Skip to content
  • There are no suggestions because the search field is empty.

Resolving “Invalid Customs Info” Error for APO Orders in Webgility Desktop

This article helps Webgility Desktop users resolve the "Invalid Customs Info" error that appears when creating shipping labels for APO orders in Webgility Desktop. It explains how incorrect package or label type selections can trigger the issue and provides step-by-step instructions to access and complete the necessary customs declaration fields.

Background

APO orders, although considered domestic by many carriers, still require customs declarations. If the customs fields are not activated or properly completed, the Endicia Label Server (or similar shipping platform) returns a "Missing or Invalid Element CustomsInfo" error.

Error Message - Shipment Processing Error. Missing or Invalid Element CustomsInfo

Step-by-Step Resolution Process

1. Confirm the Error

  • Attempt to create a shipping label for an APO address.

  • If the label fails with the error “Invalid Customs Info”, continue with the steps below.

2. Verify Package and Label Type Settings

  1. Open the affected shipment in Webgility Desktop.

  2. On the Generate Shipping Label screen:

    • Set Package Type to: Domestic

    • Set Label Type to: Parcel

  3. These selections will activate the Customs tab — which is mandatory for APO shipments.

📝 Even though the destination is domestic, APO orders are treated like international shipments for customs purposes.

3. Enter Required Customs Information

  1. Click the newly visible Customs tab.

  2. Fill in all required fields, including:

    • Description of Contents

    • Country of Origin

    • Declared Value

    • HS Tariff Number (if available)

    • Customs Content Type (e.g., merchandise, documents, gift)

  3. Double-check for any missing or blank fields.

  4. Click Save or Continue after entering all data.

✅ All customs fields must be complete for the shipping label to be successfully generated.

4. Retry Shipping Label Creation

  • After saving the customs info, attempt to generate the shipping label again.

  • The “Invalid Customs Info” error should now be resolved.

5. Review and Correct Customer Name (If Needed)

If the label still fails to process due to a recipient name issue, follow these steps:

  1. In Webgility, go to:

    • Connections > Accounting > Posting Settings

  2. Locate the Customer Mapping used for the shipment.

  3. Review the Customer Name fields for:

    • Missing values

    • Special characters

    • Incorrect formatting

  4. Make necessary corrections and click Save.

  5. Return to the shipment and try creating the label again.

⚠️ Incomplete or improperly formatted customer names can also cause label creation to fail, especially for APO addresses.