Welcome to our UK Parcel services - User Guide - Royal Mail
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Access our Flexible delivery How Restricted Need
Welcome UK services
services options to send goods more help?
Welcome to our UK Parcel services
User Guide
Thank you for choosing Royal Mail. We’ve created this guide
to help you make the most of our UK Parcel services.
Inside you’ll find all the information you need to choose the
best product for every situation, including our flexible delivery
options. We also provide details on what is required to send
parcels with Royal Mail, including restricted items.
Contents page
This is a legally binding document forming part of the Agreement between you and Royal Mail.
1
Access our Flexible delivery How Restricted Need
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Contents
Our UK Parcel services......................................................................3 How to send....................................................................................... 36
Our UK Parcel services at a glance............................................................4 Parcel Shipping Solutions....................................................................... 37
Compare our UK services..........................................................................5 Click & Drop®................................................................................... 38-39
Royal Mail Special Delivery Guaranteed............................................... 6-8 Pro Shipping.................................................................................... 40-41
Royal Mail Tracked 24® and 48..........................................................9-12 API Shipping.................................................................................... 42-43
Royal Mail 24® and 48.................................................................... 13-14 Third Party Integrators.................................................................... 44-45
1st and 2nd Class Account Parcels......................................................... 15 Labels.............................................................................................. 46-47
Royal Mail Special Delivery Guaranteed Returns®.......................... 16-17 Packaging requirements......................................................................... 48
Royal Mail Tracked Returns® 24 and 48......................................... 18-19 Preparing and despatching............................................................. 49-52
Sorting............................................................................................. 53-57
How to access our services................................................... 20-21
Restricted and prohibited goods...................................................... 58-59
Flexible delivery options............................................................... 22
Need more help?....................................................................... 60-61
Local Collect®.................................................................................. 23-25
Safeplace – Tracked 24 and 48.............................................................. 26 Appendices......................................................................................... 62
Need a signature on delivery?............................................................... 27 Appendix A: Delivery Speeds........................................................... 62-63
Notifications..................................................................................... 28-35 Appendix B: Forecasting.................................................................. 64-67
2 UK parcel services
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Our UK Parcel services
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3
Access our Flexible delivery How Restricted Need
Welcome UK services
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Our UK Parcel services at a glance
Royal Mail Special Royal Mail Tracked Royal Mail Royal Mail
Delivery Guaranteed 24® and 48 24® and 48 Returns
by 9am® or 1pm
Tracked delivery allows Great value next Next day by 1pm with
Guaranteed next day timed your customers to day or two day Special Delivery Guaranteed
delivery for your urgent self-serve for extra delivery for your Returns or Tracked next
or valuable items. peace of mind. everyday parcels. day or two day Returns.
4 Compare our UK services
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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 ✔ ✔ ✗ ✔
Age Verification Service ∆ Age Verification available ∆ Age Verification available ∆ ✗ ✗
ID Verification Service ∆ ID Verification available ∆ ✗ ✗ ✗
£100 Tracked*
Inclusive Compensation £750 £100 ✗ £750 Guaranteed
Enhanced compensation ✔
available ✔ ✗ ✗ (Special Delivery Guaranteed Returns)
Max. 30kg Max. 20kg (Tracked Returns 24 and 48)*
Max. 2kg (9am) Max. 20kg (Royal Mail 24®)
Weight Max. 10kg (1pm)
(30kg is not available for items
Max. 2kg (Royal Mail 48®)
Max. 10kg (Special Delivery
sent via Local Collect) 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**
# Signature items addressed to Jersey, Guernsey and Isle of Man including Special Delivery Guaranteed may be delivered to the local equivalent of
a Safeplace or neighbour.
† Safe place option not available where you have chosen signature capture.
∆ Available from 1st November 2019.
* 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.
5 ** 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. Special Delivery Guaranteed
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Special Delivery Guaranteed
Providing a guaranteed next day service for the delivery of your urgent or valuable items.
Overview Benefits
This product provides full tracking, You can trust Special Delivery Guaranteed
compensation and proof of delivery with to deliver your valuable or urgent items
the option to request Saturday delivery when they just have to be there.
for an additional fee.
Inclusive £750 compensation with the
This product is available with a choice option of increasing it to £2,500, with
of guaranteed delivery times i.e. by 9am money back guarantee if we don’t
or 1pm on the next working day and deliver on time.
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
Access our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Special Delivery Guaranteed
Features and options
Royal Mail Special Delivery
Guaranteed by 9am® and by 1pm The 9am and 1pm service provide
offer timed delivery next day with SMS and email notifications £750 inclusive compensation. This
inclusive tracking and signature are included, telling recipients can be enhanced up to £2,500 and
on delivery. You can track the their item is on its way. consequential loss coverage of up
status of items sent at to £10,000 is available too.
royalmail.com/track-your-item
7 Features and options
Access our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Special Delivery Guaranteed
Features and options
Age Verification* services are available Our ID Verification* service is available
to help you deliver with confidence where you wish to restrict delivery of an
Local Collect is also free of charge
to recipients aged 18 or over. Age item to the addressee only. A signature is
with Royal Mail Special Delivery
Verification will also be available with required before the item is handed over.
