You know what your customers want. We know how to get it to them - Your guide to Royal Mail parcels - Your guide to Royal Mail parcels March ...
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You know what your customers want. We know how to get it to them. Your guide to Royal Mail parcels
Why Royal Mail is right
for you and your customers
74%
Whether you’re clearing out your cupboards, running
your own eBay shop or managing a global business,
you want your parcels to reach your customers
quickly and efficiently.
of online shoppers
To do that, you need a delivery partner you can rely on. trust Royal Mail –
Here are just a few reasons why Royal Mail is one of that’s 33% more than our
nearest competitor*
the most trusted delivery brands in the UK:
• With over 500 years’ experience, we deliver
around 1.3 billion parcels a year to over
We earned Disability Confident Employer
30 million addresses six days a week . ^
status in 2018 and are a Gold Member
of the Business Disability Forum.
• We deliver internationally to over 230 countries
and territories through our Heathrow Hub, where
we can process up to 150,000 items per hour.
With a fleet of almost 300 zero emission
• With Royal Mail you can choose from a range electric vans, we’re helping towards
of delivery and returns services – for small and delivering a cleaner future across the UK.
large businesses – to make life easier for you
and your customers.
Royal Mail has been named in The Times
Our aim is simple and always the same: to deliver your Top 50 Employers for Women 2019 – the
parcels efficiently to any address in the UK or abroad. UK’s most well-established workplace
gender equality listing.
And if you need to track your item or get a signature for
something valuable, we have options to suit both you
and your customers’ needs.
Royal Mail was the first delivery company
to receive the triple award of certification
for achievements in carbon, water and
waste reduction from the Carbon Trust.
*Delivery Matters UK 2019, independently conducted by Trinity McQueen.
^Royal Mail Corporate Responsibility Report 2018-2019.
2
This booklet
at a glance
1. Taking care of your customers’ orders
2. Royal Mail Tracked and Tracked Returns
3. Our next day service for urgent items
4. Standard Delivery for everyday parcels, UK and abroad
5. Make your life easier with our Shipping Solutions
6. More ways we can help you and your customers
3
Taking care of
your customers’
orders in three
easy ways
1
Online shoppers are more
sophisticated and demanding
than ever before. That’s why we
have three simple delivery and
returns services designed to
meet their needs wherever
TRACKED
Royal Mail Tracked 24 and Tracked 48
® ®
they are in the world.
When you want quick delivery with added peace of mind,
you can rely on our tracked service. Deliver parcels the
They’re all quick, flexible and next day or within two days with online tracking throughout.
Handy SMS or email notifications will help customers plan
use intuitive technology to make their day and a Safeplace option will help in case no one’s
everything run smoothly. home. We’ll even track items to more than 75 countries
around the world with our International Business
Tracked service.
4
Royal Mail has been voted
the nation’s most trusted
delivery company for online
shoppers ten years in a row
*
2 3
NEXT DAY STANDARD
GUARANTEED Royal Mail 24 and Royal Mail 48
® ®
Royal Mail Special Delivery When you just want to know you’re in safe hands, you
can trust Royal Mail 24® or Royal Mail 48® for quick,
Guaranteed – by 9am or by 1pm
®
efficient delivery across the UK – or around the world
Looking for a service you can trust when it really with International Business Standard. It’s a great-value
matters? Special Delivery Guaranteed is the answer. option to get your parcel there safe and sound.
We guarantee to deliver your item by 9am or by 1pm
the next working day, or your money back.
*Delivery Matters UK 2008-19, independently conducted by Trinity McQueen.
5
TRACKED 24/48
Stay on track
Royal Mail Tracked 24 ® Customer notifications.
• Your customers get an SMS or email notification
and Tracked 48
®
about the status of their order – the day before
and on the day of delivery.
Maximising trust, minimising stress – so your
customers feel confident ordering from you online. • Customers will receive an estimated delivery
window from two hours, making it easier for them
79% of online shoppers think it’s important to be to plan their day.
kept in the loop with the progress of their deliveries*.
Outbound reporting.
With Royal Mail Tracked you can choose for your
parcels to be delivered the next day or within two days • We have a range of reports to help you manage
– with end-to-end tracking, free collections, optional the delivery of your parcels.
signature on delivery and £100 compensation for Local Collect.
added peace of mind.
• Giving your customers the option to collect
End-to-end tracking. from a local Post Office at a time that suits them.
• Both you and your customers can track the progress • They can choose from over 10,000 Post Office
of the parcels door-to-door, reducing the number of locations or 1,200 Royal Mail Customer Service
customer queries you receive. Points across the UK.
