Dashlink has a narrower set of delivery rules than most carriers, so some orders that work with other carriers will not get a Dashlink rate or label. Use the tables below to understand what Dashlink restricts, what each delivery status means, and how to fix the errors you are most likely to see.
Setting up Dashlink for the first time? See Connecting Dashlink in ShipHero for credentials, connection steps, and settings.
Table of Contents
Known Dashlink Limitations
| Limitation | Detail |
|---|---|
| 48 contiguous states only | Dashlink delivers within the 48 contiguous United States. Alaska, Hawaii, US territories such as Puerto Rico, and all international addresses are blocked. Use another carrier for those destinations. |
| No return labels | Dashlink cannot create return labels. Any order flagged as a return is blocked before it reaches Dashlink. Use another connected carrier for returns. |
| One delivery per package | Dashlink treats each package as its own delivery with its own label and fee. The weight and dimensions on the label describe the box, not the individual products inside it. Multi-package orders create multiple Dashlink deliveries. |
| Weight and dimensions required | Every package must have a weight, length, width, and height greater than zero. Dashlink rejects packages with a missing or zero value. |
| Recipient name and phone required | Dashlink requires a first name, a last name, and a valid US phone number for every delivery. Orders missing a recipient name or phone number are blocked. When the recipient has a single-word name, ShipHero uses it for both the first and last name. |
| One service level only | Dashlink offers a single shipping method. It returns one flat rate per package, so there is nothing to compare within Dashlink during rate shopping. |
| No manifests or end-of-day close | Dashlink does not use manifests, so there is no daily close-out step for this carrier. |
| Void only before pickup | You can void a Dashlink label until the driver picks up the package. After pickup, the delivery cannot be cancelled and the void will fail. |
| No restricted or hazardous goods | Dashlink does not carry alcohol, hazardous materials, or other restricted goods. |
| Tracking is checked on a schedule | Dashlink does not push status changes to ShipHero. ShipHero checks for the current status on a schedule, so the status in ShipHero can lag slightly behind the DoorDash tracking page. |
| No tracking event history | Dashlink reports the current delivery status only. ShipHero records one tracking event for the latest status instead of a full list of scans. |
| No returned-to-sender status | Dashlink has no returned status. When a package cannot be delivered, DoorDash handles it according to your undeliverable instructions and the delivery shows as Cancelled in ShipHero. |
Dashlink Delivery Status Updates in ShipHero
Dashlink reports one current delivery status rather than a list of scans. ShipHero translates that status into the tracking status shown on the order.
| Dashlink Status | Shows in ShipHero As | What It Means |
|---|---|---|
| Created, Confirmed, Enroute to Pickup, Arrived at Pickup | Pre-Transit | The delivery is booked and a driver is on the way to your warehouse or has arrived, but the package has not been picked up yet. You can still void the label at this point. |
| Picked Up, Enroute to Dropoff, Arrived at Dropoff | In Transit | The driver has the package and is delivering it. The label can no longer be voided. |
| Delivered | Delivered | The package reached the customer. This is also when DoorDash charges for the label. |
| Cancelled | Failure | The delivery was cancelled or could not be completed. Dashlink has no separate returned status, so undeliverable packages also show here. |
Dashlink Error Messages
| Error | Cause | Resolution |
|---|---|---|
| Only parcel businesses can create parcel orders | The DoorDash account behind your business ID has not been enabled for parcel delivery, or the credentials belong to a different DoorDash product. | Contact your DoorDash representative and ask them to enable parcel delivery on the account. Then confirm the business ID and credentials on your Dashlink connection match that account. |
| Unknown phone number format | The recipient phone number on the order is not a valid US phone number. | Update the recipient phone number on the order to a valid 10-digit US number, then generate the label again. |
| Dashlink requires a recipient contact name | The order has no recipient name. Dashlink requires both a first and last name. | Add the recipient name to the order and generate the label again. |
| Dashlink requires a recipient phone number | The order has no recipient phone number. | Add a valid US phone number to the order and generate the label again. |
| Parcel route not serviced | Your DoorDash origin facility does not service a route to the delivery address. | Confirm the Origin Facility ID on your connection is correct, then confirm with DoorDash that the destination is inside their service area. Ship the order with another carrier if the route is not covered. |
| Dashlink only supports domestic US shipments | The order ships to an international address, Alaska, Hawaii, or a US territory. | Select a different carrier for the order. Dashlink covers the 48 contiguous states only. |
| Dashlink does not support return labels | The order is flagged as a return. | Use another connected carrier to create the return label. |
| Dashlink did not return a delivery fee or shipping label | Dashlink accepted the request but responded without a price or without a label, so ShipHero did not create one. | Try generating the label again. If it keeps failing, contact support@shiphero.com with the order number. |
| Cancel not allowed | You tried to void a label after the driver already picked up the package. | The delivery cannot be cancelled once it is picked up. Contact DoorDash directly if the package needs to be intercepted. |
| Labels and tracking fail right after connecting | The Signing Secret on the connection is blank, incomplete, or was pasted with extra spaces. | Go to Shipping > Carriers, edit the Dashlink connection, and re-enter the full Signing Secret exactly as DoorDash provided it. |
| Credentials missing on the connection | The connection is missing one of the three required credentials, usually because it was created before a field was added or a saved value could not be read. | Disconnect Dashlink and connect it again with all three credentials and your business ID. |
| Tracking never updates for an order | The Dashlink connection used for the label was removed, or the label is not linked to a current Dashlink connection. | Reconnect Dashlink so future labels track correctly. For labels already created, contact support@shiphero.com. |
| Tracking status shows Unknown | Dashlink returned a status ShipHero does not recognize yet. | Check the DoorDash tracking link for the current status and contact support@shiphero.com so the status can be added. |