PrestaShop Shipping Modules — 757 Interventions Analyzed Since 2018

Your customers are stuck at checkout because no carrier is showing? The Mondial Relay widget won't load? Colissimo labels refuse to print? You're not alone. Since 2018, MonSiteBug has handled 757 shipping module interventions on PrestaShop — module crashes, incorrect shipping costs, invisible carriers, fatal errors after updates.

This article is an exclusive study based on our real data. No theory: hard numbers from our 8,809 support tickets and concrete cases handled by our team. When your sales funnel is broken, every minute counts — and every lost order doesn't come back.

Key figures by carrier

Out of our 757 shipping interventions, here's the breakdown by carrier or issue type:

Key finding: Colissimo and Mondial Relay alone account for 26.5% of all shipping tickets. They are the two most widely used carriers in France — and by far the most problematic. Generic shipping cost issues (rate grids, zones, free shipping) come in third.

Shipping problem trends: 2018–2026

Shipping issues are constant and growing, directly correlated with e-commerce adoption:

2020-2021 peak: The COVID e-commerce explosion generated a massive influx of merchants who installed shipping modules urgently, often poorly configured. 2021 remains our record year with 139 shipping interventions, worsened by PrestaShop 1.7.7 and 1.7.8 updates that broke compatibility with many carrier modules.

The 6 most common problems

1. Module disappeared or broken after PrestaShop update

This is the #1 problem we handle. After a PrestaShop update (minor or major), the shipping module stops working: fatal error, blank checkout page, or carrier simply disappearing from the list.

Mondial Relay and Colissimo modules are most affected because they depend on external APIs and specific hooks that change between PrestaShop versions.

2. Broken pickup point widget (map not loading)

The pickup point selection widget (Google Maps or Leaflet map) refuses to load. The customer sees an empty space or error message instead of the map. Common causes: expired Google Maps API key, JavaScript conflict with the theme, or module incompatible with the PrestaShop version.

3. Incorrect or zero shipping costs

Rate grids are misconfigured: free shipping applying to everyone, shipping costs not changing based on weight or zone, or conversely astronomical fees scaring customers away. This is often linked to poorly defined delivery zones or incorrect weight ranges.

4. Shipping labels not generating

The merchant can no longer print shipping labels from the back office. The carrier API returns an error, API credentials have expired, or the address format is rejected. Colissimo and Mondial Relay are most affected, with frequent API changes on the carrier side.

5. Fatal error from the module (500 / blank page)

The shipping module causes a PHP fatal error that breaks the entire front office or just the checkout page. The site becomes inaccessible or customers can't complete their orders. Often caused by PHP 8.x incompatibility with a module written for PHP 7.x.

6. Carrier invisible in front office

The carrier is properly configured in the back office but doesn't appear on the order page. Customers see no shipping option and can't order. Causes: delivery zone not associated, customer group not checked, module disabled in front, or cart weight outside configured ranges.

Real cases from our tickets

Case #1 — Colissimo pickup point bug (Ticket #469, 2019)

Original title: "bug point relais colissimo"

A merchant can no longer offer Colissimo pickup point delivery. The selection widget won't load, customers are stuck at checkout. After investigation, the issue was a conflict between the official Colissimo module and an aggressive cache module preventing the JavaScript needed for the widget from loading.

Case #2 — Mondial Relay label printing error (Ticket #501, 2020)

Original title: "Erreur d'impression etiquette mondial relay"

The merchant can no longer generate Mondial Relay labels from the PrestaShop back office. The API returns a silent error. The cause: Mondial Relay had changed its API endpoint without notice, and the third-party module hadn't been updated. Migration to the official Mondial Relay module resolved the issue.

Case #3 — No carrier available (Ticket #636, 2020)

Original title: "il n'y a aucun transporteur"

Critical situation: customers see no carrier at all at checkout, the store can't sell. After diagnosis, the delivery zones had been reset during a PrestaShop update. No carrier was associated with mainland France. Complete reconfiguration of zones and carrier/zone associations.

Case #4 — Carrier invisible in front office (Ticket #696, 2020)

Original title: "Impossible de faire apparaitre un transporteur en FO"

The carrier is visible in the back office, all settings appear correct, but it refuses to show in the front office. The problem: the "Visitor" customer group was not checked in the carrier settings, preventing non-logged-in customers from seeing it.

Case #5 — Customers stuck at checkout (Ticket #232, 2019)

Original title: "cliente sont bloquee lorsqu'elle choisissent un transporteur"

Customers select a carrier but the page freezes, unable to proceed. A JavaScript conflict between the theme and the shipping module prevented the carrier step validation. The theme overrode PrestaShop's order.js file with an outdated version incompatible with the module.

Case #6 — Broken rate grid (Ticket #356, 2019)

Original title: "Pb grille tarif transporteur"

Displayed shipping costs don't match configured rates. One carrier charges 5EUR instead of 8EUR, another shows 0EUR. The rate grid contained overlapping weight ranges, causing incorrect calculations. Complete cleanup and reconfiguration of ranges.

Case #7 — Free shipping bug (Ticket #401, 2019)

Original title: "Bug Livraison gratuite"

Free shipping applies to all orders instead of triggering only above a certain amount. The native PrestaShop free shipping module interfered with cart rules and ignored the minimum amount condition. Disabled the native module and configured via cart rules instead.

