568 results found

1. Allow booking of collections (not 'returns') via Click and Drop

   As a business we have a requirement to ship WFH equipment to our staff across the UK, and also to collect equipment back from leavers/retrieve faulty items. Click and Drop allows us to ship from our offices but we can only book collections via pay-as-you-go on Royal Mail, which is not suitable for us. We need to be able to book collections which attach to a monthly invoice as we could with Parcelforce.

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2. Stop Showing LBT postage option for Parcels or items over 750g

   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.

   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… more

   3 votes

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3. Do not hold Tracked 48 parcels for 24 hours before scanning

   As well as Royal Mail and Parcelforce parcels not being scanned at point of collection like other carriers manage to do, we also have the problem that all our Tracked 48 parcels are not scanned when they are received at our local hub. We are reliably informed that their standard practice is that because they are Tracked 48, they are left for 24 hours before being processed and scanned for the very first time. This means that our customers still get the "We're expecting it" message for at least 24 hours since it has been in the possession of Royal Mail. This is unacceptable and customers have difficulty in believing us when we say that their parcel has been despatched. This reflects badly on ourselves and damages our credibility and customer confidence in our service levels. It also results in negative feedback and lost customers especially at critical times such as the run up to Christmas.

   Even if they cannot be scanned at the point of collection, all Tracked parcels should be scanned within a few hours of being collected from our business premises irrespective of whether they are a 48 or 24 hour service.

   It is also worthy to note that if a parcel is "lost" for any reason before it is scanned for the very first time then Royal Mail will not accept a claim. Their stance is that there is no proof that they have received it even though we know that it has been in their possession for at least a day and has been transported between our premises, the local depot and then the hub.

   For anyone who knows the shortcomings in their systems then there are plenty of "opportunities" shall we say!!

   Another reason why they should be scanned as soon as they are in the possession of Royal Mail staff.

   No ifs or buts!!!

   As well as Royal Mail and Parcelforce parcels not being scanned at point of collection like other carriers manage to do, we also have the problem that all our Tracked 48 parcels are not scanned when they are received at our local hub. We are reliably informed that their standard practice is that because they are Tracked 48, they are left for 24 hours before being processed and scanned for the very first time. This means that our customers still get the "We're expecting it" message for at least 24 hours since it has been in the possession of Royal… more

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4. QR Codes on CN23 4x6 labels are too small.

   Post Office scanners can't scan the QR codes on CN23 4x6 labels as they are way small for their scanners to read.
   This needs to be addressed urgently to avoid mis-direction of parcels.

   2 votes

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5. Inaccurate delivery time - Very damaging to Shopify/eBay/Amazon accounts

   In the Shopify connection/integration C&D shows inaccurate delivery completion. When the order has already been delivered RM remains "in transit". For sellers this delay notification is extremely damaging and downgrades your account on Shopify, eBay, Amazon and other sales channels. They interpret this that your order is not arriving on time as promised and at times can even generate a full refund for items already delivered, and your account gets tagged and gets downgraded, or even blacklisted.
   RM got my entire account ruined in the past having by having completely faulty delivery updates. It's VITAL that deliveries are completely accurate.

   3 votes

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6. Provide itemised tax reporting for exports from UK to EU

   When sending goods from UK to EU, since 1st July 2026 Royal Mail is now charging new taxes.

   Tax paid to the destination country
   - €3 flat import duty (for items under €150.)
   - Import VAT

   At the payment screen, the above amounts are lumped together into one £ figure.

   Please can you provide a way to view / report on the VAT paid ( so we can reclaim it)

   thankyou

   1 vote

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7. Revert to the old system for handing tabs in Click & Drop

   Please revert back to the old system or at least give us the option of having tabs remain open or not when an order is clicked, for example, to amend postage details etc.

   These tabs never used to stay open when simply amending postage details for an order.

   Now you've created work for us by having to click to close tabs when there gets to be too many open for the browser to handle. This can happen 2-3 times per day in my case. More work for no gain.

   This is especially egregious since it worked perfectly beforehand.

