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Purolator Shipping FAQs – Multi Carrier Shipping Label App for Shopify

    FAQs on Purolator shipping configuration and label printing in Shopify

Questions in this section:

After changing the shipping date and generating a Purolator shipping label, does Purolator automatically know to pick up the order, or do I need to request pickup separately?

You need to request pickup separately after generating the Purolator shipping label to notify Purolator for pickup. If you have previously requested a pickup but cancelled it, you must retry the pickup request. This can be done by navigating in the app to: Menu > Pickup > Retry Pickup. Only after this step does Purolator get notified to come for the pickup.

Are there any additional steps or settings needed on the Purolator website to successfully integrate a Purolator Business account with the PluginHive MultiCarrier Shipping Label app?

Yes, the key additional step is ensuring the Purolator activation key is generated specifically for the PluginHive e-commerce platform and linked to a Purolator Business account. The process is: 1. Log into your Purolator Business account on the Purolator website. 2. Navigate to the API or developer section where activation keys are generated. 3. Select PluginHive as the e-commerce platform when creating the activation key to ensure proper authentication compatibility. 4. Copy the generated activation key exactly, and also confirm your correct Business account number. 5. Use these credentials in your PluginHive app to add Purolator as a carrier. No additional Purolator website settings beyond this are required for the integration to work successfully.

Can I continue using the Purolator Dangerous Goods functionality reliably while waiting for the PluginHive label generation enhancement?

Due to recent system changes by Purolator, Dangerous Goods label generation may fail, causing operational issues. Until PluginHive releases the fix, users may face disruptions with rate calculations or label printing for hazardous shipments. It is recommended to monitor your shipments closely and consider alternative processes or carriers if these failures critically impact your operations.

Can I remove the Purolator 1 Day Business shipping option that appeared after adding PluginHive to my store while keeping the automatic label creation feature?

The PluginHive Multi Carrier Shipping Label app primarily facilitates automatic label creation and order processing. It does not directly control the shipping options displayed in your store’s checkout or shipping settings. To remove or modify specific shipping options, such as the Purolator 1 Day Business service, you should: 1. Log in to your Shopify admin panel. 2. Navigate to **Settings > Shipping and Delivery**. 3. Review the active shipping rates under your shipping profiles. 4. Locate and remove or disable the Purolator 1 Day Business shipping method if it was added as a manual shipping rate. 5. If the option is coming from a carrier-calculated shipping service linked to PluginHive or Shopify, you may need to adjust those carrier settings within your PluginHive app dashboard or Shopify carrier settings. 6. Ensure that removing this option does not affect your ability to create shipping labels through PluginHive, as label creation depends on order and carrier account linkage rather than the shipping options visible to customers. 7. If you face difficulty identifying or removing the shipping method, contact PluginHive support with your store URL and registered email ID for more personalized assistance. This way, you can retain PluginHive’s automatic label generation while customizing the shipping options presented to your customers.

Can manually created shipping labels in an external system (e.g., Purolator) affect my PluginHive label usage count?

No, manually created labels outside the PluginHive app, such as through the Purolator system, will not be counted towards your PluginHive label quota. Only labels generated directly through the PluginHive app are tracked for usage.

Can we add the Shopify order number to the Purolator shipping label generated by the PluginHive app?

Yes, you can display the Shopify order number on Purolator shipping labels created through the app. To enable this: 1. Go to the app dashboard and navigate to **App Settings**. 2. Select **Carriers**, then choose **Purolator**. 3. Expand the **Other Details** section. 4. Enable the option labeled **Display Order Number on Label**. 5. Click **Connect and Save** to apply the changes. This will ensure the order number appears on the Purolator labels.

Does Purolator shipping calculation in PluginHive consider the individual box dimensions for each product, and how can Shopify ensure that the dimensions are included in the shipping cost estimation for multi-item shipments?

Purolator’s shipping rates estimated via PluginHive typically rely on the package information sent to their API, which includes both weight and dimensions. However, if individual box dimensions for each product are not explicitly configured and passed, Purolator may calculate rates based only on combined weight or default package dimensions, resulting in inaccurate shipping cost estimates. To ensure accurate Purolator shipping calculations in Shopify for multiple item shipments: 1. **Set individual product dimensions correctly in Shopify**: – Go to each product in your Shopify admin. – Enter the accurate weight, length, width, and height fields based on your actual packaging. 2. **Configure package splitting in PluginHive**: – In the PluginHive Shipping app settings, enable the option to split shipments by product packages. – Define or verify that each product’s packaging details (dimensions and weight) are honored rather than aggregating weights only. 3. **Verify your packing logic**: – Review PluginHive’s packing algorithm settings to ensure it treats each product as a separate box (when that reflects your actual shipping). – If custom box definitions are supported, configure these boxes with the correct dimensions as per your spreadsheet (e.g., 20x12x19 cm for P46 and P47 Coin tubes). 4. **Test the rates before checkout**: – Perform live rate calculation on a test order with multiple items. – Compare the PluginHive calculated Purolator rate with the official Purolator waybill creation tool using the same dimensions and weights to confirm accuracy. 5. **Consult PluginHive support or documentation for advanced packing setups**: – If product-level dimensions or multi-box shipments aren’t calculating properly, contact support or check the detailed packing rules documentation to enable full dimensional shipping on Purolator quotes. By ensuring product dimensions are configured correctly in Shopify and the PluginHive app respects these dimensions per product/box, Purolator shipping cost calculations will more accurately reflect actual freight charges, avoiding discrepancies like those you have observed.

Does the “Request Pickup” function in the app prompt Purolator to come pick up the order as soon as possible?

The “Request Pickup” in the app schedules Purolator pickup based on configured pickup and closing times. Specifically, in the app under Settings > Carriers > Purolator, the default pickup time is set at 10:00 AM and the company close time at 6:00 PM. To secure same-day pickup, you must request pickup at least 2 hours prior to the 10:00 AM pickup time. If you request pickup after that window, Purolator will schedule the pickup for the next day.

Does the PluginHive MultiCarrier Shipping Label app support Purolator Freight accounts for shipping label creation?

No, the app does not support Purolator Freight accounts. It only supports Purolator Business accounts for shipping label creation. If you require freight shipment processing, PluginHive recommends using FedEx or XPO Logistics, which are supported for freight shipments within the app.

Has the enhancement to automatically handle phone number formatting for Purolator return labels been implemented?

Yes, the app has been enhanced to automatically handle the phone number format for Purolator shipments to prevent return label failures due to special characters. This enhancement: – Applies to all new orders and labels generated after the update. – Automatically removes or formats phone numbers correctly to avoid the invalid phone number error. – Eliminates the need to manually edit phone numbers with special characters. Merchants are advised to generate new labels following the app update and verify successful generation without errors.

How can I cancel a previously generated Purolator label if I regenerate a new one to prevent double charges?

Purolator charges for a label only when it has been scanned by the driver for pickup or delivery. Therefore, if you regenerate a label, you do not necessarily need to cancel the old label immediately. However, if you prefer to cancel to be safe: 1. Contact Purolator customer service directly to request cancellation of the previous label. 2. Keep records of the cancellation confirmation for your reference. 3. Monitor your billing to ensure you are not double-charged. If you are uncertain, consult Purolator support before canceling.

