Support & FAQ
Need help with PostNL? Email info@requr.nl and we’ll get back to you.
Getting started
After installing, open the App in your Shopify admin and follow the setup guide: enter your Integration customer code, customer number, collection location and API key, add the address parcels should return to, then test the connection. Once that passes you are ready to print.
Frequently asked questions
What does the App do?
It turns your Shopify orders into Integration shipping labels. New orders appear under Orders; you select the ones you are packing and print their labels as a single PDF. When Integration scans a parcel, the App marks the order fulfilled in Shopify and sends the tracking number to the buyer.
Do I need my own Integration account?
Yes. The App uses your own Integration business contract and your own rates - it does not resell postage. You will need your customer code, customer number, collection location and an API key from Mijn Integration Zakelijk.
Integration rejected my label - what does that mean?
Usually that your contract does not allow the product code being used for that destination. The App uses the product codes from your Integration contract automatically; if a destination is still refused, contact us and we will sort it out.
Can I send one order in two boxes?
Yes. Print the first label as usual, then use “Extra label” on that order for each additional parcel. Every parcel gets its own barcode and is tracked separately.
Can I reprint a label?
Yes, from the Orders screen, on any device. Reprinting does not create a new label and costs nothing extra.
What if an order arrives without a proper address?
The Orders screen flags it and tells you what is missing. Open “Correct address” on the order row and save the corrected delivery address before printing the label.
How do I create a return label?
Open Shipments and use Return label on a shipped order for a prefilled label. You can also open Returns and enter the sender manually.
What are shipping profiles?
Shipping profiles control the rates buyers see at Shopify checkout. The App can show your existing Shopify profiles and create a simple PostNL flat-rate profile for a country.
Why can shipping charges differ from my PostNL invoice?
The dashboard shows what Shopify charged your customers for shipping. PostNL does not return your negotiated contract price through the label API, so the App cannot show the final PostNL invoice amount.
How do failure notifications work?
Enable them under Settings, Notifications and choose an email address. The App emails you only after a background task has exhausted its retries. Use Send test notification there to verify delivery.
When does tracking appear in Shopify?
The App checks PostNL tracking regularly. After PostNL reports the first event, it marks the order fulfilled in Shopify and attaches the tracking number.
Will it create duplicates?
No. Each item is processed once; the App keeps track of what it has already handled.
Something failed - what now?
Failures are retried automatically. You can enable email notifications in Settings so you hear about anything that needs your attention.
How do I disconnect?
Uninstall the App from your Shopify admin, or disconnect Integration from the App's Settings page. We then stop processing and remove your data as described in our Privacy Policy.
Contact
REQUR · info@requr.nl