This article covers common errors when connecting or using third-party billing shipping accounts in ShipHero, including invalid account errors, billing mismatches, rates not appearing, and labels failing to generate.
For setup instructions, see How to Set Up 3rd Party Billing for UPS in ShipHero or How to Set Up 3rd Party Billing for FedEx in ShipHero.
Table of Contents
3rd Party Billing Error Messages
"Invalid Shipper Number" or "Account Not Found"
- Check the account number: Verify that the third-party shipper account number is entered correctly in ShipHero. A single-digit error will trigger this error.
- Verify carrier account status: Confirm with UPS or FedEx that the third-party account is active and in good standing.
- Check the account type: The account number must be a valid billing account number, not a customer ID.
"Billing Information Mismatch"
- Address details (UPS only): For UPS, the third-party shipper's zip code and country must exactly match the address on file with the carrier.
- Authorization: For both UPS and FedEx, confirm that the third-party account has authorized your ShipHero account or profile to bill against it. This typically requires direct communication with the carrier.
Rates Not Visible
- Carrier authorization required: Rates for third-party accounts are hidden by default. Contact UPS or FedEx directly to authorize ShipHero to display those rates, then contact ShipHero Support to enable rate visibility in your account.
- Service level check: Confirm that the selected shipping service level is supported for third-party billing on that account.
Labels Not Generating
- Review prior error messages: Check for any error messages that appeared earlier in the label generation process and resolve those first.
- Verify profile assignment: Confirm that the order is assigned to the warehouse profile linked to the third-party billing account.
- Check carrier system status: Carrier systems occasionally experience downtime. Check the carrier's status page for any active outages.
"Invalid Endorsement ID"
- Verify the endorsement ID: Confirm the endorsement ID is entered correctly and is valid for the third-party account.
- Check carrier requirements: Some carriers have strict rules about where and how endorsement IDs can be used. Consult your carrier representative for specifics.
General Troubleshooting Steps
- Refresh the page: Refreshing the order page or carrier connection resolves some minor display issues.
- Clear your browser cache: Clear your browser's cache and cookies, then try again.
- Contact ShipHero Support: If the issue persists, provide ShipHero Support with the order number, carrier name, and the exact error message you're seeing.