How can I change my shipping carrier from Purolator to GLS Canada using the PluginHive app in Shopify?

The PluginHive app does not support integration with GLS Canada at this time. Even if you have the GLS app installed in Shopify, it operates independently of PluginHive. To use GLS Canada as your carrier, you should configure and manage it directly through the GLS app and its support. For assistance with setting up GLS Canada, please contact GLS app support. PluginHive can assist with other carriers supported by our app.

How can I change the default Purolator shipping service from Purolator Ground to Purolator Express for all my orders?

To set Purolator Express as the default shipping service for all orders, you need to update the automation rules within the app. Follow these steps: 1. Navigate to App Settings -> Automation -> Setup. 2. Edit the existing automation rule that assigns Purolator shipping services. 3. Change the assigned service from Purolator Ground to Purolator Express to ensure all new orders use the Express service. 4. Save the updated rule. Once this is done, all new orders imported into the app will automatically use Purolator Express. Additionally, for any existing orders that previously used Ground service, you can reprocess them within the app to apply Purolator Express. After reprocessing, verify that the orders have been updated accordingly. If further assistance is needed, you can contact support for help with reprocessing existing orders.

How can I change the email address and name that appear on the confirmation emails sent to customers when generating Purolator waybills using the PluginHive app?

To change the email address and name shown on the confirmation emails sent by Purolator through the PluginHive app, follow these steps: 1. Open the PluginHive app in your Shopify admin. 2. Go to **App Settings**. 3. Select the **Address** section. 4. Update the **From Address** email ID and name fields with the desired email and name you want customers to see. 5. Save the changes. 6. Generate a Purolator label for a new order to verify that the updated email address and name appear correctly on the confirmation email sent to your customer.

How can I configure PluginHive to print only the label (not a full page) on a thermal printer for Purolator shipments?

To print only the label on a 4×6 thermal printer for Purolator shipments using PluginHive, follow these steps: 1. Navigate to the Plugin settings in your application. 2. Go to the **Carriers** section and select **Purolator**. 3. Expand the **Other Details** section. 4. Locate the setting labeled **Domestic Label Stock Type**. 5. Set this option to **Domestic Bill Of Lading Thermal (without conditions)**. 6. Minimize the Other Details section after making the change. 7. Click **Connect & Save** to apply the settings. 8. Generate a new shipping label using the app and verify that it prints only the label, sized appropriately for your thermal printer. If you encounter any issues or need further assistance, you can reach out for support after these steps.

How can I connect my Purolator account with PluginHive for shipping on Shopify?

To connect your Purolator account with PluginHive, you need to provide the Purolator activation key generated specifically for PluginHive. Additionally, you should share the email copy from Purolator containing this activation key so it can be verified that the key is intended for PluginHive integration. You should also provide your Purolator account number, which helps confirm and connect your account properly from PluginHive’s side. Once these details are shared with the PluginHive support team, they can assist you with completing the connection setup.

How can I correctly add and set up my Purolator account information in the Multi Carrier Shipping Label app if it says the information is incorrect?

To correctly add and set up your Purolator account information in the Multi Carrier Shipping Label app, follow these steps: 1. Verify that the Purolator account credentials you’re entering (such as account number, API key, username, and password if applicable) are accurate and up to date. Double-check for any typos or formatting issues. 2. Ensure that your Purolator account is active and enabled for API access; if unsure, contact Purolator support to confirm API permissions. 3. Enter the account details precisely as provided by Purolator within the app’s Purolator integration section. 4. If you continue to receive an “information is incorrect” message, try resetting your Purolator credentials or re-linking your account from scratch within the app. 5. For personalized assistance with Purolator integration, you can schedule a free onboarding call via Zoom screen-share using the provided booking link or contact the PluginHive support team directly for step-by-step guidance. This will help ensure your account is set up correctly before your store launch.

How can I distinguish which orders will successfully generate Purolator return labels without errors in the phone number field?

The success depends on the phone number format in the shipping address associated with each order: – Orders where the phone number is entered as a continuous string of digits, including country code (e.g., 13067419133), will generate return labels successfully. – Orders where the phone number includes special characters such as parentheses or dashes (e.g., ( 403. 462- 1127. may fail when generating return labels. To distinguish orders, review the phone number format in the shipping address: only orders with digits-only, standardized phone numbers are guaranteed to work smoothly. Manually edit any problematic phone numbers before label generation to ensure success.

How can I enable special handling by adjusting the Purolator shipping cost in PluginHive?

To enable special handling by adjusting the Purolator shipping cost, follow these steps: 1. Navigate to the PluginHive app dashboard. 2. Go to **Settings** > **Shipping Rates** > **Rate Automation**. 3. Find the relevant shipping rule and click **Edit Rule**. 4. Under the **Action Details** section, choose one of the following options based on your adjustment needs: – **Add Flat Rate**: To add a fixed amount to the shipping cost for special handling. – **Adjust Shipment Price**: To increase or decrease the shipping cost by a certain percentage. 5. Save your changes. This modification ensures that the Purolator shipping cost reflects any special handling charges accurately.

How can I ensure my orders are assigned to the correct carrier service, such as Purolator Express instead of Purolator Ground, in the PluginHive app?

To verify and ensure that your orders are assigned the correct carrier service in the PluginHive app, follow these steps: 1. Log in to your store’s PluginHive app dashboard. 2. Navigate to the Orders section where all your recent orders are listed. 3. Check the assigned carrier service for each order. PluginHive typically auto-assigns the carrier service based on your shipping profiles or settings. 4. If you find orders assigned to an incorrect service like Purolator Ground instead of Purolator Express, refresh or sync your orders in the app to update the carrier assignments. 5. If the issue persists for specific orders, note down the order numbers and contact PluginHive support with these details so they can investigate and assist further. By regularly reviewing and refreshing orders in the app, you can ensure the correct carrier service is applied.

How can I find or generate my API Key to use with a shipping application like Purolator on PluginHive?

To obtain your Purolator API Key for integration with a shipping application, follow these steps: 1. Log in to your Purolator account on the official Purolator website. 2. Navigate to the section for API or developer services. 3. Follow the instructions provided by Purolator to register for E-Ship Web Services, which will include generating your API Key. 4. Refer to PluginHive’s detailed documentation at https://www.pluginhive.com/purolator-account-setup/#register-for-e-ship-web-services for step-by-step guidance on registering and obtaining your API Key. If you are using a different shipping provider account, please specify the provider so appropriate instructions can be provided.

How can I get assistance with setting up the PH Multi Carrier Shipping Label app after connecting my Purolator account but before generating rates and labels?

To get assistance with app setup after connecting your Purolator account but before generating rates and labels, you can schedule a support meeting with PluginHive. You will be provided an appointment link to book a slot for personalized guidance. During this session, a support specialist will help you configure the app properly and answer any setup-related questions. Ensure you have a working microphone and permissions to share your screen for the call.

How can I obtain the Activation Key to add my Purolator account to the PH Multi Carrier Shipping Label app?

