465 results found

1. When the order is cancelled take it out of 'orders ready to despatch' as it's confusing and easy to mark depatched when it's not.

   When the order is cancelled take it out of 'orders ready to despatch' as it's confusing and easy to mark depatched when it's not. As customers cancel their orders before sending them, but the label is already bought.

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2. 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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3. 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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4. 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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5. Filter orders by whether they have been booked for collection or not

   After purchasing labels, I need to book orders for collection. First 10 items work fine as I can bulk buy them but for the next 15, I usually have to buy them one by one, due to slot situation. it's hard to look for the ones i didnt book collection for, when they are all in same column 'ready for dispatch'. I think it would be really helpful to filter those by whether they've been booked for collection or not.

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6. Recent DDP changes have broken label retrieval for non DDP international orders

   Hi,

   For context, my workflow is the following: eBay and Etsy orders are retrieved via the respective integrations. Shipping services are then purchased via the website (https://business.parcel.royalmail.com/), but labels are then retrieved via the API integration, by calling "https://api.parcel.royalmail.com/api/v1/orders/<order number>/label?documentType=postageLabel&includeReturnsLabel=false&includeCN=true" with the relevant Authorization header.

   Since end of last month/early September, this endpoint has been returning 400 bad request errors when calling the API, citing missing fields. However a) this issue only occurs via the API, not when generating the labels via the website and b) the fields it claims are missing aren't things that are provided by the API call.

   Example response from that endpoint:

   [[{"accountOrderNumber":9043,"channelOrderReference":"3793323589","code":"9","message":"Required information are missing for Delivery Duty Paid services (Trading names: 'VAT number' is empty)"},{"accountOrderNumber":9043,"channelOrderReference":"3793323589","code":"11","message":"Required information are missing for Delivery Duty Paid services (Order: 'Phone number' is empty)"}]]

   Regarding those errors, and why they are incorrect:
   1) This only occurs when retrieving the labels via the API, the labels are generated correctly when doing so via the website.
   2) "Required information are missing for Delivery Duty Paid services (Trading names: 'VAT number' is empty" This error is incorrect, as having not VAT number is completely valid behaviour and is in fact what the Click and Drop UI requests. We are a non VAT registered business, and as such do not have a VAT number. It is not a requirement when making shipments via the International Tracked and Signed service, and I believe is just overzealous request validation. I can work around this by inputting 'na' as in N/A (text input doesn't allow '/' character) to avoid this error, but that would be incorrect given how the VAT number field is supposed to be populated.
   3) "Required information are missing for Delivery Duty Paid services (Order: 'Phone number' is empty)" the phone number of the seller (sender, ourselves) has been provided. If this is instead referring to the recipient phone number, which can be input via the address form, then the error is incorrect as the phone number is not a required field for this service

   Hi,

   For context, my workflow is the following: eBay and Etsy orders are retrieved via the respective integrations. Shipping services are then purchased via the website (https://business.parcel.royalmail.com/), but labels are then retrieved via the API integration, by calling "https://api.parcel.royalmail.com/api/v1/orders/<order number>/label?documentType=postageLabel&includeReturnsLabel=false&includeCN=true" with the relevant Authorization header.

   Since end of last month/early September, this endpoint has been returning 400 bad request errors when calling the API, citing missing fields. However a) this issue only occurs via the API, not when generating the labels via the website and b) the fields it claims are missing aren't things that are… more

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7. How to send letters to the USA?

   How do I send letters to the USA using Click and Drop please? The option do to this was removed on Tuesday.

   In his email dated 28th August your colleague Micheal Irwin (Director of Export) says this "If you only send personal correspondence to the USA, you are not affected by these changes“ So this is the reason for my query on letters.

   I’ve had product codes added to my account for parcels but I need to send letters to the USA. I’ve been using product code DP3 previously for sending letters to the USA.

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8. Twice attempted to arrange for parcel collection from another address.

   First date for arranged collection Royal Mail e-mailed me to say no one at home when postman called yet the sender said he was in all day. I'd paid for the parcel label to be taken to the collection address. 2nd date arranged three days later. Paid a small fee for the next collection and on this date NO label taken to the collection address despite having paid for one so no collection made again. Total incompetence by Royal Mail. I've cancelled my order on the item I was trying to buy. The booking system is un necessarily long winded and actually cannot can not cater correctly for someone arranging for a parcel collection from someone elses address I''ve wasted my money by paying for a service that has not been given.

   First date for arranged collection Royal Mail e-mailed me to say no one at home when postman called yet the sender said he was in all day. I'd paid for the parcel label to be taken to the collection address. 2nd date arranged three days later. Paid a small fee for the next collection and on this date NO label taken to the collection address despite having paid for one so no collection made again. Total incompetence by Royal Mail. I've cancelled my order on the item I was trying to buy. The booking system is un necessarily long winded… more

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9. Report/enquire/request help with Tracking Number

   Being able to Report a missing parcel or enquire/request further help with the Tracking Number in question from user Click&Drop account would be great. There is no easy way to contact Royal Mail if a parcel is undelivered. For example a Tracked 24 Track Your Item page says it has been delivered, but no PROOF image has been uploaded. The current system is a never-ending loop of contact pages.

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10. 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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11. Reinstate deleted orders - if deleted by accident

    Reinstate deleted orders - if deleted by accident

    Quite often we will get customers that order from us, then cancel the order the same day or we accidently delete the orders but they are not reappearing as they should.

    There should be a way to click on a deleted order to reinstate it if needed.

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12. Make Dark Mode Available

    As someone who spends long hours working with admin panels on Click & Drop, I’d love to see a native Dark Mode option implemented across all dashboards.

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13. Bug "In Transit" twice for BPL orders rather than "Delivered" + 1 hour time difference

    When tracking BPL 2nd Class Orders
    By clicking on a click and drop order and following the order progress.

