General
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1 result found
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Add Integration for SquareUp
It would be great if Click and Drop could be integrated with the SquareUp selling platform as at the moment I would have to take orders via one platform and then manually log in to C&D and enter all the order information again by hand which is really time consuming and off putting.
13 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
415 results found
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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.
35 votes -
Allow WooCommerce Customer Order Status to Sync.
Please allow custom order statuses to sync to click & drop, not just "Processing" orders.
Lot's of WooCommerce users use custom order statuses to manage orders, having only the "Processing" orders sync, leaves us to manually enter a large chunk of orders.
An extra field in the settings page where you can write the slug of the extra order statuses would fix the issue, and allow us to continue using Click & Drop.
7 votes -
Bug report: Unable to legally buy postage to the USA for parcels worth more than £593 ($800)
There is a critical bug in the new system for buying PDDP to the USA through click & drop. When declaring a package value of more than £593, the form errors out and fails to submit. The only way to buy postage for a package worth more than this value would be to falsely declare a lower value, which would be fraudulent.
£593 is roughly $800, so I presume this bug is related to the threshold for the previous duty-free limit.
7 votes -
Add DDP for Large Letters to the USA
Add Large Letters with DDP for the USA please.
80% of my orders are Large Letters to the USA and today I had to send them as Parcels which has increased my shipping costs hugely.6 votes -
Get C&D working with Safari on earlier Macs again...
Until last week, C&D was working perfectly fine for eight years on our MacBook Air despatch computers with Safari and then an update from Royal Mail killed it. Royal Mail tech support advice is to buy newer laptops, which for a small business isn't going to happen. Developers should just do their jobs and make sure changes are backward compatible.
6 votes -
BUG: Cannot make payment
After cancelling a payment that it seems did not cancel properly, I cannot make any payment at all for which I assume is related to the previous payment not cancelling properly and am just shown the following error for 3 days:
An unexpected error occurred. Please wait a few moments and try again.4 votes -
Issue VAT receipts with email confirmation when not having an account
Provide VAT receipts in confirmation / label email
3 votes -
automatic refund for lost tracked post
If a tracked item is shown as not received after ages. Then obviously that item either hasn't reached the destination, or it hasn't been tracked as was paid for. So the cost of postage could be automatically refunded without the customer (who has already lost a sale) can at least get their postage costs back without filling out a massive form.
10 votes -
I'm getting regular 'unexpected problem' errors
I'm ending up with a lot of "Sorry, an unexpected problem occurred." when I try to print labels, or when the purchase is completed. They started to become regular occurance since the last update.
6 votes -
A lot of label print error
I get a lot of errors with "Sorry, an unexpected problem occurred." when trying to print labels.
3 votes -
Add Large Letters for USA
Now we can only send orders to the USA as Small Parcels!
This is costly, wastes excessive packaging for small items and not at all Eco Friendly. Not business friendly.
It's unbelievable that it's an option for over the counter customers but not for OBA customers3 votes -
new address book interface
As a neuro diverse person, i find change very hard. So to be faced with a new interface for adding and changing addresses in the address book without being warned was difficult.
A note on the login page (where you say new features are coming but not that this had been done) would have been very useful.
Or perhaps you should have had it as Beta, like other pages, so we can choose to go back if we wish.
I decided to really check it out before saying i didn't like it, i like to be fair.
At the moment there is only one thing that makes it worse than the old page, which considering your track record on changing things is pretty good going :-)
I filter addresses via my customer number when adding new addresses. So i will filter, for instance, numbers starting 3928 so that i get all the numbers from 39280 to 39289.
This seems to work the same as the old page but if you scroll down the page to look at the last one, for instance, you have to scroll right back up to the top to add a new one. The previous page had the "Add New Address" as a sticky nav header meaning you could be anywhere on the page and still get to it.
This may sound like a small thing, but it quickly became annoying during testing today.
As a neuro diverse person, i find change very hard. So to be faced with a new interface for adding and changing addresses in the address book without being warned was difficult.
A note on the login page (where you say new features are coming but not that this had been done) would have been very useful.
Or perhaps you should have had it as Beta, like other pages, so we can choose to go back if we wish.
I decided to really check it out before saying i didn't like it, i like to be fair.
At the moment…
1 voteThank you very much for your feedback.
An update will be made to the address book page so that the ''Add new address'' button is returned to the sticky header. This page will be updated once the change is live.
Regarding the reference being clickable: this is no longer a link due to accessibility adjustments, but you can still edit the entries by simply clicking anywhere else inside that row. So you do not necessarily have to click on the three dot menu, but you could click inside the Customer address, Shipping address or Billing address columns instead and this will open a tab to edit the address book entry. Hopefully this will make editing your address book entries a bit easier!
Kind regards,
Click & Drop Team
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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 SummaryBusiness 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.
- 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.
- 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.
- 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.
- 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.- 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 SummaryBusiness 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…
3 votes -
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.
3 votes -
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?
3 votes -
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 serviceHi,
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…
3 votes -
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 -
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 -
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…
4 votes -
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.
3 votes
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