Common error messages and what to do

If Austrian Post rejects a shipment, PostConnect shows the message in plain language with Austrian Post's original text below. The most common cases:

Address

• “The recipient address is incomplete or invalid” / “The destination address cannot be delivered to”: check street with house number, postal code and city. You can correct the address in the label dialog without changing the Shopify order.
• “Sender address incomplete”: add street, postcode and city to the sender address in Settings.

Product and additional services

• “This product is not available for the destination postal code” or “This add-on service is not available for the destination postal code”: choose another shipping product or service. Not every service is available everywhere, such as delivery by 10 am.
• No return product enabled for a country: Austrian Post has to enable the return product for your account.

Customs

• “Customs data incomplete”: for countries outside the EU, every item needs HS code, country of origin, value, weight and quantity. Add them in the label dialog under Edit customs data or permanently on the product in Shopify. More: Entering customs data correctly.

Invalid characters

• “The data contains invalid characters”: often there is a special character in the reference on the label. Check in Settings under References on the label what is sent there.

Cancelling

• “Shipment has already been dispatched and can no longer be cancelled”: Austrian Post has already taken the parcel. More: Cancel, reprint or archive a label.

Plan and limits

• “Label limit reached”: the Free plan quota for this month is used up – switch to a higher plan.
• „Nutzungs-Obergrenze erreicht“ (usage cap reached, shown in German): the cost cap for extra labels has been reached. You can raise it in Shopify admin.
• „… ist in deinem aktuellen Plan nicht verfügbar“ (not available in your current plan, shown in German): the feature is included in a higher plan.

Connection

• “Connection to the PLC live endpoint is blocked”: see Find and enter your PLC credentials.

If you're stuck, write to us with the order number and the original text of the Austrian Post message.