Symptoms:
Portal shows no carrier options at shipping selection step
“No shipping methods available” message
Customer cannot proceed past shipping selection
Root Causes:
No carriers configured
Shipment Integrations not set up
All carriers disabled or inactive
Price Setup missing carrier assignments
Price Setup exists but no carriers assigned
Carrier removed from Price Setup
Customer address incompatible
Customer’s delivery country not covered by any carrier
Carrier service area excludes customer postal code
Carrier API failure
Carrier integration experiencing downtime
API credentials expired or invalid
Resolution Steps:
Check Shipment Integrations:
Navigate to Returns Back-office → Integrations → Shipment
Verify at least one carrier shows “Active” status
Test carrier connection (click Test button)
Verify Price Setup:
Navigate to Returns Back-office → Settings → Price Setups
Find Price Setup for customer’s market
Check “Assigned Carriers” section includes carriers
Add carriers if missing
Test Customer Address:
Check customer’s country and postal code
Verify carrier supports that geographic area
Add alternative carrier if current carriers don’t cover location
Check Carrier Status:
Review carrier integration error logs
Check if carrier API is experiencing downtime
Contact carrier support if persistent issues
Temporary Workaround:
Offer “Book own shipment” option to customer
Create manual return with different carrier via Back-office
See: Shipment Integrations article for detailed carrier troubleshooting