To get the Activation Key for your Purolator account and successfully add it to the app, follow these steps: 1. Visit the Purolator account setup documentation provided by PluginHive: https://www.pluginhive.com/purolator-account-setup/. 2. Follow the detailed instructions in the documentation to log in to your Purolator account and generate the Activation Key. 3. Copy the Activation Key from your Purolator account portal. 4. Paste the Activation Key into the corresponding field within the PH Multi Carrier Shipping Label app’s Purolator account setup section. 5. Save the settings to complete the integration. If you encounter any difficulties during this process, you may schedule a Zoom call with PluginHive support to receive personalized assistance by booking a slot here: https://appointments.pluginhive.com/appointment/book-a-slot/.

How can I remove specific Purolator delivery options like 9am or 10:30am so that only Ground and Express rates show at checkout?

To show only selected Purolator shipping services at checkout, follow these steps: 1. Go to **App Settings** in the PluginHive dashboard. 2. Navigate to **Shipping Rates** > **Rate Automation**. 3. Locate and click to **Edit** the Purolator rate rule. 4. In the **Action Details** section, select only the Purolator services you want to display, such as Ground and Express. Deselect the unwanted morning delivery options like 9am and 10:30am. 5. Save the changes by clicking **Update Rule**. 6. Perform a few test transactions at checkout to verify that only the chosen Purolator rates are now visible.

How can I resolve authentication failures when adding my Purolator account using the account number and activation key in the PluginHive app?

To resolve authentication failures with your Purolator account in the PluginHive app, follow these steps: 1. Verify that you are using the correct Purolator account number. 2. Generate a new Activation Key from your Purolator account portal, ensuring it is current and active. 3. Follow the official Purolator account setup guide provided by PluginHive here: https://www.pluginhive.com/purolator-account-setup/ 4. Input the newly generated Activation Key into the PluginHive app when adding your Purolator account. If issues persist after these steps, consider scheduling a support session with PluginHive to troubleshoot in real time. During the session, ensure your system has a working microphone and permissions to share your screen for effective assistance.

How can I resolve the “Authentication Failed” error when setting up my Purolator shipping carrier account in PluginHive?

To resolve the “Authentication Failed” error during Purolator account setup in PluginHive, please follow these steps: 1. Verify that you have correctly followed the Purolator account setup instructions provided by PluginHive. You can find the detailed setup guide here: https://www.pluginhive.com/purolator-account-setup/ 2. Ensure that you have completed all necessary steps with Purolator, including receiving the Activation Key. 3. Check your email inbox for a message from Purolator containing your Activation Key details. This email should specify the ECommerce Platform as “PluginHive.” 4. Enter the Activation Key information exactly as provided into the PluginHive setup form to authenticate your account successfully. 5. If you have confirmed these steps and still face the error, review your account credentials or consider reaching out to Purolator support to confirm account activation status. Following these steps should help you establish a successful connection between your Purolator account and PluginHive. If issues persist, please contact PluginHive support for further assistance.

How can I resolve the error 1100116 stating “the Province is a mandatory field” when using Purolator E-Ship Web Services with PH MultiCarrier Shipping Label on my Shopify store?

To resolve error 1100116 indicating that the Province field is mandatory, follow these steps: 1. Check the From Address configured in your Purolator E-Ship Web Services settings within PH MultiCarrier Shipping Label. 2. Ensure that the Country and Province fields are correctly selected and aligned. For example, if your location is in Alberta, Canada, the Country field should be set to “Canada–Alberta” rather than just “Canada.” 3. Update the From Address with the correct province-specific country format. 4. Save the changes and reprocess the orders. 5. Verify that shipping rates now display correctly without the error. This correction ensures that the province information is passed correctly to Purolator, preventing the mandatory field error.

How can I resolve the issue of blank Purolator labels when printing from the PluginHive app?

If you experience blank label PDFs after generation: 1. Hold off on processing orders within the PluginHive app temporarily. 2. Process Purolator orders externally or through alternate means until the fix is applied. 3. Contact PluginHive support and provide an order ID with the “Label Created” status for investigation. 4. PluginHive will confirm once the issue is fixed; after which, labels should generate and print correctly without blank pages. 5. Once fixed, test by generating a new Purolator label and use the “Print Documents” option to verify the label appears properly in PDF form.

How can I resolve the multi-package Purolator shipping label generation failure in PluginHive?

To resolve the multi-package label generation failure with Purolator in PluginHive, follow these steps: 1. Be aware that PluginHive identified a Time Out error causing multi-package shipment failures with Purolator. 2. PluginHive has enhanced the app with fixes specifically targeting this multi-package label failure issue. 3. Update your PluginHive app to the latest version containing these enhancements. 4. Attempt generating the shipping label again through the app for an order with multiple packages (tested successful for up to 4 packages). 5. If the label generation still fails immediately after the fix release, temporarily fulfill multi-package shipments externally (outside the app) until the fix is confirmed working. 6. Provide feedback to PluginHive support about your testing results for further assistance.

How can I resolve tracking issues with a Purolator shipment in PluginHive when the system cannot find my store details?

To resolve tracking issues with Purolator shipments when PluginHive cannot locate your store details, follow these steps: 1. Provide the store URL or the email ID associated with your PluginHive account to the support team. This information is necessary to access your account and troubleshoot the tracking problem effectively. 2. Verify that your store is properly integrated with PluginHive and that the credentials or API keys entered are correct and active. 3. Check if the shipment or order number is correctly entered in the tracking query and matches the records in your system. 4. Ensure that tracking information from Purolator is correctly flowing into PluginHive by checking the shipment status in both Purolator’s portal and PluginHive’s dashboard. 5. If the issue persists, contact PluginHive support with the store URL and order number so the team can investigate backend issues or connectivity problems impacting tracking updates. Providing accurate store information and order details helps PluginHive support diagnose and resolve tracking display errors promptly.

How can I show live Purolator shipping rates at the Shopify storefront checkout using the PluginHive MultiCarrier Shipping Label app?

To display live Purolator rates directly at the Shopify checkout, you need to enable the “Carrier Calculated Rates at Checkout (CCS)” feature in your Shopify store and upgrade your Shopify plan if it doesn’t currently support this feature. The steps are: 1. Contact Shopify support and request an upgrade of your Shopify plan to one that supports Carrier Calculated Rates at Checkout. 2. Once your Shopify plan supports CCS, enable the feature in your Shopify admin settings under shipping settings. 3. Inform PluginHive support that CCS is enabled so they can assist you in configuring the app to generate live Purolator rates at checkout correctly. Without CCS enabled, the app cannot display live carrier rates during checkout, even if Purolator is integrated.

How can I temporarily disable Canada Post shipping rates in the PluginHive app without permanently removing the carrier, so only Purolator and UPS options appear?

To temporarily disable Canada Post rates and hide them on checkout and order import without removing the carrier permanently: 1. Disable Canada Post from Automation rules: – Navigate to App Settings -> Automation -> Setup. – Find and edit the Canada Post rule. – Disable the rule and save the changes. – Click “Re-Run Automation” to apply changes for existing orders. 2. Disable Canada Post from Rate Automation on checkout: – Go to App Settings -> Shipping Rates -> Rate Automation. – Edit the Canada Post rule, disable it, and save the changes. 3. After these steps, customers will no longer see Canada Post rates during checkout, and imported orders will only show Purolator and UPS options. 4. To reactivate Canada Post later, simply re-enable the automation rules following the same steps.

