174 results found

1. IOSS PDDP - duty fees are not calculated correctly. This urgently needs fixing.

   When applying postage to an order in Click & Drop. The options are not treating the new 3 Euro duty fee the same.

   You are presented with three options when applying postage.
   Option 1 - I will pay any taxes, duties & fees with Click & Drop. (PDDP).
   Option 2 - Taxes have been prepaid via IOSS. I will pay any duties & fees with Click & Drop. (IOSS PDDP).
   Option 3 - The recipient will pay any taxes, duties & fees. DDU.

   Option 1 and 3 and working perfectly. Option 2 is not and it needs fixing as a matter of emergency.

   Option 1 adds the duty fee based on how many different HS Codes are in the order, regardless of how many items are in the order. 5 items with matching HS Codes will result in 1 duty fee being added. This is correct.

   Option 2 adds the duty fee based on how many items are in the order regardless of them having the same HS Codes. 5 items with matching HS Codes will result in 5 duty fees being added. This is NOT correct.

   Here is my example order and what happens when trying to pay.

   Item 1 = £13.00
   Item 2 = £14.00

   Items Subtotal: £27.00
   Shipping: £15.50
   Finland VAT (25.5%): £10.84
   Order Total: £53.34

   Option 1 - I will pay any taxes, duties & fees with Click & Drop. (PDDP).

   International Tracked
   £9.80
   £0.00
   £9.80

   Customs Duty Fee
   £14.49 (This amount is correct. It is the order tax and one duty fee.)
   £0.00
   £14.49

   Customs Handling Fee
   £1.00
   £0.00
   £1.00

   Total postage cost
   £25.29
   £0.00
   £25.29

   Option 2 - Taxes have been prepaid via IOSS. I will pay any duties & fees with Click & Drop. (IOSS PDDP).

   International Tracked
   £9.80
   £0.00
   £9.80

   Customs Duty Fee
   £5.11 (This amount is wrong. It has created two duty fees instead of one.)
   £0.00
   £5.11

   Customs Handling Fee
   £1.00
   £0.00
   £1.00

   Total postage cost
   £15.91
   £0.00
   £15.91

   As you can see, the Customs Duty Fee of Option 2 is incorrect. It has added two duty fees instead of one. They should both only add 1 duty fee, with the only difference in Option 1 also adding Finland VAT (25.5%): £10.84.

   I am signed up to an IOSS service. I prepay the EU tax, but this is making the whole system unworkable now. You are essentially stealing by incorrectly adding 3 Euro to every single line. Even though I have signed up to an IOSS service, I have to use Option 3 (DDU) now until you fix this issue.

   Please fix this as a matter of emergency. It is an emergency. It is people's livelihoods you are breaking.

   When applying postage to an order in Click & Drop. The options are not treating the new 3 Euro duty fee the same.

   You are presented with three options when applying postage.
   Option 1 - I will pay any taxes, duties & fees with Click & Drop. (PDDP).
   Option 2 - Taxes have been prepaid via IOSS. I will pay any duties & fees with Click & Drop. (IOSS PDDP).
   Option 3 - The recipient will pay any taxes, duties & fees. DDU.

   Option 1 and 3 and working perfectly. Option 2 is not and it needs fixing as a… more

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2. Provide an option to print CN23 4 to a page on A4

   Until July 2026 CN22 customs forms could be printed 4 to a page to match the 4 to a page Address labels.

   CN22 is no longer available so you must use CN23. You can only print CN23 as a full A4 page or as 6x4 on a thermal printer. For anybody without a thermal printer this is not an option.

   I currently ship win 10x10x2cm cardboard boxes which will not accept A4 labels.

   Large labels require large packaging and to avoid excessive weight this is going to mean plastic bags, increasing both cost and environmental issues.

   The EU from Aug 12 has introduced a Packaging and Packaging Waste Regulation aimed at minimising packaging. The regulation has universal scope so it applies to e-commerce platforms from the UK as well.
   Although this is an EU regulation it is clearly how most shippers will want to operate.

