Omnikyo/Help Center
Troubleshooting

Fix problems booking a parcel

When you try to send an order to a courier, you may see an error message. This page explains what each one means and how to fix it.

বাংলায়: অর্ডার Pathao বা Steadfast-এ পাঠানোর সময় error message আসলে এখানে তার কারণ এবং সমাধান রয়েছে। বেশিরভাগ error-এর মানে হলো কাস্টমার ডেটা অসম্পূর্ণ বা courier অসংযুক্ত থাকা। কয়েক সেকেন্ড অপেক্ষা করে আবার চেষ্টা করুন অথবা নিচের অনুযায়ী ডেটা ঠিক করুন।

Where to find it: The error appears as a toast message (notification) when you click Send to Pathao, Send Express to Pathao, or Send to Steadfast in the order row menu, or when you submit a bulk shipping.

No courier in the Ship menu

The Ship menu or Send to Pathao / Send to Steadfast items do not appear, or show No courier available when disabled.

What you see: The menu items are greyed out or absent entirely.

Why it happens: You have not connected either Pathao or Steadfast in Settings. Or you have connected Pathao but have not loaded any pickup stores yet.

How to fix it:

  1. Open Sidebar › Settings › Shipping and delivery.
  2. Look at the Couriers group. If both say Not connected, open each one and add your credentials.
  3. For Pathao: after saving your credentials, click Load stores to download your pickup stores from Pathao. The Ship menu will appear once at least one store is loaded.
  4. For Steadfast: click Check connection to verify your keys are working.
  5. Once you see Connected on at least one, come back to your orders.

Permission denied

A Ship menu item appears, but when you click it you see a toast Shipment Failed — "Permission denied: …"

What you see: Toast message with "Permission denied".

Why it happens: You have permission to see the Ship to Pathao or Ship to Steadfast menu items (because you hold the pathao.bulk_orders_create or steadfast.bulk_orders_create permission), but your role does not include the orders.create permission needed to actually book a parcel. Your owner can add this permission to your role.

How to fix it: Ask your business owner to edit your role in Settings › Team and add the Create new orders permission, which includes the ability to book couriers.

Still stuck? Your business owner can check your role's exact permissions in the Team settings.

Could not parse recipient address for Pathao

When you send a single parcel to Pathao, the toast shows Shipment Failed — "Failed to create Pathao order: Could not parse recipient address for Pathao."

What you see: "Could not parse recipient address for Pathao."

Why it happens: The customer's address in the order is too vague for Pathao's address parser. It may be missing a district name, or contain abbreviations Pathao does not recognize. Pathao needs to place the parcel in the right zone and area to assign it to a delivery hub.

How to fix it:

  1. Open the order.
  2. Click the Customer tab.
  3. Edit the Address field. Use the full district or city name in English or Bangla (e.g. "Dhaka", "ঢাকা" or "Chattogram", "চট্টগ্রাম"). Avoid short codes like "DH" or "CTG".
  4. Include a street or neighborhood name if you can.
  5. Save the customer.
  6. Try to book the parcel again.

Still stuck? If the address is already clear and full, contact Pathao's support — some rare addresses may not be in their system yet.

Invalid phone number

The error says "Customer phone number is invalid." (Steadfast) or you see Shipment Failed with "Missing required recipient information." (Pathao single or bulk).

What you see: "Customer phone number is invalid." or "Missing required recipient information."

Why it happens: The customer's phone number is missing, too short, or does not follow the Bangladeshi format (must be 11 digits starting with 01).

How to fix it:

  1. Open the order.
  2. Click the Customer tab.
  3. Edit the Phone field. It must be 11 digits: 01 followed by 3, 4, 5, 6, 7, 8, or 9, then 8 more digits (e.g. 01712345678).
  4. If the number starts with 88, remove that; if it is just 1712345678, add 0 at the start.
  5. Save the customer.
  6. Try to book the parcel again.

In bulk shipping: The review window shows Requires Attention for orders with invalid phones. Click the AI Auto Fix link next to the phone number — it will normalise it and save it automatically. If that fails, click the pencil icon to edit it by hand.