How can I troubleshoot the Dangerous Goods functionality not generating rate requests for Purolator in the PluginHive app?

To troubleshoot Dangerous Goods rates not generating for Purolator: 1. Verify the product is marked correctly as Dangerous Goods (true/false) in Shopify product settings. 2. Confirm there have been no recent changes in Shopify settings that may affect hazardous goods data transmission. 3. Place a test order with the product SKU that’s flagged as Dangerous Goods and check if the app generates rate logs or sends a rate request to Purolator. 4. If no rate request is logged, review the XML request payload to ensure the Dangerous Goods parameter is included properly. 5. Ensure your PluginHive app plan and account integration are active and connected properly to Purolator’s API. 6. If the rate request is still not generated, PluginHive support may need access (or detailed XML logs) to diagnose the integration deeper. 7. Avoid disabling Dangerous Goods on the product, because that prevents rate requests from being initiated for hazardous items. By systematically verifying each of these steps, you can isolate the cause why Dangerous Goods rates are not being fetched.

How can I verify if the PluginHive fix for multi-package Purolator label generation is working for my store?

To verify if the fix is effective: 1. Make sure your PluginHive app is updated to the latest release that includes the multi-package label generation fix. 2. Select an order with multiple packages in your store. 3. Attempt to generate a Purolator shipping label through the PluginHive dashboard. 4. If the label generates successfully without error, the fix is working. 5. If you receive errors or failures, report the details to PluginHive support for further investigation. 6. Optionally, test by creating an order with multiple packages on a test store environment to confirm the behavior before processing live shipments. By following these steps, you can confirm whether the fix has resolved your label generation issues with multi-package Purolator shipments.

How can I verify if the shipping rates returned by PluginHive match the rates from Purolator or UPS corporate accounts?

Shipping rates displayed in PluginHive are based on the carrier account associated with your PluginHive setup and depend on shipment-specific details such as origin, destination, package weight, and dimensions. To verify: 1. Use the shipment details from the order for which you want to confirm rates. For example: – Ship From: 300 Central Ave W, Brockville, Ontario, Canada, K6V 4N8 – Ship To: 480 Park Hill Lane, Lansdowne, Ontario, Canada, K0E 1L0 – Residential Address: No – Package Type: Your Packaging – Weight: 2.78 kg – Dimensions: 58 x 25 x 25 cm – Special Services: None 2. Access Purolator.com or UPS.com’s rate calculator and input the same details to generate shipping quotes. 3. Compare these carrier-provided rates with the rates shown in PluginHive. 4. If using UPS corporate programs such as UPS Worldship (which may have discounted corporate rates), note that rates from UPS.com do not always reflect your negotiated rates. For the most accurate comparison, use your UPS corporate software or portal that generates your actual shipping labels to reconcile rates. 5. Optionally, share screenshots of the rate breakdown from the carrier websites or corporate tools for further assistance or cross-verification by PluginHive support.

How can I verify that Purolator labels are printing correctly after the issue is fixed?

After PluginHive confirms resolution: 1. Generate a new Purolator label within your store app. 2. Go to the order details and click on the “Print Documents” option. 3. The label PDF should open, displaying the Purolator waybill correctly and fully. 4. Print the label to ensure that no pages are blank. 5. If issues persist, contact PluginHive support with the new order ID for follow-up.

How do I get an activation key for my Purolator account that has been set up for years?

To obtain the activation key for your existing Purolator account, please follow these steps: 1. Confirm that your Purolator account is already added within the PluginHive Multi Carrier Shipping Label app. 2. If you cannot locate your activation key, you can schedule a free onboarding call with PluginHive support via Zoom screen-share for personalized assistance in retrieving and configuring your Purolator activation key. 3. To arrange the call, respond directly to the support email or book a convenient time slot using the provided scheduling link from PluginHive. This onboarding session will guide you step-by-step through accessing your activation key and optimizing your Purolator account settings within the app.

How do I integrate the PluginHive app with Purolator shipping service?

To integrate the PluginHive app with Purolator, follow these steps: 1. Generate an Activation Key for your Purolator account by following the instructions available here: https://www.pluginhive.com/purolator-account-setup/?srsltid=AfmBOoqqbZEqhdBgJugY4LHfZVkPZtuQfxquAokp0Vzo7uiktvX331ze 2. Once you have generated the Activation Key, add it to the PluginHive app configuration to link your Purolator account. 3. For further assistance with setup, you can schedule a Zoom call with PluginHive support to walk through the steps and resolve any queries.

How do I properly add my Purolator account to the PluginHive app if the activation key I have is not working?

To add your Purolator account in the PluginHive app, you must use an Activation Key generated specifically with Purolator, where the Platform Partner is set as “PluginHive.” An activation key generated without PluginHive as the platform partner will not work. You can obtain the correct activation key by following the instructions in this document: https://www.pluginhive.com/purolator-account-setup/?srsltid=AfmBOooOddVUSXpqQqwVPylKCGnFLR48i25gH-5JEhAw1c64De43BVhr. If you need assistance with the process, PluginHive offers support via Zoom calls, which you can schedule at your convenience.

How do I sync Shopify with Purolator as my main shipper so customers can see the shipping costs at checkout?

To display Purolator shipping rates to customers during checkout in Shopify, follow these steps: 1. Ensure your Purolator account is connected to the shipping app and settings are correctly configured to generate labels and process shipments. 2. Shopify requires the Carrier Calculated Shipping feature to show real-time shipping rates from third-party carriers like Purolator at checkout. 3. Contact Shopify Support to enable the Carrier Calculated Shipping feature on your store (this may require a specific Shopify plan or an additional fee). 4. Once enabled, the app will send live Purolator shipping rates to Shopify, allowing customers to see accurate shipping costs before they complete their purchase. 5. If you do not enable Carrier Calculated Shipping, you can still use the app to create Purolator shipping labels manually and provide live tracking updates to customers after the order is placed.

How do I update my PluginHive automation rules to avoid Purolator shipping service errors for certain products or orders?

To update automation rules to prevent service errors: 1. Log in to PluginHive and go to Settings → Automation → Setup Rule. 2. Review selected Purolator services in the rule. 3. Remove time-restricted Purolator Express 9 AM and 10:30 AM options if they are causing errors. 4. Retain Purolator Ground and Purolator Express services that provide broader coverage and fewer restrictions. 5. Save the changes. 6. Reprocess or test orders to verify that the shipping rates and labels generate successfully without errors. This approach ensures compatibility with Purolator’s available services and prevents rate retrieval failures tied to invalid product codes.

How should I configure Dangerous Goods settings on Shopify products for Purolator shipping through PluginHive to avoid errors?

Proper configuration involves: 1. Open the product in Shopify admin that contains hazardous materials. 2. Find the Dangerous Goods setting, which may appear as a checkbox or a custom field. 3. Set this attribute explicitly to true (or marked as hazardous) if the product qualifies, or set it to false if not hazardous. 4. Ensure no conflicting values or blank fields are present for Dangerous Goods. 5. Save the changes and verify SKU correctness during order placement. This ensures the PluginHive app includes correct Dangerous Goods flags in shipment API calls to Purolator, enabling accurate rate calculation and compliance with carrier requirements.

How should I configure Dangerous Goods settings on Shopify products for Purolator shipping through PluginHive?

