Welcome to our UK Parcel services - User Guide - Royal Mail
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Access our Flexible delivery How Restricted Need
Welcome UK services
services options to send goods more help?
Welcome to our UK Parcel services
User Guide
Thank you for choosing Royal Mail. We’ve created this guide
to help you make the most of our UK Parcel services.
Inside you’ll find all the information you need to choose the
best product for every situation, including our flexible delivery
options. We also provide details on what is required to send
parcels with Royal Mail, including restricted items.
Contents page
This is a legally binding document forming part of the Agreement between you and Royal Mail.
1
Access our Flexible delivery How Restricted Need
Welcome UK services
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Contents
Our UK Parcel services......................................................................3 Click & Drop®................................................................................... 34-35
Our UK Parcel services at a glance...........................................................4 Despatch Manager Online............................................................... 36-37
Compare our UK services..........................................................................5 Shipping API and COSS................................................................... 38-39
Royal Mail Special Delivery Guaranteed............................................... 6-7 Third Party Integrators.................................................................... 40-41
Royal Mail Tracked 24® and 48..........................................................8-10 Labels.............................................................................................. 42-43
Royal Mail 24® and 48.................................................................... 11-12 Packaging requirements......................................................................... 44
1st and 2nd Class Account Parcels......................................................... 13 Preparing and despatching............................................................. 45-48
Royal Mail Special Delivery Guaranteed Returns®.......................... 14-15 Sorting............................................................................................. 49-52
Royal Mail Tracked Returns® 24 and 48......................................... 16-17 Restricted goods..................................................................................... 53
Restricted and prohibited goods............................................................ 54
How to access our services................................................... 18-19
Restricted goods that can be sent.......................................................... 55
Flexible delivery options............................................................... 20 Restricted goods requirements....................................................... 56-60
Local Collect®.................................................................................. 21-23 Restricted goods labels................................................................... 61-62
Safeplace – Tracked 24 and 48.............................................................. 24
Need more help?....................................................................... 63-64
Need a signature on delivery?............................................................... 25
Notifications..................................................................................... 26-31 Appendices......................................................................................... 65
Appendix A: Delivery Speeds........................................................... 65-66
How to send....................................................................................... 32
Appendix B: Forecasting.................................................................. 67-71
Parcel Shipping Solutions....................................................................... 33
Appendix C: Features and options of parcels products................... 72-73
2 UK parcel services
Access our Flexible delivery How Restricted Need
Welcome UK services
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Our UK Parcel services
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3
Access our Flexible delivery How Restricted Need
Welcome UK services
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Our UK Parcel services at a glance
Royal Mail Special Royal Mail Tracked Royal Mail Royal Mail
Delivery Guaranteed 24® and 48 24® and 48 Returns
by 9am® or 1pm
Tracked delivery allows Great value next Next day by 1pm with
Guaranteed next day timed your customers to day or two day Special Delivery Guaranteed
delivery for your urgent self-serve for extra delivery for your Returns or Tracked next
or valuable items. peace of mind. everyday parcels. day or two day Returns.
4 Compare our UK services
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Welcome UK services
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Compare our UK services
Guaranteed Tracked Standard Returns
By 9am or 1pm 24/48 delivery speeds 24/48 delivery speeds 24/48 return speeds
Online Tracking ✔ ✔ ✗ ✔
Signature ✔ ✔ ✔ ✔
(For an additional fee)† (For an additional fee) (Special Delivery Guaranteed Returns)
Customer SMS/Email ✔ ✔ ✗ ✗
Delivery Confirmation ✔ ✔ ✔ ✔
Timed Delivery ✔ ✗ ✗ ✔
(Special Delivery Guaranteed Returns)
Management Information ✔ ✔ ✗ ✔
£100 Tracked*
Inclusive Compensation £750 £100 ✗ £750 Guaranteed
Enhanced compensation ✔
available ✔ ✗ ✗ (Special Delivery Guaranteed Returns)
Max. 30kg (Tracked Returns 24 and 48)*
Max. 2kg (9am) Max. 20kg (Royal Mail 24®)
Weight Max. 30kg Max. 10kg (Special Delivery
Max. 10kg (1pm) Max. 2kg (Royal Mail 48®)
Guaranteed Returns)
Size Up to 61cm x 46cm x 46cm** Up to 61cm x 46cm x 46cm** Up to 61cm x 46cm x 46cm** Up to 61cm x 46cm x 46cm**
*Product codes TSS and TSN only. Older Tracked Returns product variants PT1 and PT2 offer up to £50 compensation and PT2 is limited to 5kg.
**For tube-shaped items, the length of the item plus twice the diameter must not exceed 104cm, with the greatest dimension being no more than 90cm.
†Safe place option not available where you have chosen signature capture.
5 Special Delivery Guaranteed
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Special Delivery Guaranteed ®
Providing a guaranteed next day service for the delivery of your urgent or valuable items.
Overview Benefits
This product provides full tracking, You can trust Special Delivery Guaranteed
compensation and proof of delivery with to deliver your valuable or urgent items
the option to request Saturday delivery when they just have to be there.
for an additional fee.
