Skip to main content

Troubleshooting Shipping Issues

This guide provides solutions to common shipping-related problems in Racko.

Common Issues and Solutions

1. Label Creation Failures

If you're having trouble creating shipping labels:

  • Verify that all required fields are filled out correctly.
  • Check your internet connection.
  • Ensure your carrier account is properly connected and has sufficient funds.

2. Third-Party Billing Errors

When encountering issues with third-party billing:

  • Double-check the account number and postal code for accuracy.
  • Confirm that the third-party account is approved for this billing method.
  • Verify that you've selected a carrier and service that supports third-party billing.

3. Rate Discrepancies

If you notice unexpected shipping rates:

  • Review your negotiated rates with the carrier.
  • Check if the package dimensions and weight are entered correctly.
  • Verify that the correct service level is selected.

4. Tracking Information Not Updating

When tracking information isn't updating:

  • Allow 24-48 hours for initial tracking updates.
  • Verify that the tracking number is entered correctly.
  • Check the carrier's website directly for the most up-to-date information.

5. Automation Rule Failures

If your shipping automation rules aren't working as expected:

  • Review the rule conditions and ensure they match your intended criteria.
  • Check for conflicts with other rules.
  • Verify that all necessary actions are included in the rule.

Contacting Support

If you're unable to resolve an issue using this guide, please contact Racko support:

  • Email: [email protected]
  • Phone: 1-800-123-4567
  • Live Chat: Available on the Racko dashboard

When contacting support, please provide:

  • Your account username
  • Order number (if applicable)
  • Detailed description of the issue
  • Any error messages you've encountered

We're constantly updating our troubleshooting guide. If you encounter an issue not covered here, please let us know so we can improve our documentation.