Frequently Asked Questions
Find quick answers to common questions. Each answer links to the relevant documentation page for more details.
Pickup points
How can I change a customer's pickup point after checkout?
You can generate a change link from the order page and share it with the customer. They will be able to select a new pickup point. If a label was already created, it will be marked as outdated and you will need to recreate it.
How can I let a customer select a pickup point after checkout?
Generate a recovery link from the order page and send it to the customer. They will see a page with nearby pickup points and can make their selection.
What happens if the customer doesn't select a pickup point?
After 30 minutes, Baltix automatically selects the nearest pickup point based on the customer's delivery address. You will see a banner in the admin indicating it was auto-selected.
Why don't my customers see pickup points during checkout?
This requires Shopify Plus with the checkout extension enabled. If you are not on Shopify Plus, customers select their pickup point after checkout (on the Thank You page or via a recovery link).
→ Activate Checkout Extensions
Labels & shipping
How do I create a shipping label?
Open the order in Baltix and click Create Label. The carrier generates a label with a tracking number, and the order is marked as shipped in Shopify.
Can Baltix create labels automatically?
Yes. Enable Auto-create labels in Settings > Automation for the carrier. Baltix will create the label as soon as an order has a pickup point and valid weight.
My label shows as "outdated" — what does that mean?
The order was modified after the label was created (weight changed, pickup point changed, etc.). You need to recreate the label from the order page so it matches the current order data.
Label creation failed — what should I do?
Check the error message on the order page. Common causes: expired carrier credentials, missing product weight, or weight exceeding the locker limit.
Can I download the label in a different format (A4, thermal printer, etc.)?
Some carriers support multiple formats. After creating the label, use the Download as... option on the order page to choose a format (A4, A6, ZPL for thermal printers, etc.).
Carriers & configuration
How do I connect a carrier (Omniva, DPD, Latvijas Pasts, etc.)?
Go to Settings > Carriers > API Connection and enter the credentials provided by your carrier account manager.
Where do I get my Omniva credentials?
Contact your Omniva account manager and ask for OMX API credentials. These are different from your Omniva dashboard login.
How do I set up my sender address?
Go to Settings > Carriers > Sender Address and fill in your warehouse or office address. This is required for label creation.
App mode
What is the difference between FULL mode and PICKUP ONLY mode?
FULL mode: Baltix manages everything — pickup points, labels, tracking, and courier pickups.
PICKUP ONLY mode: Baltix only handles the pickup point selection. Shipping is managed by an external provider like Swotzy.
I use Swotzy — which mode should I choose?
Choose PICKUP ONLY mode and connect Swotzy in the External Provider tab.
Courier pickups
What is the difference between Batch and Individual pickup mode?
Batch: shipments are grouped for the day and confirmed at a set time (e.g. 4 PM). Individual: each shipment is confirmed with the carrier immediately.
Can Baltix schedule courier pickups automatically?
Yes. Enable Auto-add to pickup in the carrier's automation settings. After a label is created, Baltix will automatically add it to the next pickup.
Returns
A customer didn't pick up their parcel — what happens?
After the storage period expires at the pickup point, the carrier returns the parcel to your address. Baltix updates the status to Returned.
→ Returns
Can I reship a returned parcel?
Yes. From the order page, click Recreate Label to generate a new shipping label.
Google Maps
Do I need Google Maps for Baltix to work?
No, but it is recommended. Without Google Maps, customers see a list of pickup points. With Google Maps, they also get an interactive map for easier selection.
General
How do I see the full lifecycle of an order?
The complete flow page explains every step from order creation to delivery or return, for both FULL and PICKUP ONLY modes.
I need help — how can I contact support?
Open the Help menu inside the Baltix app to contact us directly.