Guaranteed services.
our Local Collect service and will follow This service is also available with
the principles of ‘Challenge 25’. our Local Collect service.
*Available from 1st November 2019.
8 Tracked
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked 24 and 48 ®
UK-wide delivery services with online tracking, so you and your customers can keep tabs on your parcel’s progress.
Overview Benefits
You can now track your parcels from the Increase your first time delivery rates by
point that they are despatched through to letting customers request an alternative
delivery at your customer’s doorstep with delivery location such as a safe place,
Royal Mail Tracked 24® and Royal Mail neighbour or Local Collect.
Tracked 48®.
Your customers will receive a text or
email notification the day before and
on the day of delivery.
67% of shoppers feel more confident ordering online when they’re able
to track their delivery, making them more likely to click ‘buy’.*
9 *Delivery Matters UK. Trinity McQueen 2019. **Available from 1st November 2019. Features and options
Access our Flexible delivery How Restricted Need
Welcome UK services
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked 24 and 48 ®
Features and options
Age Verification* services are
These services can be followed
available to help you deliver with
Tracked 24 and 48 from sending to delivery, With inclusive SMS and email
confidence to recipients aged 18
aim to deliver the next supported by online reporting. notifications and tracking,
or over. Age Verification will also
working day or within You can track the status of items recipients can self-serve to stay
be available with our Local Collect
2 days respectively. sent using our tracked products at up to date each step of the way.
service and will follow the
royalmail.com/track-your-item
principles of ‘Challenge 25’.
*Available from 1st November 2019.
10 ContinuedAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked 24 and 48 ®
Features and options
We automatically deliver to
For peace of mind, you
neighbours when recipients Local Collect is also
can opt for a signature on We offer to collect your
aren’t home but you can free of charge with
delivery and all tracked parcels free of charge from
also pass on your customer’s Royal Mail Special Delivery
products provide up to £100 your premise.
suggested safe place to leave Guaranteed services.
compensation as standard.
items if they’re not in.
11 ContinuedAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked 24 and 48 ®
We know that getting parcels into the hands of your customers quickly can make all the difference,
so why not take advantage of the flexible delivery options and pro-active SMS and email notifications?
Pre-advice sent Arrives at first Arrives in Arrives at local Out for delivery Delivery
processing site delivery region Delivery Office
ready for delivery
79% of online shoppers consider it important to receive information on the progress of their delivery*.
12 *Delivery Matters UK. Trinity McQueen 2019. StandardAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail 24 and Royal Mail 48 ® ®
Our standard products are ideal for sending low value parcels to your customers.
Overview Benefits
Free online Delivery Confirmation If you send high volumes or pre-sort
is available for customers who have your parcels, price rewards are available
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 remain the most trusted delivery company for online shoppers year on year.*
13 *Delivery Matters UK. Trinity McQueen 2019. Features and optionsAccess our Flexible delivery How Restricted Need
Welcome UK services
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail 24 and Royal Mail 48 ® ®
Features and options
Royal Mail 24® and 48 aim to deliver the next Delivery Confirmation:
working day and within 2-3 days respectively.
You can find out when your customer’s parcel was delivered by
entering a unique parcel ID number online at royalmail.com/confirmed
You can reduce fraud and meet new marketplace seller standards for
For an additional fee you can request a signature ‘on-time’ shipping to protect your seller rating.
on delivery.
You can let customers know if their parcel has been delivered to their
address or a neighbour or is awaiting collection at their Royal Mail
Customer Service Point/Delivery Office.
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.
47% of online shoppers always expect delivery to be free*
14 *Delivery Matters UK. Trinity McQueen 2019. 1st and 2nd Class parcelsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
1st and 2nd Class Account Parcels
For customers who do not meet the minimum sending criteria (1000 parcels per annum).
There are no The maximum weights Separate your items This service can be accessed
minimum entry levels. are 20kg on both classes. by class, 1st and 2nd. through OBA and Click & Drop®.
Click the links below to visit our website for more information
1st Class parcels 2nd Class parcels
15 ReturnsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Special Delivery Guaranteed Returns ®
Providing a guaranteed next day service for the return of urgent or valuable items.
Overview Benefits
It provides full tracking, compensation Special Delivery Guaranteed Returns
and proof of delivery. offer you the same peace of mind as
our outbound services, so your
Our returns service is only available with
valuable items are always secure.
the guaranteed delivery time of 1pm.
16 Features and optionsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Special Delivery Guaranteed Returns ®
Features and options
Special Delivery Guaranteed Returns by
Special Delivery Guaranteed Items are tracked from sending at
1pm has £750 inclusive compensation.