Inclusive £750 compensation with
This product is available with a choice money back guarantee if we don’t
of guaranteed delivery times i.e. by 9am deliver on time.
or 1pm on the next working day and
you also have the option of purchasing
additional compensation with
this product.
Next day delivery is not always
operationally possible on a Saturday,
but you can purchase guaranteed
Saturday delivery for an additional fee.*
There are some postcode areas where we cannot guarantee delivery by 9am or 1pm, these are exempt from any claims for refunds. See royalmail.com for details.
* If you have chosen this product, all items despatched to us on a Friday will be deemed to require a Saturday guaranteed delivery.
6 Features and options
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Special Delivery Guaranteed ®
Features and options
Royal Mail Special Delivery The 9am and 1pm service
Guaranteed by 9am® and by 1pm provide £750 inclusive
offer timed delivery next day with SMS and email notifications compensation. This can be
inclusive tracking and signature are included, telling recipients enhanced up to £2,500 and
on delivery. You can track the their item is on its way. consequential loss coverage of
status of items sent at up to £10,000 is available too.
royalmail.com/track-your-item
7 Tracked
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked 24 and 48 ®
UK-wide delivery services with online tracking, so you and your customers can keep tabs on your parcel’s progress.
Overview Benefits
You can now track your parcels from the Once shoppers have placed an order they
point that they are despatched through to can self-serve to see the progress of their
delivery at your customer’s doorstep with delivery, so there’s no need for them to
Royal Mail Tracked 24® and Royal Mail call you for an update – saving you time
Tracked 48®. and money.
Your customers will receive a text or Increase your first time delivery rates by
email notification on the day of delivery, letting customers request an alternative
so they’ll know their parcel is on its way. delivery location such as a safe place
or neighbour.
74% of shoppers feel more confident ordering online when they’re able
to track their delivery, making them more likely to click ‘buy’.*
8 *Delivery Matters UK. Trinity McQueen 2016. Features and options
Access our Flexible delivery How Restricted Need
Welcome UK services
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked 24 and 48 ®
Features and options
For peace of mind, you can opt for a signature
Tracked 24 and 48 aim to deliver the next
on delivery and all tracked products provide
working day and within 2-3 days respectively.
up to £100 compensation as standard.
These services can be followed from sending We automatically deliver to neighbours
to delivery, supported by online reporting. when recipients aren’t home but you can
You can track the status of items sent using our also pass on your customer’s suggested
tracked products at royalmail.com/track-your-item safe place to leave items if they’re not in.
With inclusive SMS and email notifications
Local Collect® is also free of charge
and tracking, recipients can self-serve
with Royal Mail Tracked services.
to stay up to date each step of the way.
9 Continued
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked 24 and 48 ®
We know that getting parcels into the hands of your customers quickly can make all the difference,
so why not take advantage of the flexible delivery options and pro-active SMS and email notifications?
Pre-advice sent Arrives at first Arrives in Arrives at local Out for delivery Delivery
processing site delivery region Delivery Office
ready for delivery
67% of online shoppers say they would track every item if the service was available.*
10 *Delivery Matters UK. Trinity McQueen 2016. StandardAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail 24 and Royal Mail 48 ® ®
Our standard products are ideal for sending low value parcels to your customers.
Overview Benefits
Free online Delivery Confirmation is If you send high volumes or pre-sort
now available for customers who your parcels, price rewards are available
have barcoded their parcels. to save you money when sending low
value items.
If you can pre-sort your parcels in line
with our instructions you may be
eligible for a discount. Details of this
discount will be set out in your price
confirmation letter.
We deliver a billion parcels per year and remain the most trusted delivery company for online shoppers year on year.*
11 *Delivery Matters UK. Trinity McQueen 2016. Features and optionsAccess our Flexible delivery How Restricted Need
Welcome UK services
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail 24 and Royal Mail 48 ® ®
Features and options
Royal Mail 24® and 48 aim to deliver the next Delivery confirmation:
working day and within 2-3 days respectively.
You can find out when your customer’s parcel was delivered by
entering a unique parcel ID number online at royalmail.com/confirmed.
You can reduce fraud and meet new marketplace seller standards for
For an additional fee you can request a signature ‘on-time’ shipping to protect your seller rating.
on delivery.
You can let customers know if their parcel has been delivered to their
address or a neighbour or is awaiting collection at their Customer
Service Point.
These services offer great everyday value for money
and if you are barcode ready they now include free For tracking, compensation and notifications you can consider Tracked
online Delivery Confirmation. and Special Delivery Guaranteed.
Rural shoppers are more likely to abandon a cart online because they are unhappy with delivery charges. Royal Mail charges
the same price to deliver to 29 million addresses all over the UK, so there are no hidden costs when delivering to remote areas.*
12 *Delivery Matters UK. Trinity McQueen 2016. 1st and 2nd Class parcelsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
1st and 2nd Class Account Parcels
For customers who do not meet the minimum sending criteria (1000 parcels per annum).
