558 results found

1. Add a field in the Address Book for SafePlace.

   Many of our customers have a permanent SafePlace for deliveries but there is presently no option to add this in the address book, so that it has to be entered each time an individual order is sent.

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

   Thank you for your suggestion.

   We are currently reviewing this, alongside some other potential Address book improvements. We will update this page with any relevant developments.

   Kind regards,

   Click & Drop Team

2. 2FA remember multipe devices

   Our team uses multiple devices to access multiple accounts. Due to the implementation of the 2FA, we have to verify every time a different person logs into the account. Please allow the system to remember more than one device for 30 days.

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3. Show number of available Parcel Locker compartments by size in the app and website

   It would be very useful if Royal Mail showed the number of available Parcel Locker compartments by size in the app and locker finder.

   For example:

   Small: 3 available
   Medium: 2 available
   Large: 0 available

   This would let customers check whether a suitable compartment is available before travelling to the locker, avoiding unnecessary journeys when a locker is full or doesn't have the required size.

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4. collection date wrong on manifest - Fix it

   When generating a manifest early in the day (at 00:30 in this case), date on Manifest is date gone, not current date! Issue with BST?

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5. CN23 on A4 6x4 for PERSONAL ACCOUNTS

   I send more than 800 international orders a year, and the recent change to CN23 customs forms has caused a serious problem with how I fulfil them.

   How it worked before:
   I print on a standard A4 printer, not a label printer. I could print four postage labels to a page, the matching CN22 customs labels four to a page, and the despatch notes separately. Because everything lined up, each order was quick to pick, pack and label.

   What has changed:
   The new CN23 process makes this impossible. The only option is the integrated format, which uses far too much paper and creates a lot of waste. There are no lables to purchase that fit this format.

   What I'm asking for:
   Please add an option to print CN23 forms to an A4 page in 6x4 format with 4 to a page. You already offer this for postage labels, so the same layout for CN23s would let me go back to an efficient process.

   This must be impacting lots of users with a personal account and has already been changed for business accounts

   This matters to me because it affects every international order I send. Could you let me know whether this is being considered, and roughly when it might be available?

   I send more than 800 international orders a year, and the recent change to CN23 customs forms has caused a serious problem with how I fulfil them.

   How it worked before:
   I print on a standard A4 printer, not a label printer. I could print four postage labels to a page, the matching CN22 customs labels four to a page, and the despatch notes separately. Because everything lined up, each order was quick to pick, pack and label.

   What has changed:
   The new CN23 process makes this impossible. The only option is the integrated format, which uses far too much… more

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6. Allow Tracked 24/48 Large Letter products up to 1kg in Click & Drop

   Royal Mail Tracked 24/48 Large Letter / LBT supports items up to 1kg, but Click & Drop still limits the Large Letter package size to 750g at the product level.

   For example, if a product weighs 850g and fits within the Large Letter dimensions, Click & Drop will not allow it to be saved as Large Letter. It forces the product to be saved as Parcel.

   The order screen already recognises that Tracked 24/48 LBT is valid up to 1kg, because LBT remains available when Parcel is selected up to 1,000g and disappears above 1,000g.

   The problem is that the product catalogue and shipping-rule logic still use the old 750g Large Letter limit.

   This prevents proper automation. An 850g product that genuinely fits Large Letter dimensions has to be saved as Parcel, so shipping rules cannot reliably distinguish it from a genuine 850g parcel that is too large for LBT.

   With hundreds of orders, manually spotting and correcting these orders is not practical.

   Reducing the saved product weight to 750g is also not a suitable workaround, because the manifest then contains incorrect weight data, which can contribute to weight discrepancies and correction charges.

   Suggested fix:

   Please allow products weighing up to 1,000g to be saved as Large Letter, then apply the correct limit at service level:

   1st / 2nd Class Large Letter: maximum 750g
   Tracked 24 / 48 LBT: maximum 1,000g
   Above 1,000g: LBT unavailable

   Click & Drop already applies the 1kg LBT limit correctly at the service-selection level. The remaining issue is the 750g restriction at the product/package-size level.

