397 results found

1. Can't buy or pay for postage since 29-10-2025

   I am unable to pay at all for postage on C&D since yesterday. When I try to pay, and click the pay button, it turns grey and doesn't do anything. I've tried reloading. removing cookies, restrating - nothing works.
   This is on Windows 10, Firefox latest version.

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2. Plan of Action: Improving Royal Mail Parcel Locker Functionality for Multi-Parcel Business Users 1. Background and Issue Summary Business s

   Plan of Action: Improving Royal Mail Parcel Locker Functionality for Multi-Parcel Business Users
   1. Background and Issue Summary

   Business sellers on platforms such as eBay and Amazon frequently drop multiple parcels during a single visit. The current Royal Mail parcel locker system is primarily optimised for individual consumer use — designed for one parcel per locker, with automatic timeouts if the transaction is not completed quickly.

   In the described scenario, a seller attempted to drop 30 parcels in one large locker after scanning a single tracking barcode, intending to consolidate the parcels for efficiency. However, due to a timeout in the locker system, the deposit was not registered correctly. As a result:

   No tracking confirmation email was generated.

   Parcels remained uncollected because the system did not record a completed deposit.

   The locker provided no warning about time constraints or risks associated with multi-parcel drops.

   This incident exposes a system design gap that could lead to lost parcels, operational inefficiencies, and reduced trust from high-volume sellers.

   1. Root Cause Analysis

   The issue stems from several system and user interface limitations:

   Timeout Restriction: The locker closes the session automatically after a short period, assuming the user has abandoned the process.

   No Parcel Quantity Input: The system does not ask how many parcels are being dropped off, preventing adjustment of the allowed loading time.

   Lack of Clear Guidance: The interface does not instruct sellers on the recommended method (e.g., one parcel per locker or maximum parcel count per drop).

   Tracking Dependency on Single Scan: When only one parcel is scanned, all other parcels remain unregistered, creating an untraceable drop.

   1. Impact on Royal Mail and Sellers

   Operational Inefficiency: Parcels in unregistered lockers are not collected on schedule, disrupting delivery timelines.

   Customer Dissatisfaction: Sellers risk late dispatch penalties from eBay/Amazon and potential negative buyer feedback.

   Increased Support Volume: Royal Mail Customer Service may face escalations related to “missing parcel” claims that could have been avoided.

   System Underutilisation: High-volume sellers may revert to Post Office drop-offs, reducing locker utilisation and limiting growth potential for automated parcel collection.

   1. Proposed Corrective Actions

   To improve functionality and reliability for business users, the following enhancements are proposed:

   A. Software and User Interface Improvements

   Add “Number of Parcels” Prompt:

   When initiating a drop-off, prompt the user to enter the number of parcels being deposited.

   Extend session timeout dynamically based on parcel count (e.g., 30 seconds per parcel).

   Multi-Parcel Mode Option:

   Introduce a “Business / Bulk Drop” mode allowing multiple tracking numbers to be scanned in one session.

   Allow a single locker to hold multiple parcels under one bulk reference number.

   Visual and On-Screen Guidance:

   Display clear instructions:

   “One parcel per locker recommended.”

   “If dropping multiple parcels, select ‘Bulk Drop’ mode.”

   “Timeout occurs after X minutes of inactivity.”

   Session Confirmation Requirement:

   Require explicit confirmation (“I have finished loading the locker”) before the system closes the session and registers the drop as complete.

   B. Operational and Communication Improvements

   Clear Signage and Online Guidance:

   Update physical locker signage and the Royal Mail app/website with step-by-step instructions for business users.

   Integration with eBay and Amazon Seller Systems:

   Enable direct linkage between Royal Mail lockers and eBay/Amazon seller accounts.

   Preload shipping labels and bulk manifest information into the locker interface.

   Enhanced Tracking Workflow:

   When a bulk deposit is made, generate one confirmation email listing all tracking numbers in that drop-off session.

   Feedback and Reporting Mechanism:

   Implement an on-screen or in-app “Report a Problem” button to capture real-time issues like timeouts or unacknowledged drops.

   1. Long-Term Enhancements

   Introduce Dedicated Business Lockers:
   High-volume sellers could be assigned larger or reserved lockers at key locations, with extended access times and integrated bulk scanning capability.