There are no The maximum weights Separate your items This service can be accessed
minimum entry levels. are 20kg on both classes. by class, 1st and 2nd. through OBA and Click & Drop®.
Click the links below to visit our website for more information
1st Class parcels 2nd Class parcels
13 ReturnsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Special Delivery Guaranteed Returns ®
Providing a guaranteed next day service for the return of urgent or valuable items.
Overview Benefits
It provides full tracking, compensation Special Delivery Guaranteed Returns
and proof of delivery with the option offer you the same peace of mind as
to choose Saturday delivery for an our outbound services, so your
additional fee. valuable items are always secure.
Our returns service is only available with
the guaranteed delivery time of 1pm.
14 Features and optionsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Special Delivery Guaranteed Returns ®
Features and options
Special Delivery Guaranteed Items are tracked from sending at Special Delivery Guaranteed Returns by
Returns by 1pm offer over 11,500 Post Office® branches 1pm has £750 inclusive compensation.
guaranteed delivery next day - back to you, including a signature This can be enhanced up to £2,500 and
with a money-back guarantee. on delivery as standard. consequential loss coverage of up to
£10,000 is available too.
15 Tracked ReturnsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked Returns 24 and 48 ®
Making it easy for customers to return or exchange items.
Overview Benefits
You can provide your customers with A good returns policy helps you attract
labels that enable them to return items business and encourage repeat orders.
via the 11,500 Post Office® branches
Keep tabs on your items being returned
nationwide free of charge.
through your online reporting tool, which
We offer you and your customers end to will trigger a refund or replacement order
end tracking online, just as we do with and let you update your stock in real time.
Royal Mail Tracked delivery services. You can track the status of items sent at
royalmail.com/track-your-item
We also provide further reporting and
management information regarding the Up to £100 inclusive compensation.
delivery of your items online for you to
view on-demand.
16 Features and optionsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked Returns 24 and 48 ®
Features and options
Tracked Returns 24 These services can be All tracked services With 11,500 Post Office® You can offer your
and 48 aim to deliver tracked from drop off to offer up to £100 branches to choose from, customers free returns by
the next working delivery, supported by compensation it’s easy for customers to including a unique barcoded
day and within 2-3 online reporting. as standard. return their items returns label in every parcel,
days respectively. with Royal Mail. or letting them print their
own label from our online
Returns portal.
You must submit to us return
13% of online shoppers said they did not click through to pay for
an order because they were unhappy with the returns policy.*
address labels for design and
layout approval before you
pay for printing.
17 *Delivery Matters UK. Trinity McQueen 2016. How to access our servicesAccess our Flexible delivery How Restricted Need
Welcome UK services
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How to access
our services
View
18Access our Flexible delivery How Restricted Need
Welcome UK services
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How to access our services
Royal Mail Special Delivery Guaranteed Royal Mail Special Delivery Guaranteed
by 9am® or 1pm Returns by 1pm®
These products are available to Special Delivery These products are available to Special Delivery
Guaranteed account holders (i.e. sending a minimum Guaranteed account holders (i.e. sending a
volume of 1 item per year, but special rates are minimum volume of 1 item per year, but special rates
available when sending 5,000 items per annum). are available when sending 5,000 items per year).
Contact your Account Manager for more details. Contact your Account Manager for more details.
Royal Mail Tracked 24® and 48 Royal Mail Tracked Returns® 24 and 48
To offer your customers Royal Mail Tracked 24® and 48 To access Royal Mail Tracked 24® and 48 you
you need to send 1,000 items per annum, per site. You need to send 1,000 items per annum, per
can combine volumes to meet this threshold across site. You can combine volumes to meet this
Tracked 24 and 48, Tracked Returns 24 and 48 and all threshold across Tracked 24 and 48, Tracked
of the International Tracking and Signature services. Returns 24 and 48 and all of our International
Tracking and Signature services.
Royal Mail 24® and 48
To access Royal Mail 24® and 48 you need to send
1,000 items per annum, per site.
19 Flexible delivery optionsAccess our Flexible delivery How Restricted Need
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Flexible delivery options
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20Access our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Local Collect ®
Your customers want to be able to collect their All the customer needs to do is collect their parcel from
deliveries when it suits them. the selected Post Office® branch or Customer Service
Point (Enquiry Office) with an acceptable form of ID
With Local Collect® they can choose to pick up their
and, if the parcel is sent via a tracked service, the parcel
items at a convenient local Post Office® or Royal
tracking number.
Mail Customer Service Point (Enquiry Office).
And of course they won’t be charged for the collection.
This service is available for Special Delivery
The Post Office® or Customer Service Point (Enquiry
Guaranteed by 9am and Special Delivery Guaranteed
Office) will hold on to the parcel for up to 18 days.
by 1pm, Royal Mail Tracked 24® and Royal Mail
Tracked 48®.