   Fixing this would allow product data and shipping rules to work correctly without manual intervention.

   Royal Mail Tracked 24/48 Large Letter / LBT supports items up to 1kg, but Click & Drop still limits the Large Letter package size to 750g at the product level.

   For example, if a product weighs 850g and fits within the Large Letter dimensions, Click & Drop will not allow it to be saved as Large Letter. It forces the product to be saved as Parcel.

   The order screen already recognises that Tracked 24/48 LBT is valid up to 1kg, because LBT remains available when Parcel is selected up to 1,000g and disappears above 1,000g.

   The problem is that the… more

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7. OBA Tracked 24/48 - scan the manifest at collection to confirm Royal Mail custody

   OBA customers with regular Royal Mail collections have a significant gap in the Tracked 24/48 tracking journey.

   We manifest our parcels, place them into the correct Royal Mail sacks and hand them directly to the Royal Mail collection driver. However, until an individual parcel receives its first network scan, customers can continue to see “We’re expecting it”.

   In some cases, that first visible scan is not until the destination Delivery Office several days later. To the customer, this looks as though the retailer has created a tracking number but has not actually despatched the order.

   Royal Mail already has all of the information needed to solve this without requiring drivers to scan every parcel.

   The collection driver could simply scan the A4 manifest at the time of collection.

   All Tracked 24/48 tracking numbers attached to that manifest could then be updated to:

   “Royal Mail has collected the consignment containing your item - individual item scan pending.”

   Importantly, this does not need to count as an individual parcel acceptance scan. If Royal Mail needs the first individual barcode scan for compensation, operational or billing purposes, that process could remain unchanged.

   The manifest event would simply confirm that Royal Mail has physically taken custody of the manifested mail.

   This gives Royal Mail:

   • one scan per business collection rather than hundreds of individual scans.
   • no need to change the existing individual parcel scanning process.
   • a more accurate customer-facing tracking message.
   • fewer unnecessary enquiries to both retailers and Royal Mail.
   • a genuine collection event within what is sold as a 'Tracked service from despatch/posting through to delivery'.

   At present there is a large difference between “Royal Mail has not received this parcel” and “Royal Mail has collected the manifested consignment but has not individually scanned this parcel yet.”

   The tracking should reflect that difference.

   This would be a simple but worthwhile improvement for all three parties: the sender, Royal Mail and the recipient.

   OBA customers with regular Royal Mail collections have a significant gap in the Tracked 24/48 tracking journey.

   We manifest our parcels, place them into the correct Royal Mail sacks and hand them directly to the Royal Mail collection driver. However, until an individual parcel receives its first network scan, customers can continue to see “We’re expecting it”.

   In some cases, that first visible scan is not until the destination Delivery Office several days later. To the customer, this looks as though the retailer has created a tracking number but has not actually despatched the order.

   Royal Mail already has all… more

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8. clear error messages when errors are fixed

   When attempting to click on “Create and apply postage” with an error above such as an invalid email address, the buttons at the foot of the screen stay red with exclamation marks AFTER the error has been corrected. Could they change back to blue when all boxes are correctly filled?

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9. allow users to press Enter to select a country

   Please allow users to press Enter to select the first country in the pop-up drop-down list which appears when searching for a country; that way they wouldn’t have to switch between keyboard and mouse in the middle of entering a large amount of text.

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10. Wait until phone number is entered before flagging it as non-UK

    1) When typing a UK phone number, the "The phone number is not in UK format." dialogue box pops up above the phone number box while the number is being typed; when the number is completed the dialogue box disappears. This makes the screen formatting jump around and often makes the phone number box disappear off the bottom of the screen. A live look-up to check whether the phone number is in UK format as it’s being typed is not needed; just a check on entering the number would be sufficient.

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11. Account number and posting location number have vanished from MY ACCOUNT section

    What has happened to the 'My Account' section? It is no longer displaying account number and posting location number. This was used frequently as I have to include this information when contacting Royal Mail about the frequently lost and delayed parcels we have.

