General
530 results found
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PROBLEM WITH CLICK AND DROP - DUPLICATING AND CLONING ORDERS TONIGHT AT 16.31HRS
We have over 220 orders that have been cloned by click and drop today at 16.31hrs. Every one of these orders originated from yesterdays orders and have the exact order number across all of our platforms including ebay, amazon and our own website. massive risk of our customers receiving double orders had we not spotted the issue. Please advise urgently
1 vote -
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.
1 vote -
Can we pre-select the option 'IOSS PDDP' when an IOSS number is present?
Could you not change the system to pre-select the option "Taxes have been prepaid via IOSS and I will pay any duties and taxes. (IOSS PDDP)" when an IOSS number is present, i.e. when an order is pulled from Amazon or eBay?
When a marketplace order is pulled into Click and Drop and the IOSS number of the marketplace (eBay, Amazon etc.) is also pulled through, would it not make more sense for Click and Drop to assume that you are going to want to have the VAT paid via the IOSS, leaving only the taxes to be paid to…
1 voteHi,
Thank you for your post. Whilst the delivery term will not default to an IOSS delivery term automatically based on you providing an IOSS reference (there are instances when an IOSS reference can be provided but the delivery term is not an IOSS term), it is possible to set a default delivery term to be used for international shipments
This can be set by signing in on Click and Drop and selecting Settings > Customs and in the "Miscellaneous" section and selecting a suitable value from the "Default selection for paying customs and handling fees" drop down.
More information can be found at How to configure customs and handling fees for international orders
We hope this helps with your issue, but should you require any further help please do not hesitate to call the Support Team on (0345) 2661 004.
Kind regards,
The Click & Drop Team
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Make IOSS drop down choice available through the C&D API
I try manifesting international orders through the Click & Drop API.
There is one step that I cannot do:
The Customs Details require selecting "IOSS DDU" or "DDU" (sometimes also "DDP"?)
The API only allows setting these fields: customsDutyCosts, IOSSNumber.
How can I select this information to manifest and ship the orders without the online API?1 voteHi,
In order to provide the Delivery Terms, such as "IOSS DDU" or "DDU", via the API then please use the `deliveryTerm` field.
Details of this can be found on the Redoc page under "Orders > Create Orders > Items" at https://api.parcel.royalmail.com/#tag/Orders/operation/CreateOrdersAsync
We hope that this information is useful, but if you do require further support please do not hesitate to contact us via the Support Page https://help.parcel.royalmail.com/hc/en-gb/articles/115003806094-Contact-Support
Kind Regards,
The Click & Drop Team
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Improve Click & Drop
Click and drop is becoming infuriating.
Despite sending the same size of package with the same postage I have to click through too may items, surely it should be possible to create a default item profile including the payment options.
The payment process keeps defaulting almost everytime - it partially lands then goes to an error page.
And often the postage labels don't download, I have to go back, search for the order and re-generate the labels.
This is adding so much time an annoyance to running my business.1 vote -
Improve Click & Drop
Click and drop is becoming infuriating.
Despite sending the same size of package with the same postage I have to click through too may items, surely it should be possible to create a default item profile including the payment options.
The payment process keeps defaulting almost everytime - it partially lands then goes to an error page.
And often the postage labels don't download, I have to go back, search for the order and re-generate the labels.
This is adding so much time an annoyance to running my business.1 vote -
Update the API specification for the customsDeclarationCategory update
We received a notice from you about the changes to the customs declaration category, see below.
When I go the the Products page as suggested, I can see there are two new categories: Commercial Sale of Goods (B2B) and E-commerce Goods (B2C).
When I look at the current specification, it is still version 1.0.0.
In the customsDeclarationCategory field, these are missing.
Now, I wonder how to set these fields and if they are required.API: https://api.parcel.royalmail.com/
API spec: https://api.parcel.royalmail.com/doc/v1/click-and-drop-api-v1.yamlCould you please update your API specification to reflect the changes?
If you cannot do that, please let me know what…1 vote -
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!
1 vote -
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…
1 vote -
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…
3 votes -
Invoice to be be itemized as per bought orders
At the moment the invoices only show overall cost of the shipping paid with 'Sales Order/Your Reference' which I have no clue what does it relate to. Can we not implement a system to have invoice give itemised per order charge paid to help with our internal accounts as it is impossible to know if I got charged something different due to size/weight for the services I have used. It would be super helpful to have something like this. Thanks
1 vote -
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…
3 votes -
ETSY BUG - C&D appears to be pulling in the Base Price and not the actual price per item
The current (13/07/2026) etsy integration is not pulling in the correct item price if there is a discounted price. It appears that the BASE price is pulled in per item line, not the actual price. Etsy support have said "its not our problem - take it up with C&D"
Please can you address this and pull in the actual price paid.
for international orders, it means the Customs Declaration is WRONG and appears that the package value is greater than the declared value.2 votesThank you for getting in touch about this issue.
This is now being investigated by the Integrations Team to ensure that the correct values are being entered onto any customs documentation.
In order to help us further please could you contact the Royal Mail Support Team via the support page and provide details of an order that has had this issue so that we can investigate this further?
Kind regards,
Click & Drop Team
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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…
3 votes -
Stop Showing LBT postage option for Parcels or items over 750g
The issue is that Click & Drop allows users to select Tracked 24 LBT or Tracked 48 LBT even when the user has already selected Parcel as the item format at the top of the process.
This is misleading. If a user selects “Parcel”, they naturally assume the postage services shown afterwards are valid parcel services. However, LBT is a letterboxable / Large Letter service, so it does not make sense for it to remain visible as an option once “Parcel” has already been selected.
The standard Tracked 24 / Tracked 48 options and the Tracked 24 LBT / Tracked…
2 votes -
Return 7 day sales graph
Please return the 7 day sales graph as it use to be. it was a KEY tool that many sellers used to monitor daily and weekly sales across multiple platforms.
The new 'Dashboard' is a disaster. The data is not even close to accurate and the 7 day "Sales" graph shows orders dispatched not sale made.
We were told in March that date accuracy would be fixed very soon and a new graph would be implemented but that was over 3 months ago.
"We are working on resolving the data issue and this should be fixed very soon.......... we will…
1 vote -
Be able to use Integrated label paper for CN23 Labels
At the moment you can use Integrated A4 label paper for everything except CN23 labels, but as we now have to use CN23 labels for everything, we can no longer use integrated label paper, and 4"x6" labels a massive mess for our warehouse, integrated label paper is far easier to use. Please fix this issue ASAP. The label would easily fit.
10 votesThank you for your feedback.
We are currently working on enabling this functionality for CN23 documents. This page will be updated once it is available.
Kind regards,
Click & Drop Team
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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 -
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 it1 vote -
Amazon rules.
Are Royal Mail , click and drop aware that click and drop 24 hours scanned is not good enough for Amazon. If the postman does not scan in the parcel then is it noted by Amazon and warnings are given to the seller. Accounts have been closed. There is not information on the click and drop help regarding this. Are we to leave click and drop and buy postage from Amazon. This is what Amazon want and Royal Mail seem to be sleeping on this one. Can you tell me what service i should use and what cost it is…
1 vote
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