If you choose to use the service in conjunction with
Royal Mail Tracked, Royal Mail will also make it as easy
as possible for you to set up and manage your use of the
Local Collect® is not just convenient for your Local Collect® service.
customers; it also reassures them you’ve made
We will provide you with the ability via an API (Application
delivery of their items and their needs a priority.
Programme Interface) or Local Collect® Widget to access
If you use a tracked service, we will also inform the a database of Post Office® branches or Customer Service
customer via SMS or email when their parcel has Points (Enquiry Office) which you can integrate with
arrived at the Post Office® or Customer Service Point your website, allowing your customers to choose a Post
(Enquiry Office) and is ready for collection. Office® branch or Customer Service Point (Enquiry Office)
convenient to them when placing an order with you.
21 How to setupAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Local Collect ®
Setup
Start by contacting your Royal Mail Account Manager or Customer
Services on 08457 950 950 to set up the Local Collect service.
We provide you with the following:
Access to a database of Post Office® branch and CSP (Enquiry Office)
address details including opening and closing times via the API
(Application Programme Interface).
Label design specifications for using Local Collect® with Royal
Mail Tracked and Special Delivery Guaranteed services.
Local Collect® branded labels for use with non-tracked Royal
Mail services.
All you have to do is take the order as normal from your customer, but
with the addition of handy delivery options – their home address or a
Local Collect® location that they specify.
22 ContinuedAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Local Collect ®
When your customer selects the Local Collect® option and Royal Mail will support you through your development and
indicates which Post Office® branch or CSP (Enquiry Office) integration of the API (Application Programme Interface).
they want the parcel delivered to, you need to:
Find out more
Put the Post Office® branch address (or enquiry office address) on
the parcel together with the name of the customer in line with the
specifications that we provide you. If we agree to provide you with this service you must comply
Apply a Local Collect® label (LC004) on parcels despatched using with the requirements set out in the Local Collect® Terms and
a non-tracked Royal Mail service (where applicable). Conditions. We will handle all Local Collect® Business items
in line with such Terms and Conditions.
Despatch the Local Collect® parcels with your other parcels.
They then travel through the normal Royal Mail network, and the Terms & Conditions
Local Collect® parcels will be delivered to the Post Office® branch
or Enquiry Office as addressed on the parcel.
When used with Royal Mail Tracked and Special Delivery
Guaranteed services, you must provide additional information to of all online shoppers surveyed would
us electronically at the time of despatch. We will then send your
customer an SMS and/or email confirmation when the parcel is 51% be more likely to use a retailer offering
Post Office® collection vs. 44% in 2015.*
delivered to the Post Office® branch or Enquiry Office.
23 *Delivery Matters UK. Trinity McQueen 2016. SafeplaceAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Safeplace – Tracked 24 and 48
This is an additional delivery option available with Royal Mail Regardless of the options above, we always start by attempting to deliver
Tracked 24® and Royal Mail Tracked 48® products only, allowing as normal. If nobody is at home and the item won’t fit through their
your customers to nominate a safe place for us to leave their items letterbox, we will then carry out the Safeplace instructions and post
when they aren’t at home. Only mail items which do not fit through a card through the door to advise them accordingly.
a letterbox and which do not require a signature may be delivered
If you take advantage of SMS and email notifications, we’ll also send
using Royal Mail Safeplace.**
them a message advising them that the item has been left in their
If you’d like to take advantage of this option, you need to get your customer nominated Safeplace.
to provide their nominated location. They can specify the following which
In a minority of cases we won’t be able to follow the instruction.
you’ll need to add to the special instruction section of the label:
These could include:
If it would be dangerous for us to access the nominated point.
A specific secure area at their property – If the nominated point is clearly insecure, such as an easily
this cannot simply state ‘a safe place’ or similar.* viewed doorstep.
If the parcel would be exposed to bad weather.
In these cases we will return the item to the local office for safekeeping
A specific neighbour. We do deliver to neighbours as
and will still leave a ‘Something for you’ delivery card pending the
standard but if they have a suggested neighbour, we
recipient’s instructions. They can then either collect the item or arrange
can try this first. This should be within 2 doors either
for it to be redelivered free of charge, or have it delivered to their local
side or opposite.
Post Office® branch for a small fee.
* If we agree to provide you with the Safeplace option you must comply with the requirements set out in the Specific Terms for Parcels.
24 Safeplace is not available in conjunction with signature on delivery options. Need a signature?
** Mail items that do not fit through a letter box are items which are generally larger than 250mm by 38mm.Access our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Need a signature on delivery?
Royal Mail Special Delivery Royal Mail Tracked includes the Royal Mail 24® and 48 offer a Confirmation
Guaranteed offers a signature option of a signature on delivery of Delivery which is available to view online.
on delivery and inclusive and provides up to £100 A Signed For option can be added for an
compensation up to £750. inclusive compensation. additional fee to give the reassurance that
the item has been delivered. These services
provide no compensation.
