Voila has two sides. Using the wrong one is a common source of confusion.
Reseller side: Where individual brands/merchants connect to the integration. Used for brand-level configuration.
System side: Where all merchant connections are aggregated and carrier communication happens. Used for troubleshooting, verifying shipment data, and accessing labels and commercial invoices.
Always use the system side for troubleshooting. Templates are generated after the request is processed by the system, so the system side reflects the actual data sent to the carrier.