USPS Connector Support Policy

Scope, channels, and how we help. This page explains free bug-fix coverage for the TeqStars USPS 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 USPS 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 credentials, wrong Environment, missing Payment Token, missing weights, missing addresses) when the product behaves as designed.

  • Limitations or feature gaps on the USPS side (for example mail classes or rates not available on your USPS account, or USPS API outages).

Note

If an issue is caused by external factors (third-party code, hosting, USPS 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 USPS Connector.

  • USPS shipping partner details: which USPS shipping partner record you use and its Environment setting. Never send your Client Secret, Access Token or Payment Token.

  • Delivery method settings: the Mail Class or Mail Class International, USPS Package Type, Processing Category, Rate Indicator and Price Type on the Configuration tab.

  • 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 full error message the app shows (for example USPS error occurred or HTTP error occurred), copied as 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).

  • The Client ID and Client Secret are still valid in USPS.

  • The Environment setting matches your credentials. Only enable it when your credentials are certified for production.

  • The Customer Registration ID, Mailer ID, Account Type, Account Number and Payment Token are filled in as USPS gave them to you.

  • The delivery method has Delivery Type set to USPS, and the fields on the Configuration tab match the service you want.

  • For international shipments, Custom Content Type (and Content Comments when needed) is set.

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

  • You have ruled out conflicts from other shipping 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