25 NotificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Notifications
With Royal Mail Tracked and Special Delivery Guaranteed we offer Royal Mail Tracked:
free SMS and email notifications to keep shoppers informed of
when they can expect their delivery. When using Royal Mail Tracked services:
You will need to capture the recipient’s mobile number and/or email The first message is sent when the parcel is scanned at the Delivery
address and include this in the pre-advice that you provide to us. Office to inform the recipient that Royal Mail will attempt to deliver
the parcel that day.
Special Delivery Guaranteed: A second message is sent when delivery is attempted to inform the
When using Special Delivery Guaranteed services: recipient whether we have been able to deliver. If we were unable to
deliver the message will advise the recipient to see the ‘Something
On receipt of pre-advice your customers will receive an for you’ card to arrange collection or re-delivery.
SMS and/or email message to inform them that the item
is due to be handed to us for delivery the next working day. If the parcel remains uncollected, a further message is sent to remind
them that we are holding it, 2 days before being returned to you.
Notifications are only available to DMO, Click & Drop® If after this time it’s still not collected, another message is sent to
and COSS (Customer Own System Solution) customers. say that we’ve returned the parcel to the sender.
26 Tracked notificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Tracked notifications
SMS Content:
uccessfully delivered: Royal Mail delivered your item
S
AB123456789GB from SENDER’S NAME today, Dear Customer,
Royal Mail will attempt 01/04/17, to you or one of your neighbours.
Royal Mail has received your item AB123456789GB from SENDER’S NAME
to deliver your item
at (Local – specific to recipient) Delivery Office and we’ll attempt to deliver it
AB123456789GB from uccessfully delivered to your Safeplace: Royal Mail has
S
today, 1st April unless we have alternative arrangements with you.
SENDER’S NAME delivered your item AB123456789GB from SENDER’S
today. For tracking NAME to your nominated Safeplace today, 01/04/17. Alternative arrangements would include the Keepsafe service where we store
please visit royalmail. your mail whilst you’re away or the Redirection service to move mail to your
com/track-your-item
Successfully delivered to (Local Collect Business): Royal Mail new address.
delivered your item AB123456789GB on 01/04/17 from For tracking & queries click here
SENDER’S NAME to your nominated collection point and
it’s now ready to collect. Regards,
Royal Mail
Unable to deliver and are holding your item: Royal Mail Automated message, please do not reply.
was unable to deliver your item AB123456789GB today,
01/04/17. You can collect from the next working day using
the ‘Something for you’ card we left.
We are still waiting your instructions: Royal Mail still has
your item AB123456789GB. Please see the card we left for
We will deliver today details or it will be returned to SENDER’S NAME in 2 days.
We have returned the item to the sender: Royal Mail has
now returned your item AB123456789GB to SENDER’S We will deliver today
NAME. Please contact the sender for any further queries.
27 Tracked email notificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Tracked notifications
Dear Customer,
Royal Mail has delivered your item AB123456789GB from SENDER’S NAME Dear Customer,
today, 1st April.
Royal Mail has delivered your item AB123456789GB from SENDER’S NAME
The delivery will have been made to your address or to one of your to your nominated Safeplace today, 1st April.
neighbours. If your item was delivered to a neighbour, we’ll have left a card at
your address to tell you which one it’s with. For tracking & queries click here
For tracking & queries click here Regards,
Royal Mail
Regards,
Royal Mail We value your feedback. Please let us know about your delivery experience
by answering a few questions at royalmail.com/delivery-feedback
We value your feedback. Please let us know about your delivery experience by
Automated message, please do not reply.
answering a few questions at royalmail.com/delivery-feedback
Automated message, please do not reply.
Successfully delivered Successfully delivered to your Safeplace
28 More email notificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Tracked notifications
Dear Customer, Dear Customer,
Royal Mail has delivered your item AB123456789GB from SENDER’S NAME to your Royal Mail was unable to deliver your item AB123456789GB from
nominated collection point today, 1st April and it’s now ready for you to collect. SENDER’S NAME today, 1st April.
Your nominated collection point was selected at the point of order. This was a You can arrange a Redelivery by going to royalmail.com/redelivery.
Post Office® branch or Royal Mail Customer Service Point. Alternatively, you can collect your item from the next working day at
Don’t forget to take your ID to collect the item (click here for information about your local Royal Mail Customer Service Point.
what we can accept). To collect, you’ll need to bring the ‘Something for you’ card that we left.
For tracking & queries click here Don’t forget to take your ID to collect the item (click here for information
about what we can accept).
Regards,
Royal Mail For tracking & queries click here
We value your feedback. Please let us know about your delivery experience by Thank you,
answering a few questions at royalmail.com/delivery-feedback Royal Mail
Automated message, please do not reply.
Automated message, please do not reply.
Successfully delivered to (Local Collect Business) Unable to deliver and are holding your item
29 More email notificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Tracked notifications
Dear Customer,
Dear Customer,
Royal Mail still has your item AB123456789GB from SENDER’S NAME.
It’s due to be returned to the sender in two days. Royal Mail has now returned your item AB123456789GB to the sender,
SENDER’S NAME.
You can still collect the item using the ‘Something for you’ card that we left.
Don’t forget to take your ID to collect the item (click here for information Please contact the sender for any further queries.
about what we can accept).
