Endicia (USPS) return labels and account connections in ShipHero have specific limitations, and some errors need a manual fix when they come up. Use this reference to identify and resolve common Endicia errors quickly.
For setup help, see Connecting an Endicia (USPS) Account to ShipHero
Table of Contents
- Known Endicia Limitations
- Troubleshooting Endicia PassPhrase Errors
- Troubleshooting Endicia Pay-On-Use Return Label Errors
Known Endicia Limitations
Pay-On-Use return labels are USPS return labels that only charge your account when a customer uses them to ship a return. The table below lists known limitations for Endicia (USPS) return labels and account connections in ShipHero.
| Limitation | Detail |
|---|---|
| APO/FPO/DPO return labels | Return labels are not supported for military addresses. |
| Pay-On-Use availability | Pay-On-Use Return Labels are not available for military (APO/FPO/DPO) addresses and require Endicia representative approval before use. |
| Puerto Rico addressing | Shipments to Puerto Rico must show Country: US and State: PR. This is an Endicia-only exception (all other carriers require Puerto Rico as the country). |
| Existing account connection | Connecting an existing Endicia account or NSA rate account requires ShipHero Support. It cannot be self-served. |
| PassPhrase retrieval | ShipHero Support cannot provide your PassPhrase due to confidentiality. It must be requested directly from Endicia. |
Troubleshooting Endicia PassPhrase Errors
Important
Five incorrect PassPhrase attempts on any platform (ShipHero or the Endicia portal) will lock your account. Verify your credentials directly with Endicia before you try to reconnect.
When you get an incorrect PassPhrase error, follow these steps to resolve the connection and avoid an account lockout:
- Disconnect the Account: Go to your carrier settings in ShipHero and remove the existing Endicia connection.
- Update Credentials: Contact Endicia or log in to your Endicia portal to update or reset your PassPhrase.
- Reconnect to ShipHero: Contact ShipHero Support with your new PassPhrase to reconnect the account.
Troubleshooting Endicia Pay-On-Use Return Label Errors
Endicia Pay-On-Use Service Not Enabled
When you generate a return label, ShipHero may show this error:
"The ability to print standalone Pay-on-Use Return labels is not enabled for your account. Error encountered (Log ID: 34255)"
This means the Pay-On-Use Return Label service is not active on your Endicia account. Resolve it one of two ways:
- Enable the service: Contact Endicia to authorize Pay-On-Use labels on your account.
- Disable the feature: Uncheck Pay-On-Use in ShipHero Carrier Settings to bypass the error.
To enable Pay-On-Use with Endicia, call 800-576-3279 (extension 140). Have your account number ready. If you do not have it, ShipHero Support can provide the reference number.
ZIP+4 Requirement for Endicia USPS Return Labels
When you generate a USPS return label, ShipHero may show this error:
"ZIPPlus4 is required for return label when toAddress"
The To Address on the return label is your warehouse address. This error means Endicia/USPS can't match your warehouse address to one specific delivery point, so it needs the extended ZIP+4 code to confirm exactly where the return should go.
To fix it, update your warehouse address in warehouse settings page to include the ZIP+4 code, in the format nnnnn-nnnn.