This article explains why Australian orders are blocked with a Logistics [1071] phone number error, how to get held orders moving, and how to stop the error happening again.
View the error message
Logistics [1071] Logistics push error: Order transfer restriction [Blocked]: Australian recipient's phone number format is incorrect. Phone number format: 1300 6 digits; 61 10 digits; 61 9 digits; 0 9 digits; 9 digits
What this error means
The order could not be pushed to the carrier. Our 3PL partner in Australia rejected it through their API because the recipient phone number is either missing or not in a format the carrier accepts.
The order stays in a blocked state and will not ship until a valid phone number is supplied.
NOTE: The error text says the format is incorrect, but in most cases the phone number field is empty rather than formatted incorrectly. Check whether a number is present before assuming a formatting problem. |
Why it happens
No phone number was collected at checkout. This is the most common cause. If your store does not require a phone number, customers can complete an order without one.
The number is in a format the carrier rejects. Extra characters, spaces, an incorrect country code, or a number with the wrong digit count will fail validation.
A checkout customization is bypassing the phone number field. On Shopify Plus, a custom checkout can override the required setting.
Accepted Australian phone number formats
The recipient phone number must match one of the following patterns.
Format | Example | Notes |
1300 plus 6 digits | 1300123456 | Australian service number |
61 plus 10 digits | 610412345678 | Country code with leading 0 retained |
61 plus 9 digits | 61412345678 | Country code without leading 0 |
0 plus 9 digits | 0412345678 | Standard domestic mobile or landline |
9 digits | 412345678 | National number with no prefix |
NOTE: Do not include spaces, hyphens, brackets, or a leading plus sign. Submit digits only. |
How to clear blocked orders
A blocked order has not shipped, so it is still eligible for changes. There are two parts to fixing it: finding a valid phone number, then submitting it to Portless through the right channel for your setup.
NOTE: Updating the phone number in Shopify alone will not release the order. Shopify changes do not sync back to Portless. You need to submit the correction through the Merchant Admin Portal or to Portless Support, and update Shopify separately so your own records match. |
Step 1: find a valid phone number
Contact the customer, or check your order records for a valid contact number.
Format the number to match one of the accepted patterns above.
Step 2: submit the correction to Portless
How you do this depends on your integration and which warehouse the order ships from.
Pipe17 integration, non-bonded warehouse: use the Edit Order button in the Merchant Admin Portal. Find the order under the Orders tab, open it, click Edit Order, update the phone number, and click Submit Request. You will get an approved or denied result within about five minutes.
OFG integration, or any order shipping from a bonded warehouse: the Edit Order button is not available. Contact Portless Support with the order numbers and the corrected phone numbers, and we will apply the change in our warehouse system.
Full instructions for both paths are in Editing shipping details on an order.
TIP: If a large number of orders are blocked at once, send Portless Support the full list rather than raising them one at a time. We can work the batch together and confirm which orders still need a number from you. |
Prevent the error
Make the phone number field required at your Shopify checkout. Once the setting is live, customers cannot place an order without providing a number, and new Australian orders will pass carrier validation. See Requiring a customer phone number at checkout in Shopify for step by step instructions.