Shipments

A shipment is the record of goods that travel from one place to another. It says who the goods are for, what is in the parcels, how they travel and where they are now. You create a shipment from an order or on its own. From then on it holds the label, the tracking number, the status and the proof that the goods arrived.

Where to find it: Logistics → Shipments → Shipment list and Logistics → Shipments → New shipment. In the Polish interface the group is called Zlecenia logistyczne.

When you'll use it

• You send an order with your own vehicle, with a connected courier (InPost, DHL, DPD or FedEx), with another carrier, or the customer collects it from you.
• You send something that has no order, for example a sample or a spare part.
• You print the carrier label, look up the tracking number or send the customer a tracking link.
• You order a courier to collect the parcels you dispatched today.
• You check where a delivery is, why a carrier refused it, or you close a shipment by hand.

Key concepts

• Shipment — one transport, with its own number, for example SHP-0042. Complaia assigns the number when you save. You cannot type it or change it. See shipment in the glossary.
• Delivery method — how the shipment travels. There are four kinds. They are compared below.
• Saving can mean dispatching. With a connected courier, saving the shipment also sends it to the courier and creates a paid label. There is no separate send button. The save button then reads Create and dispatch. With the other methods, saving only creates the shipment.
• Goods and parcels — the goods are the lines of the shipment. Each line has one or more parcels: the boxes you physically send. One parcel is one box and one page of the carrier label.
• Shipment from an order or standalone shipment — a shipment made from an order takes the recipient, the goods, the delivery cost and the cash on delivery from the order. You cannot change those values on the shipment. You fill in a standalone shipment yourself. A standalone shipment with goods from your catalog goes through the warehouse like an order: it appears on the stock reservation and packing lists.
• Contractor — the person or company the shipment is booked for. You choose them from your entities, or you type the details on the shipment only.
• Place of dispatch — the address the goods leave from. With a courier, this address is printed on the label, and the courier comes there to collect the parcels.
• Return — a shipment that comes back to you. Your own driver collects the goods from the customer and brings them to your warehouse. A return is created from a claim or return, not from New shipment. It has a Return badge.
• Customer tracking link — every shipment has a public page that the customer can open without signing in. See Delivery & tracking.

Delivery methods

Method	What saving does	What you fill in	Who moves the status
Own transport	Creates the shipment. It waits until a dispatcher puts it on a route. Complaia assigns a shipment number that starts with CMPL-.	Delivery address, optionally the place of dispatch, planned pickup and planned delivery	The route: loading and delivery scans
A connected courier: InPost, DHL, DPD or FedEx	Sends the shipment to the courier and creates a paid label	A service, the delivery address or a pickup point, the recipient's contact details, and the weight and size of every parcel. The questions depend on the service	The courier
Other carrier	Only creates the shipment. Nothing is sent to anyone	A carrier from your carriers list. Optionally the carrier's service name, the waybill number and the tracking link you got from that carrier	You, by hand
Personal pickup	Only creates the shipment	The warehouse the customer comes to. There is no delivery address and no delivery cost	You, by hand, or the Hand over to customer button

A courier appears as a method only after you connect it. See Connectors. Each connected account is a separate card. A test account is marked as such on its card.

What each courier can do differs:

• Only InPost delivers to parcel lockers.
• DPD does not let you cancel a label from Complaia. A DPD parcel that you do not hand to the courier does not travel and is not charged.
• InPost delivers only within Poland. DPD and FedEx collect cash on delivery only within Poland.

Statuses

Status	Meaning
Pending	Created. Nothing has happened yet. An own-transport shipment that is on no route waits in the planning backlog
Planned	Placed on a route
In progress	Loaded and on the road, or travelling with the courier
Delivered	Handed over. This is final: the shipment is closed
Not delivered	A delivery attempt failed. An own-transport shipment goes back to the planning backlog, ready for another route
Cancelled	Called off. This is final: a cancelled shipment is not reopened. Create a new one

On a return, Delivered reads Received and Not delivered reads Not collected.

When a shipment with cash on delivery is delivered, the amount is recorded as a payment on its order.

