429 results found

1. Plan of Action: Improving Royal Mail Parcel Locker Functionality for Multi-Parcel Business Users 1. Background and Issue Summary Business s

   Plan of Action: Improving Royal Mail Parcel Locker Functionality for Multi-Parcel Business Users
   1. Background and Issue Summary

   Business sellers on platforms such as eBay and Amazon frequently drop multiple parcels during a single visit. The current Royal Mail parcel locker system is primarily optimised for individual consumer use — designed for one parcel per locker, with automatic timeouts if the transaction is not completed quickly.

   In the described scenario, a seller attempted to drop 30 parcels in one large locker after scanning a single tracking barcode, intending to consolidate the parcels for efficiency. However, due to a timeout in the locker system, the deposit was not registered correctly. As a result:

   No tracking confirmation email was generated.

   Parcels remained uncollected because the system did not record a completed deposit.

   The locker provided no warning about time constraints or risks associated with multi-parcel drops.

   This incident exposes a system design gap that could lead to lost parcels, operational inefficiencies, and reduced trust from high-volume sellers.

   1. Root Cause Analysis

   The issue stems from several system and user interface limitations:

   Timeout Restriction: The locker closes the session automatically after a short period, assuming the user has abandoned the process.

   No Parcel Quantity Input: The system does not ask how many parcels are being dropped off, preventing adjustment of the allowed loading time.

   Lack of Clear Guidance: The interface does not instruct sellers on the recommended method (e.g., one parcel per locker or maximum parcel count per drop).

   Tracking Dependency on Single Scan: When only one parcel is scanned, all other parcels remain unregistered, creating an untraceable drop.

   1. Impact on Royal Mail and Sellers

   Operational Inefficiency: Parcels in unregistered lockers are not collected on schedule, disrupting delivery timelines.

   Customer Dissatisfaction: Sellers risk late dispatch penalties from eBay/Amazon and potential negative buyer feedback.

   Increased Support Volume: Royal Mail Customer Service may face escalations related to “missing parcel” claims that could have been avoided.

   System Underutilisation: High-volume sellers may revert to Post Office drop-offs, reducing locker utilisation and limiting growth potential for automated parcel collection.

   1. Proposed Corrective Actions

   To improve functionality and reliability for business users, the following enhancements are proposed:

   A. Software and User Interface Improvements

   Add “Number of Parcels” Prompt:

   When initiating a drop-off, prompt the user to enter the number of parcels being deposited.

   Extend session timeout dynamically based on parcel count (e.g., 30 seconds per parcel).

   Multi-Parcel Mode Option:

   Introduce a “Business / Bulk Drop” mode allowing multiple tracking numbers to be scanned in one session.

   Allow a single locker to hold multiple parcels under one bulk reference number.

   Visual and On-Screen Guidance:

   Display clear instructions:

   “One parcel per locker recommended.”

   “If dropping multiple parcels, select ‘Bulk Drop’ mode.”

   “Timeout occurs after X minutes of inactivity.”

   Session Confirmation Requirement:

   Require explicit confirmation (“I have finished loading the locker”) before the system closes the session and registers the drop as complete.

   B. Operational and Communication Improvements

   Clear Signage and Online Guidance:

   Update physical locker signage and the Royal Mail app/website with step-by-step instructions for business users.

   Integration with eBay and Amazon Seller Systems:

   Enable direct linkage between Royal Mail lockers and eBay/Amazon seller accounts.

   Preload shipping labels and bulk manifest information into the locker interface.

   Enhanced Tracking Workflow:

   When a bulk deposit is made, generate one confirmation email listing all tracking numbers in that drop-off session.

   Feedback and Reporting Mechanism:

   Implement an on-screen or in-app “Report a Problem” button to capture real-time issues like timeouts or unacknowledged drops.

   1. Long-Term Enhancements

   Introduce Dedicated Business Lockers:
   High-volume sellers could be assigned larger or reserved lockers at key locations, with extended access times and integrated bulk scanning capability.

   Pilot Program:
   Conduct a 3–6 month trial of improved software at select urban and suburban sites to measure time efficiency, reliability, and customer satisfaction.

   Data-Driven Refinement:
   Use pilot feedback to refine session timing, user prompts, and system notifications before nationwide rollout.

   1. Expected Outcomes

   Implementing these actions will:

   Prevent loss or delay of parcels caused by unregistered drops.