Returns by 1pm offer over 11,500 Post Office® branches
This can be enhanced up to £2,500 and
guaranteed delivery next day - back to you, including a signature
consequential loss coverage of up to
with a money-back guarantee. on delivery as standard.
£10,000 is available too.
17 Tracked ReturnsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked Returns 24 and 48 ®
Making it easy for customers to return or exchange items.
Overview Benefits
You can provide your customers A good returns policy helps you attract
with labels that enable them to business and encourage repeat orders.
return items via 11,500 Post Office® Customers have the convenience of
branches, 1,200 Royal Mail Customer printing their labels at home or can
Service Points and 1,400 Parcel have their label printed for them at
Posting Boxes. a Post Office or Customer Service Point
with Labels to Go.
We offer you and your customers end to
end tracking online, just as we do with Keep tabs on your items being returned
Royal Mail Tracked delivery services. through your online reporting tool, which
will trigger a refund or replacement order
We also provide further reporting and
and let you update your stock in real time.
management information regarding the
You can track the status of items sent at
delivery of your items online for you to
royalmail.com/track-your-item
view on-demand.
Up to £100 inclusive compensation.
18 Features and optionsAccess our Flexible delivery How Restricted Need
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UK parcel services Special Delivery Guaranteed Tracked Standard Returns
Royal Mail Tracked Returns 24 and 48 ®
Features and options
Tracked Returns 24 These services can be All tracked services With 11,500 Post Office® You can offer your
and 48 aim to deliver tracked from drop off to offer up to £100 branches to choose from, customers free returns by
the next working delivery, supported by compensation it’s easy for customers to including a unique barcoded
day and within 2-3 online reporting. as standard. return their items returns label in every parcel,
days respectively. with Royal Mail. or letting them print their
own label from our online
Returns portal.
You must submit to us your
51% of online shoppers would be unlikely to shop
with a retailer again if they charged for returns*.
return address labels for
design and layout approval
before you pay for printing.
19 *Delivery Matters Returns. Trinity McQueen 2019. How to access our servicesAccess our Flexible delivery How Restricted Need
Welcome UK services
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How to access
our services
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20Access our Flexible delivery How Restricted Need
Welcome UK services
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How to access our services
Royal Mail Special Delivery Guaranteed® Royal Mail Special Delivery Guaranteed®
by 9am or 1pm Returns by 1pm
These products are available to Special Delivery These products are available to Special Delivery
Guaranteed account holders (i.e. sending a minimum Guaranteed account holders (i.e. sending a
volume of 1 item per year, but special rates are minimum volume of 1 item per year, but special rates
available when sending 5,000 items per annum). are available when sending 5,000 items per year).
Contact your Account Manager for more details. Contact your Account Manager for more details.
Royal Mail Tracked 24® and 48 Royal Mail Tracked Returns® 24 and 48
To offer your customers Royal Mail Tracked 24® and 48 To access Royal Mail Tracked 24® and 48 you
you need to send 1,000 items per annum, per site. You need to send 1,000 items per annum, per
can combine volumes to meet this threshold across site. You can combine volumes to meet this
Tracked 24 and 48, Tracked Returns 24 and 48 and all threshold across Tracked 24 and 48, Tracked
of the International Tracking and Signature services. Returns 24 and 48 and all of our International
Tracking and Signature services.
Royal Mail 24® and 48
To access Royal Mail 24® and 48 you need to send
1,000 items per annum, per site.
21 Flexible delivery optionsAccess our Flexible delivery How Restricted Need
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Flexible delivery options
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22Access our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Local Collect ®
Your customers want to be able to collect their All the customer needs to do is collect their parcel from
deliveries when it suits them. the selected Post Office® branch or Customer Service
Point/Delivery Office with an acceptable form of ID and,
With Local Collect® they can choose to pick up their
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/Delivery 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/Delivery
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 or Royal Mail Special Delivery
Guaranteed, Royal Mail will also make it as easy as
Local Collect® is not just convenient for your possible for you to set up and manage your use of
customers; it also reassures them you’ve made the Local Collect® service.
delivery of their items and their needs a priority. We will provide you with the ability via an API (Application
If you use a tracked service, we will also inform the Programme Interface) or Local Collect® Widget to access
customer via SMS or email when their parcel has a database of Post Office® branches or Customer Service
Points/Delivery Office which you can integrate with your
arrived at the Post Office® or Customer Service Point/
website, allowing your customers to choose a Post
Delivery Office and is ready for collection.
Office® branch or Customer Service Point/Delivery Office
convenient to them when placing an order with you.
23 How to setupAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Local Collect ®
Setup
Start by contacting your Royal Mail Account Manager or Customer
Services on 08457 950 950 to set up the Local Collect® service.
We provide you with the following:
Access to a database of Post Office® branch and Customer Service
Point/Delivery 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.
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.
24 ContinuedAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Local Collect ®
When your customer selects the Local Collect® option and Royal Mail will support you through your development and
indicates which Post Office® branch or Customer Service Point/ integration of the API (Application Programme Interface).
