Shipments & labels
I get no rates
In order of likelihood: the shipment has no Ship From warehouse, the package has no weight or size, or the carrier connection expired (Integration → Carriers → Refresh Connection). See Labels & rates.
Which carriers can I connect?
FedEx and UPS as label accounts, and ShipStation as a fulfillment provider. See Carriers and Fulfillment Providers.
The quoted price is higher than my contract rate
Open the carrier's Settings and set Preferred rate to Account (Negotiated). Also check Residential / Commercial on the shipment — auto-detect can guess wrong.
Weight and size are already filled in — where from?
With the Rate Shopper app, item weights are summed and dimensions stacked from your product data. A wrong prefill means wrong product weights — fix them in Products → Bulk Editor.
How do I void a label?
Open the shipped shipment → Void Label. The shipment returns to Awaiting. Voids work on unused labels within the carrier's window. Labels imported from Shopify (store tracking) cannot be voided here.
What does the "Packing" card do?
It records the Container, packing materials (heat packs, gel packs, …), and Packed by. Costs are snapshotted on the label and feed Reports; the packer feeds Packer performance. Materials are defined under Advanced → Packing Materials.
Why is the "Packed by" list empty?
It lists members of the Packing department. Create the department and add your packers — see Departments.
Why was a merge suggested for these two shipments?
Both are Awaiting, belong to the same customer, and satisfy your merge rules (or you have no active rules, in which case same-customer is enough). Suggested by Customer ignores rules entirely. Dismiss wrong ones; tighten rules if it keeps happening.
Merges happen without anyone clicking
Auto Merge is on in Merge Settings. Turn it off to review suggestions by hand.
Two shipments from one customer were not merged — why, and what is the "Merge Error" tag?
Merging needs the shipments to pass every condition of the merge rule they fall under. The usual blockers are a different shipping address on the two orders (a work vs home address, a typo) or different delivery dates. When Tag Shipments That Should Have Merged is on, StoresBoost tags both shipments with the tag you mapped to that mismatch — e.g. Merge Error Address, Merge Error Date — so CS can fix the order or call the customer. Correct the address or date (or Merge Into This) and the tags disappear on the next sweep. Setup and rules: Merge Conflict Tags.
A merged shipment shows several "Requested" shipping methods
Expected. Each line keeps the method its own order paid for, so a box combined from several orders can show overnight for the corals, ground for the supplies and Add to an existing order for later add-ons at once. The primary method (used for rating) follows Shipping Method Primary Strategy in Merge Settings. See Split & merge.
A shipment was cancelled and nobody did it
StoresBoost cancels an open shipment automatically when nothing is left on it to ship — all lines were refunded or removed on the store, or fulfilled on Shopify outside this shipment. The shipment's activity shows Cancelled — No items left on shipment. Shipments with an active carrier label are never auto-cancelled. See Cancelled automatically.
A shipment is On Hold with "Payment pending" — nobody put it there
Hold Shipments Until Paid (on by default) parks Awaiting shipments whose order still owes money, so nothing ships before payment. It releases itself the moment Shopify marks the order paid. Choose which statuses count (Pending, Partially paid) or turn it off under Shipment settings. A red payment badge on an Awaiting shipment means the order owes money but the setting is off. See Payment badges.
What is a Routine?
A saved checklist of dispatch steps — merge customer suggestions, refresh weather, tag, print a document, plus manual reminders — run over the shipments a saved view returns, either by hand (Run now) or on a schedule. Scheduled runs do the automatic steps unattended and raise the alert Routine ready for you when a person is needed. See Routines.
A shipment shows 0 items but is still Awaiting
Older records could keep a line at quantity 0 after Shopify fulfilled or removed it. Current versions cancel such lines and close the shipment the next time the order syncs from Shopify. If one is still sitting there, cancel it yourself with Cancel Shipment, or ask support to re-sync the order — the shipment is then cancelled with the reason recorded in its activity.
Can I undo a merge or a split?
Yes — Unmerge and Unsplit from the shipment's actions menu while it is still Awaiting. See Split & merge.
How is shipping split between the parts of a split shipment?
