Introduction

This guide helps you troubleshoot shipping errors in TRAEDE that may not clearly explain what’s going wrong—such as vague messages like "service code not available". These types of errors often originate from Webshipper, and TRAEDE support cannot assist with them directly. Instead, you'll learn how to gather the right information and contact Webshipper support effectively.

If you haven’t already, we recommend first watching the guide "How to handle shipment errors you do understand", as it covers the basics.

Step 1: Understand the nature of the error

If you receive a vague error message like:

Service code not available

This often means that:

• You’re trying to book a shipment to a country not supported by the selected carrier.

• You’ve selected a service (e.g., GLS drop point) that isn’t available in the destination country.

🧠 Important: TRAEDE cannot help with these types of errors. You need to contact Webshipper support with specific details.

Step 2: Locate the shipment ID

1. In TRAEDE, go to the affected shipment.

2. In the browser URL, find the number after shipments/.
   Example URL:

   https://yourdomain.traede.com/shipments/12345
   

   In this case, copy 12345.

Step 3: Find and download the shipment file

1. Go to Document exchange in TRAEDE.

2. Under Key, type:

   order_shipment_id
   

   (Use only lowercase letters.)

3. In Value, paste the shipment ID you copied earlier.

4. A row should appear with Document type = shipment_delivery_notes_push.

5. Click the row and download the file shown in the white area.

📥 This file must be attached to your email to Webshipper support.

Step 4: Gather subdomain and error message

• Subdomain:

  • Go to App store > Webshipper in TRAEDE.

  • At the top, you’ll find your domain (e.g., yourcompany). Use this in your email.

• Error message:

  • Go to Fulfillment and find the error text inside quotes (e.g., "Service code not available").

Step 5: Email Webshipper support

Send an email to:
📧 support@webshipper.com

Example email template:

Subject: Why is this shipment to DHL not booking?

Hello,

I have a shipment I tried to book to China with DHL, but it failed.  
I have attached the relevant file.

Subdomain: yourcompany  
Error message: "Service code not available"

Best regards,  
[Your Name]

📎 Remember to attach the file you downloaded from Document exchange!