   Until July 2026 CN22 customs forms could be printed 4 to a page to match the 4 to a page Address labels.

   CN22 is no longer available so you must use CN23. You can only print CN23 as a full A4 page or as 6x4 on a thermal printer. For anybody without a thermal printer this is not an option.

   I currently ship win 10x10x2cm cardboard boxes which will not accept A4 labels.

   Large labels require large packaging and to avoid excessive weight this is going to mean plastic bags, increasing both cost and environmental issues.

   The EU from Aug… more

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3. NEW PROBLEM. As of today you are calculating the 10% USA Tariff wrong.

   Royal Mail Click & Drop have now decided to start incorrectly calculating USA customs duty.

   USA customs duty is currently 10% on goods only and a 0.50p RM handling fee.

   Today it is wrong.

   £72 order has £9.72 customs duty + 0.50p handling fee when trying to pay for the label.

   Did your system suddenly forget how to calculate 10%?

   I charge my US customers 10% at checkout in order to pay this to Royal Mail when creating my labels via Click & Drop.

   The correct value of a £72 order is £7.20 customs duty + 0.50p handling fee.

   It's just one mistake after another with you and it is getting really embarrassing.

   Where did this £9.72 amount come from?

   Royal Mail Click & Drop have now decided to start incorrectly calculating USA customs duty.

   USA customs duty is currently 10% on goods only and a 0.50p RM handling fee.

   Today it is wrong.

   £72 order has £9.72 customs duty + 0.50p handling fee when trying to pay for the label.

   Did your system suddenly forget how to calculate 10%?

   I charge my US customers 10% at checkout in order to pay this to Royal Mail when creating my labels via Click & Drop.

   The correct value of a £72 order is £7.20 customs duty + 0.50p handling fee.

   It's… more

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4. EU Customs duty charged per line item

   The new EU €3 fee is painful enough if it was implemented properly. However, I discovered today that click and drop charges it by line item when it should be one fee per types of item (by HSS code) in the package according to regulation. My orders come through eBay so I don't have control over that.

   When I have line items with a value of £3-8 each of the same classification then that become untenable.

   You have the HSS code against the product in my settings - why isn't it used?

   This means either I have to spend time amending every order by hand in click and drop, or charge customers so much that they won't order from me.

   Is Royal Mail on the side of UK business or not? (The £1 fee - nice way to make more money for Royal Mail but again an extra unavoidable fee on top off this really doesn't help)

   The new EU €3 fee is painful enough if it was implemented properly. However, I discovered today that click and drop charges it by line item when it should be one fee per types of item (by HSS code) in the package according to regulation. My orders come through eBay so I don't have control over that.

   When I have line items with a value of £3-8 each of the same classification then that become untenable.

   You have the HSS code against the product in my settings - why isn't it used?

   This means either I have to spend time… more

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5. Add claims function

   I know this has been asked before, and it has been declined before - why? It would be far simpler all round if a claim could be directly started by a click beside the missing/lost/mis-delivered parcel? The current claims process is an absolute pain in the butt.

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6. IOSS PDDP - Duty Fees Problems

   There are 5 main issues with the IOSS PDDP that I can see:

   1) The duty for the US suddenly increased on my items from 10% to 25% without warning or even anything on the Royal Mail updates to say the duty had increased. We didn't know until we shipped something out!

   2) Why do Royal Mail charge a £1 handling fee even if the recipient is to pay the duty and taxes at their end?

   3) The EU duty (at least) is calculated wrongly. Tried sending an item to Denmark worth £13 - except that when adding to the order, I increased the quantity to 2.

   With "Taxes have been prepaid via IOSS. I will pay and duties & fees" set, the estimated EU duty was £12.04 !!

   On the Apply Postage page, reduce the quantity to 1 and the estimated EU duty is £3.56. Increase the quantity back to 2 and the estimated EU duty remains £3.56.

   4) When you claim a refund for postage after generating the labels, Royal Mail pay back the postage, but NOT the prepaid duties and taxes even though they can see the item never entered their system.

