ShipEngine Connector Support Policy

Scope, channels, and how we help. This page explains free bug-fix coverage for the TeqStars ShipEngine Connector, what is excluded, and how to reach TeqStars with everything we need to resolve your issue quickly.

Support Coverage

  • 60 days of free bug-fix support from the date of purchase.

  • Support applies to standard functionality shipped with the module as documented.

  • A bug is behavior that does not match the documented or intended operation of the connector in a supported Odoo and module version, and that TeqStars can reproduce from the information you provide.

Support Exclusions

The following are not included in free bug-fix support:

  • Issues caused or triggered by third-party Odoo modules or apps.

  • Customizations to the connector or to related Odoo or ShipEngine configuration done outside TeqStars guidance.

  • Problems arising from Odoo core changes, unsupported Odoo versions, or upgrades not compatible with the module.

  • Server or infrastructure problems (hosting, SSL, DNS, firewalls, performance, disk space, database corruption).

  • Misconfiguration (wrong or non-production API key, missing carriers, services or packages, missing weights, missing addresses, missing carrier balance) when the product behaves as designed.

  • Limitations or feature gaps on the ShipEngine side (for example carrier services unavailable on a given account, or ShipEngine API outages).

Note

If an issue is caused by external factors (third-party code, hosting, ShipEngine outage, or carrier-side rejection), it is not covered under free support. TeqStars may still help under paid support or a service engagement.

Contact Support

Pick a channel. We respond on business days (Monday to Friday).

Helpdesk

Open a ticket, attach files, and track status in one place.
Email

support@teqstars.com for long descriptions, logs, and screenshots.
Response time

We aim to reply within 24 hours on business days (excluding regional public holidays).

Required Information

Include as much of the following as possible with your ticket:

  • Odoo version and edition (Enterprise or Community).

  • Module version of the ShipEngine Connector.

  • ShipEngine shipping partner involved (the name of the shipping partner record in Odoo).

  • Delivery method involved, with its complete details including Carrier and Default Package Type.

  • Purchase reference (Odoo Apps order or invoice number).

  • Clear description of the problem and the result you expect.

  • Steps to reproduce the issue from a clean path (menu clicks, buttons).

  • Screenshots or a short screen recording showing the error or wrong data.

  • The exact error message the app shows (for example “HTTP error occurred” or “Request error occurred”, with its full text).

  • Sale order / delivery order reference involved.

Warning

Incomplete information (missing version, shipping partner or delivery method details, purchase proof, or reproduction steps) may delay diagnosis and resolution.

Before Submitting

Check the following before you open a ticket:

  • The issue is reproducible on demand (or you describe the exact conditions).

  • Shipping partner and delivery method settings match Configure ShipEngine Connector and related guides.

  • The API Key on your ShipEngine shipping partner is still valid.

  • Carriers are retrieved with Retrieve Available Carrier, and their services and packages with Get Services and Get Packages.

  • The carrier has a positive Balance when Requires Funded Amount? is checked.

  • The Weight Unit on the delivery method is Kilogram, Pound, Ounce or Gram.

  • All required fields are populated on the sale order, delivery order, and partner records (weight, addresses, service, package).

  • A service is selected with Get Rates before you validate the delivery order.

  • You have ruled out conflicts from other shipping or marketplace modules where possible.

Additional Support

When you need more than standard bug-fix coverage.

Paid support

Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.

Customization

Changes to fields, workflows, or integrations beyond the stock connector behavior.

Consultation

Architecture, rollout, multi-account design, and best practices with your team.

See also