Common Problems & Solutions

Error: "Invalid phone number for order number [ORDER_NUMBER], it must be in international format (e.g. +33612345678)"

Problem:

The phone number associated with the order is not in the international format required by Mondial Relay.

Solution:

To fix this issue:

1. Click on the order number in the orders table
2. A popup will appear with the order details
3. Modify the phone number to be in international format
4. Add the country prefix for the destination country (e.g., +33 for France, +32 for Belgium, etc.)
5. Save the changes

Example: A French number "0612345678" should become "+33612345678"

Error: "Package weight must be greater than or equal to 1.00 for order number [ORDER_NUMBER]"

Problem:

The package weight is less than 1 gram or is not specified.

Solution:

To fix this issue:

• The order weight must be greater than or equal to 1 gram
• The weight must be specified in grams
• Verify that the weight is correctly configured in the order details or in the product settings

Examples:

• 1 gram = 1g (minimum required)
• 500 grams = 500g
• 1 kilogram = 1000g

Problem: Some orders are not visible in the orders table

Problem:

You cannot see certain orders in the app's orders table.

Solution:

The orders table only displays orders that meet the following criteria:

• The order has not been processed yet (no shipping label has been generated)
• The payment has been captured (the order is paid and confirmed)

If an order doesn't appear in the table, it may be because:

• The payment has not been captured yet (pending payment, authorization only, etc.)
• A shipping label has already been generated for this order
• The order has been canceled or refunded