   11 votes

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8. Allow Tracked 24/48 Large Letter products up to 1kg in Click & Drop

   Royal Mail Tracked 24/48 Large Letter / LBT supports items up to 1kg, but Click & Drop still limits the Large Letter package size to 750g at the product level.

   For example, if a product weighs 850g and fits within the Large Letter dimensions, Click & Drop will not allow it to be saved as Large Letter. It forces the product to be saved as Parcel.

   The order screen already recognises that Tracked 24/48 LBT is valid up to 1kg, because LBT remains available when Parcel is selected up to 1,000g and disappears above 1,000g.

   The problem is that the product catalogue and shipping-rule logic still use the old 750g Large Letter limit.

   This prevents proper automation. An 850g product that genuinely fits Large Letter dimensions has to be saved as Parcel, so shipping rules cannot reliably distinguish it from a genuine 850g parcel that is too large for LBT.

   With hundreds of orders, manually spotting and correcting these orders is not practical.

   Reducing the saved product weight to 750g is also not a suitable workaround, because the manifest then contains incorrect weight data, which can contribute to weight discrepancies and correction charges.

   Suggested fix:

   Please allow products weighing up to 1,000g to be saved as Large Letter, then apply the correct limit at service level:

   1st / 2nd Class Large Letter: maximum 750g
   Tracked 24 / 48 LBT: maximum 1,000g
   Above 1,000g: LBT unavailable

   Click & Drop already applies the 1kg LBT limit correctly at the service-selection level. The remaining issue is the 750g restriction at the product/package-size level.

   Fixing this would allow product data and shipping rules to work correctly without manual intervention.

   Royal Mail Tracked 24/48 Large Letter / LBT supports items up to 1kg, but Click & Drop still limits the Large Letter package size to 750g at the product level.

   For example, if a product weighs 850g and fits within the Large Letter dimensions, Click & Drop will not allow it to be saved as Large Letter. It forces the product to be saved as Parcel.

   The order screen already recognises that Tracked 24/48 LBT is valid up to 1kg, because LBT remains available when Parcel is selected up to 1,000g and disappears above 1,000g.

   The problem is that the… more

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9. printing on 4 per page, A4 label sheets

   Printing labels and CH22's on 4 per page, A4 label sheets from PDF's used to work fine. Now the placing of the labels on the page overlaps the label joins.
   This is the same for 4 per page with and without border sheets.
   Please check and adjust the label positioning to corectly print within the label boundaries

   6 votes

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10. Listing description all of a sudden overwriting Goods Description

    My Listing descriptions on Shopify are all of a sudden overwriting the Goods Description I set out in Royal Mail settings.

    My listing description is nearly 3000 characters long, so summing it up with the first 45 charters, produces a completely irrelevant goods description.

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11. Orders API rejects IOSS_DDP label generation that the portal "Apply postage" screen accepts for the same order

    Using the api the data makes it to Click and drop but will not print the label saying "Invalid data for shipping under IOSS"
    If I select the order and generate a label in the portal then all is good, but thats not how the behavious is for all other shipments using the API. UK items work fine in this way and MPR but get charged tax again when a marketplace order.

    The Orders API (api.parcel.royalmail.com/api/v1) doesn't currently support generating a label for an IOSS_DDP shipment via the API, even though the exact same order data works fine when postage is applied manually in the Click & Drop portal.

    We ship Amazon orders where VAT is already collected via Amazon's IOSS number, and need Delivered Duty Paid so the flat EU duty is billed to our OBA account rather than the customer (Amazon's terms require this - recipient-pays isn't an option for marketplace orders).

    What we're sending via the API: serviceCode BZX, deliveryTerm IOSSDDP, a correctly attached IOSSNumber, and the flat EU customsDutyCosts. The order creates successfully every time, but label generation then fails with:
    "labelErrors": [{"message": "Invalid data for shipping under IOSS", "code": "IOSSREQUIREMENTS"}]

    We also tried serviceCode MPR (rejected outright - "IOSS is not supported using the selected service to this destination") and BYH (rejected - "Service code 'BYH' is not valid for this account"). Deferring the label to a separate call after order creation fails differently: "Label generation only available for orders with postage applied status" - via the API alone, the order never progresses out of draft status at all.