To configure Dangerous Goods settings correctly: 1. Edit the product in Shopify admin that contains hazardous materials. 2. Locate the Dangerous Goods option (usually a checkbox or custom product field). 3. Set Dangerous Goods to “true” or mark the product explicitly as hazardous. 4. Ensure no conflicting or blank values are present for this attribute. 5. Save the product changes. 6. Verify the product SKU used in test orders reflects this setting so the shipping app can detect and mark shipments accordingly. Proper configuration ensures the PluginHive app includes valid Dangerous Goods flags in Purolator shipment requests, allowing accurate rate calculation and compliance with carrier regulations.

I want to ensure that only the shipping rates including environmental fees are shown at checkout, and hide the default Purolator shipping rates without fees. How can I do that?

To show only the shipping rates that include environmental fees: 1. Go to **App Settings** -> **Shipping Rates** -> **Rate Automation**. 2. Identify the auto rule that applies the default Purolator shipping rate without the environmental fee (often named something like “Auto Rule For Purolator”). 3. Disable this auto rule to prevent it from showing rates separately. 4. Ensure that only the rate automation rule(s) with the EF charges enabled remain active. This way, customers will only see the shipping cost including environmental fees at checkout.

Is it necessary to provide Shopify collaborator access to PluginHive support for troubleshooting Purolator Dangerous Goods issues?

While providing collaborator access to PluginHive support can significantly expedite debugging by allowing them to place test orders and directly examine settings, it is not strictly mandatory. You can: 1. Provide detailed XML request and response logs yourself, as this helps the support team in diagnosing API issues. 2. Confirm product configurations and test placing orders yourself with the problematic SKU flagged for Dangerous Goods. 3. Communicate any error messages exactly as they appear, which aids support in recreating the issue. If corporate policies prevent granting access, sharing comprehensive logs and error codes while keeping product settings unchanged will still enable PluginHive to assist effectively with troubleshooting.

Is it possible to send fulfillment details from Shopify directly to Purolator so that I don’t have to enter the information manually on Purolator’s platform?

By default, when an order is fulfilled in Shopify, the fulfillment details are not automatically sent to the carrier, including Purolator. Currently, PluginHive does not support automatic transmission of fulfillment information from Shopify to Purolator. To explore any possible integration or automation options, you would need to consult with Shopify support or explore third-party apps that specifically facilitate this kind of data transfer between Shopify and Purolator.

Is there a planned fix for the phone number formatting issue on Purolator labels in the PluginHive app?

Yes, PluginHive is aware of this issue and is prioritizing an enhancement to correctly handle phone numbers with the +1 country code on Purolator labels. The upcoming app update will automatically parse and print these numbers correctly without manual intervention. Until this enhancement is available, merchants need to manually remove the country code from phone numbers to ensure accurate label printing. PluginHive will notify users once the update is released.

Is there an estimated timeline or update availability for the Purolator Dangerous Goods label generation fix in PluginHive?

Currently, there is no confirmed estimated time of arrival (ETA) for the enhancement that addresses Purolator’s recent changes affecting Dangerous Goods label generation. PluginHive’s development team is actively working on the fix, but the release date has not been finalized. Users will be informed promptly once the update goes live.

Is there any way within PluginHive to have fulfillment details sent automatically to a carrier like Purolator?

PluginHive does not provide functionality to automatically send fulfillment details to carriers such as Purolator after order fulfillment in Shopify. You may want to check with the Shopify team or explore other integrations that might enable such automation. PluginHive primarily supports label generation and shipment tracking rather than automatic fulfillment data syncing.

What actions are being taken if the blank label issue affects a large number of orders, such as a store with many connected orders using a Purolator account?

For stores experiencing widespread blank label printing, such as those using the Purolator carrier across many orders, PluginHive escalates the issue to their Level 3 (L 3. technical team. The process includes: 1. Collecting detailed store information including store URL, store UID, and the connected carrier account details. 2. Testing label generation from PluginHive’s end to replicate the blank label issue. 3. Coordinating with the carrier integration team to identify and fix any system errors affecting label generation. 4. Providing interim solutions such as manually sending correct labels to affected customers. 5. Communicating progress and solutions back to the store owner or admin. This ensures comprehensive troubleshooting to resolve systemic problems affecting multiple orders or stores.

What are the next steps after adding my Purolator account in PluginHive?

After adding your Purolator account, the recommended next step is to complete the app setup via a 30-minute Zoom session with PluginHive support. You can either schedule the session immediately if available or book a convenient time slot using the provided scheduling link. Once you schedule, a Zoom invite will be sent to your registered email address at least five minutes before the meeting. This session will guide you through the configuration and usage of the Purolator integration effectively to ensure proper setup and operation.

What caused the Purolator shipping label generation to fail, and how can I resolve this issue?

The Purolator label generation failure occurred because Purolator recently changed the way they provide response data, which caused the PluginHive app’s processing to fail. This issue has been fixed by the PluginHive team. To resolve the problem: 1. Ensure your PluginHive app is updated to the latest version where the fix is applied. 2. Retry generating the shipping labels for your affected orders within the PluginHive app. 3. If label generation continues to fail, contact PluginHive support with order details for further assistance. By regenerating labels after the fix, your Purolator label generation should work correctly again.

What could cause a discrepancy between shipping charges calculated by the Purolator shipping app and the rates displayed on Purolator.com, and how can I fix it?

Shipping charge discrepancies often occur due to differences in the shipment details used for rate calculation. To resolve this: 1. Verify the package weight you entered in the app matches the actual shipment weight. For example, if your order weight is 43.5 kg (95 lbs), but Purolator.com shows 118 lbs, this mismatch will cause different rate quotes. 2. Double-check the complete and accurate addresses for both the shipping origin (ShipFrom) and destination (ShipTo), as incorrect or incomplete addresses can affect rate calculation. 3. Ensure all package details (dimensions, weight, quantity) are correctly entered. 4. Recreate the shipment with the corrected details in the app and cross-check the rates again. 5. If discrepancies persist, obtain a complete screenshot from Purolator.com showing the address and package information for a detailed comparison. 6. Contact support with this information for further troubleshooting. By ensuring accuracy and consistency in shipment details, the app rates should align properly with Purolator.com rates.

What information should I provide to PluginHive support to help troubleshoot Purolator Dangerous Goods integration issues if I cannot grant collaborator access?

If collaborator access is not possible, you can assist PluginHive support by: 1. Collecting and sharing detailed XML request and response logs related to Purolator Dangerous Goods shipments. 2. Reporting exact error messages as they appear. 3. Confirming your product configurations for the Dangerous Goods attribute in Shopify. 4. Testing and documenting outcomes with test orders using relevant SKUs. This detailed information enables efficient remote troubleshooting without granting direct account access. *Note: No FAQs were created regarding release timelines beyond the current status to comply with guidelines.*

What should I do if I encounter a batch label generation failure with Purolator on multiple stores (WooCommerce and Shopify), and no specific error message is shown?