The screens

Shipment list

The list shows one row per shipment, newest first. Click a row to open the shipment.

Column	What it shows
(first column)	The shipment number. A Return badge next to it marks a shipment that comes back to you
Customer	Who the shipment is for
Pickup place	The place of dispatch: a warehouse, an entity or an address
Delivery place	The delivery address, or the pickup point when the shipment goes to a parcel locker
Delivery method	The method and, for a courier, the service. For another carrier, its name
Status	One of the statuses
Route	The route number, or No route
Fulfilment date	The planned delivery. When there is none, the planned pickup
Created	When the shipment was created

Use Filters to narrow the list by number, customer, Delivery method, Status, Fulfilment date or Created. The header has Refresh and New shipment. If you send with DPD, the header also has a button for the handover protocol. There are no bulk actions on this list. You handle each shipment on its own page.

📷 Screenshot to add: the Shipment list with a parcel-locker shipment, an own-transport shipment on a route and a return with the Return badge.

New shipment

New shipment is a form in five steps: Transport, Addresses, Goods, Payment and Summary.

• A step opens only when the steps before it are complete.
• The bar at the bottom of the screen lists what is still missing, as short instructions. For example: Choose the carrier service.
• When two of your choices contradict each other, a red notice Conflicting shipment settings appears above the steps. It stays visible on every step. Its button takes you to the step where you can fix the cause. For example, you change the delivery country in Addresses, and the courier does not collect cash on delivery in that country.
• Clear in the header empties the whole form. If you have already entered something, Complaia asks you first.

How to fill in each step is described in Create a standalone shipment.

📷 Screenshot to add: New shipment, step Transport, with the method cards, a chosen service and the Cash on delivery switch.

The shipment page

The header shows the shipment number, with Refresh and Edit. On a personal pickup it also has Hand over to customer.

Notices at the top tell you what needs attention:

• The carrier refused the shipment, with the courier's reason and a Fix transport button;
• Order cancelled, shipment on its way — the order was cancelled after the goods were loaded or dispatched. Nothing changes by itself. Decide whether to stop the shipment, collect the goods or cancel the label;
• Boxes have not left stock — the shipment is delivered, but some of its boxes are still in warehouse stock. The button opens the list of boxes to clarify on the Shipment handover screen;
• Notes from dispatch — warnings that were known when the shipment was dispatched, for example that the goods may not fit the locker compartment;
• Return — the goods come back to you;
• a note that this shipment holds the goods left over from an earlier shipment after a failed delivery, with Open source shipment;
• missing recipient contact details that the service needs, with Complete contact.

The page has three tabs: Overview, Goods and Documents.

Overview has four sections:

• Transport:
  • the carrier and the service, with the courier's own status and the time it was read;
  • the Waybill number, with icons to copy it, open the label and open the carrier's tracking page;
  • Customer tracking: the link to the public tracking page, with icons to copy and open it;
  • for a courier: Refresh carrier status and Cancel at carrier in the section header.
• Addresses and contact:
  • Sender and Recipient. On a return they read Return from and Return to;
  • the Pickup point, when the shipment goes to one;
  • the Contractor, the linked Orders, the Route and the Planned dates. Click an order or a route to open it;
  • the Internal notes.
• Payment:
  • Delivery gross — what the customer pays you for delivery;
  • Carrier price — what the courier charged, when it reported a price;
  • Cash on delivery. When the shipment carries several orders, Cash on delivery by order lists the amount for each;
  • a warning when the courier will not collect the cash on delivery for an order.
• Notifications — every message sent to the customer about this shipment, and the Send notification button.

Goods shows each line with its photo, code and parcels, and the totals: goods, parcels, weight and volume.

Documents lists the carrier label, the proof of delivery and the files you attached, each with Open. The CMR (the international consignment note) is not here. It is printed for a whole route — see Route planning.

On the right side, or above the tabs on a narrow screen:

• Courier pickup — on dispatched courier shipments that a courier collects. See Order a courier pickup.
• Status — the statuses in order, with the current one marked. See Change the status by hand.

📷 Screenshot to add: the page of a dispatched courier shipment: Transport section with the waybill number, the Courier pickup card and the Status card.

