Setting up FedEx Shipping

To use your FedEx account with SupportSync, you must first complete the "Label Certification" process.  

This process changed. FedEx has retired its legacy FedEx Web Services (SOAP) API. SupportSync now connects to FedEx through the new FedEx REST API using OAuth 2.0. Instead of a Meter Number, Developer Key, and Password, you will now use an API Key (Client ID) and Secret Key (Client Secret) created in the FedEx Developer Portal. If you set up FedEx before and used a Meter Number, you must re-create your credentials using the steps below.

Before you begin

To use your FedEx account with SupportSync you must complete FedEx’s Label Certification process. Certification involves printing TEST shipping labels, scanning them, and sending them to FedEx for evaluation. It requires less than 30 minutes of your time plus a 1–3 business-day wait for FedEx to approve the labels.

You will need:

• A FedEx account with a FedEx shipping account number.
• Access to the FedEx Developer Portal.
• A label printer in good condition that prints clearly.
• A full-size printer or PDF editor for completing the FedEx cover sheet.
• A scanner that produces clean scans at 600 DPI or higher.

Setting up FedEx Shipping involves 6 steps

1. Create your FedEx Developer Portal project and get TEST credentials. (<10 minutes)
2. Enter the TEST credentials in SupportSync. (<5 minutes)
3. Print & scan TEST shipping labels. (<15 minutes)
4. Move your project to Production and get PRODUCTION credentials. (<5 minutes)
5. Complete the FedEx Label Certification process. (1–2 business-day wait)
6. Enter the PRODUCTION credentials in SupportSync and go live. (<5 minutes)

STEP 1: Create your FedEx Developer Portal project (TEST credentials)

1. Go to developer.fedex.com and sign up or log in with your FedEx account.
2. If this is your first time, create an Organization, then add your FedEx shipping account (and billing account) to it.
3. Click Create a Project. When asked the reason for API access, choose “Ships with FedEx and needs to integrate FedEx API into their system.” and click Next.
   
4. When asked which APIs you need, under Ship, Rate & other APIs select the Ship API also select the Rate API for SupportSync.
5. Enter a project name (any name – e.g. “SupportSync”) and the countries you ship to and from.
6. Open the project’s Overview page and select the Test Key tab. Copy and save these three values now:
   • API Key (this is your Client ID)
   • Secret Key (this is your Client Secret)
   • Your test shipping account number

IMPORTANT: Copy the Test API Key and Secret Key now and keep them somewhere safe. You will paste them into SupportSync in the next step.

[SCREENSHOT: FedEx Developer Portal → Project Overview → Test Key tab, showing API Key / Secret Key / test account.]

STEP 2: Enter the TEST credentials in SupportSync

1. In SupportSync, go to Admin → Return Centers → select your Return Center → Carrier Accounts.
2. In the FedEx section, enter the values from STEP 1:

SupportSync field	Enter
Account Number	Your FedEx (test) shipping account number
API Key (Client ID)	Your Test API Key
Secret Key (Client Secret)	Your Test Secret Key

3. Select the Test Mode checkbox.
4. Click Save.

Note: The older Meter Number, Authorization Key, and Password fields belonged to the retired FedEx Web Services API and are no longer used. Leave them blank.

Using a Zebra / ZPL label printer? FedEx prefers ZPL mode for best print quality on Zebra thermal printers. Enable ZPL mode before printing the labels in STEP 3.

[SCREENSHOT: SupportSync Admin → Return Centers → Select Return Center → Carrier Accounts → FedEx section with Account Number, API Key, Secret Key, and Test Mode.]

STEP 3: Print & scan TEST shipping labels

1. Create a Test Customer.
2. Create a Test Return with the Advance Replacement option.
3. Use FedEx services to create and print TEST outgoing labels for each service you use (e.g. Ground and 2Day). Test labels are marked ** TEST LABEL **. Make sure each label prints clearly with good quality.
4. Affix the printed labels to a normal sheet of paper and scan to PDF at a minimum of 600 DPI. Use tape only on the back of labels – tape must not be visible on the scan.

IMPORTANT: Make sure the PDF files look GREAT. 

IMPORTANT – label scans must be print-and-scan, not API images. FedEx’s Bar Code Analysis Group requires labels that were physically printed and then scanned at 600 DPI or higher. Do not send the image returned directly by the API.

Make the PDF files look great. The label evaluators are strict about clarity. No smudges. Tape only on the back. Only the labels should be visible on the scan, with plenty of room around each one – 2 labels per 8.5×11 page maximum. Keep labels straight to avoid distortion.

