Troubleshooting (Error Resolution)

This page provides solutions to common SpeedPAK errors that we have received multiple inquiries about.
 

1 ) "Could not retrieve eBay token / sellerId-orderId" error

When selecting Orange Connex (SpeedPAK) to create a label for an eBay order, you may encounter the following error:

• Could not retrieve the eBay token. There may be a problem with the sellerId/orderId combination.

Cause
This error occurs when the eBay account is not authorized (connected) in the Orange Connex (SpeedPAK) Seller Portal. To create a SpeedPAK label, the eBay account you're shipping from must be authorized on the Orange Connex side. If it isn't, Orange Connex cannot correctly retrieve the eBay order information (sellerId / orderId), which triggers the error above.

How to fix
Log in to the Orange Connex Seller Portal and check whether your eBay account is authorized.

1. Log in to the Orange Connex Seller Portal
2. Open "My Center" → "eBay Account Authorization" in the left menu
3. Confirm that the eBay account you want to ship from appears in the list and that its "Authorization Status" shows "Authorized"

If the eBay account is not in the list, or is not "Authorized," add and authorize it via the "+ eBay Account" button on the same screen. Once authorization is complete, try creating the label again in Ship&co.

2 ) "Invalid HTS code" error for shipments to the US

When creating a SpeedPAK label for shipments to the United States, you may encounter the following errors: 

• HTS code must be a 10-digit number. Please check and re-enter. The HTS code entered is invalid. Please check and re-enter.
• The HS Code (tariff number) is required to be 10 digits long.

Cause
When generating labels for US-bound shipments, the Orange Connex API validates HTS codes against the official USITC (United States International Trade Commission) database. The error occurs in the following cases: 

• The code entered is not listed in the USITC database
• The code is not 10 digits (e.g. a 6- or 8-digit HS code was entered instead)
• The code contains non-numeric characters such as hyphens or spaces

How to fix
Look up the correct 10-digit HTS code for your item in the official USITC database, update the code, and try creating the label again.

▶ Open the USITC HTS Search