Common tasks

Create a shipment from an order

Before you start

You need the Orders: Edit permission. To send with a courier, the courier must be connected.

1. Open the order and go to its Shipments tab. Start a new shipment there. A dialog opens with the steps the chosen method needs. The step counter at the top shows where you are.
2. Items — tick what travels in this shipment and set the quantity of each line.
   • Everything that has not been shipped yet is ticked for you. The To ship column shows what is left.
   • Use All or Clear to change the selection quickly.
   • To send an order in parts, leave some lines for a later shipment.
3. Transport — choose Own transport, a connected courier, Other carrier or Personal pickup.
   • Optionally enter the Transport cost (Net, VAT rate, Gross). It is added to the order's delivery cost.
   • Check the place the goods leave from. The dialog shows in which warehouses the goods of this order are.
4. Click Next and answer what the method asks for:
   • for another carrier: the Carrier;
   • for a courier: the Service, then, depending on the service, the Parcel size, the Pickup point and the Parcels.
   • In Parcels, the sizes and weights come from the product data. You can correct them for this shipment. Every parcel needs its weight and size before the shipment can be dispatched.
5. With a courier, tick the box on the last step that confirms that a paid label will be created.
6. Click the create button at the bottom of the dialog. With a courier it reads Create and dispatch. The shipment is created and linked to the order. With a courier it is also dispatched at once.

The recipient, the delivery address and the cash on delivery come from the order:

• If the order is cash on delivery, the shipment is too, for the amount still unpaid on the order. For a partial shipment, it is the share of the items in this shipment.
• If the order is already paid in full, the shipment has no cash on delivery.
• If the customer chose a pickup point in your shop, only a courier that serves pickup points can deliver there. To deliver in another way, click Remove point from order.

To change these values, change the order. See Fulfilment & shipments.

Create a standalone shipment

Open Logistics → Shipments → New shipment.

Step 1: Transport

1. Under Method, click how the shipment travels.
2. Answer the questions that appear below. Each answered question folds up and shows Change:
   • Carrier — for Other carrier. Choose one from your carriers list. If a carrier is missing and your role may manage carriers, Carrier missing? Open “Carriers” to add it at the bottom of the list takes you there.
   • Service — for a courier. The default service from the integration settings is chosen for you when it fits the route. When the delivery country is already known, only the services for that route are listed.
   • Parcel size — for a parcel locker and for some courier services.
   • Pickup point — for a parcel locker. Type the Point code and click Find, or click a locker on the map.
3. For Other carrier you can also fill in Carrier service, Waybill number and Tracking link. The waybill number appears on the customer tracking page and is sent to the marketplace the order came from.
4. Turn on Cash on delivery if the recipient pays at the door. You check the amount in the last step.
5. If the field Insurance amount appears, fill it in. See Add cash on delivery.

If you change the method later, Complaia asks you to confirm and tells you what it will clear. The service, the parcel size and the pickup point are always cleared. The delivery address and the recipient contact stay when both methods deliver to an address. Goods and payment always stay.

Step 2: Addresses

1. Contractor — choose who the shipment is for.
   • If they are not in your entities and you don't want to add them, click Enter manually.
   • Choose the Type (Company or Private person), type the name and, optionally, the Tax ID (NIP). These details are saved on this shipment only. Choose from list takes you back to the list.
2. Pickup — the place of dispatch. Above the fields, choose where the address comes from: From warehouse, From the partner, From the carrier account or Manually. Only the sources that apply are offered.
   • The address follows the source. Only Manually lets you type it.
   • With From warehouse, choose the Pickup warehouse. Warehouses without a complete address are not listed. A note names them.
   • With a courier, the address is printed on the label and the courier comes there. The courier needs a complete address, including the building number.
   • With Personal pickup, this section is called Collection point, and you only choose the warehouse the customer comes to.
3. Delivery — optionally choose a Delivery client to take the address from their record. Leave it empty when the goods go to the contractor. Or type the street, postcode, city and country. For a parcel locker, this section shows the chosen pickup point.
4. Recipient contact — Recipient email, Recipient phone and Contact person. Fields that the chosen service requires are marked as required. For a parcel locker the courier sends the pickup code to these details.
5. Schedule — Planned pickup and Planned delivery. These appear only for own transport, other carrier and personal pickup. A courier sets its own times.