   5) When shipping two different items on the same order - Royal Mail collect a handling charge for EACH item - which seems wrong - it should be one handling charge for each order

   Raising a support ticket for comments on (1) and (4) gets no response at all.

   There are 5 main issues with the IOSS PDDP that I can see:

   1) The duty for the US suddenly increased on my items from 10% to 25% without warning or even anything on the Royal Mail updates to say the duty had increased. We didn't know until we shipped something out!

   2) Why do Royal Mail charge a £1 handling fee even if the recipient is to pay the duty and taxes at their end?

   3) The EU duty (at least) is calculated wrongly. Tried sending an item to Denmark worth £13 - except that when adding to the… more

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7. Refunds and Customs Duties

   I had two orders where I had entered the details for sale to the US, and applied the postage. Both items were sent International Tracked and attracted US customs of £3.20 including the 50p handling fee.

   However, after printing the labels, the customers decided to change their order, so I asked for a refund "Order placed by mistake".

   I received the refund in due course, but NOT the US customs charge or handling fee.

   There is no reason for that - Royal Mail should know that the packages were not posted and therefore not pay out the US customs or handling fee.

   I had two orders where I had entered the details for sale to the US, and applied the postage. Both items were sent International Tracked and attracted US customs of £3.20 including the 50p handling fee.

   However, after printing the labels, the customers decided to change their order, so I asked for a refund "Order placed by mistake".

   I received the refund in due course, but NOT the US customs charge or handling fee.

   There is no reason for that - Royal Mail should know that the packages were not posted and therefore not pay out the US customs or… more

   3 votes

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8. Provide itemised tax reporting for exports from UK to EU

   When sending goods from UK to EU, since 1st July 2026 Royal Mail is now charging new taxes.

   Tax paid to the destination country
   - €3 flat import duty (for items under €150.)
   - Import VAT

   At the payment screen, the above amounts are lumped together into one £ figure.

   Please can you provide a way to view / report on the VAT paid ( so we can reclaim it)

   thankyou

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9. Customs Form Not Showing Order Currency

   The new CN23 form that is generated on Click and Drop converts the order amount into GBP. The old CN22 form used to always show the currency that you entered for the order.

   Please show the currency that we select for the order on the customs form.

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10. Can't print labels

    Once you create a label on C&D you get the message "Sorry, this service is currently unavailable" and no label is generated. This happens constantly. Firefox browser, Win 11 platform.

    2 votes

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11. Implement PPWR 2026

    With the introduction of PPWR 2026 across the EU on 12th August we need to be able to get packages out to the EU without registering for every one of the 27 EU Countries about the envelopes we are using to send items!

    Not sure if Royal Mail have implemented any of this into its systems - especially if we connect via PDDP.

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12. Inaccurate delivery time - Very damaging to Shopify/eBay/Amazon accounts

    In the Shopify connection/integration C&D shows inaccurate delivery completion. When the order has already been delivered RM remains "in transit". For sellers this delay notification is extremely damaging and downgrades your account on Shopify, eBay, Amazon and other sales channels. They interpret this that your order is not arriving on time as promised and at times can even generate a full refund for items already delivered, and your account gets tagged and gets downgraded, or even blacklisted.
    RM got my entire account ruined in the past having by having completely faulty delivery updates. It's VITAL that deliveries are completely accurate.

    1 vote

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13. Allow copy & paste / drag & drop into address search box on Create Order page

    On the new Click & Drop “Create Order” page, the “Search for an Address book entry or a UK address” field no longer allows copy & paste or drag & drop of addresses.

    This was possible in the previous version and was a huge time-saver when processing orders from platforms like eBay and Amazon Seller Central.

    At the moment:
    You can still paste or drag & drop into fields like Name, Company, Email, and Phone Number
    But the address search box does not accept pasted or dragged text

    This means addresses now have to be typed manually, which:
    Slows down order processing significantly
    Increases the risk of typing errors
    Makes bulk dispatch workflows much less efficient

    Suggested improvement: Please restore the ability to:
    Paste a full address into the address search box
    Drag & drop an address into the field (as before)

    This small change would make a big difference for anyone processing multiple orders daily.

