Label error — Phone number missing or invalid

This error occurs when a carrier cannot generate a return label because a phone number is missing or invalid. It can be caused by a missing phone number in the customer's address or in your company settings in Swap.

Error messages

Phone number errors may appear as any of the following:

• "PHONENUMBER.EMPTY: Phone number is empty. Please update and try again." (FedEx Ground)
• "FedEx returned error: RequestedShipment Recipient contact — phoneNumber is required" (FedEx)
• "Invalid Mobile Phone Number" (Evri)

What this means

Carriers require a valid phone number for label generation. The issue is usually one of two causes:

• Customer phone number missing or invalid — the customer's shipping address does not include a valid phone number
• Merchant phone number missing — your company profile in Swap does not have a phone number on the shipper or return address

How to fix it

If the customer phone number is missing or invalid

1. Open the RMA.
2. Review the customer's shipping address.
3. Add a valid phone number, or remove any spaces or special characters from an existing one.
4. Ensure the number format is valid for the customer's country.
5. Regenerate the label.

If the merchant phone number is missing

1. Go to Settings → Company Details in the Swap portal.
2. Add a valid phone number for the business in international format, including the country code.
3. Save the changes.
4. Regenerate the label.

Phone number format

Phone numbers must include the country code and contain only digits. For example:

• UK: +447911123456
• US: +12025551234
• Germany: +4915123456789

If the issue continues

Contact support with the RMA ID and a screenshot of the error.