Step 3: Goods

1. Search in Add product from catalogue and click a product. For an item that is not in your catalog, click Custom item and type its name.
2. Set the quantity. For a catalog product, the parcels are filled in from its packaging data.
3. Click Edit parcels under the item. Check the length, width, height and weight of each parcel. Most courier services need all four values for every parcel. A line with missing values is marked.
4. Add, copy or remove parcels so that they match the boxes you send.
5. For DHL, tick Non-standard parcel on a parcel with an unusual shape or a very long side. The hint next to the box lists the cases. DHL charges extra for such a parcel.

The totals under the list show the goods, parcels, weight, volume and goods value. Warnings next to the totals tell you when the service takes fewer parcels, or lighter parcels, than you entered. For a parcel locker you don't enter parcels at all. Everything travels as one parcel of the compartment size you chose.

Step 4: Payment

1. Choose the Currency of the shipment. It applies to the goods value and the delivery cost.
2. Optionally enter what the customer pays for delivery: VAT rate, then Delivery net or Delivery gross. The VAT rate is filled in with your default rate. Delivery net works only when a VAT rate is entered.

With Personal pickup there is no delivery cost, so this step has nothing to fill in.

Step 5: Summary

1. Read the groups Transport, Addresses and Goods. Click Change next to a group to go back to it.
2. With cash on delivery, check To collect from recipient. See Add cash on delivery.
3. Under Documents and notes, attach files and add Internal notes if needed. See Attach documents.
4. Read the notice above the button. It says whether saving only creates the shipment or also sends it to the courier.
5. Click Create, or Create and dispatch. Complaia may ask you to confirm first:
   • with cash on delivery: Is the cash on delivery amount right? Check the amount and click The amount is right;
   • when the place of dispatch is a different warehouse from the one where the goods are in stock: Ship from a different warehouse than the goods?;
   • with a courier and open warnings: Dispatch despite warnings? The window lists what may go wrong. Click Dispatch anyway to go on.

The new shipment's page opens. If the courier refused the dispatch, the shipment is still saved. A red message names the reason. See When it doesn't work.

Ship to a parcel locker

1. In Method, choose your InPost account, then a parcel locker service.
2. Choose the Parcel size. Each card shows the compartment size and its weight limit.
3. Choose the Pickup point: type the Point code and click Find, or click a locker on the map.
4. In Addresses, fill in Recipient email and Recipient phone. InPost sends the pickup code there and refuses the shipment without them.
5. Add the goods and finish as usual.

If the goods are bigger or heavier than the compartment, Complaia warns you but lets you dispatch. InPost receives only the compartment size, so a parcel that does not fit is your risk.

A parcel locker shipment has no courier pickup. Take the parcel to a locker or to an InPost point yourself.

Add cash on delivery

Cash on delivery means that the driver or the courier collects the money from the recipient at the door.

• On a shipment from an order, you don't set it. It follows the order: the amount is what is still unpaid. For a partial shipment, it is the share of the items being shipped.
• On a standalone shipment, turn on Cash on delivery in step Transport and check the amount in Summary.

How the amount is calculated:

1. Complaia adds the gross value of the goods and the delivery cost. A line under the amount says how it was calculated.
2. To type a different amount, click Edit, type the amount and click Done.
3. To go back to the calculated amount, click Recalculate in the line under the amount.
4. If Complaia cannot calculate the amount, for example because a custom item has no price, the line says why. Type the amount yourself.

Before saving, Complaia always shows the amount and asks you to confirm it. A wrong amount is hard to correct later: the courier collects exactly this amount, and it is recorded as a payment on the order.

Who decides the currency:

Method	Currency of the amount
Own transport, Other carrier, Personal pickup	You choose it: Cash-on-delivery currency in the summary
InPost	PLN
DHL	DHL decides for the service and the delivery country. For example, EUR to Germany. On some routes DHL does not offer cash on delivery at all
DPD, FedEx	PLN, for shipments within Poland only

The amount is always shown with its currency. When the currency comes from the courier, a line explains it. The courier's currency is known only after you enter the delivery country in Addresses. If you typed an amount and the currency changed afterwards, a warning appears with Clear amount.

