User Guide - Welcome to our UK Parcel services

User Guide - Welcome to our UK Parcel services
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
User Guide - Welcome to our UK Parcel services
Access our              Flexible delivery                  How                            Restricted                   Need
                        Welcome                      UK services
                                                                                       services                options                            to send                        goods                        more help?




    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
User Guide - Welcome to our UK Parcel services
Access our   Flexible delivery   How       Restricted   Need
            Welcome   UK services
                                    services     options             to send   goods        more help?




    Our UK Parcel services
     View




3
User Guide - Welcome to our UK Parcel services
Access our        Flexible delivery       How                   Restricted           Need
                    Welcome         UK services
                                                              services          options                 to send               goods                more help?


    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
User Guide - Welcome to our UK Parcel services
Access our                   Flexible delivery                  How                       Restricted                Need
                         Welcome                       UK services
                                                                                          services                     options                            to send                   goods                     more help?


    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
User Guide - Welcome to our UK Parcel services
Access our                  Flexible delivery                   How                     Restricted          Need
                         Welcome                       UK services
                                                                                          services                    options                             to send                 goods               more help?


    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
User Guide - Welcome to our UK Parcel services
Access our         Flexible delivery       How                   Restricted           Need
                    Welcome              UK services
                                                                  services           options                 to send               goods                more help?


    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
User Guide - Welcome to our UK Parcel services
Access our           Flexible delivery          How                  Restricted            Need
                     Welcome                        UK services
                                                                            services             options                    to send              goods                 more help?


    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
User Guide - Welcome to our UK Parcel services
Access our        Flexible delivery   How                     Restricted             Need
                    Welcome                UK services
                                                                      services          options             to send                 goods                  more help?


    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
User Guide - Welcome to our UK Parcel services
Access our             Flexible delivery           How               Restricted          Need
                      Welcome                        UK services
                                                                            services               options                     to send           goods               more help?


     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.                                                                                                     Standard
Access our           Flexible delivery       How                  Restricted           Need
                      Welcome                        UK services
                                                                             services             options                 to send              goods                more help?


     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 options
Access our        Flexible delivery         How                    Restricted          Need
                      Welcome                        UK services
                                                                            services          options                   to send                goods               more help?


     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 parcels
Access our         Flexible delivery         How             Restricted         Need
                     Welcome        UK services
                                                              services           options                   to send         goods              more help?


     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                                                                                                                                      Returns
Access our           Flexible delivery         How                 Restricted          Need
                     Welcome         UK services
                                                                services             options                   to send             goods               more help?


     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 options
Access our         Flexible delivery   How                Restricted          Need
                     Welcome            UK services
                                                                 services           options             to send            goods               more help?


     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 Returns
Access our           Flexible delivery       How                  Restricted           Need
                     Welcome         UK services
                                                                services             options                 to send              goods                more help?


     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 options
Access our           Flexible delivery         How                    Restricted         Need
                      Welcome                        UK services
                                                                            services             options                   to send                goods              more help?


     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 services
Access our   Flexible delivery   How       Restricted   Need
             Welcome   UK services
                                     services     options             to send   goods        more help?




     How to access
     our services
      View




18
Access our      Flexible delivery   How                   Restricted           Need
          Welcome           UK services
                                                   services        options             to send               goods                more help?




     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 options
Access our   Flexible delivery   How       Restricted   Need
              Welcome   UK services
                                      services     options             to send   goods        more help?




     Flexible delivery options
       View




20
Access our            Flexible delivery          How                     Restricted        Need
                      Welcome             UK services
                                                                    services              options                    to send                 goods             more help?


      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 setup
Access our          Flexible delivery   How              Restricted     Need
                       Welcome           UK services
                                                                  services            options             to send          goods          more help?


       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                                                                                                                                  Continued
Access our         Flexible delivery       How                    Restricted           Need
                       Welcome                       UK services
                                                                         services           options                 to send                goods                more help?


