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Troubleshooting

A selected pickup point is no longer available

When you generate a shipping label, your label software or warehouse system (WMS) can error because the selected pickup point is no longer part of the carrier’s network. The carrier rejects the point as invalid, so the label cannot be created for that order.

At checkout, buyers see the carrier’s network as of Atlas’s latest data update, which ranges from real time to daily depending on the carrier. The carrier validates the point again when the label is created, and its status can change in between. So while the error surfaces in your label software, the cause is a change on the carrier’s side.

#Why it happens

A buyer selects a pickup point while it is available, but by the time you prepare the order, the carrier has dropped it from its network. This usually happens for one of a few reasons:

  • The point is temporarily closed, such as for a holiday.
  • A technical issue took it offline.
  • It stopped accepting parcels after taking in too many recently.

Because a point’s status can change at any time, the risk grows with the gap between selection and fulfillment. You are most likely to see this with pre-orders or subscriptions, since those orders ship against a pickup point chosen weeks or months earlier.

#How to fix an affected order

Reassign the order to a point that is available now:

  1. Open the order in Shopify Admin → Orders.
  2. Change the pickup point from the Pickup point app block or the More actions menu. See How to view pickup point details on an order for setup. The app block marks a pickup point that the carrier has dropped as unavailable, so you can catch it before creating labels.
  3. The selector lists the points nearest the order’s shipping address, so you can pick an available alternative for the buyer.
  4. If your label software already imported the order, re-import or refresh it so it picks up the new pickup point.

If you would rather confirm with the buyer, contact them to ask which pickup point they prefer, or ship to their home address instead.

How quickly closed points disappear from the selection depends on the carrier’s data update cadence. See How often is pickup point data updated?

If you see this repeatedly for one carrier, contact us with the carrier name and a few examples so we can investigate the data source.