Have you correctly connected FedEx but you're facing some issues during label creation? Here's how you can fix them case by case:
To quickly correct your FedEx orders/shipments and resolve errors, follow these steps:
Go to the Orders section > Errors in the ShippyPro platform. Here, you will find a list of orders that have encountered errors and require your attention.
Identify the type of error in the Error Type column and review the Error Message for specific details.
Click on the "How to Fix?" button next to the error message to view a suggested solution.
Correct the error by clicking on the wrench icon to open the Order form, and then modify any incorrect or missing fields.
For further details, you can refer to the following article: Orders Errors and How to Fix Them
If you encounter a message before generating the labels, hover your mouse over the exclamation mark icon and read the error message displayed.
If you enter a total weight and ship outside the EU, ShippyPro divides the weight by the number of items and approximate it. The total doesn't match and FedEx shows up an error message.
You can solve it by increasing the total weight manually.
Not all Fedex service and package type combinations are supported, please ask FedEx which package you should use in combination with your service(s).
If you are shipping from the USA or Canada, please check if the dimensions you indicated for the parcel are all greater than 0 when converted to inches (each dimension should therefore have a minimum value of 3 cm).
X would refer to the problematic parcel that's causing the error (e.g. if the second parcel is not accepted, it would say "Package 2").
This error means that the package dimensions are not conforming with the limitations imposed by the carrier for that particular service. You can find more information on the FedEx General Parcel Guidelines at this link: https://www.fedex.com/content/dam/fedex/us-united-states/services/GrlPkgGuidelines_fxcom.pdf
When shipping packages containing more than one item with FedEx, pay attention to the weight: in the Parcels section, you need to add the total weight of the parcels, while in the details of the CN22 section, under "weight," you should enter the weight and unit price of each item.
The sum of the weights of the parcels and the sum of the weights of items in the CN22 must match.
The error is displayed if the "total weight" equals the sum of the weights of the products in the shipment. FedEx expects you to include packaging materials in the "total weight" field.
Try increasing the number in the "total weight" field and reprocessing the shipment.
in order to use the Freight service, the indicated weight must be greater than 68 kg per individual parcel or the parcel dimensions must correspond to a volumetric weight greater than 68 kg
Please note that the total parcel weight must be slightly higher than the sum of items' value declared in the CN22 as FedEx needs to consider also the package weight.
Reduce the total weight of the packages and individual items if a CN22 form is present.
The system detected an inconsistency between the declared package weight and the total weight of the items (unit weight × quantity). If the items weigh more than the package, the carrier will refuse the shipment.
Please verify the actual package weight (including packaging), check the item quantity, and update the order in ShippyPro ensuring the package weight is equal to or greater than the total item weight.
If you come across the error message "fault" after the shipment has been created, it means that we have received an item's quantity in the form of a decimal number (e.g. 1.5) instead of in the form of a whole number (e.g. 1). To correct the error, you will first have to verify that the quantity of items contains an integer number and then correct the shipment.
Fedex does not accept generic descriptions within the CN22 document.
A generic 'pants' will not be accepted, while 'Jeans Pants' will.
Ensure that each item in the order has a corresponding name that has been imported from the Marketplace.
If any item name is absent, please add it in the Marketplace and allow time for the order to be reimported with the complete data.
FedEx requires for customs info to be more detailed as possible within 35 characters, descriptions as "gift" should be avoided.
There's no minimum required, however FedEx may decide the description is incomplete if too generic.
FedEx has aligned with the European Commission’s regulations and now requires each order to include a detailed and specific description of the goods. Please update your order by providing a clear and compliant description both in the order details and in the CN22 details.
If you need guidance on how to correctly complete the item description, you can refer to:
If the issue persists, log into your profile and check if Preferences > Custom Value is enabled. If so, you can update the entered data or select another preference.
Also make sure not to select Order Numbers but to transmit one of the other options.
If you encounter this error it means that:
This error indicates that you need to fill in the B13A parameter, which is required by the carrier in these cases. You'll need to add the following Carrier Option:
Here are further details from the FedEx website on when the B13A is required: FedEx | System Down
Check if the total value of the order, the total in the CN22 and the Declared Value match.
If you encounter this error, try slightly increasing the TotalValue amount and then attempt the shipment again.
Customs documents are required for this shipment. If you need assistance on how to proceed, please feel free to contact our support team.
Check with your FedEx account manager or FedEx Support whether the selected currency is actually supported for the shipment type and service you are using.
If the recipient's country doesn't accept a shipment with value less than 1, you need to adjust the price of the order declared before shipping again.
This usually means that no commercial invoice (necessary for all international orders) has been uploaded - However, if this happens even you have uploaded the invoice correctly, try uploading your company logo in the Sender info section of your profile and do the same in your FedEx profile, making sure they match - Once this has been done, try correcting the order using the “Fix order” button.