       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.                                                                                              Safeplace
Access our                    Flexible delivery                How                Restricted           Need
                       Welcome                        UK services
                                                                                          services                      options                          to send            goods                more help?


       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
                     Welcome          UK services
                                                        services           options             to send               goods                more help?


     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                                                                                                                           Notifications
Access our           Flexible delivery          How                    Restricted           Need
                       Welcome           UK services
                                                                  services             options                    to send                goods                more help?


       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 notifications
Access our                 Flexible delivery             How                             Restricted                  Need
                      Welcome            UK services
                                                                          services                   options                       to send                         goods                       more help?


      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 notifications
Access 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 notifications
Access our           Flexible delivery               How                            Restricted             Need
                      Welcome                     UK services
                                                                                    services             options                         to send                        goods                  more help?


      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 notifications
Access 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 notifications
Access 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




31                                                                                                                                        How to send
Access our   Flexible delivery   How       Restricted   Need
             Welcome   UK services
                                     services     options             to send   goods        more help?




     How to send
      View




32
Access our         Flexible delivery        How                    Restricted         Need
                     Welcome                UK services
                                                                  services           options                  to send                goods              more help?


     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.


33                                                                                                                                           Click & Drop
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     Despatch solutions                           Labels                              Packaging                 Preparing and despatching                    Sorting




     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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     Despatch solutions                        Labels                             Packaging                 Preparing and despatching                Sorting




     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.

35                                                                                                                              Despatch Manager Online
Access our          Flexible delivery          How                    Restricted            Need
                     Welcome             UK services
                                                                  services            options                    to send                goods                 more help?


     Despatch solutions                        Labels                           Packaging                   Preparing and despatching                      Sorting




     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.



36                                                                                                                                                 Continued
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                                                                  services               options                 to send                  goods           more help?


     Despatch solutions                        Labels                              Packaging                 Preparing and despatching                 Sorting




     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.




37                                                                                                                                       Shipping API & COSS
Access our         Flexible delivery          How                    Restricted            Need
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     Despatch solutions                       Labels                          Packaging                   Preparing and despatching                      Sorting




     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.


38                                                                                                                                               Continued
Access our         Flexible delivery         How                    Restricted          Need
                     Welcome              UK services
                                                                    services           options                   to send                goods               more help?


     Despatch solutions                         Labels                           Packaging                  Preparing and despatching                   Sorting




     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.



39                                                                                                                                 Third Party Integrators
Access our         Flexible delivery         How                     Restricted          Need
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     Despatch solutions                       Labels                            Packaging                   Preparing and despatching                    Sorting




     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.




40                                                                                                                                               Continued
Access our          Flexible delivery          How                    Restricted            Need
                     Welcome              UK services
                                                                   services            options                    to send                goods                 more help?


     Despatch solutions                         Labels                           Packaging                   Preparing and despatching                   Sorting




     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.


41                                                                                                                                                      Labels
Access our         Flexible delivery        How                     Restricted            Need
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     Despatch solutions                         Labels                             Packaging                  Preparing and despatching                    Sorting




     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.


42                                                                                                                                             Printing labels
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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.




43                                                                                                               Packaging requirements
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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 >




44                                                                                                                                 Preparing and despatching
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     Despatch solutions                               Labels                           Packaging                   Preparing and despatching                    Sorting




     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.



45                                                                                                                                                        Continued
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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.




46                                                                                                                                       Continued
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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



47                                                                                                                                  Continued
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                     Welcome   UK services
                                              services             options                     to send                 goods              more help?


     Despatch solutions            Labels                   Packaging                      Preparing and despatching                   Sorting




     Preparing and despatching
                                             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.



48                                                                                                                                  Sorting
Access our             Flexible delivery       How                     Restricted      Need
                     Welcome              UK services
                                                                    services               options                 to send                 goods           more help?


     Despatch solutions                         Labels                               Packaging                 Preparing and despatching                Sorting




     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.



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