Unclear label purchase: restore label
The connection to the shipping provider dropped during purchase. Shipnovo can't tell for sure whether the label was purchased, so it locks the shipment until this is resolved.
What the message says
The app shows these messages in German. They are quoted exactly so you can match them.
- Labelkauf ungeklärt (Label purchase unresolved)
- Labelkauf: Antwort ausstehend (Label purchase: response pending)
- Label gekauft, Dokument fehlt (Label purchased, document missing)
Possible causes
- The provider took too long to respond or did not give a clear response.
- The label was purchased, but the PDF did not arrive.
How to fix the error
- 1
Wait a little
When the label purchase is awaiting a response, the request is still in progress. Reload the shipping batch after a few minutes.
- 2
Restore an existing label
If the label was purchased but its document is missing, click “Check existing label” and then “Restore existing label”. Shipnovo downloads the purchased label again; it doesn't buy another one.
- 3
Check the purchase with the provider
For an unclear label purchase, check the provider's status first. Check DHL's customer portal or Portokasse to see whether the label exists.
- 4
Record the result
If there is no label, under “Reviewed – release order” select “Confirmed no label purchased”. For a canceled label, select “Provider confirmed label cancellation”. Click “Record review and release”.
Common questions
Not for this order. It stays locked until the purchase is resolved. Otherwise, a second label could be created for the same parcel.
No. It only retrieves the document that was already purchased.
Cancel it with the provider. For DHL, use “Cancel label with DHL” in the shipping batch.