While FAQs appear throughout our documentation, you'll find them all here, organized by topic. The Troubleshooting Guide and Contact Shipium Support documentation might also be useful to you.

Carrier and method selection

Q: What if I'd like more information about why a carrier was selected during the carrier selection process?
A: You can view the details page in the Shipium Console. At the bottom, you’ll find a table of filters listing reasons why certain carrier methods were filtered out. You can find more information in Evaluated Service Methods.

Q: How do I cancel a carrier selection request?
A: To cancel a carrier selection request or void a label, you can use the cancel shipment endpoint. You can find guidance for doing so in Cancel a Shipment.

Carriers

Q: What if I need to add a new carrier to my fulfillment network?
A: Please contact your Shipium Implementation or Customer Success team. They will work to get all the relevant information from you and give you a timeline for completion.

FedEx

Q: Can I use FedEx Ground shipping as part of the FedEx One Rate?
A: No. FedEx Ground shipping is not available with FedEx One Rate pricing.

Q: Will there be additional surcharges, like fuel, added to my invoice if I use FedEx One Rate shipping methods?
A: Additional surcharges can apply. The FedEx One Rate documentation provides details.

Q: Can I ship hazardous materials (hazmat) via FedEx One Rate methods?
A: No. Because dangerous goods cannot be shipped in FedEx Express packaging, FedEx One Rate is not available. The FedEx One Rate documentation provides details.

UPS

Q: What if I don't already have a UPS account?
A: You can create a new UPS account and follow the guidance in our UPS documentation once you have a UPS account.

Q: Does Shipium hold a copy of our credentials once entered?
A: No, Shipium does not have access to your credentials. When you use them in the process, you are logging directly into a UPS.com webpage.

Q: What if I don't know my UPS credentials?
A: Shipium recommends that the authorized user or parcel leader contact their UPS sales representative with their list of UPS account numbers.

Q: Is the fuel surcharge for UPS applied on top of all other surcharges?
A: Yes, the UPS fuel surcharge is applied after all other UPS surcharges.

Error messages

Q: What if I receive a message like
{"error":"invalid_token","error_description":"Invalid access token: xxxxxxxxxxxxxxxxxxxxx"}?
A: This may be due to a failure to paste the ACCESS_TOKEN value. Make sure the whole value was copied, including the trailing =.

You can find more about Shipium's API response code errors in API Response Codes and the Troubleshooting Guide.

Labels

Q: What if I'm getting a timeout error for a single carrier?
A: It is recommended to check the carrier's status page and contact the carrier directly.

Q: What if I'm getting a timeout error not isolated to a single carrier?
A: We recommend using networking tools or command tools to trace the entire call to see what is accounting for the excess time. If you find that Shipium is a part of the timeout issues, please submit a ticket with your findings and we will work diligently to mitigate.

Q: For labels without costing, if I generate a label with costing, will uncosted carrier rates be considered?
A: No. Any carrier service method rate that is not explicitly included as the only value for the carrierServiceMethodAllowList field passed in the API request body will be ignored.

Packaging

Q: What if I pass an item that exceeds the dimensions of all the packaging sizes that I have set up?
A: The returned packagingTypeId will be "CUSTOM", indicating that you will need to create some kind of custom packaging for this particular product or products. Packaging Planner API provides more information.

Reports

Q: How long can I access a manifest report in the Shipium Console?
A: You can retrieve previous manifesting reports for up to one calendar year in the console.

Q: Can I schedule multiple pickups in one day when using scheduled manifesting?
A: Yes, you can customize your scheduled manifesting to occur multiple times in a day for a fulfillment center.

Q: How long is shipment data stored in the Shipium Console?
A: 100 days

Shipments and shipping options

Q: What if the shipmentId is missing?
A: If a shipmentId is not present for a given shipment, then we did not receive your request, you did not receive our response, or the shipment did not go through our system at all and may have gone through another system.

Q: What happens if a ship option is not available?
A: If a particular shipOption value is not possible, a 4XX error from either label creation or the all-in-one shipment and label method will give details about the problem.

Q: Can I include a desired delivery date (DDD) in addition to passing a ship option when using the all-in-one shipment and label method?
A: Yes. For example, shipOption: standard, desiredDeliveryDate: 2023-11-15 limits the carrier selection search to only those methods that are marked as standard and for which the DDD of 2023-11-15 can be met. If the DDD of 2023-11-15 cannot be met, Shipium will return the cheapest service method on 2023-11-16, and so on.

Simulation

Q: If I'm happy with a fulfillment context used for simulation, can the fulfillment context be used in production, or do I need to recreate the context in a non-simulation environment?
A: Yes. To use the fulfillment context in product, you would remove the “simulationOnly” flag from it.

Track and trace

Q: How do I update my time-in-transit (TNT) values?
A: Submit a ticket at the Help Center and select Carrier -> TNT. We will make this happen in a timely manner.

Q: How long does Shipium retain the partnerShipmentId value?
A: 100 days

Webhooks

Q: Why are there two line item elements, called lineItems and integratedLineItems respectively, in the carrier selection and label update webhook?
A: The integratedLineItems element contains more detail and has a structure that makes it easier to understand how surcharges and surcharge modifiers are applied. You should consider the lineItems element to be deprecated.