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1 result found
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Convert Common Non-ASCII Characters When Importing Orders
When entering a name and address in to Shopify (and most other web sites), Unicode character set is available to users. When these orders are imported into Click & Drop, any non-ascii characters are flagged up for manual "fixing".
By far the most common "invalid address" that C&D asks me to fix (every day) involves just changing apostrophes from Unicode "right single quotation mark" (U+2019 or U+2032) characters to their ASCII apostrophe equivalent (U+0027).
There are other cases, most notably European addresses containing diacritical marks, etc. While I'm sure the developers could automatically convert these to the nearest equivalent roman characters, this might be less trivial to implement.
The apostrophe case is trivial to implement, and is very common both in peoples' names (like O'Neil) and in UK street addresses (123 St John's Square).
It would save a lot of users' time and frustration to automatically "fix" those in your incoming data.
When entering a name and address in to Shopify (and most other web sites), Unicode character set is available to users. When these orders are imported into Click & Drop, any non-ascii characters are flagged up for manual "fixing".
By far the most common "invalid address" that C&D asks me to fix (every day) involves just changing apostrophes from Unicode "right single quotation mark" (U+2019 or U+2032) characters to their ASCII apostrophe equivalent (U+0027).
There are other cases, most notably European addresses containing diacritical marks, etc. While I'm sure the developers could automatically convert these to the nearest equivalent roman…
8 votesHello,
Thank you for your suggestion and feedback. This is not something in plan at current, but we will consider in future developments.
Kind Regards,
Click & Drop Support
566 results found
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IOSS PDDP - duty fees are not calculated correctly. This urgently needs fixing.
When applying postage to an order in Click & Drop. The options are not treating the new 3 Euro duty fee the same.
You are presented with three options when applying postage.
Option 1 - I will pay any taxes, duties & fees with Click & Drop. (PDDP).
Option 2 - Taxes have been prepaid via IOSS. I will pay any duties & fees with Click & Drop. (IOSS PDDP).
Option 3 - The recipient will pay any taxes, duties & fees. DDU.Option 1 and 3 and working perfectly. Option 2 is not and it needs fixing as a matter of emergency.
Option 1 adds the duty fee based on how many different HS Codes are in the order, regardless of how many items are in the order. 5 items with matching HS Codes will result in 1 duty fee being added. This is correct.
Option 2 adds the duty fee based on how many items are in the order regardless of them having the same HS Codes. 5 items with matching HS Codes will result in 5 duty fees being added. This is NOT correct.
Here is my example order and what happens when trying to pay.
Item 1 = £13.00
Item 2 = £14.00Items Subtotal: £27.00
Shipping: £15.50
Finland VAT (25.5%): £10.84
Order Total: £53.34Option 1 - I will pay any taxes, duties & fees with Click & Drop. (PDDP).
International Tracked
£9.80
£0.00
£9.80Customs Duty Fee
£14.49 (This amount is correct. It is the order tax and one duty fee.)
£0.00
£14.49Customs Handling Fee
£1.00
£0.00
£1.00Total postage cost
£25.29
£0.00
£25.29Option 2 - Taxes have been prepaid via IOSS. I will pay any duties & fees with Click & Drop. (IOSS PDDP).
International Tracked
£9.80
£0.00
£9.80Customs Duty Fee
£5.11 (This amount is wrong. It has created two duty fees instead of one.)
£0.00
£5.11Customs Handling Fee
£1.00
£0.00
£1.00Total postage cost
£15.91
£0.00
£15.91As you can see, the Customs Duty Fee of Option 2 is incorrect. It has added two duty fees instead of one. They should both only add 1 duty fee, with the only difference in Option 1 also adding Finland VAT (25.5%): £10.84.
I am signed up to an IOSS service. I prepay the EU tax, but this is making the whole system unworkable now. You are essentially stealing by incorrectly adding 3 Euro to every single line. Even though I have signed up to an IOSS service, I have to use Option 3 (DDU) now until you fix this issue.
Please fix this as a matter of emergency. It is an emergency. It is people's livelihoods you are breaking.
When applying postage to an order in Click & Drop. The options are not treating the new 3 Euro duty fee the same.
You are presented with three options when applying postage.
Option 1 - I will pay any taxes, duties & fees with Click & Drop. (PDDP).
Option 2 - Taxes have been prepaid via IOSS. I will pay any duties & fees with Click & Drop. (IOSS PDDP).
Option 3 - The recipient will pay any taxes, duties & fees. DDU.Option 1 and 3 and working perfectly. Option 2 is not and it needs fixing as a…
7 votes -
NEW PROBLEM. As of today you are calculating the 10% USA Tariff wrong.
