An order is missing from the app, or no label/rate is available

Check in this order

1. Is it international and unfulfilled? Domestic UK orders never appear. Orders already fulfilled (by another app or manually) are hidden — un-fulfil in Shopify if you want to ship them with Teleship.
2. Destination — is the country in our coverage (Where we ship and which service goes where) and not currently suspended (Route suspensions and service updates)? Look at the shipping address, not the billing address.
3. Product data — weight > 0, HS code, country of origin on every line (Product data: HS codes, country of origin, weights, dimensions). A single missing field on one line blocks the whole order.
4. Limits — value, weight, size (Value, size, and weight limits by service). Over the value limit = "no routes available".
5. Restrictions — liquids, batteries, cosmetics, food and other restricted goods return no rate (Restricted items: liquids, batteries, food, cosmetics, CPSC/FDA).
6. Sync — Shopify: reinstall/reconnect the app if orders stopped appearing after a Shopify change; WooCommerce: a security plugin/Cloudflare blocking the webhook; check Settings → Integrations for the last sync time and any error naming a missing dispatch-address field.

If a label was bought but the download fails or the app shows an error after payment: don't buy again — the shipment probably exists. Open Shipments, or email support with the order number; we'll confirm whether a label and a charge exist before you act.