Purpose: This article is designed to help users understand and resolve common errors that may occur during the pickup scheduling process in Sendcloud.
Related articles:
→ How can I request a parcel pickup?
→ How to create a pickup report?
Introduction
When scheduling a pickup through Sendcloud, users may occasionally encounter errors that prevent the pickup request from being completed. This guide provides an overview of the most common pickup errors, their causes, and troubleshooting steps to resolve them.
Where to Find Pickup Errors
If a pickup request fails, you can check the specific error message by navigating to: Shipping > Pickups > Scheduled Pickups 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 pickup details before submitting the request.
- If a pickup fails, attempt to book using the Pickups 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 pickups.
- 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 pickup attempt.
Common Pickup Errors and Solutions
Error 004: Pickup date and time must be in the future
Cause:
- It is not possible to book a pickup for the same day. Pickups can only be scheduled starting from the next day, or up to three days later during peak season.
Solution:
- Select a pickup date that is at least one day in the future.
- If same-day pickup 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 pickup for the same shipment
Cause:
- A pickup request has already been made for the same shipment.
- This may occur even if the previous pickup was unsuccessful (e.g., the driver did not arrive).
Solution:
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Reattempt Pickup Booking:
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Go to the "Pickups" section in the Sendcloud panel.
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Book a pickup 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 pickups.
- 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 pickup 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 pickups).
- 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 pickups with GLS after 13:00 on the same day.
- GLS does not allow same-day pickups after this time.
Solution:
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Choose a pickup 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.