General
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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
537 results found
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Be able to use Integrated label paper for CN23 Labels
At the moment you can use Integrated A4 label paper for everything except CN23 labels, but as we now have to use CN23 labels for everything, we can no longer use integrated label paper, and 4"x6" labels a massive mess for our warehouse, integrated label paper is far easier to use. Please fix this issue ASAP. The label would easily fit.
14 votesThank you for your feedback.
We are currently working on enabling this functionality for CN23 documents. This page will be updated once it is available.
Kind regards,
Click & Drop Team
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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…
5 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…
5 votes -
Provide an option to print CN23 4 to a page on A4
Until July 2026 CN22 customs forms could be printed 4 to a page to match the 4 to a page Address labels.
CN22 is no longer available so you must use CN23. You can only print CN23 as a full A4 page or as 6x4 on a thermal printer. For anybody without a thermal printer this is not an option.
I currently ship win 10x10x2cm cardboard boxes which will not accept A4 labels.
Large labels require large packaging and to avoid excessive weight this is going to mean plastic bags, increasing both cost and environmental issues.
The EU from Aug 12 has introduced a Packaging and Packaging Waste Regulation aimed at minimising packaging. The regulation has universal scope so it applies to e-commerce platforms from the UK as well.
Although this is an EU regulation it is clearly how most shippers will want to operate.Until July 2026 CN22 customs forms could be printed 4 to a page to match the 4 to a page Address labels.
CN22 is no longer available so you must use CN23. You can only print CN23 as a full A4 page or as 6x4 on a thermal printer. For anybody without a thermal printer this is not an option.
I currently ship win 10x10x2cm cardboard boxes which will not accept A4 labels.
Large labels require large packaging and to avoid excessive weight this is going to mean plastic bags, increasing both cost and environmental issues.
The EU from Aug…
3 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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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…
5 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.
60 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 -
Allow Channel Reference editing after cloning
We'd like to be able to edit the Channel Reference when an order has been cloned.
5 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 -
Refunds and Customs Duties
I had two orders where I had entered the details for sale to the US, and applied the postage. Both items were sent International Tracked and attracted US customs of £3.20 including the 50p handling fee.
However, after printing the labels, the customers decided to change their order, so I asked for a refund "Order placed by mistake".
I received the refund in due course, but NOT the US customs charge or handling fee.
There is no reason for that - Royal Mail should know that the packages were not posted and therefore not pay out the US customs or handling fee.
I had two orders where I had entered the details for sale to the US, and applied the postage. Both items were sent International Tracked and attracted US customs of £3.20 including the 50p handling fee.
However, after printing the labels, the customers decided to change their order, so I asked for a refund "Order placed by mistake".
I received the refund in due course, but NOT the US customs charge or handling fee.
There is no reason for that - Royal Mail should know that the packages were not posted and therefore not pay out the US customs or…
3 votes -
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 VATAt 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 -
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
3 votes -
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.
10 votes -
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 boundaries5 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…
2 votes -
Amazon rules.
Are Royal Mail , click and drop aware that click and drop 24 hours scanned is not good enough for Amazon. If the postman does not scan in the parcel then is it noted by Amazon and warnings are given to the seller. Accounts have been closed. There is not information on the click and drop help regarding this. Are we to leave click and drop and buy postage from Amazon. This is what Amazon want and Royal Mail seem to be sleeping on this one. Can you tell me what service i should use and what cost it is to me to satisfy Amazon and keep my account safe. Where do i get the price of services
Are Royal Mail , click and drop aware that click and drop 24 hours scanned is not good enough for Amazon. If the postman does not scan in the parcel then is it noted by Amazon and warnings are given to the seller. Accounts have been closed. There is not information on the click and drop help regarding this. Are we to leave click and drop and buy postage from Amazon. This is what Amazon want and Royal Mail seem to be sleeping on this one. Can you tell me what service i should use and what cost it is…
2 votes -
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.
2 votes -
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…
7 votes
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