This error message occurs when FedEx requires two mandatory electronic images to complete the shipment:
To fix this error and proceed with the shipment correctly, you need to upload these two images directly in the FedEx carrier configuration modal.
Here’s how:
📌 Image requirements:
Please note that only PNG and GIF formats are supported, with the following size limitations:
For shipments to some European destinations, FedEx may require the AWB document as a mandatory requirement, so try to remove this flag in the FedEx connection and re-elaborate the shipment:
If none of the above suggestion is helping and you are uploading your own ETD contact the Support Team and we will help you solve it
The error concerns the format of the uploaded document. Please try using a GIF format instead.
This error occurs when you select the "Generate Commercial Invoice" option in the connection modal and then upload the ETD documentation for the same shipment.
As these two options are not compatible, you need to:
The USMCA commercial invoice is only accepted for shipments originating from the United States (US exports).
Try to remove the flag "Avoid generation of AWB for intra-EU shipments"
If you cannot fix it, please contact our Support via chat or ticket.
If you are using the old Fedex connection, please connect Fedex v2 and upload there the Letterhead.
This error may refer to a wrong upload of your letterhead and/or signature. We suggest that you upload it again from the Carriers section, considering the following limitations:
If you are using the old Fedex connection, connect Fedex v2 and upload the signature.
Navigate to the Carriers section and ensure that the required documents are correctly uploaded in the FedEx connection settings "Upload a new PNG or GIF Image for the invoice's letterhead":
To prevent the creation of four labels for EU-to-EU shipments with FedEx, simply enable this checkbox within the Carrier connection settings:
Avoid generation of AWB for intra-EU shipments
The destination country does not accept the invoice generated through FedEx. Disable the configuration from the FedEx settings under Carriers > FedExv2 > Edit, and manually attach your own invoice to the shipment.
This is a PDF compatibility issue with the file generated directly by FedEx, which you may encounter with certain PDF viewers such as Adobe Acrobat and Microsoft Edge. Try opening the file with an alternative PDF viewer like Chrome or Firefox.
Document is Invalid is usually linked to a missing match between the first upload call and the actual shipping call.
What can I do to fix the issue?
As a first thing, verify here that the country you're shipping to supports ETD Documentation.
If it's not the case, check whether the same Document ID has been already used for other shipments.
We suggest you to contact your FedEx account manager in order to check your account settings and verify whether they have activated your API for Paperless shipments.
If you receive this error, our suggestion is to scan the file using an antivirus program. In case it does not work, to generate and upload a new file.
This error can occur for various reasons:
E.g.
Verify whether the “Paperless” option is enabled in your FedEx carrier connection under the Carriers section. If it is turned on, disable it and then reprocess the shipment.
If you are creating an international shipment, note that FedEx accepts a maximum of 5 ETDs. In case you uploaded more, try to merge them into a single PDF.
The flag "Avoid generation of AWB for intra-EU shipments”, in Carriers>FedExv2>Edit, cannot be activated for returns.
If you are processing domestic shipments, you may encounter this error for the following reasons:
If the error above is encountered for an international shipment with an ETD, please re-convert your ETD file, upload it again and delete the previous one.
Connect FedEx and your other carriers to the ShippyPro shipping platform and correct every order in error from the Orders > Errors section.
FedEx doesn't allow all special characters on the labels. To solve this error, you can cancel the special characters from the label request, paying particular attention to the Notes and Item Description field.
The maximum limit for FedEx is 35 characters.
Check if the recipient Province/State field is correct or simply remove it.
Check that the sender Province / State field is correct or simply remove it.
The length of the data carrier's note is too long, shorten it and re-elaborate the shipment.
If you are shipping to the United Kingdom, please ensure that the postal code you entered is correct. Note that there may be spaces between the digits in the postal code; do not remove these spaces.
Please reduce the length of Address 1 and Address 2 to a maximum of 35 characters in total.
If you encounter this error while shipping to the Canary Islands, please double-check your shipment details and ensure that you enter the following information correctly:
Check if the postal code field has been filled in and verify its accuracy.
FedEx does not accept phone numbers that begin with the digit 0, as they interpret these numbers as being less than 10 digits long.
Ensure that both the sender’s and recipient’s phone numbers include the correct country code prefix.
Remove the province from the sender's ‘state’ or ‘province’ field. Leave the field blank.
No, the carrier does not support Greek characters, only Latin characters
Check that the shipment’s postal code does not contain any special characters or double spaces.
If you're facing "Return: Number of packages exceeds maximum" with your Fedex shipments, here's why!
It's an issue concerning, as you can imagine, returns. Fedex in fact doesn't accept 2 packages for Returns.