   Increase confidence among high-volume sellers using Royal Mail parcel lockers.

   Improve operational efficiency and tracking accuracy.

   Reduce customer service incidents related to locker usage.

   Strengthen Royal Mail’s position as a preferred logistics partner for eCommerce sellers.

   Plan of Action: Improving Royal Mail Parcel Locker Functionality for Multi-Parcel Business Users
   1. Background and Issue Summary

   Business sellers on platforms such as eBay and Amazon frequently drop multiple parcels during a single visit. The current Royal Mail parcel locker system is primarily optimised for individual consumer use — designed for one parcel per locker, with automatic timeouts if the transaction is not completed quickly.

   In the described scenario, a seller attempted to drop 30 parcels in one large locker after scanning a single tracking barcode, intending to consolidate the parcels for efficiency. However, due to a timeout in… more

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2. Filter orders by whether they have been booked for collection or not

   After purchasing labels, I need to book orders for collection. First 10 items work fine as I can bulk buy them but for the next 15, I usually have to buy them one by one, due to slot situation. it's hard to look for the ones i didnt book collection for, when they are all in same column 'ready for dispatch'. I think it would be really helpful to filter those by whether they've been booked for collection or not.

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3. Allow EDITS to orders

   I find it very frustrating that as soon as I click on the order, I can't edit anything in it. All I can do is select the kind of postage it needs. I now have one order which needs itemized content for customs forms and I can't edit it, I can't add to it. Why should we not be able to edit the orders?

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4. Recent DDP changes have broken label retrieval for non DDP international orders

   Hi,

   For context, my workflow is the following: eBay and Etsy orders are retrieved via the respective integrations. Shipping services are then purchased via the website (https://business.parcel.royalmail.com/), but labels are then retrieved via the API integration, by calling "https://api.parcel.royalmail.com/api/v1/orders/<order number>/label?documentType=postageLabel&includeReturnsLabel=false&includeCN=true" with the relevant Authorization header.

   Since end of last month/early September, this endpoint has been returning 400 bad request errors when calling the API, citing missing fields. However a) this issue only occurs via the API, not when generating the labels via the website and b) the fields it claims are missing aren't things that are provided by the API call.

   Example response from that endpoint:

   [[{"accountOrderNumber":9043,"channelOrderReference":"3793323589","code":"9","message":"Required information are missing for Delivery Duty Paid services (Trading names: 'VAT number' is empty)"},{"accountOrderNumber":9043,"channelOrderReference":"3793323589","code":"11","message":"Required information are missing for Delivery Duty Paid services (Order: 'Phone number' is empty)"}]]

   Regarding those errors, and why they are incorrect:
   1) This only occurs when retrieving the labels via the API, the labels are generated correctly when doing so via the website.
   2) "Required information are missing for Delivery Duty Paid services (Trading names: 'VAT number' is empty" This error is incorrect, as having not VAT number is completely valid behaviour and is in fact what the Click and Drop UI requests. We are a non VAT registered business, and as such do not have a VAT number. It is not a requirement when making shipments via the International Tracked and Signed service, and I believe is just overzealous request validation. I can work around this by inputting 'na' as in N/A (text input doesn't allow '/' character) to avoid this error, but that would be incorrect given how the VAT number field is supposed to be populated.
   3) "Required information are missing for Delivery Duty Paid services (Order: 'Phone number' is empty)" the phone number of the seller (sender, ourselves) has been provided. If this is instead referring to the recipient phone number, which can be input via the address form, then the error is incorrect as the phone number is not a required field for this service

   Hi,

   For context, my workflow is the following: eBay and Etsy orders are retrieved via the respective integrations. Shipping services are then purchased via the website (https://business.parcel.royalmail.com/), but labels are then retrieved via the API integration, by calling "https://api.parcel.royalmail.com/api/v1/orders/<order number>/label?documentType=postageLabel&includeReturnsLabel=false&includeCN=true" with the relevant Authorization header.

   Since end of last month/early September, this endpoint has been returning 400 bad request errors when calling the API, citing missing fields. However a) this issue only occurs via the API, not when generating the labels via the website and b) the fields it claims are missing aren't things that are… more

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5. Synchronisation planned despatch dates between shopify and click and drop

   We can synchronise our website orders onto click and drop to create the shipment label. However, there seems no way for the planned despatch date to synchronise? This means we have to manually select shipments in click and drop and apply the planned despatch date. We have lots of different orders with different planned despatch dates so it would be very useful to have if possible?

