When a shipment fails or a label does not generate, follow these steps:
Step 1 — Go to the system side
Filter shipments to locate the failed transaction.
Step 2 — Open the transaction request
View the Dispatch Cloud formatted request and the carrier-specific request. This shows exactly what data was sent, including sender details and addresses.
Step 3 — Check the carrier response
- If the response includes the phrase "our systems are functioning correctly" → the issue is with the carrier, not Dispatch Cloud. Escalate to the carrier.
- If that phrase is absent → the issue is a Dispatch Cloud problem. Escalate to support.
Step 4 — Advanced: use the Postman collection
If further testing is needed, use the Dispatch Cloud Postman collection to edit data, resubmit the request, and test whether a corrected version generates a label successfully. Labels generated via Postman can be sent to the merchant or cancelled as needed.