Insurance amount on foreign shipments

For some foreign destinations, Complaia cannot calculate the insured value of the parcel by itself. The required field Insurance amount then appears in step Transport, next to the Cash on delivery switch, with a line that explains why. The field can appear only after you enter the delivery country. So after you enter a foreign address, go back to Transport and check. Enter the parcel value in the currency named in the field's label.

Print the label and follow the parcel

1. Open the shipment. In Transport, next to the Waybill number, click the icon that opens the label. The label is one PDF (Portable Document Format) file with one page per parcel. It is also kept in the Documents tab.
2. If the waybill number is not there yet, wait a few minutes and click Refresh carrier status. Some couriers assign the number shortly after dispatch.
3. The icon next to the label opens the courier's own tracking page. Customer tracking gives you Complaia's tracking link for the customer.

Complaia also checks every open courier shipment with the courier once a day. The hour is set in the courier integration's automation rules. Complaia stops checking when the courier reports the parcel delivered, returned or cancelled, or 30 days after dispatch.

Complaia also saves the courier's number for each parcel, as printed under each barcode of the label. So the warehouse can scan the courier's label on the Shipment handover screen.

Order a courier pickup

A pickup is one visit of the courier for all dispatched parcels of one courier account, not for one shipment.

1. Open any dispatched shipment of that courier. The Courier pickup card shows the stages Ready, Booked and Collected, and how many shipments are ready for pickup.
2. Click Book pickup.
3. In Order a courier pickup?, check the places the courier will come to and the parcels for each place. Click Order pickup.

The card then shows when the courier arrives or when the pickup was booked, how many shipments are in this run, and the courier's order number.

• If the parcels leave from several places, the courier comes to each place separately.
• If a place has a problem, the window shows a warning. For example, the street has no building number. No pickup is booked for that place. Correct the address and book it separately.
• Parcels that the courier is still confirming are not included. The card says so. Wait a few minutes and click Refresh.

To call the pickup off, click Cancel pickup. This cancels the whole visit, for every shipment in it. The courier may refuse another pickup on the same day.

Each courier integration has a setting that decides how pickups are ordered: by hand, automatically at a set hour, or not at all because you have a standing pickup. See Connectors. With automatic ordering, the card shows the hour and the button Show what will be booked.

Generate the DPD handover protocol

DPD wants a handover protocol that the courier signs when collecting the parcels. Complaia prepares it by itself when it books a DPD pickup. You can also generate it yourself:

1. Go to Logistics → Shipments → Shipment list.
2. Click Handover protocol in the header. The number in brackets is the count of dispatched shipments that have no protocol yet.
3. Confirm.

The protocol covers all those shipments. The file is attached to each of them, in the Documents tab.

Cancel a shipment at the carrier

1. Open the shipment and click Cancel at carrier in the Transport section.
2. Confirm. The label is cancelled at the courier and the shipment becomes Cancelled. You cannot undo this.

The button is shown only while the courier still allows cancelling. This time ends soon after dispatch. DPD does not allow cancelling from Complaia at all.

When the courier has not reported the parcel's state yet, the button reads Try to cancel. Complaia asks the courier, and the answer appears on the shipment. If cancelling fails, a red note says that the parcel is still active at the courier.

If you cancelled the label directly with the courier, outside Complaia, click Already cancelled at carrier on the shipment. Until then, the shipment counts as having a valid label, and you cannot delete that courier integration.

Hand the goods over to a customer who collects them

Use this for a Personal pickup shipment, when the customer is at your counter.

1. Open the shipment and click Hand over to customer in the header.
2. Read the confirmation. It says how many boxes leave warehouse stock. Confirm.

The boxes leave stock, and the shipment becomes Delivered. You cannot undo this with one click: the goods come back to stock only when you receive a return.

Change the status by hand

1. Open the shipment. In the Status card, click SET next to the status you want.
2. Read the confirmation. It names the consequences. Click Set status.

