Overview
If a merchant or shopper is seeing an error such as "Global-E Label Issue: Invalid orderId" on an exchange order, or if a Global-E label simply cannot be generated for an exchange, this is expected behavior — not a bug.
Why Exchange Orders Are Not Eligible for Global-E Labels
When an international customer checks out through the Global-E checkout, the order is assigned a unique Global-E Order ID (GEOrderId). This ID is attached to the Shopify order as a custom attribute and contains the unique criteria that makes the order eligible for a Global-E shipping label or shipment.
When an exchange is created, the customer goes through the Redo return portal — not the Global-E checkout. Because the exchange order is not created through the Global-E checkout flow, it is never assigned a GEOrderId. Without this ID, the order does not meet the eligibility criteria for a Global-E label.
Additionally, Redo does not purchase Global-E labels outright. Instead, Redo retrieves the label that the customer already purchased through the Global-E checkout. For an exchange order, there is no pre-purchased Global-E label to retrieve and no GEOrderId to reference — so label generation will always fail for exchange orders on Global-E merchants.
Summary
Original Global-E orders: ✅ Eligible — GEOrderId is assigned at Global-E checkout
Exchange orders (created via return portal): ❌ Not eligible — no GEOrderId, no pre-purchased label
Common Error
If you or your customer encounter the following error on an exchange order:
"Global-E Label Issue: Invalid orderId"
This confirms that the exchange order does not have a GEOrderId attached and is therefore ineligible for a Global-E label. This is working as intended.
What To Do
For exchange orders on Global-E merchants, a standard (non-Global-E) return or outbound label will need to be used instead. Please reach out to support@getredo.com if you need assistance generating an alternative label for the exchange shipment.