ChannelEngine: why are my shipments not exported to the channel?

About this article

This article explains the most common reasons why a shipment may not be exported to a channel and how to resolve each issue.

Table of contents

Introduction

Missing or incomplete shipment data

Carrier mapping mismatch

Invalid tracking code format

Export errors and validation failures

Resolving shipment export issues

• Step 1: take general troubleshooting steps
• Step 2: fix (or prevent) carrier naming mismatches
• Step 3: check your channel's next scheduled shipment export

Common issues

Introduction

When a shipment is not exported to a channel, it is usually due to missing data, a carrier mapping mismatch, or a validation failure. ChannelEngine only exports shipments that are complete and in the correct status. This article describes each cause and how to fix it.

Missing or incomplete shipment data

A shipment must include all required information before it can be exported. If any of the following fields are missing or incorrect, the shipment remains in Pending status and is not sent to the channel.

• Shipment method (carrier): mandatory. If this field is empty, the shipment status remains Pending, and the shipment is not exported.
• Tracking code: required in most cases. Exceptions apply to letterbox (briefpost) shipments. If this field is empty, the shipment remains Pending.
• Shipped quantities: the shipment quantity cannot exceed the available quantity on the order lines.

Carrier mapping mismatch

A carrier mapping mismatch is one of the most common reasons a shipment fails to export. There are two reasons why carrier mapping accuracy matters.

• Exact string matching: ChannelEngine compares the Shipping method string received from your ERP, WMS, or ecommerce system against the value entered in the Your shipping method field in Mappings, Carrier mappings. This evaluation is character- and case-sensitive. Minor variations in capitalization or extra spaces, e.g.: DHL Express vs. dhl express or trailing whitespace, prevent ChannelEngine from recognizing the rule.

• Marketplace API rejections: connected channels maintain strict, predefined lists of accepted carrier values (e.g.: bol requiring TNT for PostNL). If a shipment is exported with an unmapped or improperly formatted carrier name, the marketplace's API rejects the update, leaving the order unfulfilled on the channel.

Invalid tracking code format

A tracking code that is present but incorrectly formatted can also prevent export. Each marketplace validates tracking codes according to its own rules. For example, bol requires a minimum number of characters and validates the format strictly. A tracking code that does not meet these requirements causes the export to fail.

Export errors and validation failures

If a shipment has underlying data or mapping issues, its channel status may show as Error or Not exported yet. To find the specific cause, inspect the shipment's export log and messages on ChannelEngine. The log contains the error details returned by the channel.

Find a shipment's export log by opening the shipment in Orders, Shipments. The export log is available in the shipment details section of its associated order's page. If there are errors, they appear as inline alerts within the shipment log.

Resolving shipment export issues

Step 1: take general troubleshooting steps

Follow the steps below to diagnose and resolve a shipment that is not being exported.

1. Check the shipment status at Orders, Shipments on ChannelEngine. It must be Closed, not Pending.
2. Verify that the shipment method (carrier) and tracking code fields are filled in correctly.
3. Inspect the shipment's export log and messages for specific error details.
4. Correct any data or mapping issues identified in the log.
5. Re-export the shipment and confirm the channel status updates to Exported.

Step 2: fix (or prevent) carrier naming mismatches

1. Go to Mappings, Carrier mappings on the relevant channel on ChannelEngine.
2. Verify that the string in Your shipping method identically matches the shipping method value generated by your order management system.
3. Confirm the carrier name matches the marketplace's expected value exactly, including case and spacing.
4. Select the marketplace's officially accepted carrier equivalent from the channel dropdown menu.
5. Save the mapping and re-trigger the shipment export.

Step 3: check your channel's next scheduled shipment export

ChannelEngine exports shipments to the channel on a set schedule, e.g.: every 15 minutes. Check the given channel's marketplace guide to find out how often your shipments are sent to the channel, or check your tenant's global list of tasks at Settings, Scheduled tasks.

Common issues