We have exactly the same problem on our OBA account.

Our Tracked 24/48 mail is manifested, put into Royal Mail sacks and physically collected from our premises every working day, yet customers can still see “We’re expecting it” until the first individual parcel scan — sometimes not until the destination Delivery Office several days later.

This is particularly poor for a service sold as tracking from despatch/posting through to delivery, because once Royal Mail has physically collected the manifested mail, “We’re expecting it” gives the customer the impression that the retailer has not actually handed it over.

There seems to be a very simple solution:

Have the collection driver scan the A4 manifest when the mail is collected.

Every Tracked 24/48 item linked to that manifest could then receive a status such as:

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

This would not need to mean that every individual parcel had been scanned or accepted for compensation purposes. Royal Mail could retain the first individual barcode scan for that if required. The manifest scan would simply confirm the factual position that Royal Mail has taken custody of the manifested consignment.

One scan by the driver could therefore update every item on that collection without adding the workload of individually scanning hundreds of parcels.

It would remove a large number of unnecessary “have you actually sent my order?” enquiries and give customers a much more accurate tracking journey.

Monday 8th Sept 2025 30 Tracked 48 Parcels and LBT Large Letters collected with manifest

Friday 12th Sept 2025 11 out of 12 LBT large letters showing as "We're Expecting It"

Customer messages:
11th Sept "Items seems to be behind schedule according to RM and they still haven't received the item just says waiting to receive item"

12th Sept " I was just wondering what is happening with my order? When i try the tracking number it just says We're expecting it?"

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Raised investigation with Royal Mail on 12th Sept

Update Saturday 13th Sept:
10 out of 11 packets marked "We've got it" at the North West Super Hub early this morning

Yes, please! We get penalised when the item gets stuck in Mail Centre by eBay

Bump. still really needs to be incorporated, utterly daft to not have this as a tracking event when items are collected.

definitely needed

Handed over 47 tracked 48 packets to Royal Mail with manifest at 4.45pm on Tuesday 2/4

It's Thursday am and most are still showing
"We're expecting it The sender has advised they have despatched your item to Royal Mail."

Customer concerns:

4/2 Hi, -"can you tell me if this has dispatched please? I noticed it has a tracking number but hasn’t moved. Thanks"

4/2 "Hi just wondering if you have any idea when it might arrive, tracking hasn't updated for me yet. Thanks!"