > Carriers > NZ Post > Other Details**. 3. Locate the field labeled **Instructions in case of Non-Delivery**. 4. Change the value from “NONE” to either **RETURN** or **DESTROY**, as per NZ Post’s accepted options and your requirements. 5. Save the settings. 6. Reprocess the affected shipment orders in the PluginHive app. 7. Attempt to generate the NZ Post shipping labels again. Ensure your choice of “RETURN” or “DESTROY” complies with NZ Post’s policy to avoid recurring errors. If the issue continues, verify your carrier settings or contact NZ Post support for further clarification.

How do I set up NZ Post with PluginHive if NZ Post does not provide an account number or specific credentials?

NZ Post typically provides an Account Number and Site Code to merchants based on certain criteria. To set up NZ Post in PluginHive, you should contact the NZ Post carrier team directly to inquire about obtaining these credentials. Once you have the account details, you can integrate them into PluginHive to process your shipments. Additionally, several merchants successfully use NZ Post accounts with PluginHive for shipment processing.

Is it possible to integrate an NZ Post account with the PluginHive Multi Carrier App without the Site Code?

No, the Site Code is a mandatory requirement along with the Account Number to add your NZ Post account to the PluginHive Multi Carrier App. It is not possible to bypass this requirement. If you have your Account Number and information on the number of orders processed per month via NZ Post, the PluginHive team can assist in contacting NZ Post to obtain the required Site Code for your account.

Is there a delay in setting up a new Carrier Rule and when do changes to show specific shipping services like NZ POST reflect at checkout?

Changes to Carrier Rules, such as restricting shipping methods to specific services, should normally update at checkout without significant delay. However, accurate rates will only display if the store is live and properly configured with correct stock locations and shipping profiles. Non-live stores or misconfigured inventory/locations can prevent updated rates from displaying correctly.

Is there a way to deactivate the PluginHive app temporarily while I set it up, and can I remove specific shipping options like some New Zealand Post services from showing at checkout?

Yes, you can control the visibility of shipping services without fully deactivating the app. To stop showing all New Zealand Post options at checkout, you can: 1. Remove the app rates from your Shopify Shipping Profile, which prevents these rates from appearing. 2. Alternatively, disable the carrier account within the app itself to hide its rates. 3. To selectively display only certain NZ Post services at checkout, go to **App Settings → Shipping Rates → Rate Automation → Edit Rule**. Under **Action Details**, select only the specific carrier services you want to offer. Save the updated rule to apply the changes. This approach allows you to customize service visibility without deactivating the entire app.

Once the Site Code is obtained, how is my NZ Post account integrated with the PluginHive Multi Carrier App?

After obtaining the Site Code, PluginHive’s support team will add your NZ Post account to the app on your behalf. Once integrated, you can start using NZ Post as a carrier through the app for shipping labels and order fulfillment. If you need any help with the app or integration, PluginHive also offers onboarding sessions via Zoom to guide you through setup and usage.

What factors determine which carriers and services show up at checkout for NZ Post shipments?

The shipping rates and available services from NZ Post are determined primarily by the following factors: 1. Package weight and dimensions (if dimensions are provided). 2. Origin and destination addresses for the shipment (shipping from and to locations). 3. The specific NZ Post services enabled in your rate automation rules. To check available services for a particular shipment: – Use the NZ Post website’s shipping calculator or create a test transaction with the exact package weight, dimensions, and “from” and “to” addresses you plan to ship between. – Compare the available services there with your current shipping rule settings. This will help ensure that services enabled in your system align with those actually available for your shipment criteria.

What information do I need to provide PluginHive support to facilitate obtaining a Site Code from NZ Post?

You should provide the following: – Your NZ Post Account Number – The monthly number of orders processed using NZ Post – The email ID registered with your NZ Post account – The email ID registered with your PluginHive Multi Carrier Shipping Label app (if different from NZ Post) Providing these details accurately helps PluginHive coordinate with NZ Post to retrieve the Site Code.

What should I check if I set up Carrier Rules to show only certain shipping services (e.g., NZ POST International Economy Tracked) but the rates do not display at checkout?