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12. Shopify: add support for the order item return & exchange function

    Please update the Shopify connector to support Shopify's order return/exchange function. Currently, when this really good Shopify function is used, Click and Drop does not see the exchange item, meaning Shopify sellers have to create the exchange manually.

    How to action it:

    You need to update the Shopify connector to detect newly created or updated FulfillmentOrder records on previously imported Shopify orders. Create a new Click & Drop shipment keyed by Shopify order ID plus fulfillment-order ID, importing only remaining fulfillable quantities. Exchange fulfillment orders must be eligible based on their own creation/update date and release status, rather than the original order’s age, original payment event, or whether its order ID has already been imported.

    Please update the Shopify connector to support Shopify's order return/exchange function. Currently, when this really good Shopify function is used, Click and Drop does not see the exchange item, meaning Shopify sellers have to create the exchange manually.

    How to action it:

    You need to update the Shopify connector to detect newly created or updated FulfillmentOrder records on previously imported Shopify orders. Create a new Click & Drop shipment keyed by Shopify order ID plus fulfillment-order ID, importing only remaining fulfillable quantities. Exchange fulfillment orders must be eligible based on their own creation/update date and release status, rather than the… more

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13. Listing description all of a sudden overwriting Goods Description

    My Listing descriptions on Shopify are all of a sudden overwriting the Goods Description I set out in Royal Mail settings.

    My listing description is nearly 3000 characters long, so summing it up with the first 45 charters, produces a completely irrelevant goods description.

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14. Bring back the old version of the Edit Package Content feature.

    Please bring back the old version of the Edit Package Content feature. The new version is very inconvenient and unnecessarily complicated to use. It feels unintuitive, makes the workflow more difficult, and adds extra steps without providing any clear benefit. The old version was much more straightforward, efficient, and user-friendly.

    At the very least, users should be given the option to choose which version they want to use. If some people prefer the new version, that’s fine, but those who find it inconvenient should still be able to use the old one.

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15. Stop charging the £1 handling fee for none PDDP EU countries.

    The following countries do not allow pre-payment of the 3 Euro customs duty. Croatia, Czech Republic, Greece, Hungary, Lithuania, Luxembourg, Poland, Romania, and Slovenia.

    So why are you still charging the £1 handling fee?

    Is the logic too difficult for your IT dev team or is it the managers that are just too stupid to see the problem and instruct the team to fix it?

    Do better.

    Here's a thought as well. I had to use AI to find this list of countries so I didn't get any more surprises when trying to create a label. Royal Mail did not provide one, not even in the Click & Drop updates.

    You people are useless. These inept and stupid mistakes you constantly make literally cost millions of pounds in unnecessary charges, payments, and dev time.

    Do better.

    The following countries do not allow pre-payment of the 3 Euro customs duty. Croatia, Czech Republic, Greece, Hungary, Lithuania, Luxembourg, Poland, Romania, and Slovenia.

    So why are you still charging the £1 handling fee?

    Is the logic too difficult for your IT dev team or is it the managers that are just too stupid to see the problem and instruct the team to fix it?

    Do better.

    Here's a thought as well. I had to use AI to find this list of countries so I didn't get any more surprises when trying to create a label. Royal Mail did not… more

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16. Orders API rejects IOSS_DDP label generation that the portal "Apply postage" screen accepts for the same order

    Using the api the data makes it to Click and drop but will not print the label saying "Invalid data for shipping under IOSS"
    If I select the order and generate a label in the portal then all is good, but thats not how the behavious is for all other shipments using the API. UK items work fine in this way and MPR but get charged tax again when a marketplace order.

    The Orders API (api.parcel.royalmail.com/api/v1) doesn't currently support generating a label for an IOSS_DDP shipment via the API, even though the exact same order data works fine when postage is applied manually in the Click & Drop portal.

    We ship Amazon orders where VAT is already collected via Amazon's IOSS number, and need Delivered Duty Paid so the flat EU duty is billed to our OBA account rather than the customer (Amazon's terms require this - recipient-pays isn't an option for marketplace orders).

