A Colissimo customs error normally indicates that the carrier cannot create a valid shipment from the information received. Repeatedly requesting the same label will not resolve the problem: the rejected data must first be corrected.
Start with the returned message #
AtomicSeller displays the response returned by Colissimo. Fields that may require attention can also be highlighted in yellow or red.
Read the complete message before changing the order. A customs failure may be caused by the address, service, parcel or product data rather than by the CN23 itself.
Common errors and corrections #
| Problem | What to check |
|---|---|
| No label is generated | Confirm that all required destination and customs fields are present |
| Product code or option rejected | Verify that the Colissimo service, destination, signature option and contract are compatible |
| Error 30312: options do not permit labelling | Review the selected product code and options; do not assume the same service is available for every destination |
| Invalid country or postcode | Use the correct ISO country code and the postcode format required by the destination |
| Missing state or province | Provide the state or province code for destinations that require it |
| Missing recipient contact data | Add a valid email address and mobile number where required by the service |
| Customs description rejected | Replace vague, internal or abbreviated wording with a precise product description |
| HS code missing or invalid | Check the classification and provide the required tariff digits |
| Country of origin missing | Enter the actual manufacturing or substantial-transformation country |
| Value rejected | Provide a positive unit value with the permitted number of decimal places |
| Weight inconsistent | Check units and confirm that article weights are compatible with the parcel weight |
| Category inconsistent | Use commercial goods for a sale, pro forma treatment for an eligible non-sale shipment, and returned goods only for a genuine return |
| CN23 not returned | Confirm that customs data was included and that the destination and service require a CN23 |
Descriptions for the United States #
Colissimo currently requires article descriptions in English for shipments to the United States. It may also require:
- the sender’s EORI;
- a two-letter state code;
- and the recipient’s mobile number,
depending on the service and DDP configuration.
These requirements can change, so consult the current destination and web-service documentation before processing a large campaign.
Correct and try again #
After identifying the cause:
- Correct the source order or shipment data.
- Save the changes.
- Recheck the parcel contents.
- Generate a new label request.
- Confirm that both the label and CN23 have been returned.
- Discard any obsolete documents from the rejected attempt.
- Print and dispatch only the final consistent set.
If the data appears correct but Colissimo continues to reject the request, record the exact error code, message, destination, product code and selected options before contacting support. Do not send unredacted customer data unless it is required through an approved support channel.