How do I troubleshoot common 3PL Client Portal import issues and follow best practices?

📖 Overview

Even when your shipping label files are formatted correctly, import errors can still occur due to missing sales orders, file naming mismatches, or corrupted uploads. This guide walks you through common issues, how to resolve them, and the best practices to help you avoid errors in the future.

🎯 Purpose

Use this guide to:

Understand why shipping label imports fail
Learn how to fix common issues
Know when to contact support
Follow proven best practices for reliable imports

🚨 Critical reminder

Sales Orders must exist in the system before importing shipping labels.
Importing labels for orders that don’t exist will cause “No S/O found” or “Save Data Failed” errors and prevent successful attachment.

🔧 Common issues and how to fix them

Problem	Likely Cause	Solution
Import fails immediately	Sales Order not found	Confirm the S/O exists before importing
File rejected during upload	File format not supported	Convert to `.zip` or `.pdf` and re-upload
File imported but not matched to order	Naming convention incorrect	Rename file using format `OrderNumber-Carton.pdf` (e.g., `PO_481013459-1of1.pdf`)
Status shows “Error”	Nonexistent order, invalid file, or corrupted data	Check the 3PL Documents section for error messages
Label not visible under attachments	Order mismatch or failed import	Confirm import status shows Success and recheck order number
Attachment opens blank or errors	Corrupted label file	Re-export or re-save the file as a valid `.pdf`

🆘 When to contact support

Contact DigitBridge technical support if:

Re-import attempts still show “Save Data Failed”
Sales Order status remains in error after reprocessing
System errors persist more than one minute after re-import
Attachments don’t appear despite a Success import status
Multiple consecutive import failures occur for valid orders

🟢 Best practices

Before importing

✅ Verify Sales Orders exist and show a Success status
✅ Confirm Customer PO numbers match exactly with your files
✅ Validate file formats (.zip or .pdf)
✅ Follow the required file naming convention (OrderNumber-Carton.pdf)
✅ Test with a small batch before uploading in bulk

During the import process

Upload Sales Orders first, then shipping labels
Wait at least 30–60 seconds between import and status check
Monitor the Import/Export > 3PL Documents page for success indicators
Re-import failed files only after confirming the root cause

After importing

Check the Status column for “Success”
Verify attachments under the corresponding Outbound > Wholesale Order
Refresh the page if attachments don’t appear immediately
Maintain consistent file naming and record-keeping for audit trails

📊 Process summary

Step	Action	Result
1	Create or import Sales Orders	Prepares system for label matching
2	Import shipping labels	Begins attachment process
3	Verify import status	Confirms successful upload
4	Confirm order attachments	Ensures shipping labels are linked correctly

Critical success factor: Sales Orders must exist before importing shipping labels.