1. Ensure your Shopify store is live and capable of processing checkout transactions. 2. Verify that the inventory stock location matches the physical location from which orders are shipped. 3. In Shopify admin, set the correct shipping location (e.g., ‘Barkers Distribution Centre’) as the default location since shipping rates depend on the origin address. 4. Confirm that shipping profiles and location inventory are correctly set for the NZ location if shipping from New Zealand. 5. After updating locations and profiles, refresh the checkout to see the updated shipping rates. If these areas are not configured correctly, services like NZ POST may fail to show any rates.

What steps should I take if my NZ Post new USA service (Courier Select US) is not available through PluginHive after they confirm it’s supported?

If PluginHive indicates that the service is supported but you still cannot see it: 1. Verify your NZ Post account with NZ Post customer service to ensure the Courier Select US service is activated and included in your account’s available shipping options. 2. Confirm that in PluginHive’s Rates Automation rules, the “ALL” services option is selected to avoid filtering out new services. 3. Refresh or reconfigure your API integration settings in PluginHive to update available services. 4. If issues persist, provide PluginHive support with updated information from NZ Post so they can troubleshoot and assist with enabling the service in your store.

Where can I find my Account Number and Site Code for my NZ Post Business account to integrate with PluginHive?

To obtain your Account Number and Site Code for your NZ Post Business account, you need to contact your NZ Post Account Representative or the NZ Post Team directly. They are the authorized personnel who can provide these details to you. Even if you have a pay-as-you-go account instead of a credit account, these identifiers are typically assigned to your account by NZ Post. Reach out to them via their official customer support channels or your business contact point at NZ Post to request this information. Once you receive your Account Number and Site Code, you can proceed with the PluginHive integration setup.

Where can I find the ‘Site Code’ needed to set up and link my NZ Post account in the PluginHive app?

The ‘Site Code’ for your NZ Post account is not provided within the PluginHive app. You need to contact the NZ Post team directly to obtain both your Account Number and the Site Code. Once you have these details from NZ Post, you can enter them into the PluginHive app to set up and link your NZ Post account successfully.

Why are my NZ Post shipping labels showing as a failure with an “Invalid account number – MyNZPB use only” error when generating labels through PluginHive?

This error typically occurs due to issues with the NZ Post account configured in PluginHive. To resolve this, consider the following: 1. **Account Type Mismatch**: NZ Post differentiates between MyNZPostBusiness (MyNZPB) accounts and commercial/business accounts. Labels cannot be generated via third-party integrations using MyNZPB accounts. Ensure that the account you are using is a commercial/business account eligible for API use. 2. **Incorrect or Unlinked Account Number**: Verify that the account number entered in the PluginHive shipping configuration exactly matches the one provided by NZ Post specifically for API integrations. Any mismatch can cause label generation failures. 3. **API Access Restrictions**: Some MyNZPB accounts do not support label generation through external applications. Contact NZ Post to confirm if your account has the necessary API access for shipping label creation through third-party plugins like PluginHive. 4. **Next Steps**: Reach out to NZ Post support with the error details and your account information to clarify eligibility and API permissions. You can share the request and response XML from PluginHive with them for faster troubleshooting. By verifying your account type, ensuring the correct account number entry, and confirming API access with NZ Post, you can address this error and enable successful label generation.

Why are the shipping rates displayed on my website different and higher than the actual New Zealand Post rates?

This discrepancy usually happens due to incorrect or missing product weights in your Shopify store, which the PluginHive app uses to calculate shipping rates. For example: – Some of your products may have missing weight values (e.g., a product showing 0 Kg weight). In this case, the app defaults to a 1 Kg weight for that product, inflating the total package weight. – Since shipping rates are weight-based, an inflated weight results in higher shipping costs shown at checkout. To fix this: 1. Verify and update the accurate weight for each product directly in Shopify’s product setup. 2. After updating the weights, the app will use these correct values for calculations. 3. You can check the returned shipping rate requests and verify corrected rates using the app’s Request Logs. By ensuring product weights are accurate, the checkout shipping rates will more closely match the official NZ Post rates.

