Purpose: This article is designed to help users understand and resolve common errors that may occur during the pick-up scheduling process in Sendcloud.
Related articles:
→ How can I request a parcel pick-up?
→ How to create a pick-up report?
Introduction
When scheduling a pick-up through Sendcloud, users may occasionally encounter errors that prevent the pick-up request from being completed. This guide provides an overview of the most common pick-up errors, their causes, and troubleshooting steps to resolve them.
Where to Find pick-up Errors
If a pick-up request fails, you can check the specific error message by navigating to: Shipping > pick-ups > Scheduled pick-ups folder
- Hover over the "Failed" status to see the cause of the error.
- Use the error details provided to determine the appropriate troubleshooting steps.
General Troubleshooting Tips
- Always double-check pick-up details before submitting the request.
- If a pick-up fails, attempt to book using the pick-ups section in Sendcloud, ensuring at least 2 parcels are specified (when applicable).
- Monitor carrier-specific restrictions, such as GLS’s 13:00 cutoff time for same-day pick-ups.
- Please note that if you wish to have only one parcel picked up, you must provide the corresponding tracking number. However, if you have multiple parcels to be picked up, you can leave the tracking section empty, but you must correctly specify the total number of parcels in the designated field.
- If the issue persists, contact Sendcloud support with the error message and details of the failed pick-up attempt.
Common pick-up Errors and Solutions
Error 004: pick-up date and time must be in the future
Cause:
- It is not possible to book a pick-up for the same day. pick-ups can only be scheduled starting from the next day, or up to three days later during peak season.
Solution:
- Select a pick-up date that is at least one day in the future.
- If same-day pick-up is required, visit a local collection point.
Carrier-Specific Note:
- Poste Italiane: Packages cannot be dropped off at post offices or KiPoint locations: only at official Poste branches. Use this link to find the nearest branch.
Error E0016: There is already a pick-up for the same shipment
Cause:
- A pick-up request has already been made for the same shipment.
- This may occur even if the previous pick-up was unsuccessful (e.g., the driver did not arrive).
Solution:
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Reattempt pick-up Booking:
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Go to the "pick-ups" section in the Sendcloud panel.
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Book a pick-up indicating at least 2 parcels, even if only one needs collection. This bypasses the need to enter a tracking number.
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When the courier arrives, inform them of the correct number of parcels.
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- Alternative Solution:
- If urgent, drop off the parcel at a nearby Poste branch.
Error E0046: Problemi operativi (Poste Delivery)
Cause:
- Multiple users have reported issues when creating Poste Delivery pick-ups.
- This error has been observed to occur due to operational issues on the courier’s side.
- In some cases, service disruptions might be caused by external factors such as strikes or temporary technical failures.
Solution:
- Since this issue originates from the courier, there is no immediate fix available from Sendcloud.
- It is recommended to wait and retry booking the pick-up after some time.
- If the issue persists for an extended period, check Poste Italiane’s official communications or contact their customer service for further updates.
Unexpected Failure: "Annuncio inaspettatamente non riuscito. Ricontrollare i dettagli del ritiro e riprovare."
Cause:
- The tracking number might be missing in the required field (for single-parcel pick-ups).
- There could be a temporary system issue.
Solution:
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For Single Parcels: Ensure the tracking number is correctly entered.
Note: It is not possible to enter the order number in the tracking field. - For Multiple Parcels: No tracking number is required, so check for other potential issues.
- If the issue persists:
- Report the problem to Sendcloud support.
- Wait a few minutes and try again, as the issue may be temporary.
Error: "Failed to parse carrier response. Dopo le 13:00 la data del ritiro non puo’ essere effettuato oggi."
Cause:
- This error occurs when booking pick-ups with GLS after 13:00 on the same day.
- GLS does not allow same-day pick-ups after this time.
Solution:
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Choose a pick-up date for the following day or later.
Error: "Invalid authentication data"
Cause:
- Authentication credentials are incorrect or expired.
- This issue is similar to errors encountered during label creation.
Solution:
- Verify your authentication details in the Sendcloud settings.
- If the issue persists, reauthenticate and try again.