HelpUpdated
Fix common setup and shipping problems
In short
Find the message or symptom you see below. Most problems come from the NetSuite token (a value copied wrong, or a role that can't run the connector), the import settings (the wrong record type or statuses) or a carrier account's keys. NesoTMS never retries a purchase by itself, so an unclear purchase is something to check, never something to repeat.
- Covers
- NetSuite setup, lists, rates, purchases and printing
- Still stuck
- Email info@nesotms.com with the order number
On this page6 sections
Connecting NetSuite
| What you see | What it means | What to do |
|---|---|---|
| Test connection reports a rejected login | NetSuite refused the token. | Copy the four values again (NetSuite shows the secrets only once, so you may need a new token) and check that the token runs as the role you meant. |
| The role isn't in the deployment's audience | The token's role isn't allowed to run the connector. | Give the token the NesoTMS Connector role, or add your role to the audience of the NesoTMS script deployment under Customization › Scripting › Script Deployments. |
| A wrong script or deployment | The RESTlet URL points somewhere else, or belongs to another account. | Copy the External URL again from the NesoTMS deployment the setup page names. NesoTMS checks that it belongs to your account ID. |
| The install stops because the connector is already there | NesoTMS never installs over an existing connector. | Choose The connector is already installed and connect with the four values. |
| The install failed after you pasted the Certificate ID | NetSuite or the install refused it. The reason shows with your Certificate ID filled in. | Correct it and choose Try again. If the certificate expired, choose Start over for a new one. |
| Setup says the install isn't available yet | The install isn't turned on for your company. | Email info@nesotms.com. |
Orders and lists
| What you see | What it means | What to do |
|---|---|---|
| The Clerk Station is empty | It lists item fulfillments in Packed status only. | Pack the orders at the Packing Station, or set them to Packed in NetSuite. |
| The Packing Station is empty | Nothing matches the record type and statuses in your import settings. | Check the Import step of NetSuite setup, and use the preview to see what NetSuite returns for those settings. |
| A Clerk Station search finds nothing | The Clerk Station searches Packed fulfillments only. | The message links to the Packing Station, where the order is if it is still picked, and to Shipments History, where it is if it has shipped. |
| Your company's NetSuite settings couldn't be loaded | NesoTMS couldn't read your setup just then. | Choose Try again. The pages never fall back to sample settings, so nothing starts until your own settings load. |
| A sales order won't pack | Nothing is left to fulfill, a line needs inventory detail (bins, lots or serial numbers), or NetSuite refused the new fulfillment. | Pack that order in NetSuite. The message on the page says why it was refused. |
Rates and labels
| What you see | What it means | What to do |
|---|---|---|
| No rates appear | Rates load by themselves only once every box has a length, width and height. | Fill in the sizes, or choose Get rates for a quote from weight alone. |
| One carrier is missing from the rates | That carrier returned an error, or none of its services is turned on. | The other carriers' offers still show, with a message about the one that failed. Check that account's services and run Test connection on the Carriers page. |
| No FedEx offers to Canada | FedEx quotes to Canada need the commercial invoice's item lines. | Fill in the items, their net weights and the export reference. See Ship to Canada. |
| Buy & print is off | Something changed after the rates loaded, or something required is missing. | Wait for the fresh rates, or fix what the page names next to the button. |
| Buying is refused: “Your company needs a plan to buy labels” or “Your company's plan has ended, so labels can't be bought” | The company has no running trial or plan. Nothing was bought and nothing was charged. | An admin chooses a plan on the Billing page. Then buy again. |
| An offer says Rates only | NesoTMS can't buy that service, or its Labels switch is off on the account. | Choose another offer, or turn on labels for the service on the Carriers page if NesoTMS supports it. |
| A freight estimate isn't selected | Freight is never selected for you until each handling unit's details are entered. | Turn on Freight handling units on the ship page and fill in every unit. |
After a purchase
| What you see | What it means | What to do |
|---|---|---|
| Not in NetSuite yet | The label is bought, but NetSuite didn't take the update, for example because a workflow refused the save. | Choose Retry NetSuite update. A retry sets the same values again, so nothing is doubled. |
| NetSuite refused the status change | The boxes, tracking numbers and cost were saved, but not the Shipped status, often because of a closed period or a workflow. | Set the status to Shipped in NetSuite by hand. |
| The last purchase wasn't confirmed | The carrier didn't answer clearly, so NesoTMS doesn't know whether a label was made, and it blocks a second purchase. | Check the carrier account for the shipment before you do anything else. NesoTMS never retries by itself. |
| A label didn't print | The purchase counts; only the print failed. The Documents tab shows the reason. | Choose Print in this browser or Reprint to station, and check the printer. See Print labels. |
| The carrier refused a void | The label is still active, and NetSuite wasn't changed. | Read the carrier's message, and check with the carrier if the label still can't be voided. |
Still stuck
Email info@nesotms.com with the order number, what you did, and the exact message on the screen. Never send passwords, NetSuite tokens or carrier keys by email: NesoTMS will never ask for them.
Troubleshooting questions
Is it safe to click Buy again after an error?
Only when the page offers it. A refused purchase says so and can be tried again, and one that asks for a plan can be tried again once an admin has chosen a plan. An unconfirmed one blocks a second purchase until it is settled, so the same order can't be bought twice.
Link to this answerWhy does a test label never show in NetSuite?
Labels bought on a carrier account set to Test, and USPS sandbox labels, never update NetSuite by design, so you can test without changing a record.
Link to this answerWe revoked the NetSuite token. What happens?
NesoTMS can no longer reach NetSuite, so lists and updates fail and Test connection reports a rejected login. Create a new token and use Replace keys on the setup page.
Link to this answerWho can fix the setup?
An administrator of your NesoTMS company. Members see NetSuite setup and the Carriers page read-only.
Link to this answerRelated pages
- Connect NetSuite: step-by-step setup guideConnect NetSuite to NesoTMS: turn on the features, install the connector, create the access token, test the connection, choose what to import and turn it on.
- Pack, ship and void ordersPack orders at the Packing Station, ship from the Clerk Station, buy and print labels, void them, make return labels and ship without a NetSuite order.
- Print shipping labels and documentsPrint labels from the browser, or set up a shipping station with NesoTMS Print: install it, approve it, choose printers and copies, and reprint when needed.
- Connect UPS, FedEx and USPS carrier accountsAdd a UPS, FedEx, FedEx Freight or USPS account to NesoTMS: the keys each carrier gives you, Test or Production, services and labels, and the connection test.