    The telling part: opening that exact same order in the Click & Drop portal and manually clicking "Apply postage" with the same service and IOSS_DDP delivery term works immediately and prints a real tracked label. So the underlying data is valid - your own manual flow accepts it - but the API path doesn't.

    We'd like to be able to automate PDDP/IOSSDDP shipments to EU destinations via the API the same way we already can for domestic and USA orders, without needing someone to manually click through the portal for every EU parcel. Could Royal Mail either fix the API to accept the same data the manual flow accepts, or document which serviceCode/deliveryTerm combinations are actually supported for IOSSDDP via the API per destination country?

    Using the api the data makes it to Click and drop but will not print the label saying "Invalid data for shipping under IOSS"
    If I select the order and generate a label in the portal then all is good, but thats not how the behavious is for all other shipments using the API. UK items work fine in this way and MPR but get charged tax again when a marketplace order.

    The Orders API (api.parcel.royalmail.com/api/v1) doesn't currently support generating a label for an IOSS_DDP shipment via the API, even though the exact same order data works fine when postage… more

    1 vote

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12. Allow postage to auto apply on Shopify orders with more than one line item. PLEASE.

    Allow postage to auto apply on Shopify orders with more than one line item. PLEASE.

    2 votes

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13. Go back to your previous Customs forms

    Go back to your previous customs forms - Your new ones are a nightmare of additional complexity - don't work on Firefox and print forms too big for anything smaller than A4

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14. You include refunded labels in "ready for printing" on the home page.

    You include refunded labels in "ready for printing" on the home page.

    Don't do that, it's stupid.

    Why would you do that?

    Can I work for your IT department? I am better than every single person currently working for you.

    2 votes

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15. Multi Parcel Consignment takes longer than WDM system

    It seems that some of the basic IT functionalities have slipped with the new system, and it’s starting to impact our workflow. For example, when creating a Multi Parcel shipment via manual entry, the process has become much more time-consuming. The system no longer captures default settings like service type, parcel size, or whether a signature is required, which were all part of the previous system and helped streamline our operations.

    As a B2B business, the added complexity is especially frustrating. We're having to manually enter the same details—such as weights, parcel sizes, and costs—over and over again. This is a significant inefficiency, as generating labels should be one of the simplest processes, allowing us to focus on growing our business, rather than on repetitive administrative tasks.

    The previous WDM system was much more straightforward and allowed us to complete these tasks quickly. The new Click and Drop system, while offering more options, has become overly complicated for basic label generation. We believe that simplifying this process again, with a focus on capturing the most common settings by default, would greatly improve efficiency and help us get back to focusing on what really matters

    It seems that some of the basic IT functionalities have slipped with the new system, and it’s starting to impact our workflow. For example, when creating a Multi Parcel shipment via manual entry, the process has become much more time-consuming. The system no longer captures default settings like service type, parcel size, or whether a signature is required, which were all part of the previous system and helped streamline our operations.

    As a B2B business, the added complexity is especially frustrating. We're having to manually enter the same details—such as weights, parcel sizes, and costs—over and over again. This is… more

    8 votes

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16. Customs Form Not Showing Order Currency

    The new CN23 form that is generated on Click and Drop converts the order amount into GBP. The old CN22 form used to always show the currency that you entered for the order.

    Please show the currency that we select for the order on the customs form.

    2 votes

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17. Cancelling labels reason

    The drop down reasons for cancelling labels need to add customer cancelled order they are very vague . Printed by mistake doesn't cover all as the label was cancelled and not used

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18. Can't print labels

    Once you create a label on C&D you get the message "Sorry, this service is currently unavailable" and no label is generated. This happens constantly. Firefox browser, Win 11 platform.

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19. Collections

    You should make collections FREE again! Increasing the collection cost now from 30p per package to 50p is absolutely ridiculous! That's an increase of 66.67%... how do you justify this increase? This is totally unacceptable and should be addressed.

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20. Shipping Rules - Parcelforce

    Enable Shipping Rules to specify a PFW service in the selection drop down as currently shipping rules only allow selection of a limited number of RM service codes.

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