   Pilot Program:
   Conduct a 3–6 month trial of improved software at select urban and suburban sites to measure time efficiency, reliability, and customer satisfaction.

   Data-Driven Refinement:
   Use pilot feedback to refine session timing, user prompts, and system notifications before nationwide rollout.

   1. Expected Outcomes

   Implementing these actions will:

   Prevent loss or delay of parcels caused by unregistered drops.

   Increase confidence among high-volume sellers using Royal Mail parcel lockers.

   Improve operational efficiency and tracking accuracy.

   Reduce customer service incidents related to locker usage.

   Strengthen Royal Mail’s position as a preferred logistics partner for eCommerce sellers.

   Plan of Action: Improving Royal Mail Parcel Locker Functionality for Multi-Parcel Business Users
   1. Background and Issue Summary

   Business sellers on platforms such as eBay and Amazon frequently drop multiple parcels during a single visit. The current Royal Mail parcel locker system is primarily optimised for individual consumer use — designed for one parcel per locker, with automatic timeouts if the transaction is not completed quickly.

   In the described scenario, a seller attempted to drop 30 parcels in one large locker after scanning a single tracking barcode, intending to consolidate the parcels for efficiency. However, due to a timeout in… more

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3. IOSS number didn't pulled into Click&Drop from Amazon and eBay recently

   IOSS number didn't pulled into Click&Drop from Amazon and eBay recently, please fix it ASAP, recently the parcels sent to the EU all don't have IOSS number display so a lot of customers refused to pay the customs duty and return the parcels which value less 50eur. This error impacting our business now. please fix it ASAP

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4. Customer (Receiver) EORI field should be added as field in the address book

   Our address book contains saved details for regular customers, covering 99% of our orders. With the upcoming Windsor Agreement, an additional field should be introduced in the address book to store customers’ EORI numbers. This would eliminate the need to manually enter the EORI each time an order is created. Instead, it should be saved within the address book and automatically populated when placing an order, ensuring a more efficient and seamless process.

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5. Provide an option to make the "Order reference" a required field

   Would it be possible, please, to give the option to set the "Order reference" field as required so it cannot be left blank? This would mean that all shipments can be referenced to their corresponding delivery note, pick list, or whatever other internal reference a company uses to identify shipments sent using Click & Drop. As a bonus, you could add an editable description so that the user can add what that reference is in brackets - i.e. "Order reference (delivery note)".

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6. how to work out which parcel you are overcharging me on

   4 times in the last year you have put a surcharge on my invoices. 3 for sending a parcel as a large letter and one for an unreadable bar code.

   All bar codes are readable when the are put in the mail sack. Something in your system must have messed the label up, why should we be "fined" for a problem in your system?

   This goes for all 4, it is VERY difficult to work out exactly which parcel or large letter you are charging us for. We have OBA login which is supposed to help us work out which parcel is which but trying to do anything in there is really difficult and NOT user friendly.

   The first time you over charged us you said the "large letter" was 200mm thick so was a parcel. The delivery photo showed the postman handing over a A4 cardboard backed envelope to the customer which was very obviously much less than the 25mm allowed. You paid us back for that one.

   The 2nd one from march 2025 has no photo (surprise surprise) but we have recreated the large letter / parcel and for the items in the package it would be impossible to be more than 25mm. We have sent you pictures of the items before packing and after packing showing it is less than 25mm thick in a A4 Cardboard backed envelope again.

   We have emailed you 5 times about that second over charge from March 2025. The first couple we got automated replies saying you would get back to us in 3 days, the last couple we didn't even get that. We have had NO REPLY AT ALL about this over charge.

   The final overcharge for an oversized large letter is from 2nd september. I can't work out what item that was for or which customer. None of the numbers on the invoice correspond to anything in OBA or what we have in the manifest reports. So like the "unreadable label" we have no way of knowing which customer this is and if there may be a picture of the item being delivered.

   So my question is, why can't we have a way of finding these things out easily and VERY IMPORTANT why is Royal Mail ignoring emails from their customers?

   4 times in the last year you have put a surcharge on my invoices. 3 for sending a parcel as a large letter and one for an unreadable bar code.

