The issue is that Click & Drop allows users to select Tracked 24 LBT or Tracked 48 LBT even when the user has already selected Parcel as the item format at the top of the process.

This is misleading. If a user selects “Parcel”, they naturally assume the postage services shown afterwards are valid parcel services. However, LBT is a letterboxable / Large Letter service, so it does not make sense for it to remain visible as an option once “Parcel” has already been selected.

The standard Tracked 24 / Tracked 48 options and the Tracked 24 LBT / Tracked 48 LBT options look very similar in the postage list. Unless a staff member already knows exactly what “LBT” means, it is very easy to accidentally select the wrong one. This is especially confusing for newer staff or for businesses that have recently moved onto tracked services.

The weight filtering also seems inconsistent. Click & Drop appears to hide the LBT options only once the entered weight reaches 1000g, regardless of whether “Parcel” or “Large Letter” has been selected. This makes no sense if LBT is intended for letterboxable / Large Letter items. If the system is capable of hiding LBT options based on weight, it should also hide them when “Parcel” has been selected, or at least use the correct Large Letter limits.

The current setup creates a predictable user error:

The user selects “Parcel”.
The user enters the correct weight.
The system still shows LBT tracked services.
The user accidentally selects an LBT service because it looks very similar to the normal tracked service.
Royal Mail then applies correction charges.

This is frustrating because the user has already provided the system with enough information to know the item is a parcel. The interface should not then offer a letterboxable service as if it is a valid option.

Suggested improvements:

Hide Tracked 24 LBT and Tracked 48 LBT whenever “Parcel” is selected.
Hide LBT services above the correct Large Letter limits.
Add a clear warning if someone selects LBT: “LBT is only for letterboxable / Large Letter items. Do not use for parcels.”
Consider renaming the options to “Tracked 24 Large Letter / Letterboxable” and “Tracked 48 Large Letter / Letterboxable” instead of relying on the abbreviation “LBT”.
Make the normal Tracked 24 / 48 parcel services visually clearer and separate from LBT services.

The current UI feels unintuitive and easy to misunderstand. The system should use the format and weight already entered to prevent unsuitable services being selected, rather than allowing the mistake and then applying correction charges afterwards.