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 Returnportal

A number of error messages may appear on the Returnportal, 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.


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