This error occurs when a carrier cannot generate a return label because a phone number is missing or invalid. It can be caused by a missing phone number in the customer's address or in your company settings in Swap.
Error messages
Phone number errors may appear as any of the following:
"PHONENUMBER.EMPTY: Phone number is empty. Please update and try again." (FedEx Ground)
"FedEx returned error: RequestedShipment Recipient contact — phoneNumber is required" (FedEx)
"Invalid Mobile Phone Number" (Evri)
What this means
Carriers require a valid phone number for label generation. The issue is usually one of two causes:
Customer phone number missing or invalid — the customer's shipping address does not include a valid phone number
Merchant phone number missing — your company profile in Swap does not have a phone number on the shipper or return address
How to fix it
If the customer phone number is missing or invalid
Open the RMA.
Review the customer's shipping address.
Add a valid phone number, or remove any spaces or special characters from an existing one.
Ensure the number format is valid for the customer's country.
Regenerate the label.
If the merchant phone number is missing
Go to Settings → Company Details in the Swap portal.
Add a valid phone number for the business in international format, including the country code.
Save the changes.
Regenerate the label.
Phone number format
Phone numbers must include the country code and contain only digits. For example:
UK:
+447911123456US:
+12025551234Germany:
+4915123456789
If the issue continues
Contact support with the RMA ID and a screenshot of the error.