Steps to take if your packing slips are missing the logo or product images, use the incorrect branding or template, or the barcode scan fails.
Follow the troubleshooting steps in this article for some of the common issues with packing slips in ShipStation.
Expand any of the sections below to view details and troubleshooting steps. If after following the steps below you are still not able to resolve your issue, please reach out to ShipStation support. We are happy to help.
The Issue
The logo is missing on your printed packing slips.
Troubleshooting Steps
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Check the store's Branding tab to ensure the store logo has been uploaded for each store. Go to
Settings > Selling Channels > Store Setup > Edit Store Details.
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Make sure the uploaded file has a reasonable file size and dimensions. Large files can cause the file to not be sent before the packing slip is generated.
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Recommended max width is 300px
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Recommended resolution is 72dpi
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Check the Packing Slip Document Options to ensure Include store logos on packing slips is checked. Go to
Settings > Selling Channels > Store Setup > Edit Store Details > Packing Slips.
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Check the packing slip template to ensure the [Store Logo] field replacement is included in the packing slip code (requires Silver plan or higher).
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Use PNG images with solid backgrounds only.
PNG images with a transparent background can result in a black box when printing on packing slips.
The Issue
Product images are shown in the Order Details, but they do not print on your packing slips.
Troubleshooting Steps
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Check the packing slip template to ensure the [Image Url] field replacement has been added to the Order Items section (requires Silver plan or higher).
If it is not present, add the HTML and select the [Image URL] option from the Field Replacements drop-down menu.
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Make sure the item's product records include a valid Image URL if the selling channel does not send the Image URL to ShipStation.
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Ensure the hosted image files are a reasonable file size and dimensions. Thumbnail images are recommended.
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Ensure any PNG images use solid backgrounds only.
PNG images with a transparent background can result in a black box when printing on packing slips.
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If the issue is intermittent, the image host may not be responding to the ShipStation request fast enough and so the packing slip generates before we receive the image file.
The Issue
The ShipStation Scan to View barcode on your packing slips fails to pull up the order.
Troubleshooting Steps
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Ensure you are using the correct barcode scan method.
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ShipStation requires the Scan to View barcode to display an order's details on scan if you are not in the Barcode Scanning screen. Learn more about using the Scan to View barcode.
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Other types of barcodes require the barcode search pop-up to be active for the barcode scan to function in ShipStation. Learn more about using a Scan to Search barcode.
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Ensure your packing slip template uses the [Barcode] field replacement.
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If it is using the correct barcode, the barcode size could be too small for the reader. Try adjusting the barcode size to make it bigger.
To do this, add the size attribute to the barcode tag in your template footer:
<barcode size="medium">[Barcode]</barcode>