    There is a duplicate "In Transit" bug

    "In Transit" is listed twice for BPL orders rather than the 2nd "In Transit" message being > "Delivered"
    Also the + timestamp is 1 hour before delivery scan

    So what is Delivered @ 11:43 - as shown on Royal Mail main tracking website
    Is showing as In Transit @ 10:43 - shown inside click and drop order/manifested

    Please confirm you can replicate, and this will be fixed?

    3 votes

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14. The manifest system requires a drastic overhaul to better serve its users and improve functionality.

    The manifest used by Royal Mail needs significant improvements to enhance accountability and user-friendliness. It should provide more than just a summary; it needs to serve as a definitive proof of posting with a detailed list of the contents sent. This information should be accessible on the platform, allowing users to generate a proof of posting for any customer as needed.

    Currently, the manifest utilizes a range of codes within certain parameters for tracked items, which is inadequate. It should include a comprehensive breakdown of all items, tracked and untracked. A critical flaw in the current system is that if Royal Mail does not remove a tracked item from the bag and scan it, the system indicates that the item is still awaiting dispatch, even though it has been sent. This discrepancy prevents users from making claims for these items.

    As service providers who print labels and prepare goods for shipment, there is an expectation for Royal Mail to support its customers better. This can be achieved by ensuring that the manifest accurately reflects that the goods have been posted, thereby allowing customers to substantiate their claims reliably.

    The manifest used by Royal Mail needs significant improvements to enhance accountability and user-friendliness. It should provide more than just a summary; it needs to serve as a definitive proof of posting with a detailed list of the contents sent. This information should be accessible on the platform, allowing users to generate a proof of posting for any customer as needed.

    Currently, the manifest utilizes a range of codes within certain parameters for tracked items, which is inadequate. It should include a comprehensive breakdown of all items, tracked and untracked. A critical flaw in the current system is that if… more

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15. Amend value options for "no commercial value"

    If the user clicks on "no commercial value", an automatic value of £0.00 is assigned on the printed form. This guarantees that Irish Customs in the AnPost Office will reject the item and return to sender. I know this; I have spoken to them about it. They say a nominal value of £5.00 should be assigned. It is a disaster for my business, as training materials necessary for Irish trainees to use on an agreed date have not arrived, so that the arranged training date has had to be abandoned.

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16. Add Temu integration

    Add Temu Integration to Click & Drop

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17. Generate CN23's for any order value

    Given the UPU changed the rules to make it so it is the choice of the Sender to use either a CN22 or a CN23 for orders under the CN23 threshold, allow us to choose, or have a blanket setting, to generate CN23's for low value orders. The UPU recognise that some orders, going to the EU for example, require CN23's to be used for low order values if the item requires a more complex customs declaration. Items with import controls require information entering in the Comments box of the CN23 (which is not available on a CN22), or they will be returned to sender with failed customs clearance.

    So please, update Click and Drop so we can generate customs declarations on CN23's for orders of ANY value, as the UPU and EU customs say we should be able to.

    My business is losing money because of this on items returned from the EU with failed customs declarations due to me not using a CN23 when the EU tell me I must use one.

    Given the UPU changed the rules to make it so it is the choice of the Sender to use either a CN22 or a CN23 for orders under the CN23 threshold, allow us to choose, or have a blanket setting, to generate CN23's for low value orders. The UPU recognise that some orders, going to the EU for example, require CN23's to be used for low order values if the item requires a more complex customs declaration. Items with import controls require information entering in the Comments box of the CN23 (which is not available on a CN22), or they… more

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

    Thank you for your suggestion. We will consider adding an option to generate CN23s for lower value orders in future development.

18. Import Shopify Order Tags

    Import Shopify Order tags and allow for updates coming through. Tags are used on orders in Shopify to manage deliveries including planned shipping dates.

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19. Click & Drop API to also include product SKUs

    The Click & Drop API could be significantly enhanced by including product SKUs in the order data. SKUs are essential for accurately tracking and managing inventory, as they uniquely identify each product, reducing errors and improving order reconciliation. Including SKUs would streamline inventory updates, enhance reporting and analytics, and enable seamless communication with third-party systems like ERP or CRM platforms. This addition would provide businesses with deeper insights into sales trends and product performance while ensuring faster issue resolution and more efficient operations. Adding SKUs would elevate the API’s functionality, making it an even more powerful tool for order management.

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20. Develop a Packaging Add on Weight Rule so that the system could auto apply postage to orders with more than 1 product in, saving hours!!!

    Not being able to auto apply postage to orders with more than 1 product is a huge pain point of the process with Click and Drop and adds hours onto our day when processing hundreds of orders. The only problem i can see is that we have had to add packaging and inserts weight on top of the product weights into Shopify product listings so that when the weights pull through to click and drop and follow a rule through to automatic posting for single product orders they are absolutely correct and we therefore do not get surcharges for incorrect declared weights. If the rules applied the postage to multiple product orders it would then add packaging and insert weight multiple times meaning that our final parcel would be overdeclared weight wise and we would be surcharged. However it would be extremely helpful to be able to have actual weight of just the product in our website product listings and then a rules section in Click and drop to be able to calculate the correct add on packaging/inserts weight eg if product is X x 2 then postage weight add on =Y, if product X and product Y then postage weight add on = Z etc .

    Not being able to auto apply postage to orders with more than 1 product is a huge pain point of the process with Click and Drop and adds hours onto our day when processing hundreds of orders. The only problem i can see is that we have had to add packaging and inserts weight on top of the product weights into Shopify product listings so that when the weights pull through to click and drop and follow a rule through to automatic posting for single product orders they are absolutely correct and we therefore do not get surcharges for incorrect… more

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