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We realize that many merchants are unable to obtain carrier credentials, since their 3PL or shipper owns the account. Malomo is working quickly on expanding our carrier support with the launch of our Extended Carrier Network in June 2024. With this launch, credentials will no longer be needed for the majority of carriers. To learn more, see here. |
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The unsupported_carrier_error
is received when a shipment uses a carrier that Malomo does not currently support. Until Malomo adds support for that carrier, here are the potential solutions:
Carrier Mapping to a Supported Carrier
the credentials needed vary for each carrierSome tracking codes can be tracked with a supported carrier as well. For example, many carriers use a different carrier for first or final mile delivery and those tracking codes can also be tracked with the second carrier. To investigate if Malomo can track an unsupported carrier tracking code with one of our supported carriers, please email us at help@gomalomo.com or reach out to our team to confirm which credentials are needed for your carrier. To see which of our supported carriers require credentials, please look for the lock icon 🔒 in our Supported Carriers listinquire.
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We realize that many merchants are unable to obtain carrier credentials, since their 3PL or shipper owns the account. Malomo is working quickly on expanding our carrier support supported carriers list with the launch of our Extended Carrier Network in June 2024. To learn more, see here. With this launch, credentials will no longer be needed for the majority of carriers. To learn more, see here |
Add an Unsupported Carrier Flow to Klaviyo
For shipments that cannot be tracked with a supported carrier, we recommend adding an unsupported carrier flow to Klaviyo. This will ensure that all customers receive a shipping confirmation email. Here’s a quick way to add this flow:
In your Klaviyo Flow list, navigate to your Malomo powered Shipping Confirmation flow, which is triggered either by our
Malomo: ShipmentCreated
orMalomo: ShipmentUpdatedReceived
metric.Click on the three dots in the right side navigation, and click Clone.
Click Clone to this account and update the name of the new flow to indicate it is for unsupported carriers. Click Continue when done.
Change the clone trigger to
Malomo: ShipmentCreatedError
. Click Clone Flow.Once the new flow shows up in your Flow list, click into the flow and hit Edit.
Click Edit Email to enter into the Klaviyo email editor.
Navigate to the “Track My Order” button and replace the URL with:
{{ event.shipment.carrier_url }}
. Repeat this step wherever your original email linked to the Malomo tracking page.Click Save.
If you run into any issues with the above steps or are unable to get your new email to render properly, please email us at help@gomalomo.com or reach out to our team. We’ll be happy to assist with adding the unsupported carrier flow to your account.
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