“How do I change a receiver address on a label I have printed?”
Please note that due differentiating carrier label preferences, the address can only be amended for the parcels being sent via Express delivery.
– Click on “Printed not Ready for Pickup” in the menu.
– For the order you need to amend click on “Edit Detail”.
– Edit as required and click on “Save”.
For Premium and Standard delivery, you must create a new shipment and delete the old.
“How do I change a receiver address on a label I have not printed yet?”
You can edit the details for receivers for Premium and Express items only. For Standard delivery, due to third party requirements, you need to delete the old shipment and create a new one. To edit the details for Premium and Express, follow the below steps:
– Find the order you need to amend and then click on “Edit Detail” – Edit as required and click on “Save”
“How do I change my sender details on a shipping label?”
If you want to change your email or business name that appears on the label, please contact Head Office support via this link or call 1300 65 65 96 AEST, Monday-Friday during business hours.
Shopify help.
“How do I import Shopify orders into ShipMate that existed before my store was integrated.”
– Click “Retrieve Shopify Order” in your ShipMate dashboard. (Top right.)
– Copy and paste Shopify order numbers in the pop up that appears. You can import 20 orders at a time.
– Ensure your Shopify store ID is selected before you click “Submit”.
Order management.
“How do I delete a new shipment?”
– Click on “New” in the menu.
– Select the order(s) you want to delete.
– Click on the trash can icon.
“How do I delete a shipment after I’ve printed the label?”
– Click on “Printed not Ready for Pickup” or “Ready for Pickup” in the menu.
– Select the order(s) you want to archive.
– Click on the archive file icon (next to Carrier Ref).
“How do I book a collection?”
When you download labels to print, shipments will automatically go into the “Ready for Pickup” and alert your driver to collect that day.
If you have moved item(s) to “Printed not Ready for Pickup”, you can move them back with the below instructions.
– Click on “Printed not Ready for Pickup” in the menu.
– Select the shipment(s) ready for collection.
– Click the navy “(0) Ready for Pickup” button in the navigation. The number in the brackets denotes how many items you’ve selected.
– Confirm to alert your driver.
– The shipment(s) will move back to “Ready for Pickup”.
“How do I cancel a parcel collection?”
If shipments are not going to be ready in time for collection, please follow the below instructions so that your driver is alerted.
– Click on “Ready for Pickup” in the menu.
– Expand the order that you want to cancel the pickup request for.
– Click on the red “Cancel Pickup Job” on the far-right hand side.
– Confirm the request to cancel.
– The order will move back to “Printed not Ready for Pickup” in the menu.
– When the shipment is ready for collection, move it back to “Ready for Pickup” by expanding the order and clicking the green “Ready for Pickup” button.
Printer help.
“Can labels be printed with any printer or do we need a specific one?”
You can use any label printer with our service. There are plenty of excellent and cost-effective options available online (including eBay) or at Officeworks.
We are also partnered with Zebra printers, which are the industry standard for label printing. Please download an exclusive voucher here.
For other alternatives, we recommend the Dymo Label Writer 5XL or the Brother QL-1100.
“How do I download the labels?”
When you print the labels from Shipmate, the labels download to your local downloads file. Open the file here and print. We recommend you open the label file in Adobe Acrobat or Google Chrome.
“What dimensions do I need to configure the correct label size for my printer?”
In the settings of your printer, enter the Australian shipping label size of: 150mm x 152mm or 4″ x 6″.
“Why are the labels printing at the wrong size?”
When you print the label please select “Actual Size” in the print settings. If you are printing Premium labels and this does not work, print your labels from Google Chrome.
Please do not try to fit multiple labels onto a page, this can distort the barcode and QR code and impact the ability to scan the label and therefore impacting delivery.
Password help.
“How do I change my password?”
– Click the person icon at the top right of your ShipMate dashboard.
– Click “Change Password”.
Tracking help.
“Who do I contact if there is an issue with the tracking or delivery of an item?”
Please contact our Customer Service team here or call 1300 65 65 96 AEST, Monday-Friday during business hours.
Our ShipMate support team are here to support you for all ShipMate technical enquiries.
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