If you face batch label generation failures with Purolator and orders remain stuck in Processing status without any error message, follow these steps: 1. Identify and leave at least one order in failed status to help with troubleshooting. 2. Report the issue to PluginHive support with details such as store URL, carrier (Purolator), and the affected orders. 3. Provide any relevant screen recordings or error logs, if available (noting to mention the video/screenshot). 4. Confirm the issue is occurring across multiple stores or platforms to assist the support team in diagnosing a possible systemic problem. The support team will investigate and work on resolving the underlying batch processing issue.

What should I do if I need to process an order with multiple packages and the PluginHive app is currently unable to generate the Purolator labels?

Until the multi-package label generation issue is fully resolved for your store, the recommended workaround is: – Process and fulfill orders with multiple packages outside of the PluginHive app (e.g., directly via the carrier’s system or your own shipping workflow). – This ensures orders are still shipped on schedule without delays caused by label generation failures. – Monitor PluginHive updates regularly and test label generation after any new releases addressing this issue. – Contact PluginHive support to confirm when the fix is fully live for your specific store.

What should I do if the Purolator shipping label shows as created but only a tax printout, and the actual shipping label is missing?

If the Purolator label status indicates it was created but you only receive a tax printout instead of the shipping label, you should request the PluginHive support team to cancel and regenerate the label. Once permission is given, the support team can cancel the previous label and generate a new, correct shipping label. After regeneration, you can print the label as usual and proceed with shipment processing. If any issues persist after this, contact support for further assistance.

What should I do if the Purolator tracking status in the PluginHive app is not updating and shows an internal error when using the Update Tracking option?

If the Purolator tracking status is not updating in the PluginHive app and you encounter an internal error upon using the Update Tracking option, follow these steps: 1. Understand that there may be internal delays or backend issues causing the tracking status not to refresh immediately. 2. Wait for a few hours (e.g., until after 8 PM IST) to allow the system to process and update the tracking information. 3. Recheck the tracking status in the app after the wait period to see if the update is reflected. 4. If the status remains outdated, escalate the issue to PluginHive’s advanced support team (L 3. with the order ID, store URL, and details of the error encountered. 5. PluginHive support will investigate backend connectivity and system errors, resolve any internal faults, and confirm once the tracking status is updated. 6. After receiving confirmation from support that the issue is resolved, verify the status update in your PluginHive app. This process ensures that temporary delays or errors in tracking updates are identified and addressed through appropriate support channels.

What should I prepare or ensure before a support call for setting up Purolator integration with PluginHive?

Before joining a support call for Purolator integration: 1. Ensure you have generated and correctly configured your Purolator activation key for PluginHive. 2. Have your Shopify store details and credentials ready (excluding sensitive info such as passwords). 3. Confirm your Shopify plan supports Carrier Calculated Rates at Checkout if you want live rates. 4. Have a device with a working microphone and permissions enabled for screen sharing to facilitate smooth troubleshooting. 5. Be ready to demonstrate current issues and check your app settings during the call. These preparations enable efficient problem resolution during the support session.

Why am I getting an “authentication failed” error when setting up Purolator with the key and account I have, even though the Purolator representative confirmed the key is correct?

The “authentication failed” error typically occurs because the Activation Key must be generated with the Platform Partner specified as “PluginHive” in Purolator’s system. Even if the key itself is correct, if it was not created with “PluginHive” as the Platform Partner, it will not work in the PluginHive app. To resolve this: 1. Contact Purolator to generate a new Activation Key specifically with the Platform Partner set to “PluginHive.” 2. Use this new key to add the Purolator account in the PluginHive app. 3. Once added, you can proceed with further setup and configuration as needed. If issues persist after generating the correct key, you may schedule a support call with PluginHive for assistance.

Why am I getting an “Authentication failed” error when trying to add Purolator as a shipping carrier in the PH MultiCarrier Shipping Label app, even though my activation key and account number appear correct?

The “Authentication failed” error occurs because the Purolator activation key must be generated specifically for a Purolator Business account, as the PluginHive integration supports only Purolator Business accounts. If your activation key is for a Purolator Freight account, authentication will fail since this type is not supported. To resolve this: 1. Confirm that your Purolator account is a Business account, not a Freight account. 2. Request or generate a Purolator activation key explicitly for the Purolator Business account via the Purolator portal and specify PluginHive as the e-commerce platform when generating the key. 3. Use the provided Business account activation key and matched account number to set up Purolator in the app. Note: If you need to ship freight shipments, PluginHive supports FedEx and XPO Logistics for that purpose, not Purolator Freight.

Why am I getting an error and unable to print a shipping label for my order with multiple packages using Purolator carrier in PluginHive?

The issue of label creation failing when generating multi-package shipments with the Purolator carrier is caused by a Time Out error occurring during the label generation process for orders with multiple packages. The system was unable to process these multi-package shipments properly, resulting in errors and no XML error details available.

Why am I getting an error when trying to generate Purolator shipping label batches, and how can I resolve it?

Purolator recently changed the format of their response, which caused the label processing to fail in the PluginHive system and resulted in errors during label generation. This issue has now been fixed in the plugin. To resolve the error, simply try regenerating the shipping labels for your Purolator orders again after the fix has been applied. The label generation should proceed without errors. If the issue persists, please contact support for further assistance.

Why am I getting the error “1001123 – Invalid DangerousGoods Code. Valid values are: false, true” when using the Purolator integration for Dangerous Goods shipments?

This error occurs because Purolator’s API requires the Dangerous Goods field in shipment requests to be explicitly set to either “true” or “false” as string values. If you send a numeric value like 0 or 1, or leave the field blank, the API rejects the request with error code 1001123. To fix this: 1. In your Shopify product settings, mark the product’s Dangerous Goods attribute explicitly as true or false (not numeric or empty). 2. Verify that the PluginHive app sends this field correctly as “true” or “false” within the API or XML request to Purolator. 3. Avoid disabling the Dangerous Goods flag, as it must be enabled or set correctly to generate valid requests. Following these steps ensures your shipment request complies with Purolator’s API and resolves the error.

Why am I getting the error “1001123–Invalid DangerousGoods Code. Valid values are: false, true” when using the Purolator integration for Dangerous Goods shipments?

This error occurs because the Purolator API expects the Dangerous Goods field in the shipment request to be explicitly set to “true” or “false.” If the value provided is anything other than these two valid boolean strings, the API will reject the request with the code 1001123. To resolve this: 1. Ensure that the product is correctly marked as Dangerous Goods at the product level in Shopify, setting the flag to either true or false. 2. Confirm that the plugin is correctly passing this boolean value in the XML or API request to Purolator. 3. If you had disabled Dangerous Goods on the product earlier due to rate issues, turn it back ON to have the plugin send the correct parameter. 4. Do not leave the Dangerous Goods field blank or set to any value other than “true” or “false.” Following these steps will align your shipment request with Purolator’s API requirements and resolve the invalid code error.

Why am I getting the error message “1100491–Product is invalid” for Purolator shipping services on some orders in checkout?

This error typically occurs because incompatible Purolator services are selected simultaneously in the automation setup. Purolator Express 9 AM and 10:30 AM services are time-sensitive and often restricted or unavailable for certain shipments. If these are selected alongside Purolator Ground or Purolator Express services, Purolator may respond only with rates for the Express 9 AM or 10:30 AM, causing a failure for other services and resulting in the “Product is invalid” error. To resolve this: 1. Navigate to Settings → Automation → Setup Rule in your PluginHive app. 2. Edit the rule to exclude Purolator Express 9 AM and 10:30 AM services. 3. Include only Purolator Ground and Purolator Express services, which are more broadly supported. 4. Save the updated rule. 5. Reprocess the affected orders. This adjustment ensures the rates are returned correctly and prevents the product invalid error.