You can always proceed to create a new manual return label for your shipment.
If you receive this error, the shipping service selected may not be available/allowed for the specific destination country in question. In this case, check directly with the courier for the most suitable shipping service for this destination or try selecting 'All Services' from the carrier connection modal (Carriers > FedEx > Edit > Service > “All Services”).
This error means you cannot edit an already created shipment, in this case please proceed and create a new shipment from scratch.
The error indicates that for the entered destination (e.g. Andorra) taxable shipments, i.e. anything other than document shipments, are not valid.
You can correct it by selecting the "FedEx International Priority" service instead of International Priority service
For this error you have 3 possible solutions:
Check if the service you are using is compatible with the shipment you are trying to create.
In case you are shipping via API make sure to select the specific service to be used both in the Carrier Connection and in the CarrierService parameter of the API call (All Services won't be accepted)
The service or some data might be incorrect.
How to resolve:
Some countries, like Malta and Croatia, don't accept the service reported in the error for Returns. Contact your Fedex referent for a valid alternative
The "Invalid Value in Service Type" error indicates that the selected FedEx service is either invalid or not supported for the chosen destination.
We recommend checking the following:
You need to contact your FedEx account manager and ask for a booking pickup number, which you have to insert in the Carrier Options "Booking Confirmation Number".
The Option is available only with the following shipping services: FedEx International Priority Freight, FedEx International Economy Freight, FedEx Regional Economy Freight
Note: Remember that if you ship via API, you can set this Carrier Option in the Ship call as follows:
{
"CarrierOptions": [
{
"name": "fedexv2booking_confirmation_number",
"value": "<insert a value here>"
}
]
}Please read the article How can I add Carrier Options to my shipments?
This error happens because Indirect Signature can only be requested for residential addresses. We recommend contacting FedEx and possibly shipping with this option directly with them.
If you experience this error, you are requesting the Cash on Delivery (COD) service. Please note that FedEx COD service is no longer available in USA and Canada and only partially available in the rest of the world. Contact your FedEx Account Manager to know more about this service.
If you experience this error, you are requesting insurance on a shipment. FedEx does not provide insurance. Alternatively, you can use FedEx Declared Value. Follow this link to know more about Declared Value.
If you have selected the Indirect Signature option, please ensure that the Carrier Option is also included:
{
"fedexv2receiver_address_type": {
"Receiver Address Type": "",
"Residential": "residential"
}
}Make sure you are using the FedEx v2 integration and select “Limited Quantities Commodities” under the Dangerous Goods Carrier Option.
The Point ID entered in the carrier option is not valid.
If you are shipping documents only, you will need to declare the field "CustomInfoContentsType": "documents" in your API call.
You can now specify the declared value for each parcel directly inside the parcels element of your SHIP request by adding the following attributes under each parcel’s Attributes object:
"parcels": [
{
"length": 5,
"width": 5,
"height": 5,
"weight": 10,
"Attributes": {
"declaredValue": 100.55,
"declaredValueCurrency": "USD"
}
},Add the declaredValue and declaredValueCurrency fields to each parcel for which you want to define a specific declared value.
Through that menu you can select a specific address as the destination for returns. For more information, we invite you to check out the article dedicated to the FedEx connection: How to connect FedExv2
Delivery to the selected point is not possible. Please check the weight and size restrictions for that point or collection point.
The collection point cannot receive parcels; it can only send them.
In case you obtain this error when booking a pickup with FedEx, please check whether the postal code has been correctly inserted and you used the right format. If all checks out, you should reach out to your FedEx representative to verify if you're authorized to organize pickups from the selected country.
Fedex allows pickup booking for parcels weighing more than 65kg only through their portal, so you will have to go to the courier's portal and book the pickup directly from there.
For pickup requests in Quebec and Newfoundland, the "State" field should be entered respectively as "PQ" and "NL" instead of their regular ISO codes (which would be QC and NF).
If you encounter this error while booking a pickup, check that the time selected for the pickup is within the local depot opening times and between the minimum and the maximum times provided for the pickup.
If you receive this error while scheduling a pickup, please ensure that your shipment complies with FedEx weight limits. If you are unsure, we recommend reaching out to your FedEx representative for clarification.
Explanation: Preparation time scheduled after the warehouse cut-off (check the exact times with the carrier).
How to fix: Update the time within the allowed range in the "PickupTime" and "PickupAfternoonMaxtime" fields.
The FedEx error indicates that it is too late to make changes online. Since the system cannot process updates or cancellations for requests related to previous days, you must contact FedEx customer service to cancel or reschedule your shipment.
If you ever happened to encounter Inactive customer account error message for a Fedex shipping we invite you to directly contact Fedex Customer Service in order to inform you about the origin of the issue.