Royal Mail Click & Drop have now decided to start incorrectly calculating USA customs duty.
USA customs duty is currently 10% on goods only and a 0.50p RM handling fee.
Today it is wrong.
£72 order has £9.72 customs duty + 0.50p handling fee when trying to pay for the label.
Did your system suddenly forget how to calculate 10%?
I charge my US customers 10% at checkout in order to pay this to Royal Mail when creating my labels via Click & Drop.
The correct value of a £72 order is £7.20 customs duty + 0.50p handling fee.
It's just one mistake after another with you and it is getting really embarrassing.
Where did this £9.72 amount come from?
Royal Mail Click & Drop have now decided to start incorrectly calculating USA customs duty.
USA customs duty is currently 10% on goods only and a 0.50p RM handling fee.
Today it is wrong.
£72 order has £9.72 customs duty + 0.50p handling fee when trying to pay for the label.
Did your system suddenly forget how to calculate 10%?
I charge my US customers 10% at checkout in order to pay this to Royal Mail when creating my labels via Click & Drop.
The correct value of a £72 order is £7.20 customs duty + 0.50p handling fee.
It's…
6 votes -
EU Customs duty charged per line item
The new EU €3 fee is painful enough if it was implemented properly. However, I discovered today that click and drop charges it by line item when it should be one fee per types of item (by HSS code) in the package according to regulation. My orders come through eBay so I don't have control over that.
When I have line items with a value of £3-8 each of the same classification then that become untenable.
You have the HSS code against the product in my settings - why isn't it used?
This means either I have to spend time amending every order by hand in click and drop, or charge customers so much that they won't order from me.
Is Royal Mail on the side of UK business or not? (The £1 fee - nice way to make more money for Royal Mail but again an extra unavoidable fee on top off this really doesn't help)
The new EU €3 fee is painful enough if it was implemented properly. However, I discovered today that click and drop charges it by line item when it should be one fee per types of item (by HSS code) in the package according to regulation. My orders come through eBay so I don't have control over that.
When I have line items with a value of £3-8 each of the same classification then that become untenable.
You have the HSS code against the product in my settings - why isn't it used?
This means either I have to spend time…
8 votes -
New customs requirements for EU shipments
As we will need to include a Product SKU and a Non-standardised Manufacturer ID for every item from the 1st November it would be nice if it were possible to include "Manufacturer ID" in the import file. ATM it is only possible to include "SKU" in the file, meaning we will have to manually add "Manufacturer ID" 1 at a time for hundreds of products.
2 votes -
Provide option/toggle to stop C&D from importing Prime orders from Amazon + a way to identify/filter Prime orders within the order grid etc
Dear Click & Drop Technical Support Team,
I am contacting you regarding an issue with the Amazon integration in Royal Mail Click & Drop that began affecting our account around 2nd September, creating significant operational disruption and risk of duplicate postage charges.
Background:
We dispatch both Fulfilled by Merchant (FBM) and Seller Fulfilled Prime (SFP) Amazon orders from our warehouse. Our SFP orders include both Next Day and Standard Delivery speeds. Because all Seller Fulfilled Prime postage labels MUST be purchased and printed directly via the Amazon Shipping / Buy Shipping portal, we cannot print labels for Prime orders through Click & Drop.Previously, we used a Click & Drop shipping rule to automatically detect incoming SFP orders and mark them as "Despatch by other courier". This ensured that SFP orders were safely closed out in Click & Drop without generating duplicate Royal Mail labels or billing us twice.
The Issue:
Around 2nd September, Amazon updated/standardised the shipping speed categories passed via the Amazon Selling Partner API (SP-API) to C&D etc. As a result, the "Store postage method" for Standard Delivery SFP orders now imports into Click & Drop simply as "Standard".Because standard FBM orders also import with "Store postage method" set to "Standard", Click & Drop treats both order types identically. There is currently no visible indicator, order badge, or rule condition in Click & Drop to differentiate a Standard Delivery Prime order from a regular Standard Delivery FBM order. If we set a rule matching "Standard", it flags all regular FBM orders too; if we do not, Standard SFP orders remain in the active queue, requiring time consuming manual cross-checking to prevent duplicate postage generation.