For tracking & queries click here
For tracking & queries click here
Regards,
Thank you, Royal Mail
Royal Mail Automated message, please do not reply.
Automated message, please do not reply.
We are still waiting your instructions We have returned the item to the sender
30 Special Delivery Guaranteed notificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Special Delivery Guaranteed notifications
Subject line: Your Royal Mail Special Delivery Guaranteed item
is on its way.
Dear RECIPIENT’S NAME,
Dear RECIPIENT’S
NAME. Royal Mail has been notified that Special Delivery Guaranteed
Your package XXXX item XXXX from SENDER’S NAME to you will be posted into
from SENDER’S NAME the Royal Mail network for delivery on the next working day
will be delivered by (exceptions apply) to delivery postcode XXXX.
Royal Mail to Please visit www.royalmail.com for more information. To
postcode XXXX. track your parcel go to www.royalmail.com/track-your-item
(enter the item number when prompted on the web site).
This is an automated message, please do not reply.
SMS pre-advice notification Email pre-advice notification
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View
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Despatch solutions Labels Packaging Preparing and despatching Sorting
Parcel shipping solutions
Free Royal Mail Shipping Solutions What if I prefer to use my own despatch management
Royal Mail has a range of Parcel Shipping Solutions, system or a Third Party Integrator?
offered for free, which streamline your order
You can use alternative systems either through a software supplier or even by developing
management, fulfilment and despatch processes. All our
your own solution to print barcoded labels, paper collection manifests and electronic
solutions produce 2D barcoded labels and automate billing
pre-advice files to send to Royal Mail.
and generation of pre-advice. We offer simple web-based
options, as well as API solutions, to give you instant If you choose to use your own systems to do this you will need to follow the guidance set
access to our latest UK and International parcel services. out in the Royal Mail COSS specification documentation: both to comply with the relevant
technical specifications and to comply with software updates as instructed by us.
Click & Drop® View Your Account Manager or Customer Services Advisor will be able to arrange for an IT
Solutions Consultant to contact you to share the requirements, including our label design
guidelines and our printing and design requirements. They’ll then work with you to ensure
Despatch Manager Online
View that each element of the solution is approved before you post.
and NetDespatch
Daily pre-advice files for example are necessary in order for us to unlock the features of
some of our products, such as recipient notifications and your personal reporting. We also
Shipping API and COSS View need this to ensure that our operation can not only accept your items, but process and
deliver them effectively.
Whether you use your own despatch management system or ours, you must submit a
Third Party Integrators View
number of sample printed labels for our approval before handing over your first posting.
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Click & Drop ®
Benefits
Gives free Delivery Confirmation on all barcoded parcels
Integrates with your online marketplaces and website.
to help meet new marketplaces seller standards.
6x4 barcoded labels can be printed as part of an
Provides individual and batch printing of barcoded labels
integrated pick and pack despatch note. If customers
for our UK and International contract and retail services
are just printing address labels they can use 6x4 stock
including Tracked and Standard.
supplied by Royal Mail for free.
Lets you import CSV file templates and these only need Automated end of day submissions to Royal Mail
to be mapped once. and printing of collection paperwork.
Checks delivery postcode to improve first time Hand parcels over as part of a regular collection or
delivery success. drop off at any one of 11,500 Post Office® branches.
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Click & Drop ®
What makes Click & Drop® different
Our simplest solution, designed for marketplace sellers.
You can pay for products with credit/debit, or PayPal account and OBA.
Offers a simple direct interface into Amazon and eBay.
Updates Amazon and eBay with tracking details when items have been
despatched, including standard tracking references.
Easy to create shipping rules that automatically assign the Royal Mail
service a customer has ordered.
Allows you to build a product catalogue so you only need to enter the
dimensions and weight of the product you are selling once, and when
used with shipping rules supports a one-click print label. Visit parcel.royalmail.com to get started right away.
Get started >
Click and Drop® enables you to offer delivery with Royal Mail Tracked, which provides real time information so shoppers can self-serve.
This helps you meet new marketplace standards and improve your customer service.
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Despatch Manager Online
Customers who typically send up to 10,000 parcels per week and want a web-based solution with a simple set up.
Benefits
Free label stock for thermal printers.
Simply login to DMO online and print labels using a thermal or
standard printer.
Allows multiple CSV templates to be stored and mapped once for
Checks delivery postcode to improve first
simple upload. Or connect DMO with a shopping cart to import orders
time delivery success.
automatically. Orders can be manually or batch imported from an
existing order system.
Reporting function enables customers to view
and download standard reports on shipping history
Provides easy printing of barcoded postage labels for all and user activity.
our UK and International Standard and Tracked services.
Gives free Delivery Confirmation on Standard parcels.
Allows you to produce an integrated pick and pack
despatch note and a returns label for each order.
Provides automated end of day submissions
to Royal Mail and prints collection paperwork.
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Despatch Manager Online
What makes Despatch Manager Online different?
Royal Mail Tracked Returns® are available with DMO but not with
Click & Drop®.
