During the drop-off or package pickup (pick-up) process, issues with waybill barcodes that cannot be scanned by couriers often occur. This problem can disrupt shipping operations and delay waybill status updates for customers.
This article is designed to help your customer service and operations teams handle customer complaints effectively. It covers:
- Why waybill barcodes fail to scan for couriers
- The impact of barcode scanning issues on operations & customers
- Quick solutions for handling issues in the field
- Preventive measures to ensure waybill barcodes always scan smoothly
1. Reasons Waybill Barcodes Cannot Be Scanned by Couriers
There are two main factors that usually cause couriers to fail to scan waybill barcodes: physical issues with the printed waybill label or problems with the courier’s scanning device.
Physical Factors Related to Label Printing & Paper
- Poor Print Quality: The printer output has lines, gaps, faded ink, or a resolution that is too low.
- Barcode Size Is Too Small: Changing the scale (scale/zoom) of the printed label causes the barcode lines to become too close together.
- Waybill Paper Is Damaged or Wet: The paper is folded, placed directly over a box fold, exposed to water, or blurred by heat (on thermal paper).
- Covered with Shiny Tape: Covering the barcode with wrinkled clear tape or tape that reflects the scanner’s light.
- Insufficient Color Contrast: Using a color other than black on a white background (for example, reddish or gray printing).
Technical Factors & Courier Devices
- Courier PDA Screen/Camera Is Dirty or Blurry: The courier’s scanning device is obstructed by dust or scratches.
- Insufficient Lighting: The pickup or scanning process is performed in a poorly lit area.
- Courier System/Application Is Experiencing an Outage: An error occurs in the courier’s internal application while synchronizing waybill data.
2. Impact of Waybill Scanning Issues
When a waybill cannot be scanned, several operational impacts can disadvantage sellers and trigger customer complaints:
- Delayed Status Updates: The package is with the courier, but the shipping status in the system remains "Waiting for Pick-up."
- Risk of Packages Being Mixed Up or Lost: The courier has to enter the waybill number manually, which is vulnerable to human error.
- Shipping Delays: The package is held at the logistics branch (hub) for manual verification.
- Reduced Customer Satisfaction: Customers feel anxious because they assume their order has not been shipped.
3. Quick Solutions When a Waybill Barcode Cannot Be Scanned
If the courier encounters scanning issues at the location or the package is held at a branch, the following emergency solutions can be implemented:
Adjust the Barcode Printing Size & Scale (Printing Scale)
If the barcode resolution is too small or it is cut off when printed, adjust the print settings (print settings) before printing the waybill 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 spread apart.
- Adjust the Printer Paper Size: Make sure 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 you download the waybill 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 Waybill Number Manually
The courier can manually type the waybill number (the AWB/waybill number shown below the barcode) into their scanning application.
Reprint the Waybill Label (Re-print)
If the package is still at the seller’s location, immediately reprint the waybill label with better print quality and replace the damaged label.
Show the Digital Barcode
Show the waybill barcode directly from a cellphone 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, make sure your operations team follows these standards:
- Provide a Waybill QR Code Format in the Shipping Label Layout: Include a QR Code in addition to the linear barcode (1D) as an alternative scanning method, because 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 picked up/ dropped off as valid proof that the package has been handed over, so tracking remains valid even if scanning at the location is unsuccessful.
- 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 waybill according to the recommended standard size (for example, A6 / 10x15 cm) without changing the scale.
- Avoid Covering the Barcode with Shiny Tape: Do not place clear tape that reflects light directly over the barcode lines.
- Attach the Waybill to a Flat Surface: Avoid placing the barcode on curves, box corners, or folds in the packaging plastic.
- Clean the Printer Head Regularly: Make sure the printer is free of ink dust so 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 shipment by manually entering the waybill number code (AWB) into their operational system.
Why do thermal waybills sometimes fade and become unreadable?
Thermal paper is sensitive to heat, direct sunlight, and chemicals (such as oil or hand sanitizer). Use high-quality thermal label paper (waterproof & oilproof) for longer-lasting results.
What should be done if the courier refuses to pick up the package because the waybill is damaged?
Immediately reprint the waybill label (re-print) from the Biteship Dashboard and place the new label over the damaged label before handing it back to the courier.
6. Conclusion
Waybill barcode scanning issues can be prevented by ensuring that the waybill label print quality remains clear and attaching it to a flat area of the package.
If this issue occurs, quickly handling it by manually entering the waybill number and communicating transparently with customers will help maintain your store’s level of trust and service satisfaction.
If you need technical assistance with automatic waybill printing or other shipping issues, please contact the Biteship support team at support@biteship.com.