Proposed Solutions:
We kindly request that your product and integration engineering team implement both of the following enhancements:Amazon Integration Import Toggle for Prime orders:
Add an import configuration toggle in Settings > Integrations > Amazon to allow sellers to enable or disable "Import Prime orders". Sellers who must always fulfil SFP exclusively via Amazon Buy Shipping could then prevent Prime orders from importing into Click & Drop altogether.-
Ingest and Expose the 'IsPrime' API Flag:
Amazon's order payload in the Selling Partner API includes an explicitIsPrimeboolean (true/false). We ask that Click & Drop:- Ingest this attribute and surface a visual "Prime" badge or tag in the Click & Drop Orders grid.
- Expose "Is Prime = True / False" (or an automated "Prime" order tag) within the Conditions dropdown in Shipping Rules. This would allow sellers to accurately automate actions—such as marking Prime orders as despatched by another courier—regardless of what text string is passed in the postage method field.
Given the very large volume of UK merchants operating hybrid FBM and SFP models, addressing this data mapping limitation would resolve a major pain point and prevent inadvertent double-labelling across the merchant community.
We would appreciate this being logged with your technical and development teams, and look forward to your guidance on any recommended interim solutions.
Kindest regards
Dear Click & Drop Technical Support Team,
I am contacting you regarding an issue with the Amazon integration in Royal Mail Click & Drop that began affecting our account around 2nd September, creating significant operational disruption and risk of duplicate postage charges.
Background:
We dispatch both Fulfilled by Merchant (FBM) and Seller Fulfilled Prime (SFP) Amazon orders from our warehouse. Our SFP orders include both Next Day and Standard Delivery speeds. Because all Seller Fulfilled Prime postage labels MUST be purchased and printed directly via the Amazon Shipping / Buy Shipping portal, we cannot print labels for Prime orders through…4 votes -
Allow Channel Reference editing after cloning
We'd like to be able to edit the Channel Reference when an order has been cloned.
7 votes -
ETSY BUG - C&D appears to be pulling in the Base Price and not the actual price per item
The current (13/07/2026) etsy integration is not pulling in the correct item price if there is a discounted price. It appears that the BASE price is pulled in per item line, not the actual price. Etsy support have said "its not our problem - take it up with C&D"
Please can you address this and pull in the actual price paid.
for international orders, it means the Customs Declaration is WRONG and appears that the package value is greater than the declared value.4 votesThank you for getting in touch about this issue.
This is now being investigated by the Integrations Team to ensure that the correct values are being entered onto any customs documentation.
In order to help us further please could you contact the Royal Mail Support Team via the support page and provide details of an order that has had this issue so that we can investigate this further?
Kind regards,
Click & Drop Team
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Update "Order Import spreadsheet field specifications"
Order Import spreadsheet field specification - https://help.parcel.royalmail.com/hc/en-gb/articles/360000250093-Order-Import-spreadsheet-field-specifications
Make no reference to IsRecipientABusiness field, but fails on it with NI / overseas.
Are there any others missing?
Update spec please2 votes -
Add claims function
I know this has been asked before, and it has been declined before - why? It would be far simpler all round if a claim could be directly started by a click beside the missing/lost/mis-delivered parcel? The current claims process is an absolute pain in the butt.
61 votes -
2FA remember multipe devices
Our team uses multiple devices to access multiple accounts. Due to the implementation of the 2FA, we have to verify every time a different person logs into the account. Please allow the system to remember more than one device for 30 days.
2 votes -
IOSS PDDP - Duty Fees Problems
There are 5 main issues with the IOSS PDDP that I can see:
1) The duty for the US suddenly increased on my items from 10% to 25% without warning or even anything on the Royal Mail updates to say the duty had increased. We didn't know until we shipped something out!
2) Why do Royal Mail charge a £1 handling fee even if the recipient is to pay the duty and taxes at their end?
3) The EU duty (at least) is calculated wrongly. Tried sending an item to Denmark worth £13 - except that when adding to the order, I increased the quantity to 2.
With "Taxes have been prepaid via IOSS. I will pay and duties & fees" set, the estimated EU duty was £12.04 !!
On the Apply Postage page, reduce the quantity to 1 and the estimated EU duty is £3.56. Increase the quantity back to 2 and the estimated EU duty remains £3.56.
4) When you claim a refund for postage after generating the labels, Royal Mail pay back the postage, but NOT the prepaid duties and taxes even though they can see the item never entered their system.
5) When shipping two different items on the same order - Royal Mail collect a handling charge for EACH item - which seems wrong - it should be one handling charge for each order
Raising a support ticket for comments on (1) and (4) gets no response at all.
There are 5 main issues with the IOSS PDDP that I can see:
1) The duty for the US suddenly increased on my items from 10% to 25% without warning or even anything on the Royal Mail updates to say the duty had increased. We didn't know until we shipped something out!
