Support → Label Issues

Label Issues

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Label creation paths

Labels in the Ceries OMS are created through two paths depending on your workflow:

  • Rate Shopper — Select an order from the queue, compare carrier rates, and print. Standard single-order flow.
  • Bulk Print (MORS) — Print labels for multiple orders at once using preset carrier rules.
Labels must always be created through the OMS — never through Shopify admin or a carrier portal directly. Labels created outside the OMS won't deduct inventory or update order status.

Can't print a label

Order doesn't appear in the Rate Shopper queue

The Rate Shopper only shows unfulfilled orders that have at least one configured SKU. Check:

  1. The order is not cancelled or already fulfilled.
  2. All SKUs on the order have a configuration in the SKU Config tab.
  3. If the store was recently connected, wait 5 minutes for the order sync to complete.

No rates returned

If the rate fetch comes back empty, the most common causes are:

  • Missing or invalid shipping address on the order (especially state abbreviation or ZIP code format).
  • Package weight is 0 — check that SKU dimensions and weight are configured.
  • Carrier account issue — contact Ceries support.

Wrong address on label

If a label was created with an incorrect address, void the label immediately and do not ship it.

1
Contact Ceries support

Email support@ceries.com with the order number. We'll void the label and reset the order for reprint.

2
Correct the address in Shopify

Update the shipping address on the Shopify order before we reprint. The corrected address will sync to the OMS automatically within a few minutes.

3
Reprint the label

Once we confirm the void and address update, the order returns to the Rate Shopper queue for reprinting.

Reprinting a label

If a label was created but lost or damaged before shipping, contact Ceries support with the order number. We can reprint from the existing label without voiding the original or creating a duplicate charge.

Do not attempt to create a second label for the same order — this results in two billable labels. Always contact support for reprints.

Voiding a label

Labels can only be voided within 30 days of creation. Once a label is scanned by the carrier, it cannot be voided.

To request a void, email support@ceries.com with the order number and reason. We'll handle the void and credit if applicable.