FAQs / Error Messages for Shipping/EasyPost/Parcels

Quick answers to the most asked questions and resolved error messages for Shipping, EasyPost connections, parcels, and parcel labels.

How to Use This Guide

Step 1: This article has two separate sections (FAQs and Error Messages). Click on one of the links below to jump directly to either table of contents: 

  • FAQs → Questions asked frequently about Shipping/EasyPost/Parcels with answers from our trained support agents
  • Error Messages → Common error messages you might encounter related to Shipping, EasyPost connections, Parcels, or Parcel Label generation in Infoplus and how to fix them

    Step 2: Click on any link in either Table of Contents to quickly move directly to the question or error you are trying to solve.

    TIP: Use the Command + F keys to do a quick search of this page to see if your question or error message is listed below. 


    If you do not see your question or error message, please feel free to reach out to Infoplus Support and we can add it to this page. 


    FAQ Table of Contents: 


    How do I set up my printer?

    You need to download an extension that Infoplus uses to connect to printers called Local Connect. See this article to learn how to set that up.


    Can I set up multiple printers?

    Yes. We have a list of compatible printers that have been tested and verified to work with Infoplus, you can see that list here.


    Do I need to use EasyPost?

    Yes, you will need to use EasyPost unless you use an external shipping station. 

    EasyPost connects your Carriers (such as USPS, UPS, FedEx) to Infoplus so you can automatically receive shipping labels and shipping rates. 

    If you are interested in using an external shipping station, see how to set that up here.


    How do I set up EasyPost?

    Your EasyPost account will get set up for you during onboarding. However, if you want to add a carrier to your EasyPost account, we have a step-by-step guide you can follow here.


    Do I need to have a packing slip and invoice to ship orders?

    To run fulfillment, adding a packing slip and invoice is required. You can set this up in 3 ways: 1) At the order level, 2) On the fulfillment plan, and 3) At the LOB level


    Error Message Table of Contents:


    Error: Your account has been temporarily rate limited due to excessive resource consumption. Please contact Support if you believe this is in error.

    What it Means: This is an EasyPost error: their anti-fraud system flagged the account for manual review, restricting certain actions on their account.

    How to Fix It: You need to add a payment method (if you have not already done so), to your EasyPost account and provide the following information to EasyPost along with your EasyPost username:

    • What city and zip code will you be mostly shipping from?
    • What kind of product are you generally shipping?
    • How many packages per month do you intend to ship through EasyPost?
    • Can you provide us with the website and phone number for your business?
    EasyPost will then forward the answers over to their anti-fraud team for review, and they’ll get the user shipping as soon as possible, assuming the anti-fraud team doesn't have any follow-up questions!

    Error: Error shipping order XXX: Carrier service XXXX is not available for this shipment. A rate was received for XXXXX and XXXXX.

    What it Means: Rates are not available for that order with that carrier. 

    How to Fix It: This could be because they don't have this carrier enabled for the type of shipment, but more often it is because that service isn't offered for that type of package. This could be due to a weight limitation (like you can't ship packages under 25 pounds w XX service) or another practical limitation (such as, you can't ship ground from California to Hawaii)


    Error: This Shipment was not manifested Error shipping order XXX: FedExSmartPost returned error: Authentication Failed

    What it Means: That means a meter was set up when the FedEx SmartPost Account was created in EasyPost but there was never a requested authorization to ship labels with this account.

    How to Fix It: Contact your FedEx representative or FedEx Support (1.877.339.2774 (prompted, say “web services”)) and ask them for help with completing the authorization step. In the past, they needed the meter number and authentication key, however, the authentication key is no longer under the FedEx accounts once you edit it in EasyPost. 

    Whatever they'll need can be accessed in EasyPost, step and you try producing a label again.


    Error: Order cannot be shipped because it has been sent to an external shipping system

    What it Means: You need to ship the order in your external shipping system.

    How to Fix It: Ship in your external shipping system. Make sure you have external shipping set up in your fulfillment plan. This means you have the shipping station set up to communicate when the order is fulfilled to Infoplus. 


    Error: Error shipping order XXX: Unable to complete shipment purchase: Unable to verify shipping rate to complete purchase.

    What it Means: Can't find the parcel rate to ship

    How to Fix It: Your weights might be out of range. You can try running rate shopping to see if this returns any results. 


    Error: Error shipping order XXXXX: The shipper cannot use the provided UPS account number as the payment method.

    What it Means: UPS payment is outdated/ issue with UPS account

    How to Fix It: Go to your UPS account homepage and see if your payment information is correct and updated or if there are any other errors with your account. 


    Error: Error shipping order XXX. There was a problem creating labels (“error” “Missing or invalid attribute(s) parcel (shipment parcel weight must be greater than or equal to the total of shipment customs_info.customs_items weight)

    What it Means: The weight for your order is outside the acceptable margin of error

    How to Fix It: Check the discrepancy in weight and correct it. You can change the weight when you receive items or on the Item table. In the warehouse tab, you can check the weight of a parcel in the pack station before it ships. 


    Error: FedEx returned error/ Authentication Failed 

    What it Means: Something is wrong with the FedEx account on the order or the 3rd party FedEx account

    How to Fix It: Log in to your FedEx account to see what errors are causing the authentication failure. 


    Error: Packing for this order was started, but not finished.

    What it Means: The order is not ready to ship because it has not been fully packed into a carton

    How to Fix It: You need to fully complete packing each order before Infoplus will allow you to ship them out. 


    Error: Problem: This order exceeds the maximum number of cartons that can be shipped for a parcel order

    What it Means: The maximum number of cartons that can be shipped with one order is 50. 

    How to Fix It: You may need to split up your order or use a different shipping method to proceed. 


    Error: Error getting carrier by account and service

    What it Means: If you set up a parcel account with no actual carrier service selected (eg: selecting "unknown external carrier" from the drop-down list), you will not receive shipping rates when running fulfillment. 

    How to Fix It: Create a new parcel account, since that carrier service option can't be edited once it's been created.