Delivery Office they want the parcel delivered to, you need to:
Find out more
Put the Post Office® branch address (or Customer Service Point/
Delivery Office) 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
Despatch the Local Collect® parcels with your other parcels. with the requirements set out in the Local Collect® Terms and
They then travel through the normal Royal Mail network, and Conditions. We will handle all Local Collect® Business items
the Local Collect® parcels will be delivered to the Post Office® in line with such Terms and Conditions.
branch or Customer Service Point/Delivery Office as addressed
on the parcel. Terms & Conditions
We will send the customer an SMS and/or email confirmation
when the parcel is delivered to the Post Office® branch or Royal
Mail Customer Service Point/ Delivery Office, if you provide the
of all online shoppers would
71%
recipients mobile number and/or email address in the pre-advice.
trust the Post Office® as an
alternate location for delivery*.
25 *Delivery Matters UK. Trinity McQueen 2019 SafeplaceAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Safeplace – Tracked 24 and 48
This is an additional delivery option available with Royal Mail Regardless of the options above, we always start by attempting to deliver
Tracked 24® and Royal Mail Tracked 48® products only, allowing as normal. If nobody is at home and the item won’t fit through their
your customers to nominate a safe place for us to leave their items letterbox, we will then carry out the Safeplace instructions and post
when they aren’t at home. Only mail items which do not fit through a card through the door to advise them accordingly.
a letterbox and which do not require a signature may be delivered
If you take advantage of SMS and email notifications, we’ll also send
using Royal Mail Safeplace.**
them a message advising them that the item has been left in their
If you’d like to take advantage of this option, you need to get your customer nominated Safeplace.
to provide their nominated location. They can specify the following which
In a minority of cases we won’t be able to follow the instruction.
you’ll need to add to the special instruction section of the label:
These could include:
If it would be dangerous for us to access the nominated point.
A specific secure area at their property – If the nominated point is clearly insecure, such as an easily
this cannot simply state ‘a safe place’ or similar.* viewed doorstep.
If the parcel would be exposed to bad weather.
In these cases we will return the item to the local office for safekeeping
A specific neighbour. We do deliver to neighbours as
and will still leave a ‘Something for you’ delivery card pending the
standard but if they have a suggested neighbour, we
recipient’s instructions. They can then either collect the item or arrange
can try this first. This should be within 2 doors either
for it to be redelivered free of charge, or have it delivered to their local
side or opposite.
Post Office® branch for a small fee.
* If we agree to provide you with the Safeplace option you must comply with the requirements set out in the Specific Terms for Parcels.
26 Safeplace is not available with signature on delivery items. Please note that signature items addressed to Jersey, Guernsey and Isle of Man including Special Delivery
Need a signature?
Guaranteed may be delivered to the local equivalent of a Safeplace or neighbour.
** Mail items that do not fit through a letter box are items which are generally larger than 250mm by 38mm.Access our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Need a signature on delivery?
Age Verification, available
Royal Mail Special Delivery Royal Mail Tracked includes ID Verification available on
on Special Delivery
Guaranteed offers a signature the option of a signature on Special Delivery Guaranteed
Guaranteed and Tracked
on delivery and inclusive delivery and provides up to services only provides
services provides
compensation up to £750. £100 inclusive compensation. a signature on delivery
a signature on delivery.
27 NotificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Notifications
With Royal Mail Tracked and Special Delivery Guaranteed we offer free SMS and email notifications to keep shoppers
informed of when they can expect their delivery.
You will need to capture the recipient’s mobile number and/or email address and include this in the pre-advice that you provide to us.
Royal Mail Special Delivery
Notification Royal Mail Tracked Notification
Guaranteed® Notification
Your Royal Mail item is on its way ✔ ✔
Royal Mail item ready for delivery ✔ ✔
Royal Mail delivery information ✔ ✔
Please collect your Royal Mail item ✔ ✔
Royal Mail item returned to sender ✔ ✔
28 Tracked notificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Tracked notifications
SMS Content:
We will deliver today: Royal Mail will attempt to deliver your item
We are still awaiting your instructions: Royal Mail is still holding
AB123456789GB from SENDER’S NAME today, 11/06/18. For latest your item AB123456789GB from SENDER’S NAME. Please see the
Your parcel from information visit https://ryml.me/AB123456789GB. ‘Something for You’ card we left for details or it will be returned to the
(senders name) is sender in 2 working days.
due today between uccessfully delivered to you: Royal Mail delivered your item
S
(10.23) and (12.23). AB123456789GB from SENDER’S NAME today, 11/06/18.
We have returned the item to the sender: Royal Mail has now returned
Track it at https://ryml. your item AB123456789GB to SENDER’S NAME. Please contact the
me/?AB123456789GB uccessfully delivered to neighbour: Royal Mail delivered your item
S sender for any further queries.
AB123456789GB from SENDER’S NAME today, 11/06/18, to your
neighbour at 1 Chapel Hill.