   All bar codes are readable when the are put in the mail sack. Something in your system must have messed the label up, why should we be "fined" for a problem in your system?

   This goes for all 4, it is VERY difficult to work out exactly which parcel or large letter you are charging us for. We have OBA login which is supposed to help us work out which… more

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7. Products export only exports maximum 5000 rows/products. A big problem if you have tens of thousands of products requiring bulk updates

   We have over 30,000 products within C&D and the quantity grows almost every week as new products come in. We have been using C&D for quite a few years now and over the years some of the data within C&D has become corrupted. For example, we have found that over the years, the original and correct item weights stored within C&D can often get overwritten by mistake with completely wrong values. These wrong values then get carried forward continuously leading to a number of surcharges in the form of "Admin Charge for underdeclared or mis-declared " packages. These surcharges have now built up into significantly large amounts over the course of each billing period! Therefore we wanted to clean all our data within C&D and make certain that all products had the corrects weights etc again.

   So we thought that we would download a report from C&D containing all our products within C&D so that we could simply correct the weights etc wherever necessary within Excel and then reupload/update the corrected data back into C&D. However we noticed that C&D only exports 5000 rows/products of data (even when there are no filters etc active on the Products grid). We have already been through these 5000 products and corrected/uploaded the data to C&D where necessary. However, every time we do a Products export from C&D it gives us roughly the very same 5000 products in the excel file. There might be a few hundred new products in each report we download but by and large every report contains pretty much the same 5000 products.

   This means we are now stuck and cannot check through the 25,000 or so other products and make any corrections in bulk via excel etc which would be the easiest way to complete this task. The only way we can update the other products seems to be manually and one by one within C&D directly which is obviously completely infeasible for 25,000 products!

   Please remove the 5000 row restriction from the Products Export (when there are no filters etc active on the Products grid) so that the Export function then does actually export all our products as we would expect and we can then easily correct and update any data where necessary. Thank you.

   We have over 30,000 products within C&D and the quantity grows almost every week as new products come in. We have been using C&D for quite a few years now and over the years some of the data within C&D has become corrupted. For example, we have found that over the years, the original and correct item weights stored within C&D can often get overwritten by mistake with completely wrong values. These wrong values then get carried forward continuously leading to a number of surcharges in the form of "Admin Charge for underdeclared or mis-declared " packages. These surcharges have… more

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8. Inaccurate Goods Codes

   I noticed that the customs feature in C&D brings up faulty Goods Codes with no option to select accurate codes from the drop down selection. For example, if I ship small bottles below 30ml it has a specific code (which I add in the customs settings). But C&D often automates the code, switching it to "baby bottle", and you can't actually change it to the accurate Goods Code because it can never find any other options for glass bottles except two.

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9. Add customs duty costs & Other costs into product import

   Currently you have to enter "customs duty costs" every time you process an international order... even though it is currently pointless. Can it either:
   1. Be made a non mandatory field
   2. Be possible to add a nominal number in via the product import (if we are doing this, can we also have Other costs to add in the 50p charge)

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10. Correct your errors

    My idea is that you sort out an error before another occurs. For example, It's been a few months since I reported an 'unexpected error' after paying for labels, so that I've had to use 're-generate labels' option to print them. You told me that it is a known error and your tech guys were working on it.

    Well, 3 or more months later and the error is still happening so: what's going on?

    Then, a week ago (on the day you've updated the prices) another problem: on most on my products postage is no longer auto-applied - I have to go to almost every order and apply it myself.
    I could write an email to you about that but knowing your response time, I'm not taking that route.

    Maybe someone will read this feedback and check how everything's going on C&D website?

    My idea is that you sort out an error before another occurs. For example, It's been a few months since I reported an 'unexpected error' after paying for labels, so that I've had to use 're-generate labels' option to print them. You told me that it is a known error and your tech guys were working on it.

    Well, 3 or more months later and the error is still happening so: what's going on?

    Then, a week ago (on the day you've updated the prices) another problem: on most on my products postage is no longer auto-applied - I have… more

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11. Bug - Notification uses sender email instead of recipient email

    When generating an order with Click & Drop API, email notification goes to sender email address, not recipient email address. Can clearly see in our request we are sending the correct information.

