IOSS reporting for 'documents'
We sell books, which occasionally are quite heavy. If a book or set is over 2 kg, we cannot use the 'parcel' field on Click & Drop. We have been assured that we can, however, send them as 'documents' as long as no personal correspondence is included.
However, if I select 'documents' the IOSS box in the customs field disappears. I am aware that Click & Drop is not currently set up for IOSS reporting for items marked as 'documents,' but it is necessary for our particular business to be able to do so. Our customers have already paid the fees within their order from the various websites on which we sell; it isn't fair for them to have to pay further fees or higher postage to send via courier instead just because we are unable to report the IOSS number.
We have also encountered this issue and reported it a number of months ago. No change as yet. As a small number of individual books weigh in excess of 2 kilograms, this is a real problem, even without larger orders to deal with! We have been required to despatch a couple of orders via courier services instead of the Royal Mail, which would be our preference.
As far as I can see, the only reason that IOSS orders for documents/printed papers in excess of 2 kilos can't be sent via the Royal Mail is because the system hasn't been correctly configured.
When we spoke to somebody in the Click and Drop team last month, we were told that we could split IOSS orders into smaller packages (or combine multiple smaller orders into a single package), but I have just seen an Administrator post on this forum indicating that this isn't allowed!
We can therefore expect one or two irate customers to be contacting us in due course after being incorrectly charged VAT and clearance fees for packages which should have been sent via IOSS.
We shouldn't have to be 'sharing ideas' or voting to have the Click and Drop system correctly configured for printed papers/documents.
The issue is the same for the Delivery Duty Paid services available from the Royal Mail for certain countries. The DDP user guide dating from November 2021 states that printed papers/documents up to 5 kilos can be sent, yet Click and Drop doesn't support this facility 8 months later!
Cotswold Internet Books commented
We've had more instances of this occurring recently, causing issues with our customers' orders. Please enable the IOSS box when sending items as documents for book sales!