Troubleshooting

This section provides reference information and guidance for resolving common issues with your live integration.

Use this guide to diagnose and resolve common operational issues.

Your system can’t process the booking file

If you receive errors when parsing the booking CSV file, check these things:

Manually inspect the file. Open the file in a text editor to check for corruption or formatting issues.
Compare the column headings in the file to the structure outlined in the Receive bookings section.

If these steps don’t resolve the issue, contact your account manager, or Shippit support.

If you don’t see tracking updates on the Shippit platform, check these things:

Check the upload location, and make sure you’re uploading to /inbound/tracking/ on Shippit’s SFTP server.
Check the filename, and confirm it matches the Tracking_YYYY-MM-DD_HHMMSS.csv format.
Check the file contents, and verify that the tracking_number, status_code, and event_timestamp are correct.

If these steps don’t resolve the issue, contact your account manager, or Shippit support.

There are several error codes that the webhook could return:

HTTP code	Description	Action
`401 Unauthorized`	The authorisation header is missing or the secret token is incorrect	Verify the credentials you are using
`400 Bad Request`	The JSON payload is malformed or missing required fields	Compare the column headings in the file to the structure outlined in the Send tracking section.
`5xx Server Error`	This could be a temporary issue on Shippit’s side.	Retry with exponential back off. If persistent for over 30 minutes, check the Shippit Status Page or contact Shippit support.