Cartonizer Support

Help with packing plans, catalog configuration, cartons, and bundles.

Contact

Email support@cartonizer.io. We aim to reply within two business days.

Common issues

• No products in SKU Master. Open SKU Master and run “Sync from Shopify”. Cartonizer imports your active product variants; it never creates or modifies products.
• “Missing dimensions” on a SKU. An item can’t be packed without length, width, and height. Enter them in SKU Master — weights come from Shopify automatically, dimensions are entered in Cartonizer.
• No packing plan on an order, or “no carton fits”. Make sure at least one carton is defined and enabled under Cartons, and that its interior is large enough for your items.
• A bundle shows as “unresolved”. In Bundle Logic, add a mapping for the bundle’s parent variant — either list its component SKUs, or, for a vendor-sealed case, enter the four outer shipping dimensions and leave the components empty.
• An item is left unpacked. The plan states the reason (larger than any carton, over the weight limit, or must-stay-upright with no tall enough carton). Adjust that SKU’s constraints or add a suitable carton.

When you email us, please include

• Your store domain (e.g. your-store.myshopify.com)
• The order number only, if the issue is about a specific order
• A screenshot of the packing plan, or of the screen where the problem appears
• What you expected to happen, and what happened instead
• The date and time and your browser, if it’s an error or a blank screen