Case #8 — Fatal Mondial Relay error after update (Ticket #8658, 2026)

Original title: "Erreur fatale liee a un module Mondial Relay apres mise a jour"

Recent and representative case: after a PrestaShop update, the Mondial Relay module causes a PHP fatal error that breaks the entire front office. The site is completely inaccessible. Cause: the module used deprecated PHP syntax, incompatible with PHP 8.1+. Module update and incompatibility fixes applied.

Common thread: In the vast majority of cases, the problem is triggered by an update (PrestaShop, PHP or module) that breaks compatibility. The merchant discovers the issue when customers can no longer order — sometimes after several hours, even days of lost sales.

Solutions by carrier

Colissimo (106 tickets)

Colissimo is the most widely used carrier in France and the one generating the most tickets for us.

• Official vs third-party module — Always prefer the official Colissimo module from La Poste. Third-party modules are often behind on API changes and cause incompatibilities.
• Colissimo API — The API changes regularly. Keep your API credentials up to date and verify your Colissimo contract is active. A disabled API = no more labels.
• Pickup point widget — If the widget doesn't load, check: valid Google Maps API key, no JS conflict with theme, module compatible with your PrestaShop version.
• After PrestaShop update — Systematically test the checkout funnel with Colissimo delivery after every update.

Mondial Relay (95 tickets)

Mondial Relay is the second most problematic carrier, mainly due to its pickup point widget and API changes.

• Mondial Relay widget — The pickup point selection widget is the #1 source of tickets. If the map doesn't display: check the API key, jQuery loading, and theme conflicts.
• Labels — Label printing depends on the Mondial Relay API. If it fails, check your API credentials (Enseigne, private key) and that your contract is active.
• Official module — Mondial Relay has changed its official PrestaShop module several times. Make sure you're using the latest version from the Addons marketplace.
• Fatal errors — After a PrestaShop or PHP update, the Mondial Relay module is often the first to break. Always keep a backup before updating.

Chronopost (36 tickets)

• Official module — Use exclusively the official Chronopost module. Third-party modules don't keep up with API changes.
• Time slots — The Chronopost Predict module (scheduled delivery) is particularly sensitive to theme incompatibilities. Test with the default theme if issues arise.
• Labels — Chronopost label printing requires specific API credentials (account number, sub-account). Check these first when errors occur.

UPS, DPD, GLS

• UPS (41 tickets) — Issues are mainly related to real-time rates (quoting API) that return errors when product dimensions/weight are not specified.
• DPD (30 tickets) — Module often outdated, maintained by third-party developers. Consider the Boxtal/EnvoimoinsCher module as a multi-carrier alternative.
• GLS (11 tickets) — Few tickets but recurring label and tracking issues. The official GLS module is relatively stable.

Best practices: preventing shipping outages

Here are the measures we recommend to all PrestaShop merchants, drawn from 757 interventions:

• Always test after an update — After every PrestaShop, PHP or module update, place a complete test order with each carrier. This is the #1 cause of outages.
• Keep a backup carrier — If Colissimo goes down, your customers must be able to order with another carrier. Always configure at least 2 active carriers.
• Check delivery zones — The most common invisible cause: a carrier not showing because the zone isn't associated. Verify that France is in the delivery zone for each carrier.
• Monitor API expirations — Colissimo, Mondial Relay and Chronopost API credentials expire. Note renewal dates and renew before expiration.
• Use official modules — Third-party modules are often less maintained. Prefer official carrier modules available on PrestaShop Addons.
• Back up before every update — A complete backup (files + database) before each update lets you roll back if things break.
• Check customer groups — Carrier invisible in front office? Verify that all customer groups (Visitor, Customer, Guest) are checked in carrier settings.
• Test on mobile — Many pickup point widgets (Mondial Relay, Colissimo) don't work properly on mobile. Test the checkout funnel on smartphones.

Critical reminder: A broken checkout = lost sales in real time. Unlike a cosmetic bug, a shipping problem physically prevents your customers from ordering. Every hour counts.

Quick diagnosis: your carrier isn't showing?

If no carrier appears at checkout, here's the diagnostic checklist we follow:

• 1. Is the carrier module enabled? (Modules > Module Manager)
• 2. Is the carrier active? (Shipping > Carriers > Active = Yes)
• 3. Are delivery zones associated? (Carrier > Zones)
• 4. Are customer groups checked? (Carrier > Groups)
• 5. Do weight/price ranges cover the current cart?
• 6. Does the product in the cart have a weight specified?
• 7. Is there a PHP error in the logs? (var/logs/)
• 8. Does the theme override checkout templates?

Our shipping numbers at a glance

Why trust us with your shipping issues?

Since 2018, we've resolved 757 PrestaShop shipping problems. We know every module, every API, every configuration trap. When your checkout is broken and you're losing sales, we act quickly to get your carriers back online.

What sets us apart:

• 757 shipping interventions — unmatched field expertise on PrestaShop carrier modules
• Knowledge of all carriers — Colissimo, Mondial Relay, Chronopost, UPS, DPD, GLS and their respective APIs
• Fast response — A broken checkout is a commercial emergency, we treat it as such
• Precise diagnosis — We identify the exact cause (zone, API, module conflict, PHP incompatibility) and fix it
• Complete testing — After every intervention, we test the checkout funnel end-to-end with each carrier
• Advice — We recommend the right configurations and reliable modules to prevent future outages