    On the new Click & Drop “Create Order” page, the “Search for an Address book entry or a UK address” field no longer allows copy & paste or drag & drop of addresses.

    This was possible in the previous version and was a huge time-saver when processing orders from platforms like eBay and Amazon Seller Central.

    At the moment:
    You can still paste or drag & drop into fields like Name, Company, Email, and Phone Number
    But the address search box does not accept pasted or dragged text

    This means addresses now have to be typed manually, which:
    Slows down… more

    2 votes

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    Started  ·  AdminAdministrator (Administrator, Click and Drop) responded

    Thank you for your feedback.

    We are currently working on resolving this and the fix for this issue should be out in the near future. This page will be updated once the issue is resolved.

    Kind regards,

    Click & Drop Team

14. Work with customers

    I can’t tell you how difficult it has been to book postage today. I’m very tech-savvy, yet changes made to your interface over the past couple of weeks have resulted in me wasting two hours simply trying to buy postage.

    Why aren’t customers involved when changes like this are being developed and tested? The new interface is neither intuitive nor easy to navigate, and what should be a straightforward task has become unnecessarily complicated.

    Even finding a way to leave this feedback was difficult. Please take this seriously and review the booking process from a customer’s point of view.

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15. postage cost reporting for tax purpose

    It would be really handy if there was a report to see what I have paid on postage by day month or year (so I can use it for tax deductions) ???

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16. Remove Frames from the payment details page

    When I go to the payment confirmation page, I need to print this off for a breakdown of the VAT charges etc - as that is not provided elsewhere for the Personal Account.

    This has to be printed landscape in order to fit on an A4 page (at 60% scaling!)

    However, because you use frames (with a scrollable section for the individual orders) the printout no longer shows every line item - only the visible ones.

    Better still would be an ability to download an invoice from the payment!

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17. IOSS PDDP - Poland an Issue

    For some reason today when shipping items to Poland, I can only set the customs section to DDU or IOSS DDU.

    This means that I have collected the IOSS VAT (correctly) but the customer will still have to pay the customs duty. Is it just Poland for some reason - yesterday I could select DDP (duty paid) for EU countries but not sent anything to Poland since this came in.

    In any case, why are Royal Mail then charging a £1 handling fee on top - what exactly are they handling?

    It is a nightmare as I have collected extra from the customer to cover the flat EU customs fee (€3 plus the £1 handling fee). Now I feel as though I need to repay the €3 back to him.

    Presumably the Royal Mail £1 handling fee will not cover the Polish postal system handling fee for collecting the customs.....

    For some reason today when shipping items to Poland, I can only set the customs section to DDU or IOSS DDU.

    This means that I have collected the IOSS VAT (correctly) but the customer will still have to pay the customs duty. Is it just Poland for some reason - yesterday I could select DDP (duty paid) for EU countries but not sent anything to Poland since this came in.

    In any case, why are Royal Mail then charging a £1 handling fee on top - what exactly are they handling?

    It is a nightmare as I have collected extra… more

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18. I'm getting regular 'unexpected problem' errors

    I'm ending up with a lot of "Sorry, an unexpected problem occurred." when I try to print labels, or when the purchase is completed. They started to become regular occurance since the last update.

    8 votes

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19. Prioritise the fixing of the software on the parcel lockers which is causing parcels not to enter Royal Mails network

    I'm on my 3rd parcel; I cannot begin to tell you how annoyed I am £200 out of pocket at this moment in time and not seeing any positive action from RMG.
    I only use you because my customers request Royal Mail via ebay otherwise I'd be using someone else.
    Sort it out RMG!

    1 vote

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20. when you implement a change increase staffing levels on the phone

    60 minutes wait to get through
    no chat option
    your customer service is dreadfull - please fix it

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