What happened

ParcelPerform occasionally generates the label document asynchronously — the booking is confirmed and the carrier has accepted the shipment, but the PDF or ZPL file is not immediately available. Luminous waits up to 20 seconds polling for the document; if it does not arrive in that window, the print result is saved as pending: the tracking number is recorded but no label bytes are attached yet.

Important: The booking is live. Do not re-print — the carrier has already accepted and charged for this shipment. Printing again will not result in a new charge (Luminous's idempotency logic detects the duplicate and recovers the existing booking), but it adds unnecessary API calls.

How to retrieve the label

Option A — Retry from Luminous (recommended)

  1. Go to Operations > Fulfillment Orders, switch to the Shipping view, and locate the order.
  2. Open the label history for that Fulfillment Order.
  3. Click Retry or re-initiate the print. Luminous will detect that the booking already exists at ParcelPerform, skip the purchase step, and attempt to fetch the label document again.

Option B — Download directly from ParcelPerform

If the document is still not available after retrying:

  1. Log in to the ParcelPerform portal.
  2. Search for the shipment using the tracking number recorded in Luminous (visible on the Fulfillment Order detail).
  3. Download the label from the portal and print it outside Luminous.

Why the tracking number is already there

Luminous records the tracking number and the ParcelPerform shipment reference as soon as the booking is confirmed, even before the label file is available. This ensures the shipment is linked to the Fulfillment Order and inventory is updated correctly — the missing piece is only the printable file.

If the problem recurs frequently

Document generation delays beyond 20 seconds are unusual. If this happens regularly, contact Luminous Support with the Fulfillment Order ID and tracking number so the team can investigate whether a configuration or timing issue on the ParcelPerform side is causing the delay.