By product value. The shipping the customer paid at checkout (plus order discounts and shipping tax) is shared across the parts in proportion to what each part contains — a $100 order with $40 shipping split into two $50 shipments shows $20 shipping on each Cost Summary. Partial quantities share line discounts and tax by quantity. The Total column on lists uses the same rule. See Split & merge.
I split a shipment but the weight still shows the old total
It should not any more — after a split (or merge) on the shipment page or Scan & Ship, Configure Shipment refills weight and size from the items that remain and re-quotes the rate. If you still see the old figure, the Rate Shopper app is off (no prefill) or the items have no product weight. See Prefilled weight and size.
Where do packers see shipment notes?
On Scan & Ship — a Notes card at the top of the packing column lists staff notes, the Shopify order note and timeline comments, and turns amber when there is something to read. Packers can add their own with Add note. Notes are internal and never reach the customer.
A pickup order landed in the parcel queue
Local pickup detection is rule-based: Shipments → Settings → Local Pickup. Make sure Activate Local Pickup is on and the signals (Shopify pick-up method, empty address, tags, shipping line text) match your store. See Local Pickup.
How do I mark a pickup as collected?
Record the staff name in Picked By (and print the Local Pickup Slip), then fulfil the order on Shopify. Sync moves the shipment to Picked Up. There is no separate "ready" status — use a tag.
What does the Synced column mean?
Two icons: Shopify and your fulfillment provider. Hover for synced, pending, or last attempt failed; click for the history. Use Force Sync to retry. Repeated failures raise alerts.
Can I buy a label without an order?
Yes — Shipments → Make Label. Its History tab lists labels bought this way.
A filter tab disappeared
It was hidden, not deleted. On the shipments list, open ⋯ on All and choose Hidden filters, then Show. Hiding is only for you — a Public tab is still there for everyone else. See Views.
The Requested Method column does not match the checkout shipping line
The column shows the method this box’s items were sold under. On a split or a combined rate, that is often one service (Home Delivery) while the order’s checkout line is the combination (Overnight + Home Delivery). The shipment detail uses the same source. See Columns.
We refunded the last unit and the split is still Awaiting
StoresBoost cancels an open split once the order is fulfilled on the store and every unit the store fulfilled is already on a shipped shipment. If the leftover is still Awaiting, run Sync shipments on the order. A shipped box is never cancelled by that pass. See Split & merge.
Can I remove a delivery date from a shipment?
Yes, while the shipment is Awaiting or On Hold. Open it, click the pencil on Dates → Delivery Date, and choose Clear. The delivery date and the ship-by date derived from it both go back to Not set. With Update shipment source checked, the date is also removed from Shopify; leave it unchecked to clear only this shipment. Shipped, picked up, cancelled, and merged shipments cannot be edited. See Labels & rates.
Where is the destination weather?
On the shipment's Weather card when the Weather app is enabled and a rule matches the shipment. Refresh before packing — forecasts are fetched when the shipment is created, not on a schedule.
Which label format should I use?
ZPL or EPL for thermal printers, PDF for laser / inkjet. Set defaults under Advanced → Printing and per carrier under its Settings.
I picked a condition in the print preview but it still prints everything
Conditions made only of order / shipment / any item rules decide which shipments print, not which rows — if every selected shipment matches, nothing is hidden. Add a Product item rule (type, SKU, vendor, tags…) to hide non-matching rows. See Documents → Filter rows by condition.
Can a pick slip look different for fish and for supplies?
Yes — make one document per look and give each a Default condition (and, if useful, a Default location) in Advanced → Documents. Picking Pick Slip – Fish in the Print menu opens the fish layout with only fish rows. See Documents → One template per product group.
Why does Print open a "Split labels" popup?
For Item Label documents, Print and Download first ask whether items with quantity > 1 get one label per line or one per unit / pack. The list shows exactly the lines that will print under the current location and condition filters. Confirm to print; the popup does not appear again for that preview. See Documents → Item labels.
Bin location prints as a long number
That was the Shopify location id; current versions never print it. Bins come from a bin metafield or a line-item custom field such as Item Bin Location — see Documents → Bin location on pick lists.