Unforeseen event: Sorry, Royal Mail was unable to deliver item
AB123456789GB from SENDER’S NAME today. We’ll attempt to
Successfully delivered to your Safeplace: Royal Mail has delivered your deliver it the next working day. Visit https://ryml.me/AB123456789GB.
item AB123456789GB from SENDER’S NAME to your nominated
Safeplace: “Shed”, today 11/06/18.
Royal Mail item ready for collection: Your Royal Mail item
AB123456789G from SENDER’S NAME is ready to collect from
Not delivered to your Safeplace: Sorry Royal Mail was unable to deliver 11/06/18 at , cspPostcode> (Opening times
your item AB123456789GB from SENDER’S NAME, to your nominated apply). You’ll need to show this message and your ID when you collect
Safeplace today, 11/06/18. For latest information visit https://ryml.me/ your item or, you can arrange a Redelivery online at https://ryml.me/
AB123456789GB. AB123456789GB.
uccessfully delivered to Local Collect: Royal Mail delivered your
S
We will deliver today
Royal Mail item collected: Your Royal Mail item AB123456789G
item AB123456789GB on 11/06/18 from SENDER’S NAME to your from SENDER’S NAME was collected , from
nominated collection point. , cspPostcode>. For more information
visit https://ryml.me/AB123456789GB.
Delivery Attempted: Sorry, Royal Mail tried to deliver your item
AB123456789GB today, 11/06/18, but there didn’t seem to be anyone
in. Please see the ‘Something for You’ card we left for details.
29 Tracked email notificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Tracked notifications
) ( * Email Content: Successfully delivered to your Safeplace:
Dear ,
Dear , Successfully delivered to you: We’ve delivered your item AB123456789GB from SENDER’S
We’ve received your item AB123456789GB from Dear , NAME to your nominated Safeplace: “Shed”, today, 1 April.
SENDER’S NAME at Bournemouth Customer Service See latest tracking information
We’ve delivered your item AB123456789GB from SENDER’S
Point and we’ll attempt to deliver it today, 1 April unless
NAME today, 1 April. Your nominated Safeplace was selected at the point of order.
we have alternative arrangements with you.
See latest tracking information Regards,
Alternative arrangements would include the Keepsafe
service where we store your mail whilst you’re away Regards, Royal Mail
or the Redirection service to move mail to your new Royal Mail
address.
Your item will require a signature on delivery. (Shown if Not delivered to your Safeplace
the signature option is chosen by the sender) Successfully delivered to your neighbour: Dear ,
Your item will not require a signature on delivery. (Shown Dear , Sorry, we’ve been unable to deliver your item AB123456789GB
if the signature option isn’t chosen by the sender)
We’ve delivered your item AB123456789GB from SENDER’S from SENDER’S NAME to your nominated Safeplace today, 1
See latest tracking information NAME today, 1 April. April. Find out more about Safeplace.
Regards, You didn’t appear to be home so we left your item with your You can arrange a Redelivery or, alternatively, you can collect
Royal Mail neighbour at 1 Chapel Hill. your item from the next working day at your local Royal Mail
Customer Service Point/Delivery Office.
See latest tracking information
To collect, you’ll need to bring the ‘Something for You’ card we
We will deliver today Regards, left. Remember to bring your ID too. Find out more about what
Royal Mail ID we accept.
See latest tracking information
Regards,
Royal Mail
30 More email notificationsAccess our Flexible delivery How Restricted Need
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Local Collect Safeplace Signature on delivery Notifications
Tracked notifications
) ( * Email Content: We are still awaiting your instructions:
Dear ,
Dear , Delivery Attempted: We’re still holding your item AB123456789GB from
We’ve delivered your item AB123456789GB from Dear , SENDER’S NAME. It’s due to be returned to the sender in two
SENDER’S NAME to your nominated collection point days.
Sorry, we tried to deliver your item AB123456789GB from
today, 1 April. You can still collect the item using the ‘Something for You’
SENDER’S NAME today, 1 April, but there didn’t seem to be
Your nominated collection point was selected at the anyone in. card we left. Please remember to bring your ID too. Find out
point of order. This was a Post Office® branch or Royal more about what ID we accept.
You can arrange a Redelivery or, alternatively, you can collect
Mail Customer Service Point/Delivery Office. See latest tracking information
your item from the next working day at your local Royal Mail
Remember to take your ID to collect the item. Find out Customer Service Point/Delivery Office. Thank you,
more about what ID we accept. Royal Mail
To collect, you’ll need to bring the ‘Something for You’ card
See latest tracking information we left. Remember to bring your ID too. Find out more about
what ID we accept.
Regards,
Royal Mail See latest tracking information We have returned the item to the sender:
Thank you, Dear ,
Royal Mail
Successfully delivered to Local Collect We’ve now returned your item AB123456789GB from
SENDER’S NAME.
Please contact the sender for any further queries.