Error: “FAILURE: [1000] General Failure” while creating test labels is usually a temporary FedEx sandbox issue. Wait a few minutes and try again.

[SCREENSHOT: example of two scanned test labels on one page, clean and straight.]

STEP 4: Move your project to Production (PRODUCTION credentials)

You need your production API Key to fill out the FedEx Label Cover Sheet in STEP 5, so get it first.

1. In the FedEx Developer Portal, open your project and start the Move to Production process.
2. Add a Production account to your organization, assign it to this project, and subscribe to the same APIs you selected (Ship, and Rate if used).
3. You will now see your Production API Key and Production Secret Key.

IMPORTANT: The Production Secret Key is shown only once. Copy and save it now. (You can regenerate it later from the portal if needed.)

[SCREENSHOT: FedEx Developer Portal → Production key tab showing the Production API Key.]

STEP 5: Complete FedEx Label Certification

FedEx requires label certification for the Ship API before your production credentials will create live labels. FedEx’s Bar Code Analysis Group reviews your scanned test labels. Plan for a three-business-day turnaround.

1. Download and completely fill out the FedEx Label Cover Sheet. On the form:
   • For Are you using a Third Party Solution? indicate YES.
   • For Third Party Solution Name indicate SupportSync.
   • For Label Image Type select PNG (laser printers) or ZPLII (Zebra / thermal printers in ZPL mode).
   • Include your account number and your Production API Key (from STEP 4).
   • List only the specific services you are applying for (e.g. Ground, 2Day).
2. Email the scanned label PDFs (STEP 3) and the completed Label Cover Sheet to [e-mail].
3. Wait for the Bar Code Analysis Group to approve or reject the labels. They will contact you by email.
   • If approved, your production credentials are authorized for the requested services. Continue to STEP 6.
   • If rejected, correct the labels as instructed and re-submit as a brand-new email (see Tips).

For thermal/Zebra printers the label image type must match the printer (ZPLII for Zebra). PNG and PDF image types are intended for laser printing only.

International & multi-piece: FedEx International Express shipments must also include the auxiliary/secondary Air Waybill (AWB) label. Multi-piece shipments (MPS) must include one label for each package.

IMPORTANT: You must complete Label Certification before STEP 6. Production credentials will not create live labels until FedEx approves your labels and enables your project. Approval is granted on a per-project basis.

If you prefer to mail physical labels instead of emailing scans, FedEx accepts them at:

FedEx Services
WTC–Business Solutions Testing
10 FedEx Parkway, 2nd Floor Horizontal
Collierville, TN 38017

STEP 6: Enter PRODUCTION credentials and go live

1. In SupportSync, go to Admin → Return Centers → select your Return Center → Carrier Accounts.

2. In the FedEx section, replace the test values with your PRODUCTION values:

   SupportSync field	Enter
   Account Number	Your FedEx (production) shipping account number
   API Key (Client ID)	Your Production API Key
   Secret Key (Client Secret)	Your Production Secret Key

3. Un-check the Test Mode checkbox.
4. Click Save.

FedEx setup complete

You are now ready to print production FedEx labels. Thanks for using SupportSync and completing FedEx Label Certification.

Tips

• If the Label Certification group sends an error, do not REPLY – send a brand-new submission instead. In our experience they do not process replies.
• Leave plenty of room around each label. Put only 2 labels per 8.5×11 sheet.
• Scan at 600 DPI or higher; send print-and-scanned labels, never raw API images.
• If you use a Zebra printer, print TEST labels in ZPL mode.
• Use high-quality label stock in good condition with no branding on the label.
• For the International Air Waybill (AWB) barcode printing issue, see this article.

Troubleshooting & FedEx support

Most FedEx errors now relate to your credentials. Quick checks:

• Authentication / token errors: confirm the API Key and Secret Key in SupportSync exactly match the ones in the FedEx Developer Portal, with no extra spaces, and that you used the right pair for the mode (Test credentials with Test Mode on; Production credentials with Test Mode off).
• Labels work in test but not production: your project may not be Label-Certified yet, or the production account/keys are not assigned and subscribed to the Ship API in the portal.
• Project setup: make sure the Ship API is selected on your project and your shipping account is added to the organization.
• If you are unable to login with TEST credentials or still get the error:  ERROR: [1000] Authentication Failed. Please call FedEx Web Services support and provide them with your Account Number, Meter Number and Contact / Address information. 

For help directly from FedEx with API credentials or certification, use the FedEx Developer Portal support page.

They can view your transactions and tell you WHY an error is being generated.

1 [phone] (when prompted, say "web services")

https://www.fedex.com/en-us/api/get-support.html