Recurring Delivery Blockages at Pickup or Drop-off – Stuart Sandbox

Bug Reporting
1

We are encountering a recurring issue in the Stuart sandbox environment:
Deliveries frequently get blocked, either at the pickup location or the drop-off location, without any clear reason or actionable error message.

This behavior prevents us from completing end-to-end delivery tests reliably and affects the validation of our integration.
Could you please investigate this issue and let us know if there is a known limitation or required configuration on our side?

Thank you for your support.

2

Hello @JSK,

Thank you for bringing this to our attention.
Our team is currently investigating the issue. Unfortunately, we will not be able to provide updates on the resolution timeline.

Thanks!

1 Like
3

Hi Adrien,

Just following up to see if there’s any update on the issue I reported. It’s still quite blocking for our tests in the sandbox environment.

Thanks in advance!

4

hello @JSK

Thanks for reaching out to us again.
Indeed, this issue might still occur for some orders in the Sandbox environment.
I can see that some of your orders remain in the “in progress” status.

We will investigate this further, and I’ll let you know once it has been resolved.

If you’d like to test a specific scenario or have any further questions, please feel free to reach out. We can also organize a session together if that would be helpful.

Best regards

5

Hello Magdalena,

Thank you for your reply.
Unfortunately, around 70% of our tests are still failing due to deliveries that either remain stuck in the “in progress” status in the Sandbox, or are automatically cancelled.

This issue has been ongoing for several months now and is causing us significant delays and loss of time.
Do you have any estimated timeline for a resolution?
We will get back to you to test specific scenarios.
Thank you for your help.

Best regards

6

hello @JSK

Sorry for the late response.
I’m happy to share some good news — the issue has recently been resolved by our engineers.
You should now see the full courier submission and successful delivery flow reflected correctly in your Sandbox account.

If you notice any discrepancies, feel free to let us know!

Best regards

7

Hello Magdalena,

Thank you for your response and for resolving the issue; I confirm that I can now correctly see the full courier submission and successful delivery flow in my Sandbox account.

Furthermore, for several days I have been asking the Stuart team about a potential anomaly: for a very short distance (just a few meters), the amount returned via the pricing API still corresponds to that of a long-distance delivery. In every exchange, support explains the pricing structure instead of answering my question; it seems they do not understand my request. Could you please ask your engineers to run a test on their side and verify this behavior?

Thank you in advance for your help and feedback.

Best regards,

Hocine