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Something doesn't seem to be working as expected. What can I check?

The most important thing to remember is that Shipup is powered by the information you provide.

To pinpoint the source of a problem, it's a good idea to look at certain pieces of information pertaining to an order or package. They may be:

  • missing

  • sent to the wrong place

  • sent at the wrong time

Good news: You can see all the information you've sent us, and even understand it, without having to be fluent in technical language!

Sometimes it might sound technical, but we'll help you demystify it!

Where to find this information?

This information is available in two places:

  • at the order level by clicking on the order number

  • at package level by clicking on the package number

The nitty gritty

Payload (package data/order data)

Whether you're integrated via an e-commerce platform (Shopify, Magento, etc.), API, or FTP, you send us information for every order and package in Shipup.

Click on "See __ data" to access the payload: The "Merchant's payload" is the data you have sent us.

From this payload, Shipup selects the data relevant to the order, on the one hand, and the data relevant to the parcel, on the other. We do this to create the Shipup order payload and the Shipup tracker payload.

What questions can payloads answer?