See latest tracking information
Regards,
Royal Mail
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Local Collect Safeplace Signature on delivery Notifications
Tracked notifications
) ( * Email Content:
Dear , Royal Mail item available for collection: Royal Mail items collected:
Sorry, we were unable to deliver your item Dear , Dear ,
AB123456789GB from SENDER’S NAME today, 1
Your item AB123456789GB1 from SENDER’S NAME is now Your item AB123456789GB from SENDER NAME was
April. We’ll attempt to deliver it on the next working
ready to collect from the following address: collected on 1 April, from: Abbyville Customer Service Point,
day.
Abbyville Industrial Estate, Heath Road, Abbyville, AB1 7ET.
Abbyville Customer Service Point, Abbyville Industrial
Find out more about our services today.
Estate, Heath Road, Abbyville, AB1 7ET. See full tracking information.
We’re sorry for the inconvenience.
You can check the opening times here. Regards,
Regards, Royal Mail
To collect your item you’ll need to bring this email (or the
Royal Mail
‘Something for You’ card we left) and your ID. Most people
bring a valid passport, debit card, credit card or driving licence.
Here’s a full list of acceptable ID.
Unforeseen event
If somebody else is collecting your item on your behalf,
you must give them your ID and either this email or the
‘Something for You’ card we left you.
Alternatively, you can arrange a Redelivery for another day
or to your local Post Office®. You can also check the latest
tracking information for your parcel here.
Regards,
Royal Mail
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Special Delivery Guaranteed notifications
SMS Content:
We’ve got it: Your item AB123456789GB from SENDER’S NAME
We have returned the item to the sender: Royal Mail has now returned
is expected to be delivered by Royal Mail the next working day by your item AB123456789GB to SENDER’S NAME. Please contact the
Your item
9:00am/by 1:00pm. For latest information visit https://ryml.me/ sender for any further queries.
AB123456789GB from
SENDER’S NAME AB123456789GB
Unforeseen event: Sorry, Royal Mail was unable to deliver your item
is expected to be
We will deliver today: Royal Mail will attempt to deliver your item AB123456789GB from SENDER’S NAME today. We’ll attempt to
delivered by Royal Mail
the next working day AB123456789GB from SENDER’S NAME today, 1 April by 9:00am/by deliver it on the next working day. For latest information visit https://
by 9:00am/by 1:00pm. 1:00pm. For latest information visit https://ryml.me/AB123456789GB ryml.me/AB123456789GB
For latest information
visit https://ryml.me/
Successfully delivered: Royal Mail delivered your item AB123456789GB
AB123456789GB from SENDER’S NAME today, 1 April.
Successfully delivered to Local Collect: Royal Mail delivered your
item AB123456789GB on 1 April from SENDER’S NAME to your
nominated collection point.
Delivery attempted: Sorry, Royal Mail tried to deliver your item
AB123456789GB today, 1 April, but there didn’t seem to be anyone in.
Please see the ‘Something for You’ card we left for details.
We are still awaiting your instructions: Royal Mail is still holding
We’ve got your item
your item AB123456789GB from SENDER’S NAME. Please see the
‘Something for You’ card we left for details, or it will be returned to the
sender in 2 working days.
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Local Collect Safeplace Signature on delivery Notifications
Special Delivery Guaranteed notifications
) ( * Email Content:
Dear , We will deliver today: Successfully delivered to Local Collect:
We’ve received your Special Delivery Guaranteed® item Dear , Dear ,
AB123456789GB from SENDER’S NAME. Our service
We’ve received your Special Delivery Guaranteed® item We’ve delivered your Special Delivery Guaranteed® item
guarantee is to attempt delivery by 9:00am/by 1:00pm
AB123456789GB from SENDER’S NAME at Bournemouth AB123456789GB from SENDER’S NAME to your nominated
the next working day (exceptions apply).
Delivery Office. We’ll attempt to deliver it today, 1 April by collection point today, 1 April.
See latest tracking information 9:00am/by 1:00pm unless we have alternative arrangements
Your nominated collection point was selected at the point of
with you.
Regards, order. This was a Post Office® branch or Royal Mail Customer
Royal Mail Your item will require a signature on delivery. Service Point/Delivery Office.
Alternative arrangements would include the Keepsafe Remember to take your ID to collect the item. Find out more
service where we store your mail whilst you’re away, or the about what ID we accept.
We’ve got it Redirection service to move mail to your new address.
See latest tracking information
See latest tracking information
Regards,
Regards, Royal Mail
Royal Mail
Successfully delivered:
Dear ,
We’ve delivered your Special Delivery Guaranteed® item
AB123456789GB from SENDER’S NAME today, 1 April.
