Troubleshooting Return Label Issues with Shippo in WeSupply

If your returns portal is not offering labels to customers or displaying an error related to the Shippo API, the issue may be due to an expired payment method in your Shippo account. This article explains how to resolve this issue and ensure your return labels are generated correctly.

Common Symptoms

• The returns portal does not offer labels to customers.
• An error message appears: "Shippo API label format changed: Your card is expired."

How to Resolve the Issue

To fix the problem, you’ll need to update the payment method in your Shippo account. Follow these steps:

1. Log in to Your Shippo Account:
   • Go to the Shippo website and log in using your credentials.
2. Navigate to Billing Settings:
   • In your Shippo dashboard, locate the Billing or Payment Methods section.
3. Update Your Payment Method:
   • Check if the credit card on file is expired or invalid.
   • Add a new payment method or update the existing one with current information.
4. Save Changes:
   • Confirm the updates to ensure your payment method is active and valid.
5. Test the Returns Portal:
   • Return to your WeSupply returns portal and attempt to generate a label to confirm the issue is resolved.

Why This Happens

The Shippo API requires a valid payment method to generate return labels. If the credit card on file is expired, the API cannot process label requests, resulting in errors and preventing labels from being offered to customers.

Key Considerations

• Regularly Check Payment Methods: Ensure your payment information in Shippo is always up to date to avoid disruptions in label generation.
• Monitor for Errors: If you encounter similar issues in the future, check the Shippo API error messages for clues about the problem.

Need Further Assistance?

If you’ve updated your payment method in Shippo and are still experiencing issues with return labels, our support team is here to help. Reach out to us for personalized guidance!

For more information on managing returns and troubleshooting in WeSupply, visit our Help Center.