There can be several different reasons for your customer not being able to create a return shipment through your Return Portal.
Here's a description of some of the most common issues and solutions.
Typical errors and shortcomings in the setup of the Return Portal
Outstanding payments (Error code: SMRP0004)
If there are any outstanding payments older than 3 days on your Shipmondo account, then your customers won't be able to create return shipments through your Return Portal.
Log into your Shipmondo account, settle the outstanding payment, and then the Return Portal will become active again. You can enable automatic settlement of outstanding payments to prevent this from happening again.
Low balance (Error code: SMRP1008)
If you're using your own freight agreement on your Return Portal, you need to make sure that there are sufficient funds on your Shipmondo account.
If your balance is too low at the time of creating the shipment, then booking the return shipment will fail.
Add funds to your balance and try again. Enable the auto-refill function to avoid that your account runs out of funds.
Invalid shipping product (Error code: SMRP1011)
Not all shipping products can be used with the Return Portal.
Make sure to choose a valid freight product for your Return Portal.
If you haven't already done so, then we recommend that you set up a separate shipment template, containing the desired freight product and weight, to be used with Return Portal.
Please find an overview of products you can use with your Return Portal in the link below.
Error in shipment validation (Error code: SMRP1013)
The chosen shipment template is missing weight
You have to set the weight for your return return shipments.
The weight must therefore be specified through your chosen shipment template, in order for the shipment to be created through your Return Portal.
If you haven't already done so, then we recommend that you set up a separate shipment template, containing the desired freight product and weight, to be used with Return Portal.
Please find an overview of shipping products you can use with your Return Portal in the link below.
Personal message selected - but missing setup
If you have selected the Personal message service on the shipping template for your Return portal, either in the form of e-mail or SMS, then you must remember to set up a separate personal message under Settings > Personal message.
Find our guide for setting up the personal messages in the link below.
Other error messages on the Return portal
A number of error messages may appear on the Return portal, here you can see their meaning:
Fejlbesked | Beskrivelse |
SMRP0001 | Contact Shipmondo support. |
SMRP0002 | Contact Shipmondo support. |
SMRP0003 | Contact Shipmondo support. |
SMRP1001 | No return methods available. Find the Return Portal setup guide here. |
SMRP1002 | No fulfillments available. The order has not been processed sufficiently. |
SMRP1003 | No return resolutions available. Find the Return Portal setup guide here. |
SMRP1004 | Contact Shipmondo support. |
SMRP1005 | There is no shipping template set up for the return method. Find the Return Portal setup guide here. |
SMRP1006 | Order number could not be found. |
SMRP1007 | Order number and email address are required. |
SMRP1009 | It is not possible to create a return order for this fulfilment. |
SMRP1010 | Deadline for returns expired. Find the Return Portal setup guide here. |
SMRP1012 | The Return portal cannot be used with the selected currency on the order. |
SMRP1014 | A shipment has already been created for this return order. |
SMRP1015 | One or more products are missing weight. Find the Return Portal setup guide here. |
SMRP1016 | Shipment requires physical customs documents, which are not currently supported through the Return Portal. Contact Shipmondo support. |
SMRP1017 | No return reasons available. Find the Return Portal setup guide here. |
SMRP1018 | Deadline for returns expired. Find the Return Portal setup guide here. |
SMRP1019 | Deadline for returns expired. Find the Return Portal setup guide here. |
SMRP1020 | The country of the order is different from the country of the Return Portal. Find the Return Portal setup guide here. |