Common issues

When it comes to troubleshooting API related issues, it is important to first understand the issue. Here are some common API related issues that you might encounter during your processes:

• Authentication failures: problems related to API keys, tokens, or user credentials.
• Network issues: problems with connectivity that prevents the API to reach.
• Rate limiting: problems with hitting the rate limits.
• API request and response issues: problems related to the communication between the two API held systems. In this case, issues can arise at both ends (that is, request or response).
• Affected API endpoint: problems associated with API endpoints.
• Tracking issues: problems related to the process of monitoring or recording the interactions between a client application and API.

Best practises

For smooth interaction with the APIs it is recommended to follow some best practises to maintain the functionality and avoid issue generation.

• Analyse response errors: analysing HTTP status codes (like 400, 401, 429, 500) to understand failures.
• Adhere to requested formats: ensuring that API requests adhere to the required format (JSON, XML, and others).
• Check your rate limits: checking if the number of requests exceeds the allowed limits.
• Perform logging and monitoring: utilising logs to track APIP interactions and identify errors.
• Use testing tools: using tools like Postman or curl to manually test API calls.
• Refer to supporting documentation: consulting the API references and documentation for correct usage and expected responses.

Troubleshooting at Intersoft

While using the system, if you run into any issues that you are unable to resolve or troubleshoot, you can always contact Intersoft. This section lists the standard information for all requests that we will require from you to troubleshoot your issues.

• Customer name
• Brief description of the issue and what areas of the system are impacted (provide any screenshots necessary)
• Severity of the issue
• Shipping location and/or shipping accounts affected (ID or Alias)
• Affected carriers
• Examples of tracking numbers (for tracking-related issues)
• Advise if the tracking numbers belong to shipments that have been created on the Intersoft Sapient system OR if they have been registered via the /trackings API.
• Date/time of when the issue was generated

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Important

Before sending us the request, please be aware of the following:

• Do not send your Intersoft Sapient Client ID or Secret.
• Store the Intersoft format of the JSON request and response to allow us to investigate any API related issues.

If the issue you are experiencing is not outlined in the preceding list or you do not have all the information on the issue, please reach out to our Tech Support team and provide all the necessary details of the issue to escalate the process.

Intersoft Tech Support contact details

Please use any of the following contact details to reach out to our Technical Support team:

Raise a ticket: Intersoft Customer Portal
Email: [email protected]
Phone: (+44) 01753 689 292