Click & Drop allows the public to send anything back using our Tracking numbers for free at any time for any reason and we are not told.

I discovered this when I was billed for a Return to Sender label but I don't have Tracked return labels set up in my OBA account.

Trying to understand how I have been billed for a Return to Sender label, I went on the public Click & Drop website and discovered that it was possible to book a collection for a free return by entering one of our Tracked 24/48 or Special Delivery tracking numbers. The website accepted any tracking number I entered - even one from 10 months ago. There is no limit on the size of return either; an order sent in a 200g small packet can be returned in a 20kg medium parcel and we will be billed for it.

I recommend that other sellers try their tracking numbers on the public Click & Drop to see if they are affected - https://send.royalmail.com/ arrange a collection.

My suggestion is to urgently stop unauthorised returns,

Instead of customers having this unauthorised feature, give all sellers the ability to create Tracked Returns labels on their orders by default without having to reach 20 returns a week to be eligible for this setting in their account.

Best wishes
Paul