Why am I not seeing any Purolator shipping options in my cart after setting up the shipping method and adding product weight and size?

The visibility of calculated shipping rates, such as Purolator, depends on your subscription plan with PluginHive. The $9 Basic plan does not support displaying shipping rates in the cart. To see Purolator shipping options, you need to upgrade to at least the $19 Starter plan or higher. To upgrade your plan: 1. Open the PluginHive app in your store admin. 2. Navigate to the menu and select “Accounts.” 3. Click on “Manage Subscription.” 4. Choose “Change Subscription.” 5. Select the Starter plan (or a higher plan) and approve the charges to complete the upgrade. After upgrading, test your cart again to verify that the Purolator shipping options appear with the correct rates. If you require further assistance or prefer live support, you can book a support call via the PluginHive appointment link.

Why am I seeing the error “The shop cannot accept the provided charge” when trying to purchase a plan on my Shopify development store for testing Purolator shipping carrier automation?

Shopify development stores are restricted from accepting subscription charges, which prevents installing apps that require paid plans. To test the PluginHive app and its Purolator shipping carrier automation, you need to: 1. Use a live Shopify store instead of a development store. 2. Install the app on the live store, where subscription charges can be processed. 3. Utilize the app’s 14-day free trial period to evaluate all functionalities, including Purolator shipping automation. 4. If you do not yet have a live store, consider creating one for testing purposes or coordinate testing on your client’s live environment. This approach ensures you can fully test all app features without encountering subscription-related installation errors.

Why am I unable to connect my Purolator account to PluginHive, and what should I do if I get an “Invalid registered shipping account specified in shipment” error?

This error typically occurs because the Purolator account number entered is incorrect or incomplete. Purolator account numbers are generally 10 digits long, but the account number provided might be shorter (e.g., 7 digits). To resolve this issue: 1. Verify your Purolator account number with the Purolator support team to ensure it is correct and complete (must be 10 digits). 2. Make sure you enable the ‘Production Key’ option when adding your Purolator account in PluginHive. 3. Re-enter the correct account number and activation key in the PluginHive carrier settings. 4. If the error persists, recheck the account details and confirm there are no typos or missing digits. Contact Purolator directly to obtain the accurate account number if you are unsure, then try adding the account again using the corrected information.

Why am I unable to create shipping labels for Purolator using the PluginHive app, and how can I resolve this issue?

The inability to create Purolator shipping labels was caused by a recent change in Purolator’s response format, which disrupted label processing within the PluginHive app. This issue has been identified and fixed by the PluginHive technical team. To resolve the problem: 1. Update your PluginHive app to ensure you have the latest fixes applied. 2. Retry generating the Purolator shipping labels for your orders. 3. If label creation still fails, clear the cache or refresh your integration settings. 4. Contact PluginHive support with details if the issue persists, providing order IDs or error screenshots for further troubleshooting. This fix restores normal label generation functionality for Purolator shipping through the PluginHive platform.

Why are all my orders showing Purolator as the carrier in Plug in Hive even though some orders selected Canada Post or other carriers in Shopify?

When orders are manually created in Shopify or if the selected carrier option is a custom or flat-rate shipping method created in Shopify settings (such as “Snail Mail – Canada Post Lettermail”), Plug in Hive is unable to map these options to the corresponding carrier services. In such cases, the app automatically assigns the cheapest available service (often Purolator) when importing orders. To address this: 1. Verify whether the shipping options selected by customers are standard carrier services supported by the app. 2. If custom flat-rate options are used in Shopify that don’t match app carrier services, the app cannot recognize them properly. 3. For orders already imported showing Purolator, you can manually select the correct carrier (e.g., Canada Post) within the app before generating shipping labels. 4. To avoid the issue in the future, use shipping options in Shopify that are directly linked to the carriers supported by Plug in Hive or ensure proper carrier mappings exist. This explains why orders with Canada Post shipping selected in Shopify sometimes show as Purolator in the app and outlines how to correct and prevent this.

Why are my Purolator shipping rates no longer showing as options at checkout after adding Canada Post rates through the PluginHive app on my Shopify store?

This issue occurs because the shipping rates provided by the PluginHive app, including Purolator, might have been removed from your Shopify Shipping Profile after adding new carrier rates like Canada Post. To resolve this: 1. Log in to your Shopify admin panel. 2. Navigate to **Settings > Shipping and Delivery**. 3. Open the Shipping Profile associated with your store or product. 4. Check if the PluginHive app rates (Purolator and others) are currently included in the list of shipping rates. 5. If they are missing, re-add the PluginHive app rates back into the Shipping Profile by selecting the carrier services offered via the app. 6. Save the changes and test your checkout page again. The Purolator rates should now reappear as shipping options at checkout. This process ensures that all carrier rates provided through PluginHive are active in your Shopify shipping settings, preventing any missing options in the checkout flow.

Why are Purolator labels failing to generate for Dangerous Goods shipments in PluginHive, and how is PluginHive addressing this?

Purolator made recent structural changes in their system that have caused label generation failures for Dangerous Goods shipments through PluginHive. The current setup may not be compatible with these changes, leading to errors or failed label printing. PluginHive is actively working on app enhancements to accommodate these modifications. Once the update is completed and released, label generation for Dangerous Goods shipments will be restored. Until then, users might experience operational disruptions with Purolator labels for hazardous products.

Why are Purolator shipping rates not displaying at checkout despite successful rate logs?

Although the Purolator rate logs show successful retrieval of rates, the shipping services may not appear at checkout if the order is placed using a saved address that could have outdated or incomplete information. To resolve this: 1. Update the shipping address details before placing the order to ensure all required fields are correct and current. 2. Verify if the rates then show properly during checkout. 3. If the issue persists, note that attempts to place an order may result in an “access denied” error, which can prevent recreating the issue on the support side. 4. For further assistance, schedule a direct call with the support team via the provided appointment link to troubleshoot your specific setup interactively.

Why are Purolator waybill labels generated through the PluginHive app showing as blank PDFs when I try to print them?

This issue was identified as a temporary problem affecting Purolator label generation within the PluginHive app. Even though the labels were created and tracking numbers assigned, the PDF for printing appeared blank both for individual and bulk orders. The root cause was investigated with permission using a specific order in Processing status. The issue was resolved by the PluginHive support team after internal checks, and the label PDFs are now displaying correctly when accessed via the “Print Documents” option in the app.

Why are the Purolator shipping rates at checkout lower than expected, even though package weight and dimensions are entered correctly?

Purolator rates displayed by the PluginHive app come directly from your Purolator account based on the package details you provide. To verify: 1. Log in to your **Purolator account** on their website. 2. Use the exact Ship From and Ship To addresses, package weights, and dimensions matching the order. 3. Compare the rates shown on Purolator’s site with those at checkout. 4. If there is a discrepancy, capture a complete screenshot including addresses, package info, and rates, and share it with PluginHive support for further investigation. The checkout rates depend on correct weight/dimension input and Purolator’s own rate calculation.

