If you encounter an error when booking a shipment, use this glossary to understand what the error means and how to resolve it. For errors specific to a provider, select the relevant provider below.
Example error message:
When a booking error is returned by a provider, the provider name is displayed in the header and the error message is shown in the Errors section, as illustrated below.
General booking error messages
Customs information is missing or invalid
Carrier server error. Internal Server Error. Status Code: 500
Provider-specific help articles
DHL error messages (all entities)
DPD error messages (all entities)
The location is invalid
This error means that the origin and/or destination address details are invalid or cannot be recognised. This is commonly related to the city, postcode or formatting in Address Line 1 and/or Address Line 2.
What to do:
Check that the origin and destination addresses are correct against your records and, if necessary, using an online mapping service such as Google Maps.
Pay particular attention to the city and postcode. If necessary, cross-check the postcode using a reliable postcode or address finder for that country.
👉 Note: If the address details are correct, but you still do not see any rates, please refer to this help page: SHIPPING METHOD: Why am I getting high rates (or no rates at all)?
Customs information is missing or invalid
This error may occur when required customs or tax information is missing or invalid for an international shipment.
What to do:
Check the VAT and/or EORI information included in the origin and destination addresses and ensure that the appropriate details have been provided for the shipment.
Only enter the information required for the shipment and ensure that the values do not exceed the permitted field length.
If you are unsure which VAT or EORI information is required, check with your local customs or compliance team before booking the shipment.
Booking cannot be booked as it has been soft-deleted
This error means that the original booking is no longer valid. This can happen when the order used to create the booking is updated, for example if the destination is changed. The original booking is then soft-deleted and a new booking is created.
What to do:
Search for the shipment using the shipment reference.
If a new booking has been created, open the new booking, make any required changes and complete the booking as normal.
👉 Note: If the shipment still cannot be found, please follow the steps detailed in this article: I can't find a shipment or order in the 7bridges software
Carrier server error. Internal Server Error. Status Code: 500
This error means that a temporary server issue prevented the booking request from being completed.
What to do:
Wait a short while and try booking the shipment again.
If the error continues, contact 7bridges Support for assistance.