    What we're sending via the API: serviceCode BZX, deliveryTerm IOSSDDP, a correctly attached IOSSNumber, and the flat EU customsDutyCosts. The order creates successfully every time, but label generation then fails with:
    "labelErrors": [{"message": "Invalid data for shipping under IOSS", "code": "IOSSREQUIREMENTS"}]

    We also tried serviceCode MPR (rejected outright - "IOSS is not supported using the selected service to this destination") and BYH (rejected - "Service code 'BYH' is not valid for this account"). Deferring the label to a separate call after order creation fails differently: "Label generation only available for orders with postage applied status" - via the API alone, the order never progresses out of draft status at all.

    The telling part: opening that exact same order in the Click & Drop portal and manually clicking "Apply postage" with the same service and IOSS_DDP delivery term works immediately and prints a real tracked label. So the underlying data is valid - your own manual flow accepts it - but the API path doesn't.

    We'd like to be able to automate PDDP/IOSSDDP shipments to EU destinations via the API the same way we already can for domestic and USA orders, without needing someone to manually click through the portal for every EU parcel. Could Royal Mail either fix the API to accept the same data the manual flow accepts, or document which serviceCode/deliveryTerm combinations are actually supported for IOSSDDP via the API per destination country?

    Using the api the data makes it to Click and drop but will not print the label saying "Invalid data for shipping under IOSS"
    If I select the order and generate a label in the portal then all is good, but thats not how the behavious is for all other shipments using the API. UK items work fine in this way and MPR but get charged tax again when a marketplace order.

    The Orders API (api.parcel.royalmail.com/api/v1) doesn't currently support generating a label for an IOSS_DDP shipment via the API, even though the exact same order data works fine when postage… more

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17. Provide a webpage that details the "live" rates used by Click and Drop to calculate customs charges and tariffs

    The customs fees calculated by Click & Drop do not align with Royal Mail's published information and can vary depending on HS code and other opaque factors.

    This particularly a problem for the US but is also a issue with the EU post the July 2026 changes. As business we need to know before the order is placed how Click & Drop will calculate customs fees.

    All this needs is a webpage that lists the current rate(s) and calculation details ,i.e. does the same HS Code twice get charged twice or once for the EU, what additional fees are added for each EU state, what is the US tariff rate for good from China this morning.

    The webpage can be update as part of the DevOps pipeline for the Click & Drop service / app so it always reflects what the code does even if the documentation lags.

    Bonus points if customers can subscribe for notifications of any changes.

    The customs fees calculated by Click & Drop do not align with Royal Mail's published information and can vary depending on HS code and other opaque factors.

    This particularly a problem for the US but is also a issue with the EU post the July 2026 changes. As business we need to know before the order is placed how Click & Drop will calculate customs fees.

    All this needs is a webpage that lists the current rate(s) and calculation details ,i.e. does the same HS Code twice get charged twice or once for the EU, what additional fees are added… more

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18. Add an option to handle multiple items with same HS code

    The current Package contents form doesn't easily allow for multiple different items with the same HS Code, even though it correctly warns the user that the same HS Code has been used. The issue is that although the HS code may be the same for several items the price and weight may not be.

    For example lets say I have two widgets that have the same HS code ( they are the same type of thing ) but Widget 1 costs £2 and weighs 200g and Widget 2 costs £0.02 and weighs 1g, my customer has purchased 20 one and 13 of the other.

    To enter the correct weight and price I need to use two lines with the same HS code to correctly record the customs data. However the warning message and I assume customs fee calculation treats two lines as separate entries.

    Logically the interface doesn't need to change if the calculation counts unique HS codes rather than line items - so for the EU my example would be €3 not €6.

    However having the option to add an item with a Total Price and Total Weight for "things" with the same HS Code and origin is also helpful in instances where combining items would help keep the number of items under the limit of the space on a label.

    The current Package contents form doesn't easily allow for multiple different items with the same HS Code, even though it correctly warns the user that the same HS Code has been used. The issue is that although the HS code may be the same for several items the price and weight may not be.