What you can set depends on who carries the shipment:

• Own transport, other carrier, personal pickup — any status. Own-transport statuses normally change by themselves as the route is loaded and delivered.
• A shipment that is already with a courier — only Delivered, Not delivered or Cancelled. Setting one of them stops the updates from the courier. Setting Cancelled also cancels the paid label at the courier.
• A delivered or cancelled shipment — nothing. The shipment is closed.

Changing the status by hand does not take boxes out of warehouse stock. Boxes that did not leave stock appear on the list to clarify on the Shipment handover screen.

Edit a shipment

1. Open the shipment and click Edit.
2. Change what you need on the tabs Transport, Addresses, Goods, Payment and Documents. A dot on a tab means that something is missing there.
3. Click Save changes.

What you can change depends on the shipment's state:

State	What you can change
Not dispatched to a courier, including a dispatch that the courier refused	Everything except the shipment number. If a courier is selected, saving dispatches the shipment. Complaia asks you to confirm, and the button reads Save and dispatch
Dispatched to a courier	Only documents, internal notes and the delivery cost. Transport, addresses, goods and cash on delivery are locked, because a dispatched parcel cannot be changed at the courier. If the courier still allows it, use Cancel at carrier: this unlocks editing, and you dispatch again
Delivered or cancelled	Only documents, internal notes and the delivery cost
Created from an order	The delivery cost and the cash on delivery belong to the order. They are read-only at any stage

If the shipment is on a saved route and you change the delivery address, Complaia warns you first. The stop on the route does not move by itself. The people who plan routes get a notification and recalculate the stops — see Route planning.

Attach documents

You can attach files when you create a shipment (in Summary) or later (in Edit, tab Documents).

• Allowed files: PDF, JPG, PNG, DOCX and XLSX.
• Each file can be up to 15 MB. A shipment can have at most 25 documents.
• Photos are made smaller before they are saved. Other image formats are not accepted. Save the photo as JPG or PNG first.
• Choose the kind of each document, for example Invoice or Photo.

When you delete a file and save, the file is gone for good. Deleting the carrier label also removes the label link from the shipment, the order and packing.

Tell the customer about the shipment

1. Open the shipment. In Notifications, click Send notification.
2. Check the recipient and the channels. Each channel shows whether it will send, is turned off in the settings, or has no contact details.
3. Choose the kind of message: Delivery date, Shipment on its way or Delivery confirmation. Delivery date is not offered for courier shipments, because the courier sets the date.
4. Click Send notification.

The texts of these messages and the channels are set up under Deliveries and notifications.