Address is too short

The error says "Customer address is too short." or "Address too short - minimum 10 characters" in a bulk review.

What you see: "Address is too short." or appears in the bulk review window under Requires Attention.

Why it happens: The customer's address field has fewer than 10 characters. Couriers need enough detail to find the right street or building.

How to fix it:

  1. Open the order.
  2. Click the Customer tab.
  3. Edit the Address field to include a street, building number, or neighborhood. It should be at least 10 characters long.
  4. Save the customer.
  5. Try to book the parcel again.

In bulk shipping: click the pencil icon in the bulk review modal to edit the address in place and meet the minimum length.

Already has courier/tracking data

The bulk review modal shows this issue on one or more orders.

What you see: In the bulk review modal, an order card shows "Already has courier/tracking data" under Requires Attention.

Why it happens: This order is already booked with a courier (it has a tracking code or a courier name), so booking it again would create a second parcel with the same customer's address and amount. This likely happened by mistake the first time, or you meant to book different orders.

How to fix it:

  1. Look at the order's Courier tab to see which parcel was already booked.
  2. If it is the wrong courier or the first booking is old, edit the tracking code or wait for it to be delivered before booking again.
  3. Unselect this order in the bulk window (untick the row) so it is not sent again.
  4. Send the rest of the orders.

Still stuck? If you booked it by mistake, ask the courier to cancel it on their panel, then edit the tracking code to remove it, and book again.

Steadfast rejected the order

When you send to Steadfast, the toast shows Shipment Failed — "Failed to create Steadfast order: Steadfast rejected order: <message>".

What you see: "Steadfast rejected order: …"

Why it happens: Steadfast's system returned an error. Common reasons: invalid address (fewer than 10 characters), invalid phone (not 11 digits), or a duplicate order (same invoice number sent twice).

How to fix it:

  1. Check the customer's phone and address as described above (minimum 11 digits for phone, 10 characters for address).
  2. Make sure the order number (#1234) is unique — if you manually created two orders with the same number, Steadfast rejects the second.
  3. Try again.

Still stuck? Note the exact error message from Steadfast (after the colon) and ask Steadfast's support.

The courier call timed out

The toast shows Shipment Failed — "Failed to create Pathao order: [Pathao] … timed out after 30 seconds." or "Failed to create Steadfast order: [Steadfast] … timed out after 30 seconds."

What you see: "… timed out after 30 seconds."

Why it happens: The courier's system did not answer within 30 seconds. This can happen if their service is slow or temporarily down.

How to fix it: Wait a few seconds and try again. If it keeps timing out, the courier may be having issues — check their status page or ask them directly. In the meantime, you can add a tracking code by hand if you know the parcel number.

Pathao rate limit reached

When you send many parcels in a short time, the toast shows Shipment Failed — "Failed to create Pathao order: [Pathao] create_order API rate limit reached: …"

What you see: "API rate limit reached."

Why it happens: Pathao limits how many orders you can send per minute. If you are sending bulk parcels very fast, you may hit this limit.

How to fix it: Wait at least 60 seconds, then try again. Pathao's rate limit is reset after that time.

Bulk shipping partial failure or stock error

When you submit a bulk shipment, the toast shows Partial Failure — "Only N of M orders were sent. K failed." or mentions a stock issue.

What you see: "Partial Failure" or "orders were sent" or "Stock error".

Why it happens: Some orders in the bulk batch had validation errors (bad phone, address too short, already has courier, missing customer). Others may have passed validation but failed at the courier — for example, Pathao may reject an address it could not parse, or your stock may have changed between selection and submission.

How to fix it:

  1. Look at the Bulk Shipment Successful or Partial Failure toast — it lists which orders failed and why.
  2. Fix the customers' phone and address fields for any with "Requires Attention" in a new bulk attempt.
  3. For orders the courier rejected after the review (less common), double-check the address and amount with the customer before retrying.
  4. If stock changed, check your inventory for the items in that order.
  5. Select only the orders that failed and try again.

Still stuck? If only one order keeps failing and you have fixed the address and phone, ask the courier's support.

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Checked against the product on 2026-10-02.