   2 votes

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6. US tax: form only calculates accurately for one item. Does not recalculate for multiple items

   I am trying the new extended protocol for calculating US tariff charges in advance and the form does not seem to react when I add a second item to the order. Or if the order is created with multiple items. The form only displays the charge based on the cost of the first item on the list.

   2 votes

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7. More SKU's lines on the label

   Hi Royal Mail team,

   Please can you expand the number of SKU lines visible on Click & Drop labels?

   At present, the “Customer Reference” block only shows ~3–4 lines of SKU text, even though the block itself has much more space available. The SKU list is vertically centred, leaving unused whitespace, and a large portion of the block is taken up by the logo area. In addition, the line “Royal Mail: UK’s lowest average parcel carbon footprint 200g CO2e” occupies space that could be better used for operational data.

   Our proposal:

   Move the SKU list to the top of the Customer Reference block and allow more lines to display.

   Relocate the carbon footprint tagline into the smaller 10 mm band below the delivery address and above the Customer Reference block.

   Allow optional suppression or resizing of the logo area to free more room for SKUs.

   Why this matters:
   Warehouses rely on SKUs printed on labels to pick and pack quickly. Currently many businesses are forced to implement additional scanning/paperwork systems just to work around this limitation. Expanding SKU visibility directly on the Royal Mail label would reduce errors, speed up packing, and save both sellers and Royal Mail operational headaches.

   This improvement would benefit a large number of e-commerce sellers and fulfilment operations — many of us are eagerly waiting for it.

   Thanks for considering, and I hope others will vote this up as well.

   Hi Royal Mail team,

   Please can you expand the number of SKU lines visible on Click & Drop labels?

   At present, the “Customer Reference” block only shows ~3–4 lines of SKU text, even though the block itself has much more space available. The SKU list is vertically centred, leaving unused whitespace, and a large portion of the block is taken up by the logo area. In addition, the line “Royal Mail: UK’s lowest average parcel carbon footprint 200g CO2e” occupies space that could be better used for operational data.

   Our proposal:

   Move the SKU list to the top of the… more

   4 votes

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8. How to send letters to the USA?

   How do I send letters to the USA using Click and Drop please? The option do to this was removed on Tuesday.

   In his email dated 28th August your colleague Micheal Irwin (Director of Export) says this "If you only send personal correspondence to the USA, you are not affected by these changes“ So this is the reason for my query on letters.

   I’ve had product codes added to my account for parcels but I need to send letters to the USA. I’ve been using product code DP3 previously for sending letters to the USA.

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9. Need better tracking status updates

   The tracking details, especially on international orders, does not update at all until the shipping is either delivered or is returned. I'm getting quite a few complaints and pressures about this from buyers.
   We're in 2025. I am sure there must be a way for the postal services to have constant tracking updates, not only for international deliveries, but for local deliveries with the whereabouts can be tracked regularly.

   4 votes

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10. On the Open Orders Screen, save Column Configuration

    On the Open Orders Screen, save Column Configuration at Account Level (not via cookie)

    Currently the configuration is saved throughout logins and logouts, but only until cookies are cleared. (I delete all cookies fairly often to prevent clutter.)

    Column config ought to be saved as part of the account setup, not via a cookie.

    thanks

    2 votes

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11. Large letters can no longer be used for shipment - doubling postage fees

    This is complete madness. My items which are small and qualify in size and weight as a Large Letter, can no longer be shipped as a large letter but a small parcel, DOUBLING the shipping costs!
    This is insane.

    1 vote

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12. BUG: Shipments can only be filled as 'Document'

    What's going on with C&D lately? It's just covered in one problem after another. Today, I can't send any item in any other category but "Documents". But I am not sending a document...
    I am unable to change the Declaration category to sales, commercial sample, gift, etc. It only allows Document to be selected. Any other attempts give the following error message:

    "A Personal correspondence shipment must use Documents Declaration category
    *A Personal correspondence shipment must have zero value

    1 vote

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13. add a way to cross reference invoices with click and drop orders. It was so easy to do on the old Parceforce platform
    1 vote

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14. Issues with payment of label

    Sometimes after importing orders via .csv and following the payment screen after applying postage it will come back with 'sorry there has been an error' .. please retry.

