How to Fix ‘FedEx PrintedLabelOrigin contact is required’ When a Return Label Won't Generate

Overview

If an RMA doesn’t generate a return label and you see an EasyPost/FedEx error about a missing contact name or company, it usually means the customer record tied to that order is missing required contact information. Updating the customer’s name (or company) in Shopify and refreshing the order typically resolves it.

Example error:
Easypost Quote failed :: Easypost API: FedEx returned error: LabelSpecification PrintedLabelOrigin contact - companyName OR personName is required.

Who can use this

• Merchants using WeSupply Returns with EasyPost and FedEx.
• Shopify-connected stores.

When to use this

• An RMA is created, but no return label is generated.
• You receive the FedEx PrintedLabelOrigin contact error in WeSupply.

Root cause

FedEx requires a contact person or company name for the label’s Printed Label Origin. If the Shopify Customer associated with the order lacks a First/Last Name or Company, the carrier rejects the label request.

What you’ll need

• Access to Shopify (permission to edit Customers).
• Access to WeSupply (permission to view RMAs and attempt label generation).
• The affected RMA ID (e.g., 131404201471).

Step-by-Step Instructions

1) Identify the failed RMA in WeSupply

1. Go to WeSupply → Returns and open the affected RMA.
2. Attempt to Generate Label to confirm the exact error.
    

2) Open the order’s Customer in Shopify

1. In the RMA or original order view, note the Customer.
2. In Shopify Admin, go to Orders, then open the order associated with the RMA.

3) Add a person or company name

1. Click on the customer's name to be redirected to their full information.
2. Click on the three little dots next to the Customer section, and click on Edit contact information.
   
3. Fill in at least one of:
   • First name and Last name, or
   • Company name
4. Save the customer.

Tip: Make sure the name is saved on the main customer profile (not only on a past address). If needed, update the default address with a contact name as well.

4) Refresh the order in WeSupply

1. Back in the RMA in WeSupply, click Update/Refresh Order (or re-open the RMA to pull the latest data).
2. Try Generate Label again.
    

Expected result

After adding a valid personName or companyName to the Shopify customer and refreshing in WeSupply, the return label should generate successfully via EasyPost/FedEx.

FAQs

• Why does FedEx need a contact?
  FedEx requires at least one contact identity—person or company—for label compliance and routing.
• Do I need to update the carrier account in WeSupply?
  In most cases, no. This error is typically resolved by fixing the customer contact data in Shopify. If contact info is already complete and the error persists, review your carrier account contact details in WeSupply/EasyPost.
• Will I need to recreate the RMA?
  Usually no — refreshing the order data and re-attempting the label is enough.
• What if the customer refuses to provide a name?
  Use a company name field if available (e.g., your store name), but ensure you comply with your legal and privacy policies.

Troubleshooting checklist

• Customer has First name + Last name or a Company in Shopify
• Default address includes a Name
• Order data refreshed in WeSupply (or RMA re-opened)
• Re-attempted Generate Label in the RMA
• If still failing, verify carrier account contact details in WeSupply/EasyPost

Summary

When return labels fail with the FedEx PrintedLabelOrigin contact error, fix the customer’s contact info in Shopify, then refresh the order in WeSupply and regenerate the label. In almost all cases, simply adding a person or company name resolves the issue.