See latest tracking information
Regards,
Royal Mail
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Local Collect Safeplace Signature on delivery Notifications
Special Delivery Guaranteed notifications
) ( * Email Content:
Dear , We are still awaiting your instructions: Unforeseen event:
Sorry, we tried to deliver your Special Delivery Dear , Dear ,
Guaranteed® item AB123456789GB from SENDER’S
We still have your Special Delivery Guaranteed® item Sorry, we were unable deliver your Special Delivery
NAME today, 1 April, but there didn’t seem to be
AB123456789GB from SENDER’S NAME. It’s due to be Guaranteed® item AB123456789GB from SENDER’S NAME
anyone in.
returned to the sender in two days. today. We’ll attempt to deliver it on the next working day.
You can arrange a Redelivery or, alternatively, you can
You can still collect the item using the ‘Something for You’ Find out more about our services today.
collect your item from the next working day at your local
card we left. Remember to bring your ID to collect the item.
Royal Mail Customer Service Point/Delivery Office. We’re really sorry for the inconvenience.
Find out more about what ID we accept.
To collect, you’ll need to bring the “Something for You” Regards
See latest tracking information
card we left. Remember to bring your ID too. Find out Royal Mail
more about what ID we accept. Thank you,
Royal Mail
See latest tracking information
Thank you,
Royal Mail
We have returned the item to the sender:
Dear ,
Delivery attempted We have now returned your Special Delivery Guaranteed® item
AB123456789GB from SENDER’S NAME.
Please contact the sender for any further queries.
See latest tracking information
Regards,
Royal Mail
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How to send
View
36Access our Flexible delivery How Restricted Need
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Despatch solutions Labels Packaging Preparing and despatching Sorting
Parcel shipping solutions
Free Royal Mail Shipping Solutions What if I prefer to use my own despatch management
Royal Mail has a range of Parcel Shipping Solutions, offered for free, system or a Third Party Integrator?
which streamline your order management, fulfilment and despatch
You can use alternative systems either through a software supplier or even by
processes. All our solutions produce 2D barcoded labels and
developing your own solution to print barcoded labels, paper collection manifests
automate billing and generation of pre-advice. We offer simple
and electronic pre-advice files to send to Royal Mail.
web-based options, as well as API solutions, to give you instant
access to our latest UK and International parcel services. If you choose to use your own systems to do this you will need to follow the
guidance set out in the Bespoke Shipping (COSS) specification documentation: both
to comply with the relevant technical specifications and to comply with software
Click & Drop® View updates as instructed by us.
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
Pro Shipping View label design guidelines and our printing and design requirements. They’ll then work
with you to ensure that each element of the solution is approved before you post.
Daily pre-advice files for example are necessary in order for us to unlock the
API Shipping View features of some of our products, such as recipient notifications and your personal
reporting. We also need this to ensure that our operation can not only accept your
items, but process and deliver them effectively.
Third Party Integrators View Whether you use your own despatch management system or ours, you must
submit a number of sample printed labels for our approval before handing over
your first posting.
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Despatch solutions Labels Packaging Preparing and despatching Sorting
Click & Drop ®
A great all round despatch solution
Click & Drop service that allows you to pay on account and scale up
your parcel despatch to multiple workstations as well as incorporating
multiple trading names.
You can save time by setting up an automatic upload of your website
orders and connect directly with your marketplace accounts to track your
items and pull through new orders ready for despatch onto barcode labels
containing your logo.
Visit parcel.royalmail.com to get started right away.
Get started >
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Despatch solutions Labels Packaging Preparing and despatching Sorting
Click & Drop ®
Benefits
Ability to scale up despatch by adding multiple workstations across Option to set up and manage multiple trading names to meet the
multiple locations needs of growing businesses
Speeds up despatch with the option to directly connect marketplace Automates the processing of electronic customs details
seller accounts to pull orders through ready to be despatched
Tells you how much you’ve spent on postage each day
Automate the importing of files with a Desktop integration
Automated end of day submission to Royal Mail and printing of
Imports your website orders. Dropbox alternative coming soon collection paperwork
Saves time by printing labels automatically with a range of label Free label stock for thermal printers
templates to work with different package sizes
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.
39 Pro ShippingAccess our Flexible delivery How Restricted Need
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Pro Shipping
Ideal for larger contract customers wanting
a more ‘hands on’ despatch system with
complex needs.
Pro Shipping gives customers the ability to scale up despatch by
adding as many workstations as required across multiple locations
and trading names.
It automates label printing, electronic customs creation and end of day
reports to save time and streamline processes.
40 ContinuedAccess our Flexible delivery How Restricted Need
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Despatch solutions Labels Packaging Preparing and despatching Sorting
Pro Shipping
Benefits
Fast branded label generation and option to print on any number Allows you to use a web-based application, API or mix of both to
of networked workstations suit your needs
Flexible range of file templates to upload shipment information in Automates the creation of electronic customs details
bulk using a drag and drop interface (Complex Batch Import)
Avoids duplication of effort by enabling users to share file
Access for multiple users with a range of permissions/ templates across the same account
restrictions across multiple locations
Quick access to pre-configured daily shipping reports and
Uploads pre-configured end of day reports to your systems or automates end of day processes
3rd party platforms to support tracking
Ability to scale up despatch by adding as many workstations as
Supports Royal Mail’s average weight products required across multiple locations and trading names
41 API ShippingAccess our Flexible delivery How Restricted Need
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Despatch solutions Labels Packaging Preparing and despatching Sorting
API Shipping
Good for web savvy customers who are
comfortable using APIs and want the flexibility
to process their shipments their way.