2) Why do Royal Mail charge a £1 handling fee even if the recipient is to pay the duty and taxes at their end?
3) The EU duty (at least) is calculated wrongly. Tried sending an item to Denmark worth £13 - except that when adding to the…
2 votes -
Provide a webpage that details the "live" rates used by Click and Drop to calculate customs charges and tariffs
The customs fees calculated by Click & Drop do not align with Royal Mail's published information and can vary depending on HS code and other opaque factors.
This particularly a problem for the US but is also a issue with the EU post the July 2026 changes. As business we need to know before the order is placed how Click & Drop will calculate customs fees.
All this needs is a webpage that lists the current rate(s) and calculation details ,i.e. does the same HS Code twice get charged twice or once for the EU, what additional fees are added for each EU state, what is the US tariff rate for good from China this morning.
The webpage can be update as part of the DevOps pipeline for the Click & Drop service / app so it always reflects what the code does even if the documentation lags.
Bonus points if customers can subscribe for notifications of any changes.
The customs fees calculated by Click & Drop do not align with Royal Mail's published information and can vary depending on HS code and other opaque factors.
This particularly a problem for the US but is also a issue with the EU post the July 2026 changes. As business we need to know before the order is placed how Click & Drop will calculate customs fees.
All this needs is a webpage that lists the current rate(s) and calculation details ,i.e. does the same HS Code twice get charged twice or once for the EU, what additional fees are added…
3 votes -
Add an option to handle multiple items with same HS code
The current Package contents form doesn't easily allow for multiple different items with the same HS Code, even though it correctly warns the user that the same HS Code has been used. The issue is that although the HS code may be the same for several items the price and weight may not be.
For example lets say I have two widgets that have the same HS code ( they are the same type of thing ) but Widget 1 costs £2 and weighs 200g and Widget 2 costs £0.02 and weighs 1g, my customer has purchased 20 one and 13 of the other.
To enter the correct weight and price I need to use two lines with the same HS code to correctly record the customs data. However the warning message and I assume customs fee calculation treats two lines as separate entries.
Logically the interface doesn't need to change if the calculation counts unique HS codes rather than line items - so for the EU my example would be €3 not €6.
However having the option to add an item with a Total Price and Total Weight for "things" with the same HS Code and origin is also helpful in instances where combining items would help keep the number of items under the limit of the space on a label.
The current Package contents form doesn't easily allow for multiple different items with the same HS Code, even though it correctly warns the user that the same HS Code has been used. The issue is that although the HS code may be the same for several items the price and weight may not be.
For example lets say I have two widgets that have the same HS code ( they are the same type of thing ) but Widget 1 costs £2 and weighs 200g and Widget 2 costs £0.02 and weighs 1g, my customer has purchased 20 one and…
3 votes -
Dear Royal Mail Customer Services, I'm writing to share some friendly feedback about the parcel locker interface, as I think a couple of s
Dear Royal Mail Customer Services,
I'm writing to share some friendly feedback about the parcel locker interface, as I think a couple of small tweaks could make it even easier to use.
Recently, when posting an item in the early hours, I found it hard to scan the QR code from my phone. And once I'd progressed, it wasn't clear at what point the label would print, especially since the screen warns not to post unlabeled parcels.
A simple prompt such as “Label will print after the next step”, would make the flow more intuitive. I also noticed that some screens have dense text that's tricky to read in low light. Larger key instructions and a clearer font could really help readability.
Lastly, I reached a locker that was full, but only discovered that after starting the process.
So an upfront 'no compartments available' message could save customers time.
I really like the convenience of the locker network and offer these as suggestions in case they're helpful.
Dear Royal Mail Customer Services,
I'm writing to share some friendly feedback about the parcel locker interface, as I think a couple of small tweaks could make it even easier to use.
Recently, when posting an item in the early hours, I found it hard to scan the QR code from my phone. And once I'd progressed, it wasn't clear at what point the label would print, especially since the screen warns not to post unlabeled parcels.
A simple prompt such as “Label will print after the next step”, would make the flow more intuitive. I also noticed that some…
2 votes -
Give us information regarding Amazon not getting 100% tracked items to upload
First is is so difficult to contact anyone at click and drop. 100s of options Give us some information on Amazon not being able to scan or track 100% of mail . Amazon threaten to close my account if they cannot get 100% of items tracked. My account with click and drop is lined to Amazon
4 votes -
Verification is not saved for 30 days
The login verification code has to constantly be renewed and is not saved 'for 30 days' despite selecting "Remember this device for 30 days".
2 votes -
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.
8 votes -
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…
3 votes -
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…
17 votes -
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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