DMO provides customers with reporting on their shipping activity.
DMO allows more bespoke connections with your other systems.
How is NetDespatch different to Despatch
Manager Online?
In some cases NetDespatch will offer a better fit for your business
than DMO. Royal Mail acquired NetDespatch as a standalone company
in 2015 to offer customers a choice of Shipping Solutions.
Some customers choose NetDespatch because its ‘plug in’ technology
is more suited to tailored integration and more compatible with their
website java. It integrates barcoded label creation with existing order
management or warehouse systems and it’s particularly good for
customers with high Tracked volumes.
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Shipping API and COSS
Customers who want to integrate a Shipping Solution in a way that suits them.
Benefits Both provide the flexibility to create standard 6x4 thermal
labels or bespoke labels to fit with the customer’s
Shipping API - Customers who have web services integration experience
stationery and support their warehousing process.
and the knowledge required to implement an API. Our Shipping API
supports a fully automated solution from order placement to barcoded
Process orders easily by integrating the production
label generation.
of shipping labels with order processing and
COSS – Customers who send a large volume of parcels and want warehouse management.
more control over their barcoded labels and despatch processes. The
customer’s IT team takes total ownership of the solution to create a
bespoke despatch solution. Provides automated end of day submissions
to Royal Mail and prints collection paperwork.
Creates an automatic manifest – so customers
Use Shipping API to manage the barcode allocation.
can keep tabs on their deliveries.
Shipping API can be up and running within 2 weeks
Gives free Delivery Confirmation on Standard parcels. subject to customer IT commitments. A bespoke
COSS solution can be completed within 8-10 weeks.
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Shipping API and COSS
How is Shipping API different to DMO?
Allows you to fully integrate your Shipping Solution into your order
processing and warehouse management processes using the latest
API technology.
Keeps development costs and future maintenance to a minimum.
How is COSS different to API?
Gives you total control over your Shipping Solution, running in
an off-line mode.
Also provides the ability to customise shipping labels to suit
internal requirements.
COSS does require you to manage future developments,
maintenance and support.
With total control comes greater responsibility. You need to meet the label specifications so that we’re able to scan and process your
items. If we can’t do this then we’ll have to return the items to you to re-label and resubmit them, adding delays to your services.
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Third Party Integrators
Customers who are already using Third Party software as part of their existing e-commerce process.
Benefits
There are different types of Third Party Integrators that offer
carrier integration for customers who don’t want a Royal Mail
Shipping Solution.
Despatch through a selection of carriers to
Multi-channel platforms to connect to marketplaces.
produce barcoded delivery and return labels.
Integration with digital marketing channels,
Shopfront setup for startups.
shopping comparison and social media sites.
End-to-end e-commerce solutions. Outsourcing solutions including warehousing and fulfilment.
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Third Party Integrators
How is a Third Party solution different to our
Parcel Shipping Solutions?
Third Party Integrators typically charge to produce barcoded labels
for deliveries and returns.
Some Third Party Integrators offer customers a range of carriers.
Some Third Party Integrators offer Shipping Solutions as part of a
larger software package.
There are lots of Third Party Integrators to choose from. But not all of them are ready to offer 2D barcoding for your Royal Mail parcels
– so start with the ones that are ready now.
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Labels
Help your parcels get quickly and reliably delivered by printing good quality barcoded labels on a thermal printer.
What we offer We may provide you with barcodes and if we do you must use one of these barcodes on
each item that you post. You must use each barcode for one item only. Your reproduction
Royal Mail can supply paper labels for all of its barcoded and use of such barcodes must comply with our barcoded services guide.
domestic delivery and return solutions.
Tracking reference number Service and
– eye readable version of the speed indicators
What isn’t available 1D barcode, just in case – so that we can easily
identify the service
Royal Mail will not provide the paper labels for non-barcoded 1D and 2D barcodes and handle your
items as this is no longer a recognised solution. – necessary for items appropriately
all tracking
Return address
You can print your own Special Instructions – to ensure any items not
delivered or collected
– can include details of
If you choose to do this your labels will need to be produced a neighbour who’s can get back to you
normally home when
by recognised software. You can get confirmation of this via
recipients aren’t, or
your Account Manager or Customer Services Advisor. Customer reference area
Safeplace instructions
– a good spot for your order
All of the domestic and International label designs are available number in case your internal
from the IT Solutions Consultant. Your Account Manager or processes need this or your
customer has any queries
Customer Services Advisor will arrange this for you.
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Label printing
We recommend printing your labels on a If we arrange for our supplier to provide
thermal printer for better quality print. you with a printer we will provide you with
a copy of the terms and conditions that will
We can arrange a suitable thermal label
apply to your purchase.
printer to be supplied to you.
Contact your Royal Mail Account Manager or
call Customer Services on 08457 950 950
if you wish to purchase a printer.
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Packaging requirements
Packaging your items appropriately is really important to make sure your All products require:
parcels don’t get damaged during the despatch process.
A barcode on each item.
