391 results found

1. BUG: Can't make payment, can't buy labels for past 3 days

   I reported this previously, but it's now the 3rd day and I still can't use C&D and purchase labels. It doesn't matter what browser I use, when I am ready to pay and click the "Pay with debit or credit card" button, it just turns pale as if its processing it, but doesn't proceed to complete the task.
   I have orders to process and can't use ther service at all. I've tried in Chrome, Firefox - none of it works.

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2. 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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3. A lot of label print error

   I get a lot of errors with "Sorry, an unexpected problem occurred." when trying to print labels.

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4. 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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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. Add Large Letters for USA

   Now we can only send orders to the USA as Small Parcels!
   This is costly, wastes excessive packaging for small items and not at all Eco Friendly. Not business friendly.
   It's unbelievable that it's an option for over the counter customers but not for OBA customers

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7. 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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8. 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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9. 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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10. Allow EDITS to orders

    I find it very frustrating that as soon as I click on the order, I can't edit anything in it. All I can do is select the kind of postage it needs. I now have one order which needs itemized content for customs forms and I can't edit it, I can't add to it. Why should we not be able to edit the orders?

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11. 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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12. 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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13. Increase the merge function limit to orders 90 days old.

    I can't see why the limit should be 31 days, why have a restriction? I create custom items which can take 8 weeks, so if a customer wants to wait and combine their postage with an 'off the shelf' item I can't facilitate that due to the merge 31 day limit.

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    Under Review  ·  AdminAdministrator (Administrator, Click and Drop) responded

    Thank you for your feedback.

    We have limited the merge order functionality to 31 days for system performance reasons, but we will review whether extending this limit is feasible.

    For the time being, in this scenario you will need to create a new order, or clone the existing order to proceed with a merge.

    Kind regards,

    Click & Drop Team

14. BUG: Cannot make payment

    After cancelling a payment that it seems did not cancel properly, I cannot make any payment at all for which I assume is related to the previous payment not cancelling properly and am just shown the following error for 3 days:
    
    An unexpected error occurred. Please wait a few moments and try again.

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15. Unexpeted error message appears when paying the postage on Clickanddrop since tuesday 7th Octobre 2025

    Unexpeted error message appears when paying the postage on clickanddrop for business since Tuesday 7th October. Somehow managed to "pay and generate labels" for a few items 1 by 1. And now can't pay for anything. The integration with eBay working fine, apply postage OK, but when it's time to pay the error message appear asking to try in a few moment.

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16. 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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17. Enable creation of self-addressed postage-paid envelopes (SASE) using Clickand Drop.
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18. 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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19. 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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20. Address edits do not appear on labels

    Bug report:
    When there are errors in an address in Shopify, or perhaps buyers have filled in the whole address on one row, and you edit them to correct them - the faulty address still appears on the printed labels.

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