Then, you can update your shipments on ShippyPro by clicking on Actions > Fix orders in error in bulk from Shipping Labels section.
The account being used may be associated with an expired credit card or have some other billing-related issue. Failure to keep the FedEx Account current may result in the account being placed on a "cash only" status.
Go in the Carrier section and remove the flag on the "test mode" option.
If you experience this error, you are trying to ship from a country not compatible with your FedEx account (e.g. you have a US account and you are trying to ship from a European country)
If this error occurs when the credentials are correct or have not been changed, please try to re-elaborate the order, as it might be caused by a slowdown on FedEx's end.
When trying to connect Fedex v2, if this message appears double check that the credentials, name and the address on ShippyPro correspond exactly to those present in the Fedex Account under the Billing address section.
FedEx Ground service is not authorized for this user by FedEx.
Verify that the Account Number entered in your FedEx connection is correct. Plus, if you are using the EXW Incoterm, also ensure that you enter a valid Account Number for the party you intend to bill for the shipment.
It means that the carrier cannot process this shipment because the account number is either:
To resolve this issue, please:
The carrier's server could be down. Please wait and try to fix the orders in error later.
This error indicates a temporary server down on the carrier side. Try to fix the order later on.
This error indicates a temporary server down on the carrier side. Try to reprocess the orders in error later.
Note: If the error persists on a specific shipment only, while others are being generated correctly, this means the FedEx server is unable to process that particular shipment (e.g., too many ETDs attached).
If you get this error on all your shipments during GetRates/carrier selection, it is possible that there is a momentary slowdown on the carrier side. Please try again later.
If you get this error during GetRates/carrier selection only on one/some specific orders, it is possible that the order contains special characters or combinations of characters (e.g. a specific word followed by brackets) that are blocked by the Carrier's firewall. Try removing all special characters or create a manual shipment from scratch.
It may be a temporary slowdown on the carrier's server; please try reprocessing the label.
If you experience the error while trying to book a pick up, please check back at a later time.
Please contact Fedex, it can be that the negotiated rates are not available. You could receive this answer from FedEx customer service:
Due to the integration of TNT with FedEx and for legal reasons, at this time no IT solution from FedEx allows you to access the prices.
We anticipate that during the first quarter of 2025, this functionality will become active.
If a shipment within Europe has a delivery date that is longer than the one specified in your contract or in the FedEx website, please check the “description” field:
If a shipment outside Europe has a delivery date that is longer than the one specified in your contract or in the FedEx website, please check the “description” field:
Additionally, please ensure that U.S. postal codes consist of 5 digits.
Rates and transit times are not available for the account number entered. Please contact your local FedEx Customer Service.
FedEx does not return any tax data (VAT, etc.) for Extra-EU shipments. These costs will then be added by the courier on the payment invoice.
This inconsistency arises because FedEx does not always provide this information in their API rate responses. As a result, aligning our rates with those on the FedEx platform is not possible, as we do not have access to the necessary data. We show 1 day by default if we do not get the transit time from FedEx.
Most FedEx shipping errors come from a handful of causes: weights that don't match between the parcel and the CN22, vague or missing commodity descriptions, address fields over 35 characters or with special characters, missing commercial invoice images or ETD files, and services that aren't available for the chosen destination.
Go to Orders > Errors, check the Error Type and Error Message, click "How to Fix?" to see the suggested solution, then use the wrench icon to open the order and correct the missing or wrong fields.
FedEx follows European Commission guidance and rejects generic descriptions such as "gift" or "pants". Use a specific description in English, within 35 characters, both in the order details and in the CN22.
FedEx expects the total parcel weight to include packaging, so it must be slightly higher than the sum of the item weights declared in the CN22. Increase the total weight and reprocess the shipment.
On international shipments it usually means more than 5 ETD files were attached, so merge them into a single PDF. A "SYSTEM.UNEXPECTED.ERROR - GENERAL FAILURE" message instead points to a temporary issue on FedEx's side, so try again later.
FedEx accepts a maximum of 35 characters for the street lines, so shorten Address 1 and Address 2 or split the address between the two fields.
The Total Sales field in the order and the Unit Value in the CN22 don't match, or the declared value is below the minimum of 1 €. Align the values and correct the shipment.
The selected service may not be allowed for that origin and destination. Check with FedEx which service fits, try selecting "All Services" in the carrier connection, remove extra options, and make sure the packaging type matches the shipment weight.
No. FedEx does not provide insurance, but you can use the Declared Value carrier option instead, including a declared value per parcel when you ship via the ShippyPro API.
Only PNG and GIF files are supported. The letterhead must be 700x50 pixels and the signature 240x25 pixels, each with a maximum size of 60 KB.
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