    You cannot retry it does not work.
    When looking at the orders they are all listed as FAILED however you can go into each order, one at a time and reprint label and it will oblige. You cannot reprint labels for more than one item at a time when they are in this state.

    This has been bugging me for months as it takes plenty of unecessary time to manually select and reprint each shipping label.

    Sometimes after importing orders via .csv and following the payment screen after applying postage it will come back with 'sorry there has been an error' .. please retry.

    You cannot retry it does not work.
    When looking at the orders they are all listed as FAILED however you can go into each order, one at a time and reprint label and it will oblige. You cannot reprint labels for more than one item at a time when they are in this state.

    This has been bugging me for months as it takes plenty of unecessary time to manually select and… more

    1 vote

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15. Twice attempted to arrange for parcel collection from another address.

    First date for arranged collection Royal Mail e-mailed me to say no one at home when postman called yet the sender said he was in all day. I'd paid for the parcel label to be taken to the collection address. 2nd date arranged three days later. Paid a small fee for the next collection and on this date NO label taken to the collection address despite having paid for one so no collection made again. Total incompetence by Royal Mail. I've cancelled my order on the item I was trying to buy. The booking system is un necessarily long winded and actually cannot can not cater correctly for someone arranging for a parcel collection from someone elses address I''ve wasted my money by paying for a service that has not been given.

    First date for arranged collection Royal Mail e-mailed me to say no one at home when postman called yet the sender said he was in all day. I'd paid for the parcel label to be taken to the collection address. 2nd date arranged three days later. Paid a small fee for the next collection and on this date NO label taken to the collection address despite having paid for one so no collection made again. Total incompetence by Royal Mail. I've cancelled my order on the item I was trying to buy. The booking system is un necessarily long winded… more

    3 votes

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16. The new import screen is awful, almost to the point of being unusable

    The new import .csv file screen is shockingly bad.
    When you import a file the entries are shown at the bottom of the screen. Each entry line takes about 50% of the screen height, thus when importing say 20 entries you have to scroll down 10 pages to find the IMPORT ORDERS button. Could we not have the button at the top and the bottom of the imported orders with a huge fix for the massive padding.

    1 vote

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17. Add Pay & Generate Labels With Collection

    When you apply postage for an order, it would be great if you could pay for the postage and "book collection" on the same transaction. Currently, these have to be done separately, which is quite time-consuming.

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18. paying for lables

    When we joined royal Mail click and drop we were assured, and we checked twice, that once we had brought the printer for the thermal labels from you, the labels themselves would ALWAYS be free.

    What with your subsidies for fuel because fuel is going up, subsidies for making your vans green (so why do we need the fuel subsidy) and peak subsidies to pay for more postmen when you are busy over xmas (surely the extra parcels sent should pay for postmen or you have a very bad business model), this new fee is yet another thing hitting small businesses who have no option but to send via Royal Mail.

    You appear to have done this to allow people to use them for other things as that is the only change to the T+C. But we have never used them for anything else, just labels for Royal Mail parcels.

    Please reconsider, this is yet another subsidy we just can't afford so will have to pass on to customers.

    When we joined royal Mail click and drop we were assured, and we checked twice, that once we had brought the printer for the thermal labels from you, the labels themselves would ALWAYS be free.

    What with your subsidies for fuel because fuel is going up, subsidies for making your vans green (so why do we need the fuel subsidy) and peak subsidies to pay for more postmen when you are busy over xmas (surely the extra parcels sent should pay for postmen or you have a very bad business model), this new fee is yet another thing hitting small… more

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19. Sort your website out. When I try to print my label I am told to complete my Billing Address. I have completed my Billing Address !!!

    Sort your website out. When I try to print my label I am told to complete my Billing Address. I have completed my Billing Address but still am asked to complete a Billing Address - what is going on !!!!!

    1 vote

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20. Product Customer Code Length Issue

    When shipping to the Republic of Ireland, a 10-digit customer code is required for customs clearance. However, in Click & Drop, the system only allows 6 digits to be saved.

    As a result, we have to manually amend the customer code every time we create a shipment by API. If this is not corrected, the parcel gets held in customs and can be delayed for up to a month.

    1 vote

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