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Resolving ‘NA’ Tracking IDs and Shipping Label Failures in Webgility Desktop for Shopify Orders

This article helps Webgility Desktop users troubleshoot issues in Webgility Desktop where shipping labels fail to generate or tracking IDs appear as ‘NA’ when using a sales channel such as Shopify. These problems are often caused by misconfigured shipping label directory paths or automation scripts referencing invalid locations. The article provides step-by-step guidance to identify, correct, and prevent these issues.

Overview

You may notice that:

  • Shipping labels are failing to generate for some Shopify orders.

  • Tracking IDs are posting to Shopify as ‘NA’.

  • The error message ‘Directory label not available’ appears in your logs or system responses.

  • Some orders post tracking successfully, while others fail.

Root Cause

This issue typically happens because:

  • The shipping label directory path is misconfigured, pointing to an invalid or inaccessible location.

  • Automation scripts or workflows meant to generate and post tracking information are referencing that invalid path, leading to failures.

Resolution Steps

Step 1: Verify Your Shipping Directory Path

  1. Go to your Connections > Shipping settings

  2. Find the field where you’ve specified the shipping label output folder.

  3. Make sure the path exists and is writable.


    Example: C:/ShippingLabels/


  4. If the path doesn’t exist or is restricted, update it to a valid folder and save your changes.

Step 2: Test Manual Label Generation

  1. Select one of the affected Shopify orders.

  2. Manually generate a shipping label from your shipping software.

  3. Confirm that:

    • The label is successfully created.

    • The file appears in the updated directory without errors.

Step 3: Review and Adjust Automation Workflows

  1. Check for any active automation scripts or integrations that auto-generate shipping labels and post tracking info.

  2. If those workflows reference the incorrect directory:

    • Disable or edit them to point to the correct path.

    • Only re-enable them once you’ve confirmed they’re working correctly.

  3. Make sure automations are running only in validated production environments to avoid repeated failures.

Step 4: Retry Tracking ID Posting for Failed Orders

  1. For any orders where the tracking ID still shows as ‘NA’:

    • Manually update the tracking info in the Shopify order page, or

    • Use the corrected automation workflow to repost it.

  2. Confirm that the tracking ID is now visible and correct in Shopify.

Step 5: Review Carrier Integration Health

  • Check carrier response logs in your shipping integration.

  • If errors persist after directory correction, verify:

    • Carrier API key validity.

    • Any ongoing maintenance or disruptions on the carrier side.