Why is my free shipping rate after $99 spent, set via Shopify, not applying at checkout when using PluginHive for NZ Post calculated rates?

The free shipping rate you configured for orders over $99 is managed entirely within Shopify’s native shipping settings and is not controlled by the PluginHive app. PluginHive handles live courier-calculated shipping rates (e.g., NZ Post), which operate separately from Shopify’s own free shipping configurations. To resolve the issue: 1. Verify that your free shipping rate over $99 is correctly set up in Shopify’s Shipping and Delivery settings. 2. Ensure that your shipping zones and conditions in Shopify allow free shipping to trigger appropriately at checkout. 3. Confirm that PluginHive’s live rates are not overriding or conflicting with Shopify’s free shipping settings—sometimes enabling carrier-calculated rates can affect free shipping rules. 4. If the free shipping still does not appear, contact Shopify support directly for detailed troubleshooting on Shopify’s native rate conditions. PluginHive support can assist with NZ Post live rate configurations but cannot control Shopify’s free shipping functionalities.

Why is the new NZ Post service “International Courier Select US” not appearing as a shipping option in my Shopify checkout via PluginHive?

The “International Courier Select US” service is a newly introduced NZ Post service that has not yet been fully integrated or returned by the NZ Post API for all merchant accounts in PluginHive. Although the service is visible and available on the NZ Post EShip platform, it may not automatically appear within your Shopify checkout because: 1. The NZ Post API may not be returning this new service option for your specific account. 2. PluginHive requires the service to be recognized and enabled in both the Carrier Services and Rates Automation configurations. To address this, you should: – Contact NZ Post directly to confirm and enable the “International Courier Select US” service on your merchant account. – Ensure all carrier services are selected in PluginHive’s Automation Rules to make all eligible services visible. – After confirmation from NZ Post, PluginHive can assist further in setting up this service on your store.

Why is the NZ Post shipping option not showing for larger carts with 3 or more items, while DHL is still available?

The NZ Post shipping option is likely not showing because the specific NZ Post service enabled, such as “International Economy Tracked,” is not available for those larger orders. This service may have restrictions based on package dimensions, weight, or destination that cause it to be unavailable. To resolve this, update the NZ Post shipping rule in your app settings (app → settings → shipping rates → rate automation) by enabling multiple or all NZ Post services instead of restricting to just one. This allows the system to display any available NZ Post service at checkout for different order sizes.

Why is the shipping price shown by the app higher than expected compared to NZ Post rates for a given parcel?

Shipping prices in the app are derived directly from your linked NZ Post account and reflect package details assigned within the app. If the price appears higher, it is often because the product lacks accurate weight and dimension data, so the app defaults to a standard weight (e.g., 1 kg) and small dimensions (e.g., 5x5x5 cm), which can inflate the cost. To prevent this, ensure each product in your store has the correct weight and dimensions entered so that the app can calculate shipping rates precisely.

Why might I see errors like “A source system returned the error 6: From Suburb does not exist” when using NZ Post services in the app?

Such errors usually indicate that the “From” address information entered in the app contains incorrect or unrecognized location data. To resolve this: 1. Verify that the suburb, city, postcode, and country are valid and exactly match official postal standards used by NZ Post. 2. Correct any typos or discrepancies in the submitted address fields. 3. Update the “From” address in the app settings to reflect these corrections. Once these details are accurate, the app should successfully retrieve shipping rates without location errors.

Why might only DHL rates display at checkout when my stock is at the Barkers Distribution Centre, but NZ POST rates do not show?

This issue usually occurs because the default shipping location is incorrectly set or inventory is not assigned properly to the location that corresponds to the desired shipping carrier services. To resolve this: 1. Confirm that the ‘Barkers Distribution Centre’ location is set as the default shipping location in Shopify under Settings > Locations. 2. Assign your product inventory stock to the ‘Barkers Distribution Centre’ location. 3. Set up shipping profiles to include NZ POST shipping methods from the default location. 4. After these changes, test the checkout again to verify if NZ POST rates appear alongside DHL. Without these settings, Shopify may default to using the incorrect origin or fail to fetch rates from carriers linked to the correct shipping location.

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