Rollo Support

When Rollo Ship shows no rates, says a service is not available, or returns an error like "No valid price groups found for this combination of country and mail class (BaseRate)," the cause is almost always an address that failed validation, or a PO Box used where a carrier does not allow one. Validating the address fixes most cases.

1. Check the ship-to address with the USPS lookup tool: tools.usps.com/zip-code-lookup.htm?byaddress

2. Fix any differences between what you typed and the USPS version (spelling, ZIP code, apartment or suite format). Addresses with apartment or unit numbers trigger this error most often. 

1. In Rollo Ship, go to Contacts, then + New Contact.

2. Enter the ship-to address. A suggested address pops up.

3. If the suggested address is correct, click the Suggested Address. The suggested version is the validated one, and rates should now appear when you create the shipment.

4. If no suggestion appears or it is wrong, click Proceed, then contact Rollo support so we can check the address on our end.

1. Rollo recommends a physical street address as your ship-from address. PO Box addresses can cause errors when creating shipments.

2. If your ship-from address is a PO Box, only USPS is available. UPS does not support PO Box shipments inside Rollo Ship, so UPS rates will not appear.

3. A PO Box is also not a valid pickup address. If you use a PO Box on the label, schedule pickups from a physical address instead (see the pickup and drop-off article). 

1. The ship-from address you enter prints on the label as the origin address.

2. For UPS shipments, the ship-from address on the label does not control where an undeliverable package is returned. UPS returns packages to the address registered on the UPS account behind your labels.

3. If you need your UPS return address changed, contact Rollo support. We submit the update to UPS, and it takes effect in their systems within 24 to 48 hours. It cannot be applied to labels that have already shipped.

1. International addresses can trigger the same "no valid price groups" error. Validate the address and use the suggested address from Contacts, the same as above.

2. The Create Return Label option is not available for recipients outside the United States. That is a service limit, not an error. See the international shipping article. 

Still stuck? Start a chat with Rollo support and send a screenshot of the error plus the ship-from and ship-to address. We can replicate the shipment on our end and find the fix.