When it doesn't work

What you see	Why	What to do
Next is greyed out, or a step cannot be opened	Something required in this step or an earlier step is missing	Read the list in the bar at the bottom. It names each missing thing, for example Fill in parcel dimensions for item no. 2
Conflicting shipment settings above the steps	Two choices contradict each other, and the cause is in another step	Click the button in the notice and change the choice there
… does not ship to …. Pick another carrier or correct the delivery address.	The courier does not deliver to that country. InPost delivers only within Poland	Choose another courier or correct the country
This service accepts at most … parcels and the shipment has …. Split it into two shipments.	The service limits the number of parcels	Remove parcels or create a second shipment
Parcel too heavy for the carrier next to the totals	A parcel is heavier than the courier accepts	Split the goods into more parcels or choose another courier
Parcel heavier than size …	The heaviest parcel is heavier than the chosen size is priced for. The courier may charge extra	Choose a bigger Parcel size, or dispatch anyway
The carrier does not collect cash on delivery on this route, so it will refuse the dispatch.	The courier has no cash on delivery for that service and country	Dispatch without cash on delivery, choose another service, or use your own transport
A notice that the courier settles cash on delivery in another currency	The order or the shipment is in a currency that the courier does not collect on that route	Settle the order before dispatch, or send it with your own transport
The selected service is domestic but the shipment goes abroad. The carrier may refuse it. (or the other way round)	The service does not match the delivery country	Go back to Transport and choose a matching service. This is a warning: you can dispatch anyway
A note that the service was changed because the old one does not cover this route	You changed the delivery country, and Complaia switched to the courier's matching service for the new route	Check the service in Transport
The Pickup warehouse list does not show a warehouse	The warehouse has no complete address	Complete the address in the warehouse settings
A message that the street has no building number	The courier requires a building number in the place of dispatch	Add the number at the end of the street, in the warehouse address or on the shipment
In the order dialog, Own transport, Other carrier and Personal pickup are greyed out	The customer chose a pickup point. Only a courier that serves pickup points can deliver there	Choose that courier, or click Remove point from order if you agreed another delivery with the customer
In the order dialog: The order is missing data required by the selected service: phone, email.	The order has no recipient contact, and the service needs it	Type it in the notice and click Save to order
The carrier refused the shipment on the shipment page	The shipment was saved, but the courier rejected the dispatch. The notice quotes the reason	Click Fix transport, correct what the reason names and click Save changes. Saving dispatches again. Creating another shipment from the order does not retry the dispatch
Shipment … already existed for this order. We did not create a second one and nothing was dispatched again.	The same shipment was requested twice, for example by a double click	Nothing. The first shipment is the one to use
A message that the shipment is being dispatched right now, so your changes were not saved	You saved while the dispatch was still running	Wait a moment, refresh the shipment and save again
No label icon next to the waybill number	The courier has not returned the label yet, or the dispatch was refused	Click Refresh carrier status. Check for a refusal notice
No Cancel at carrier button	The courier no longer allows cancelling, or the courier is DPD	Contact the courier. If you do not hand the parcel to the courier, it does not travel
A notice that the integration is paused	The courier integration is paused	Resume it on the integration's page. Refreshing, cancelling and pickups work again after that
This shipment is closed because it was delivered or cancelled, so its status can no longer be changed.	The shipment is delivered or cancelled	Create a new shipment
This shipment is with the carrier, so the carrier drives its status. …	A dispatched courier shipment follows the courier's status	Wait for the courier, or close the shipment with a final status
The Courier pickup card has no button and says the courier is confirming shipments	The courier must confirm new parcels before a pickup can be ordered	Wait a few minutes and click Refresh
The Courier pickup card says that Complaia does not book pickups for this courier	Pickups for this courier account cannot be ordered from Complaia	Book the pickup directly with the courier
Every parcel covered by this pickup has been cancelled, so the courier would arrive for nothing. …	All shipments of the booked pickup were cancelled	Click Cancel pickup, unless you are adding other shipments
A message that a file has an unsupported format	The file is not PDF, JPG, PNG, DOCX or XLSX	Save it in one of these formats and attach it again
Nothing was sent. Check the channels and the recipient's contact details.	No notification channel is on, the shipment has no e-mail, or the customer was already asked for this date	Turn the channel on under Deliveries and notifications and complete the recipient contact

Permissions

Permissions are granted per role — see Roles & permissions.

To do this	You need
See the shipment list and open shipments	Shipments: View
Create a shipment with New shipment	Shipments: Create
Create a shipment from an order	Orders: Edit
Edit a shipment, change its status	Shipments: Edit
Cancel at the carrier, book or cancel a courier pickup, generate the handover protocol, send a notification	Shipments: Edit or Planning and route operations: Edit
Refresh the carrier status	Shipments: View is enough
Hand the goods over to a customer who collects them	Shipments: Edit or Warehouse: Stock movements
Follow the links from a shipment to its order or route	Orders: View or Planning and route operations: View. Without them, the numbers are plain text

Warehouse staff with Stock reservation or Order packing can read the shipments they reserve or pack, without Shipments: View. The role editor also lists Shipments: Delete, but no button uses it.

Related

• Delivery & tracking — proof of delivery, customer notifications and the public tracking page
• Carriers — your list of carriers for the Other carrier method
• Route planning — putting own-transport shipments on the road
• Fulfilment & shipments — the order's side of shipping
• Connectors — connecting InPost, DHL, DPD and FedEx
• Automation rules — courier status checks, automatic pickups and shipments created from orders
• Mappings — sending tracking numbers back to the shop or marketplace the order came from
• Order packing · Shipment handover · Loading