Troubleshooting 3PL Billing in ShipHero

This article covers common issues with 3PL Billing in ShipHero — fees not charging, bills not generating, ad hoc charges not appearing on invoices, and fee configuration errors.

For help setting up billing profiles and fees, see How to Create a 3PL Client Billing Profile and Overview: 3PL Billing Fees. For carrier reconciliation errors, see Overview: Carrier Reconciliation in 3PL Billing.

Table of Contents

• Known 3PL Billing Limitations
• Fees Not Charging to a Client
• Error: "Invalid fee, conflicts with existing fee(s)"
• Flat Fee Not Visible on the Billing Dashboard
• Ad Hoc Charge Not Appearing on Invoice
• Ad Hoc Charge Not Saving
• Ad Hoc Charge Updated in One Place but Not the Other
• Carrier Reconciliation Tracking Number Mismatch

Known 3PL Billing Limitations

Fees Not Charging to a Client

If a fee is configured but not appearing on a client's bills, check the following:

• Billing profile is not assigned to the customer. A fee only charges if the billing profile it belongs to is assigned to the customer. Go to 3PL Billing > Customers, select the customer, and confirm a billing profile is assigned in the Billing Settings section.
• Customer is not added to the warehouse. After linking a billing profile, the customer must also be added to the warehouse. If the customer is missing from the warehouse, fees will not trigger.
• Wrong profile assigned. If the customer has multiple warehouse connections, confirm the correct profile is assigned to the specific warehouse where the orders are fulfilling.
• Export billing on tally is enabled. If Export billing on tally = Yes is set on the customer account, the bill exports as soon as it reaches draft status. Verify the fee was active on the profile before the bill moved to draft.

Error: "Invalid fee, conflicts with existing fee(s)"

This error appears when you attempt to add a fee that has the same trigger or criteria as an existing fee on the billing profile.

To resolve it, go to the billing profile's Fees tab and review the existing fees for the relevant fee type. Identify which fee has an overlapping trigger — for example, two shipment fees both set to apply to all orders with no qualifying condition. Adjust or remove the conflicting fee so that no two fees share the same trigger criteria, then save.

Flat Fee Not Visible on the Billing Dashboard

Flat rate shipment fees do not appear in the 3PL Billing dashboard view. This is a known limitation. To verify a flat fee was applied, export the bill as a CSV — the flat rate charges will be included in the export.

Ad Hoc Charge Not Appearing on Invoice

Ad hoc charges added from a work order are sent to the 3PL Billing portal only after the work order status is updated to Done or Complete. If the charge is not appearing on an invoice:

• Work order not yet closed: Confirm the work order has been marked Done. Charges are not sent to billing while the work order is still open or in progress.
• Invoice generated before work order was closed: If the billing cycle closed before the work order was marked Done, the charge will not appear on that invoice. It will be included in the customer's next generated invoice.
• Wrong warehouse: If you operate multiple warehouses, confirm you are viewing the customer's billing page for the same warehouse where the work order was completed.

Ad Hoc Charge Not Saving

• Insufficient permissions: Only users with Billing or Admin permissions can add ad hoc charges. Confirm your user role includes one of these permissions.
• Work order is in Done or Completed status: Ad hoc charges cannot be added to a closed work order. To add a charge, reopen the work order, add the charge, then re-close it.

Ad Hoc Charge Updated in One Place but Not the Other

Ad hoc charges added via the work order page do not sync with the 3PL Billing portal after the work order is closed. If you edit or delete a charge on the work order page, that change does not automatically update in the billing portal, and vice versa.

To keep records consistent, apply any edits or deletions manually in both the work order page and the customer's Current Ad-hoc Charges section in 3PL Billing.

Carrier Reconciliation Tracking Number Mismatch

ShipHero matches reconciliation rows to shipments using the tracking number and the selected carrier. Mismatches can occur in the following cases:

• Carrier uses last-mile tracking numbers: Some carriers, including those using USPS for last-mile delivery, may show a tracking number in their invoice that differs from ShipHero's internal shipment record. Check the Alternate Tracking Number column in the Shipments Report for a match.
• DHL eCommerce shipments: ShipHero stores the USPS tracking number for DHL eCommerce shipments and saves the Remote Shipment ID as an Alternate Tracking Number. Use the Alternate Tracking Number when reconciling DHL eCommerce invoices.
• Wrong carrier selected in the reconciliation module: ShipHero only matches tracking numbers from labels created with the selected carrier. If the wrong carrier is selected, no matches will be found. Reupload the file with the correct carrier selected.
• Duplicate uploads: If the same file is uploaded in separate jobs, ShipHero will not deduplicate across jobs and will create duplicate charges. Review the job status list and contact ShipHero Support if duplicate records need to be removed.

For full reconciliation upload guidance and error resolution, see How to Reconcile Carrier Bills in 3PL Billing.