Package Pickup Failed | Troubleshoot

ShippingEasy Content Team

Updated June 05, 2024 19:19

ShippingEasy provides the option to schedule a package pickup when creating a USPS or UPS One Balance shipment. FedEx pickups must be scheduled through a FedEx account. Of course, when your package is not picked up, it is a frustrating experience.

Note

One thing to keep in mind is that for USPS, the mail carrier may not be required to pick up packages from a location that does not have mail to deliver to that address. To find out, contact your local Postal Service Consumer Affairs office.

On occasion, you will have done everything right and the pickup will still fail. When that happens, we will alert you on the SHIPMENT HISTORY page with a Pickup Request Failed notice next to the order. Hover your mouse over the message to see the error.

Package pickup error message that says Unable to schedule pickup due to missing info: phone number

If you are still experiencing trouble getting your packages picked up, here are a few troubleshooting steps to try:

Is a phone number saved to the SHIP FROM ADDRESSES used as the return address?

A phone number is required in order to provide the package pickup service. An error message will be displayed on the SHIPMENT HISTORY page if no valid phone number can be found. To confirm you are using the correct Ship From address that includes a phone number, check that the correct address is selected on the ORDERS page.

To save a phone number to your Ship From address, go to SETTINGS > SHIP FROM ADDRESSES. Click the address that you use for shipments and add a valid phone number.

Address with no phone number highlighted on Ship From address page

Click the "Edit Address" button:

Edit Address button highlighted on Ship From Address page

Add the phone number and click "Save Addresses".

Future labels will have this phone number associated with the pickup request.

If your pick-up failed due to an invalid phone number or other address error, you can correct the issue and generate a new label on the SHIPMENT HISTORY page.

Is the Ship From address a PO Box?

USPS and UPS can only pick up a package from a physical location. If your business' Ship From address is a PO Box, neither will be able to pick up your packages.

Did you advance the ship date to the next available pickup day?

Package pick-up can only be scheduled for the next available pickup day. If you see a message such as NOTE: Pickup only offered if ship date is 10/29, then you will need to select the specified date on the pickup calendar.

Did you check the option to Request a Pick Up?

Checking this option tells ShippingEasy to send the pickup request to USPS or UPS.

Additional Shipment Options with arrow pointing to Request a Pick up checkbox.

Does SHIPMENT HISTORY display the shipment as scheduled for pickup?

When a pickup is successfully scheduled for a package, we will display a message in your SHIPMENT HISTORY confirming the pending pickup.

Did UPS receive your pickup request?

If the scheduled pickup is free from the above errors, verify the UPS Pickup Request.

The PRN number is the confirmation number that appears on the SHIPMENT HISTORY page.

If your package pickup was received by UPS, it is likely that human error resulted in the missed pickup. You can reschedule a pickup or take the package to the UPS Office to ensure shipment.

Did USPS and/or Stamps.com receive your pickup request?

If the scheduled pickup is free from the above errors, follow the steps below to confirm the pickup request was received by USPS and/or our label server, Stamps.com.

Locate the order with the scheduled pickup on the SHIPMENT HISTORY page, and hover the mouse over the icon in front of the words Pickup Scheduled. An info bubble appears with the pickup confirmation number in it.
Access USPS Schedule a Pickup tool and select Modify an Existing Pickup in the upper-right quadrant.
Enter the confirmation number and email address or phone number associated with the ship from address and click the Edit Pickup button.

If the confirmation number is recognized, USPS has received the pickup request. You can call 1-800-ASK-USPS (800-275-8777), or your local Post Office for further information.

If the confirmation number is not recognized by USPS, follow the next steps to confirm the pickup request was received by Stamps.com.

Click CARRIER FUNDS from the left side navigation.
Click on payment method to open up Stamps.com.
Go to Store Orders > Order History:
Click on Continue Printing on the top left of the page.
Go to the History tab and select Schedule a Pickup from the drop-down:
Find the list of your recently scheduled pickups:

If your package pickup was received by Stamps.com, or by USPS, it is likely that human error resulted in the missed pickup. You can reschedule a pickup or take the package to the Post Office to ensure shipment. Learn more about USPS One Balance package pickups.

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