During the drop-off or package collection (pick-up) process, shipment barcodes that cannot be scanned by couriers are a common issue. This problem can disrupt delivery operations and delay shipment status updates for customers.
This article is prepared to help your customer service and operations teams handle customer complaints effectively. The discussion covers:
- Why shipment barcodes fail to scan by couriers
- The impact of barcode scanning issues on operations & customers
- Quick solutions for handling issues in the field
- Preventive measures to ensure shipment barcodes always scan smoothly
1. Causes of Shipment Barcodes That Couriers Cannot Scan
There are two main factors that usually cause couriers to fail to scan shipment barcodes: physical issues with the printed shipment label or problems with the courier's scanning device.
Physical Factors Related to Label Printing & Paper
- Poor Print Quality: The printer output has lines, breaks, faded ink, or a print resolution that is too low.
- Barcode Size Is Too Small: Changing the scale (scale/zoom) of the printed label causes the barcode lines to be too close together.
- Shipment Label Is Damaged or Wet: The paper is folded, attached directly over a box fold, exposed to water, or blurred due to heat (on thermal paper).
- Covered with Shiny Tape: Covering the barcode with wrinkled clear tape or tape that reflects the scanner's light.
- Insufficient Colour Contrast: Using a colour other than black on a white background (for example, a reddish or grey print).
Technical Factors & Courier Devices
- Courier PDA/Camera Screen Is Dirty or Blurry: The courier's scanning device is obstructed by dust or scratches.
- Insufficient Lighting: The collection or scanning process is carried out in a poorly lit area.
- Courier System/Application Is Experiencing an Issue: An error occurs in the courier's internal application while synchronising shipment data.
2. Impact of Shipment Scanning Issues
When a shipment cannot be scanned, several operational impacts may harm sellers and trigger customer complaints:
- Delayed Status Updates: The package is with the courier, but the delivery status in the system remains "Awaiting Pick-up".
- Risk of Packages Being Misrouted or Lost: The courier must enter the shipment number manually, which is prone to human error.
- Delivery Delays: The package is held at the logistics outlet (hub) for manual verification.
- Decreased Customer Satisfaction: Customers become anxious because they assume that their order has not been shipped.
3. Quick Solutions When a Shipment Barcode Cannot Be Scanned
If the courier experiences scanning issues at the location or the package is held at the outlet, the following emergency solutions can be implemented:
Adjust the Barcode Printing Size & Scale (Printing Scale)
If the barcode resolution is too small or is cut off when printed, adjust the print settings (print settings) before printing the shipment label:
- Set the Scale to 100% (Actual Size): Avoid selecting the "Fit to Page" option or manually changing the percentage scale, as this can make the barcode lines too close together or disproportionately spaced apart.
- Adjust the Printer Paper Size: Ensure that the paper size in the printer driver matches the physical label size (for example, A6 or 10x15 cm).
- Use the Standard Label Format (10x15 cm PDF): If downloading the shipment label from the Biteship Dashboard, select the thermal label format option (10x15 cm) so that the barcode size is automatically precise and easy for the courier's scanner to read.
Enter the Shipment Number Manually
The courier can manually type the shipment number (the AWB/shipment number shown below the barcode) into their scanner application.
Reprint the Shipment Label (Re-print)
If the package is still at the seller's location, immediately reprint the shipment label with better print quality and replace the damaged label.
Show the Digital Barcode
Show the shipment barcode directly from a mobile phone screen or the Biteship Dashboard to the courier for digital scanning.
4. Preventive Measures (Best Practices for Packing & Printing)
To prevent customer complaints in the future, ensure that your operations team implements the following standards:
- Provide a Shipment QR Code Format in the Shipping Label Layout: Include a QR Code in addition to the linear barcode (1D) as an alternative scanning method, as QR Codes are more tolerant of physical damage and easier for courier device cameras to read.
- Prepare & Provide Proof of Handover to the Courier: Create a printed manifest or digital receipt when the package is collected/drop-off as valid proof that the package has been handed over, so tracking remains valid even if scanning at the location is disrupted.
- Use a Good-Quality Thermal Printer: Use a dedicated label printer (thermal) with a minimum resolution of 203 dpi.
- Use the Standard Size: Print the shipment label according to the recommended standard size (for example, A6 / 10x15 cm) without changing the scale.
- Avoid Covering the Barcode with Shiny Tape: Do not attach clear tape that reflects light directly over the barcode lines.
- Attach the Shipment Label to a Flat Surface: Avoid attaching the barcode to curves, box corners, or folds in the packaging plastic.
- Clean the Printer Head Regularly: Ensure that the printer is free of ink dust so that it does not create straight white lines across the barcode.
5. FAQ (Frequently Asked Questions)
Can the package still be shipped if the barcode cannot be scanned?
Yes. The courier can still process the delivery by manually entering the shipment number (AWB) into their operational system.
Why do thermal shipment labels sometimes fade and become unreadable?
Thermal paper is sensitive to heat, direct sunlight, and chemicals (such as oil or hand sanitiser). Use high-quality thermal label paper (waterproof & oilproof) for longer-lasting results.
What should be done if the courier refuses to collect the package because the shipment label is damaged?
Immediately reprint the shipment label from the Biteship Dashboard and attach the new label over the damaged label before handing it back to the courier.
6. Conclusion
Issues with shipment barcodes that cannot be scanned can be prevented by ensuring that the shipment label print quality remains clear and attaching it to a flat area of the packaging.
If this issue occurs, quick handling through manual shipment number entry and transparent communication with customers will help maintain your store's trust and service satisfaction levels.
If you need technical assistance related to automatic shipment label printing or other delivery issues, please contact the Biteship support team at support@biteship.com.