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12. make the shipping Cost option editable on the Address details Page

    When you manually enter an order on Click and Drop there is an option for the Shipping Cost Box.
    After an order is entered there is no option to enter a cost in this box.
    I propose The Shipping Cost should be available to edit on the Address details page.

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13. unexpected error message stopping me paying for postage

    Since Friday I have been unable to make payments for postage - Can you help me?

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14. Enable creation of self-addressed postage-paid envelopes (SASE) using Clickand Drop.
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15. USA letters

    I’m trying to create a label for a letter to send to the USA using code DP3 and I’m getting the following error:

    "Error applying postage. Errors for order 63448: Customs Duty Cost (DDP/DTP) is not supported by the selected service to this destination”

    Please can you advise a solution please?

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16. Parcelforce login doesn't work with existing account

    It says on Parcelforce that you can login with existing Royal Mail account details, but when I use the Click&Drop login details it can't recognise any account.

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17. Pass through References from Click and Drop to Invoice for Tracked 24/48

    When using Tracked 24/48, no reference is carried through from the Click and Drop orders to the generated OBA order or the Invoice. This makes tying up payments to the correct job very difficult for our Accounts Team, as usually we reference the Job Number in the Product Description field. With Tracked batches there is just a random order number generated which doesn't help anything. Using Departments is not the solution, as we have a unique job number / reference number for every order we do.

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18. Change C&D so that it pulls through the weight of the item when bulk printing

    When you tick lots of orders, so that you can bulk edit, it then asks the weight. but each order has a different weight. if bulk editing, it should blank out the order weight field and pull in the induvial orders weight so that I can select the same postage option for lots of different orders. otherwise I now have to create each shipping label separately and this is very time consuming.

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19. Feature Request: Click & Drop – Save/Auto-Fill EORI, Product Description, and Customs Info for Repetitive NI Orders

    Hi Click & Drop team,

    We’re a high-volume UK seller, and we ship dozens of parcels daily to Northern Ireland, including many repeat business customers. Since recent customs changes, especially under the Windsor Framework, we've noticed that:

    Every business parcel to Northern Ireland now requires us to manually enter the recipient’s XI EORI number.
    
    For each parcel, we must also manually re-enter the product name, declaration category, goods description, and value.
    

    The "default customs settings" in Click & Drop don't apply properly to Northern Ireland shipments anymore, even for identical products or repeat buyers. This has become incredibly time-consuming and error-prone.
    ✅ Feature Request:

    We’d like to request the following functionality in Click & Drop:

    Saved customs profiles per product – so we can auto-fill declaration info (e.g. description, HS code, country of origin, value).
    
    Ability to save or recall EORI numbers for repeat NI business customers, based on buyer name or address.
    
    Customs auto-fill for Northern Ireland orders — just like how international orders are handled.
    
    Tag or flag business customers who require EORI for quicker processing.
    

    We're spending a huge amount of time each day manually completing customs info for parcels under £50 — often the same product, same buyer. If Click & Drop could allow us to create reusable templates or apply these details automatically, it would dramatically reduce our workload and improve accuracy.

    Please let us know if this is something in the pipeline, or if there’s a workaround we’ve missed. Happy to provide more examples if needed.

    Thanks for your continued support.

    Hi Click & Drop team,

    We’re a high-volume UK seller, and we ship dozens of parcels daily to Northern Ireland, including many repeat business customers. Since recent customs changes, especially under the Windsor Framework, we've noticed that:

    Every business parcel to Northern Ireland now requires us to manually enter the recipient’s XI EORI number.
    
    For each parcel, we must also manually re-enter the product name, declaration category, goods description, and value.
    

    The "default customs settings" in Click & Drop don't apply properly to Northern Ireland shipments anymore, even for identical products or repeat buyers. This has become incredibly time-consuming and… more

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20. Fix issue requiring labels to be regenerated

    For a couple of months now labels haven't been generated after payment has been made. I have to return to the dashboard, seelect the transaction from the "Awaiting Dispatch" transactions, and the regenerate the label with custom positioning. Is this a known problem, or am I doing something wrong?

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