    For example lets say I have two widgets that have the same HS code ( they are the same type of thing ) but Widget 1 costs £2 and weighs 200g and Widget 2 costs £0.02 and weighs 1g, my customer has purchased 20 one and… more

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19. Provide option/toggle to stop C&D from importing Prime orders from Amazon + a way to identify/filter Prime orders within the order grid etc

    Dear Click & Drop Technical Support Team,

    I am contacting you regarding an issue with the Amazon integration in Royal Mail Click & Drop that began affecting our account around 2nd September, creating significant operational disruption and risk of duplicate postage charges.

    Background:
    We dispatch both Fulfilled by Merchant (FBM) and Seller Fulfilled Prime (SFP) Amazon orders from our warehouse. Our SFP orders include both Next Day and Standard Delivery speeds. Because all Seller Fulfilled Prime postage labels MUST be purchased and printed directly via the Amazon Shipping / Buy Shipping portal, we cannot print labels for Prime orders through Click & Drop.

    Previously, we used a Click & Drop shipping rule to automatically detect incoming SFP orders and mark them as "Despatch by other courier". This ensured that SFP orders were safely closed out in Click & Drop without generating duplicate Royal Mail labels or billing us twice.

    The Issue:
    Around 2nd September, Amazon updated/standardised the shipping speed categories passed via the Amazon Selling Partner API (SP-API) to C&D etc. As a result, the "Store postage method" for Standard Delivery SFP orders now imports into Click & Drop simply as "Standard".

    Because standard FBM orders also import with "Store postage method" set to "Standard", Click & Drop treats both order types identically. There is currently no visible indicator, order badge, or rule condition in Click & Drop to differentiate a Standard Delivery Prime order from a regular Standard Delivery FBM order. If we set a rule matching "Standard", it flags all regular FBM orders too; if we do not, Standard SFP orders remain in the active queue, requiring time consuming manual cross-checking to prevent duplicate postage generation.

    Proposed Solutions:
    We kindly request that your product and integration engineering team implement both of the following enhancements:

    1. Amazon Integration Import Toggle for Prime orders:
       Add an import configuration toggle in Settings > Integrations > Amazon to allow sellers to enable or disable "Import Prime orders". Sellers who must always fulfil SFP exclusively via Amazon Buy Shipping could then prevent Prime orders from importing into Click & Drop altogether.

    2. Ingest and Expose the 'IsPrime' API Flag:
       Amazon's order payload in the Selling Partner API includes an explicit IsPrime boolean (true/false). We ask that Click & Drop:

       • Ingest this attribute and surface a visual "Prime" badge or tag in the Click & Drop Orders grid.
       • Expose "Is Prime = True / False" (or an automated "Prime" order tag) within the Conditions dropdown in Shipping Rules. This would allow sellers to accurately automate actions—such as marking Prime orders as despatched by another courier—regardless of what text string is passed in the postage method field.

    Given the very large volume of UK merchants operating hybrid FBM and SFP models, addressing this data mapping limitation would resolve a major pain point and prevent inadvertent double-labelling across the merchant community.

    We would appreciate this being logged with your technical and development teams, and look forward to your guidance on any recommended interim solutions.

    Kindest regards

    Dear Click & Drop Technical Support Team,

    I am contacting you regarding an issue with the Amazon integration in Royal Mail Click & Drop that began affecting our account around 2nd September, creating significant operational disruption and risk of duplicate postage charges.

    Background:
    We dispatch both Fulfilled by Merchant (FBM) and Seller Fulfilled Prime (SFP) Amazon orders from our warehouse. Our SFP orders include both Next Day and Standard Delivery speeds. Because all Seller Fulfilled Prime postage labels MUST be purchased and printed directly via the Amazon Shipping / Buy Shipping portal, we cannot print labels for Prime orders through… more

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20. Allow postage to auto apply on Shopify orders with more than one line item. PLEASE.

    Allow postage to auto apply on Shopify orders with more than one line item. PLEASE.

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