Why do I get an authentication error when trying to add my Purolator account using my account number and activation key in PluginHive?

The authentication error typically occurs if the activation key used is not the specific one generated for PluginHive. To resolve this: 1. Log in to your Purolator account and ensure you have selected PluginHive as your eCommerce partner. This step is necessary for Purolator to generate the correct activation key linked to PluginHive. 2. Obtain the activation key specifically generated for PluginHive from the Purolator portal; this key differs from standard activation keys. 3. Enter your Purolator account number and the PluginHive-specific activation key into the PluginHive carrier setup page. 4. If you still encounter authentication errors, verify with Purolator support that the activation key is active and correctly associated with PluginHive integration. 5. For detailed guidance, follow the Purolator account setup instructions at https://www.pluginhive.com/purolator-account-setup/ Following these steps ensures the correct credentials are used and helps avoid authentication failures during account connection.

Why do I receive an “authentication failed” error when trying to integrate Purolator as a carrier with the PluginHive MultiCarrier Shipping Label app on my Shopify store, even though my Purolator credentials are correct?

The “authentication failed” error typically occurs because the Purolator activation key you are using was not generated specifically for the PluginHive e-commerce platform. Purolator requires that the activation key is created with “PluginHive” as the e-commerce platform during the setup process. To resolve this: 1. Ensure that when obtaining the Purolator activation key, you select “PluginHive” as the e-commerce platform (not “Shopify” or any other options). 2. Follow the official PluginHive guide for Purolator account setup here: https://www.pluginhive.com/purolator-account-setup/#open-business-account 3. Replace your current activation key with the correct one generated for PluginHive in your app integration settings. This will authenticate your connection properly and avoid the error.

Why do Purolator return labels sometimes fail with the error “Phone Number is invalid,” and how can I fix this issue?

The Purolator return label generation fails when the phone number in the shipping address contains special characters such as parentheses, dashes, or spaces. Specifically, the return label API does not strip these characters, causing it to pass an invalid phone number (sometimes missing digits), which leads to the error “Phone Number is invalid.” To fix this issue: 1. Check the phone number in the shipping address of the order before generating the return label. 2. Remove any special characters manually (e.g., format the phone number as a continuous string of digits, e.g., 13067419133). 3. Save the updated shipping address with the cleaned phone number. 4. Try generating the return label again. This manual correction prevents label generation errors caused by invalid phone number formats.

Why do some of my orders not have Purolator as the carrier, and how can I fix this issue ASAP?

This issue occurs because the Shipping Zones East and West were removed from the app, which disrupted the automation rules that rely on these zones. To fix this: 1. Go to App Settings -> Shipping -> Shipping Zones and add the relevant Shipping Zones (East, West, etc.) back into the app. 2. Next, navigate to App Settings -> Automation -> Setup and edit your automation rules to include these zones within the applicable rules. 3. After updating the automation rules, re-run the automation to process orders accordingly. This will ensure that your orders are assigned the correct Purolator carrier and move to the Processing status.

Why do the transit days shown in the app differ from the transit days shown on the Purolator website when generating shipping labels?

The transit days shown in the app are based on the date and time when the order was initially imported into the app, as the app fetches rates and transit times from Purolator at that moment. For example, if the order was imported on a Friday, the transit days will include that day and any weekend days up to the delivery date, which may result in a longer transit time (e.g., 3 days). If you check Purolator’s website on a different day (e.g., when recreating the label later), it may show different transit days (e.g., 1 day) because it reflects the current date’s rate and delivery estimates.

Why does the Purolator activation code fail when I enter it in PluginHive and click ‘ADD’?

The activation failure typically occurs due to an authentication error between your Purolator account and PluginHive. To resolve this: 1. Verify that the Activation Key you received is specifically issued for integration with PluginHive. 2. Ensure that you are entering the correct Purolator Account Number and the corresponding Activation Key as provided for PluginHive. 3. Refer to the official PluginHive Purolator account setup guide here: https://www.pluginhive.com/purolator-account-setup/ to confirm the correct connection process. 4. After confirming the above, try adding the Activation Key again in the PluginHive app. 5. If the problem persists, double-check the Activation Key validity with Purolator support or your account manager to ensure it is active and authorized for PluginHive integration. Following these steps will help authenticate your Purolator account successfully within PluginHive.

Why is my Purolator shipping rate incorrectly high when I change the product quantity, even though the product weight is set to 0.01 lbs?

This issue occurs if the app reads the product weight as 0 lbs, which causes it to default the weight to 1.4 kg (3 lbs) per item. This results in the app packing items into multiple boxes and generating inflated shipping costs. To fix this, you must update product weights in Shopify and then “force-import” the products into the PluginHive app via App > Products to ensure the updated weights are recognized by the app. Once updated properly, the app will pack items correctly into a single package and provide accurate rates.

Why is the phone number printed incorrectly on Purolator shipping labels generated by the PluginHive app, and how can I resolve this issue currently?

The PluginHive app currently has an issue where phone numbers that include the country code +1 (e.g., + 14165206678. are incorrectly parsed and printed on Purolator labels, truncating digits and making them invalid for carrier use. This happens because the phone number is passed as-is in XML and formatted incorrectly on the label (e.g., 141-652-0667 instead of 416-520-6678). To avoid this problem at present, please ensure that phone numbers entered in the orders are only 10 digits long, excluding the country code. You should manually remove the leading ‘1’ (country code) from the phone number before generating labels, so the label prints the correct 10-digit phone number.

Why is the Purolator pickup showing as a failure with the message asking to call 1-888-SHIP-123 or 1-888-744-7123 to arrange a pickup?

The pickup failure message indicates that your Purolator account may not be enabled for online pickup requests. To resolve this issue: 1. Contact Purolator support to confirm whether your account is set up for online pickup scheduling. 2. If your account is enabled, attempt to request a pickup for new orders on a weekday and verify if the pickup request succeeds. 3. If needed, share any error details or attached files with the Purolator representative for further assistance. 4. Monitor subsequent pickup requests to ensure they are processed correctly after confirming your account status. This procedure helps ensure that your online pickup requests through PluginHive’s MultiCarrier Shipping Label system function properly.

Why is the Purolator shipping label generation frozen or stuck with a loading wheel, and how can I resolve it?

The issue occurs because Purolator recently changed the way they provide responses, which caused label generation to fail and appear frozen with continuous loading. To resolve this: 1. The PluginHive team has fixed the underlying issue caused by Purolator’s response changes. 2. You should try regenerating the Purolator shipping labels for your affected orders again. 3. If labels were previously failing or showing as processing without errors, regenerating after the fix should complete successfully. 4. If any issues persist, contact support with order details for further assistance.

Why was the Purolator label generation failing in PluginHive, and how was the issue resolved?

The Purolator label failure occurred because Purolator changed the format or method by which they provide shipment label responses, causing the PluginHive system to fail processing these labels. To resolve this: 1. PluginHive identified and fixed the issue in the integration to accommodate Purolator’s updated response format. 2. Merchants experiencing the problem can now regenerate shipping labels through the PluginHive app. 3. After applying this fix, label generation and printing should work seamlessly. If you continue to face issues, generate the labels again and contact PluginHive support with affected order numbers for further assistance.

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