We want to deliver your items as effectively and efficiently as possible.
The correct destination address.
Document wallets, tape, string or strapping shouldn’t be used (unless
this has been specifically agreed with us in advance) as many items go A UK returns address. Without a UK returns address we may not
through our sorting machines. process the item, we may return it to you or you may be required
to collect it from us at your own cost.
Ensure that we can scan and understand everything you send with
us by applying labels: Must be accompanied by a complete sales order/posting cheque.
Without damage Presentation in separate containers labelled by product (sealed or
unsealed) – this is to ensure that your items are handled by the right
With clear, legible details part of the network and in the right way.
On a flat surface with no creases or folds (if your items are small, For returns services, you need to abide by the guidance above so that we
ensure that the barcodes and address information isn’t wrapped can handle your items properly and share the tracking information with
around edges). you. Advising your customers accordingly when providing them with
returns labels will ensure that they’re accepted at Post Office® branches.
How to package >
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Preparing and despatching
Below is a checklist table of despatch requirements for all of our parcel products.
Despatch requirements Royal Mail 24/48 Tracked 24 and 48 Special Delivery Guaranteed
Separate by product ✔ ✔ ✔
Separate by service speed (24/48) ✔ ✔ ✗
Separate items by format ✔ ✗ ✗
Place items by delivery speed into separate containers ✔ ✔ ✗
Weigh each item ✗ ✗ ✔
Count items and weigh consignment ✔ ✗ ✗
Seal bags ✗ ✗ ✔
Complete despatch book
✗ ✔ ✔
Ensure that your posting contains only parcels and large letters.
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Preparing and despatching
In some cases each product may have a range of different processes
when sending parcels using each service. These are outlined below:
Royal Mail 24® and Royal Mail 48®
Divide by speed (24/48). Label your bags and containers, ticking
the relevant content box to indicate large
Sorting information letters or parcel.
Complete an OBA sales order. If you use a
Establish the average weight of each
Royal Mail Parcel Shipping Solution this is
format of posting and delivery speed
automated within your normal end of
(Daily Rate only).
day processes.
You will need to separate bags/containers
Hand over the completed confirmed
for each format and class of mail. Count
Sales Order to the collection driver.
items and separate Royal Mail 24® and
Royal Mail 48® mail and large letters and
parcels. If you don’t separate your large
letters you will pay parcel rates for
these items.
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Preparing and despatching
Royal Mail Tracked 24® and Royal Mail Tracked 48®
Correctly address the parcels – i.e. be provided by Royal Mail. If you send
provide a full postal address and high volumes, we may agree for you
postcode. Your address database must to loose-load into vehicles in advance
be cleansed and maintained to achieve a of posting.
minimum of 95% accuracy of the current
Provide a pre-advice file to Royal Mail
Postal Address File (PAF).
prior to the last shipment collection.
Divide by speed (24/48). We need to be
Prepare a ‘Collection Manifest’ document
able to identify the next day products in
from the despatch management system
order to process them straight away;
and, if using DMO, an ‘OBA order
otherwise they may be treated as
summary report’ printed from Royal
economy services.
Mail’s OBA system. If you use your own
Load into the correct agreed equipment solution, you will have agreed a format
(e.g. bags and sleeved Yorks supplied for this with your IT Solution Consultant.
by us).
Hand over to the collection driver – items
Affix appropriate Tracked 24 or Tracked are not permitted for handover at Post
48 bag labels tied onto the bags or cards Office® branches.
placed in the slot of the York. These will
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Special Delivery Guaranteed By 9am and
Special Delivery Guaranteed by 1pm
Special Delivery items must be contained The shipment must be accompanied by
within a sealed pouch or bag, and kept the ‘Collection Manifest’ document from
separate from other collection traffic. the despatch management system and,
if using Royal Mail DMO, an ‘OBA order
The number of pouches/bags being
summary report’ printed from Royal
collected must correspond with the
Mail’s OBA system.
entry made on their Collection List.
The Collection Driver will then sign the
documentation to acknowledge receipt
and provide proof of posting.
If the mail is presented with an OBA Sales
Order, a printed version of the Despatch
Document must also be provided.
If the mail is presented with a Posting
Cheque then the blue copy from the
Special Delivery receipt book should
also be provided.
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Sorting
Royal Mail 24® and Royal Mail 48®
If you are a Royal Mail 24® or Royal Mail 48® customer, we may have
agreed with you to sort your items into selections. If we do so, you must
sort your items in line with the instructions provided to you by your local
Mail Centre.
There are 2 sorting options available:
Sort8 (where items are sorted into 8 or less selections, with a
minimum of 250 items a day, per service per format, per posting site.)
Presorted (where items are sorted into more than 8 selections, with
1,000 items per day, per service, per format, per posting site).
Benefits
By sorting items yourself they will be dealt with quicker and you could
also earn a discount on the Royal Mail 24® and Royal Mail 48® price.
The benefits of sorting for each sorting option (“Presorted” and “Sort8”)
are set out on the next page.
49 ContinuedYou can also read