Customers wanting the flexibility to process shipments in a way that
suits them can connect to our API.
Our new API shipping service provides a faster response time to API
calls with an improved infrastructure and audit logging process to
ensure customers journeys are monitored.
For customers wanting to make manual changes to shipments they
can use Pro Shipping alongside.
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Despatch solutions Labels Packaging Preparing and despatching Sorting
API Shipping
Benefits
Provides the flexibility to efficiently process shipments through New downloadable label formats
an existing system by connecting to our API
Ability to use either a GUI or APIs to manage shipping –
Unlimited access with 24 hour self-serve access, 7 days a week or mix the interfaces to suit the customers workflow
Create shipments across Royal Mail UK and International Customer can scale up despatch by adding unlimited
services workstations
The ability to update shipment details more easily and cancel Keeps development costs and future maintenance to a minimum
shipments to ensure customers are billed correctly
Options to operate in an offline mode
Automates the processing of electronic customs details
Improved API handling reduces call time to generate labels
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.
43 Third Party IntegratorsAccess our Flexible delivery How Restricted Need
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Third Party Integrators
Benefits
End-to-end e-commerce solutions.
There is a list of Royal Mail approved Third Party Integrators at
royalmail.com/business/services/shipping/third-party-partners
If you use a third party integrator that isn’t on the list you will be
unable to access Royal Mail services unless you utilise file import Multi-channel platforms to connect to marketplaces.
through our Click & Drop solution.
Despatch through a selection of carriers to Integration with digital marketing channels,
produce barcoded delivery and return labels. shopping comparison and social media sites.
Shopfront setup for startups. Outsourcing solutions including warehousing and fulfilment.
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Third Party Integrators
How is a Third Party solution different to our
Parcel Shipping Solutions?
Third Party Integrators typically charge to produce barcoded labels
for deliveries and returns.
Some Third Party Integrators offer customers a range of carriers.
Some Third Party Integrators offer Shipping Solutions as part of a
larger software package.
There are lots of Third Party Integrators to choose from. But not all of them are ready to offer 2D barcoding for your Royal Mail parcels
– so start with the ones that are ready now.
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Labels
Help your parcels get quickly and reliably delivered by printing good quality barcoded labels on a thermal printer.
What we offer We may provide you with barcodes and if we do you must use one of these barcodes on
each item that you post. You must use each barcode for one item only. Your reproduction
Royal Mail can supply paper labels for all of its barcoded and use of such barcodes must comply with our barcoded services guide.
domestic delivery and return solutions.
Tracking reference number Service and
– eye readable version of the speed indicators
What isn’t available 1D barcode, just in case – so that we can easily
identify the service
Royal Mail will not provide the paper labels for non-barcoded 1D and 2D barcodes and handle your
items as this is no longer a recognised solution. – necessary for items appropriately
all tracking
Return address
You can print your own Special Instructions – to ensure any items not
delivered or collected
– can include details of
If you choose to do this your labels will need to be produced a neighbour who’s can get back to you
normally home when
by recognised software. You can get confirmation of this via
recipients aren’t, or
your Account Manager or Customer Services Advisor. Customer reference area
Safeplace instructions
– a good spot for your order
All of the domestic and International label designs are available number in case your internal
from the IT Solutions Consultant. Your Account Manager or processes need this or your
customer has any queries
Customer Services Advisor will arrange this for you.
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Label printing
We recommend printing your labels on a If we arrange for our supplier to provide
thermal printer for better quality print. you with a printer we will provide you with
a copy of the terms and conditions that will
We can arrange a suitable thermal label
apply to your purchase.
printer to be supplied to you.
Contact your Royal Mail Account Manager or
call Customer Services on 08457 950 950
if you wish to purchase a printer.
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Despatch solutions Labels Packaging Preparing and despatching Sorting
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 including postcode.
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.
Do not place sticky tape over any part of the label as this will result in
the print quality being effected and we may not be able to scan or deliver Must be accompanied by a complete sales order/manifest.
your item. Presentation in separate containers labelled by product (sealed or
Ensure that we can scan and understand everything you send with unsealed) – this is to ensure that your items are handled by the right
us by applying labels: part of the network and in the right way.
Without damage For returns services, you need to abide by the guidance above so that
we can handle your items properly.
With clear, legible details
If you need to order more labels, bags, etc, please visit
On a flat surface with no creases or folds (if your items are small, royalmail.com/onlinemailsupplies
ensure that the barcodes and address information isn’t wrapped
around edges).
How to package >
48 Preparing and despatchingYou can also read
