Category: 🚛 Shipping & Delivery | Section: Shipping label download issue | Contact reason: Shipping label download issue
Summary — read this first
What this article covers: a shipping label that cannot be downloaded or generated — by the seller, at the post office (Colissimo) or by the warehouse for a send-out. 4 use cases across 3 guides; each one states the exact conditions it applies to and the steps to follow.
| Escalation team(s) | Logistics / SWAT |
| Ticket status | On-hold → Solved |
| Key system paths | C360 > Item info > Shipping status > Sponsored |
| Macros | — |
Pick your use case:
- Seller shipping label is not accessible — ✔️ Sponsored country — Transfer the ticket to ADM_multi_L1_swat-team
- Seller shipping label is not accessible — ❌ NON-sponsored country — Prepaid shipping labels are not available in certain countries Shipping from non-sponsored countries can only be authenticated shipping Seller…
- Colissimo - Seller must print the label at the post office — Set the contact reason to Shipping label download issue
- Warehouse cannot generate shipping label for send-out — Contact the buyer to request a complete and correct delivery address and put the ticket “On Hold”
Search keywords: access label, label not accessible
Seller shipping label is not accessible
Context: Seller contacts CS because they cannot access their shipping label
First steps (all cases)
🎯 Process: Check whether the seller ships from a sponsored country or not to know if he was eligible for a prepaid shipping label
- Go to C360 > Item info > Shipping status > Sponsored
- You can also check the list For DHL, please inform the client that it may take up to 1 hour once they downloaded their shipping label for the data to be available at DHL. Invite them to wait 1 hour before to go to DHL
1. ✔️ Sponsored country
🎯 Process
- Transfer the ticket to ADM_multi_L1_swat-team
- Leave the ticket status as “Open”
2. ❌ NON-sponsored country
Prepaid shipping labels are not available in certain countries Shipping from non-sponsored countries can only be authenticated shipping Seller item must be received at VC warehouse within the 14 days. Otherwise, the sale will be cancelled
🎯 Process
- Inform the seller that he will need to pay for the shipping label himself including customs fees. VC provides an identification label for Logistic to identify the parcel. Ask the seller to log into his account (available on App & Website) in order to print this identification label it and to insert it in the parcel when shipping
- Solve the ticket
Colissimo - Seller must print the label at the post office
Context: Seller contacts CS because they cannot download a proper shipping label and they are asked to print it at the post office. Items value is > or = €750 The seller must go to a post office if they wish to print their label. They will receive a token (barcode or QR code on the attached document) which will be used when printing the label at the post office.
Use case 3 — single process, no branching: follow the steps below.
Process to follow
🎯 Process
- Set the contact reason to Shipping label download issue
- Please inform the member that due to security reasons, they have to print their shipping label directly at the ‘La Poste’ office (either at a machine or at the counter). Then, they will have one hour to drop off the item, otherwise the label will no longer be valid. Please ask them to make sure they have the barcode/QR code received from Vestiaire or available in their VC account
- Solve the ticket
Warehouse cannot generate shipping label for send-out
Context: The warehouse has informed CS that they are unable to generate a shipping label to send an order due to an issue with the buyer’s delivery address
Use case 4 — single process, no branching: follow the steps below.
Process to follow
🎯 Process
- Contact the buyer to request a complete and correct delivery address and put the ticket “On Hold”
- Once the ticket reopens:
- If no response from the buyer:
- Follow up to request the correct delivery address again
- Place the ticket “On Hold” once more
- If the buyer responds with the correct address:
- Escalate to the Logistics Team via Child Ticket with the updated address
- Update the delivery address in the buyer’s “Address Book” as well to avoid similar issues in the future
- If the ticket reopens again and the buyer still has not responded:
- Escalate via Child Ticket to the Logistics Team requesting that the item be relisted on the buyer’s account
- Inform the buyer that, as we have not received a response, the item will be relisted for sale on their account