This article provides an overview of how MasonHub integrates with Global-e to support your international fulfillment operations. It covers integration types, critical SKU mapping requirements, and the necessary procedures for managing manual orders.
Overview
Global-e is a cross-border e-commerce platform that handles localized checkouts, customs, and logistics. MasonHub integrates with Global-e’s API to generate shipping labels and customs documentation directly within our Warehouse Management System (WMS).
Integration Options
You can engage with Global-e in one of two ways; however, the technical backend at MasonHub remains the same:
Direct Global-e Integration: You work directly with Global-e to manage international configuration.
Shopify Managed Markets: You use Shopify's native tool to set up Global-e as your international shipping provider.
Critical Setup: SKU Mapping and Identifiers
To ensure orders process correctly across both Global-e and standard carriers (like UPS), MasonHub recommends a specific configuration for your item identifiers.
The "SKU Description" Standard
When completing your Global-e intake form, you must select an identifier that is recognized globally by all carriers.
MasonHub Recommendation: Always use the SKU Description (or Item Description) as the primary identifier.
Why this matters: Many carriers, including UPS, expect the SKU Description to generate accurate customs documentation. If you use an internal code (e.g., "100111") or a unique SKU Item Name that doesn't match the carrier's expected mapping, the shipment will fail.
Downstream Impact: Global-e mappings are complex. Changing these identifiers after setup can cause major disruptions in label generation.
Consulting Your Team
Never request changes to item description mapping through Support alone. Because of the significant downstream impact on international shipping, you must always loop in your Client Success Manager (CSM) before modifying how MasonHub sends item data to Global-e.
Managing Manual Orders
We strongly recommend that all international orders be created through your integrated storefront (e.g., Shopify). This ensures that the order is automatically recognized by Global-e and contains all necessary customs data.
How to Handle Manual Orders for Other Carriers
If you must manually create an international order in the OMS and intend to ship via a carrier other than Global-e (such as UPS), follow these steps to manage the mapping requirements:
- Create the order in the MasonHub>OM.
- Select WILL CALL as the Ship Method. This puts the order in a holding state and prevents it from shipping with incorrect data.
- Open a support ticket by emailing support@masonhub.co.
- In the ticket, notify Support that the order needs to be switched to a specific carrier (e.g., UPS) and requires manual intervention on the customs invoice.
- The Order Exceptions / Problem Resolution team will then manually create the customs invoice to ensure the item identifiers map correctly to the carrier's requirements.
Note: Because these orders require manual processing by our team, administrative handling fees may apply.
Common Troubleshooting
HighJump & Global-e Errors
| Error Message | Cause | Resolution |
|---|---|---|
| Item Not Set Up | The identifier sent by the OMS is not recognized by Global-e. | Ensure your Global-e intake form is set to use SKU as the identifier. |
| Kit Not Set Up | A bundle was shipped but its components are not mapped. | Map the parent SKU to its components in the Global-e Portal. |
| Address Too Long | International labels have strict character limits. | Shorten the address in the OMS and re-submit. |
Getting Started with Global-e
If you are ready to implement Global-e, follow these steps:
- Contact your Client Success Manager to request an introduction to the Global-e team.
- Complete the Global-e Integration Intake Form, ensuring you select SKU Description as your identifier.
- Provide your Merchant ID and API Key to the MasonHub team via a support ticket.
- Coordinate with your CSM to submit test orders and validate that labels and tracking are generating correctly.