• We can support Click and Collect with our
Local Collect service.
*Delivery Matters UK 2019, independently conducted by Trinity McQueen.
6
TRACKED 24/48
63%
of online shoppers would
track every item if the
service was available*
Making things even easier ‘Something for You’ card notification.
• If we’re unable to deliver an item, your customer
for your customers will receive an email or SMS ‘Something for You’
notification.
Delivery to a neighbour.
• Your customer can use this email or SMS notification
• If your customer isn’t in when we deliver, we’ll to pick up their parcel without having to go home
try to deliver to a neighbour instead. and collect the physical card, or they can rearrange
• We’ll send them an SMS or email notification the delivery for another day.
with the neighbour’s name, house number and first
line of address if it’s a different street.
Safeplace.
• If your customer knows they won’t be at home
to accept the delivery when they place their order,
they can designate a Safeplace for their parcel
to be left.
• They’ll be sent a notification and a photo of the
parcel in its designated Safeplace.
*Delivery Matters UK 2019, independently conducted by Trinity McQueen.
7
TRACKED RETURNS
Royal Mail Tracked Returns 24 ®
and Tracked Returns 48
®
We make it easy for your customers to return or exchange items,
so they happily order from you again and again.
88% of online shoppers expect to be able to return items for free,
88%
of online shoppers want
to return an item for free*
and can be put off retailers if their returns process is a hassle.
With Royal Mail Tracked Returns 24® and Tracked Returns 48®
services, you can make sure your customers’ experience is as
stress-free as possible.
Quick return times. Tracked Returns reporting.
• With Royal Mail Tracked Returns your customers can • We can help you manage your return items
easily return items, so you can receive them either the alongside existing and new stock, sales and
next working day or within 2-3 working days. end-of-line inventory.
Keeping tabs. Labels to Go.
• With end-to-end tracking both you and your • The perfect all-round solution for returns labels.
customers can follow the returned item. With Labels to Go, you no longer have to print your
own, saving you time and money.
• Receive a daily summary report of the number
of returns labels printed from our returns portal. • Instead, your customers can download a unique
QR code to take along to a Customer Service Point
• Trigger a refund or replacement order with ease.
or Post Office. We’ll scan their code and print their
Compensation included. label, ready to return the parcel.
• Up to £100 compensation included with Tracked • For those who want to print their own returns labels
Returns as standard. at home, they can easily download a returns label
Convenient locations. from our Royal Mail Returns Portal. They can then
return the item at any of the 1,200 Customer Service
• Your customers can return their items at any of the Points or 11,500 Post Offices across the UK.
11,500 Post Offices, 1,200 Customer Service Points
or 1,400 Parcel Post Boxes across the UK.
*Delivery Matters UK 2019, independently conducted by Trinity McQueen.
8
INTERNATIONAL BUSINESS TRACKED
International
Business Tracked
Give your overseas customers the assurance they need
– wherever you’re sending your parcels in the world.
If you send three or more parcels abroad every day,
you may qualify for our International Business Tracked
services. They’ll give your customers the confidence to
order from you, with the reassurance that their parcels
will arrive safely and on time, delivered by their regular
postal delivery service.
76%
of shoppers worldwide say
tracking makes them feel more
confident buying online*
Make the most of your business overseas with
International Tracked:
• Deliver parcels up to 2kg (up to 5kg for selected
countries) within Europe from two days.
• Deliver to 79 countries worldwide with £100
compensation and free returns for undelivered items.
• All parcels are scanned at least five times, with
some countries scanning up to 14 times. So you can
easily keep up-to-date with your parcel’s progress.
• Your customers will also benefit from end-to-end
tracking and email notifications in their language.
• Extra compensation is available, with the option
to add signature on delivery in some destinations.
• We also offer a dangerous goods service for a
number of destinations throughout Europe (see our
Available to those sending 1,000 parcels per year, per site.
Combine volumes to meet the threshold across Tracked User Guide for more information).
24 and 48, Tracked Returns 24 and 48 and all International
Tracking and Signature services. *Delivery Matters UK 2019, independently conducted by Trinity McQueen.
9
SPECIAL DELIVERY
Our next day
service for
urgent items
Royal Mail Special Delivery Royal Mail Special Delivery
Guaranteed – by 9am or by 1pm Guaranteed Returns
® ®
When it absolutely must get there the next day, Helping your customers return items when time
we’re ready to move fast. matters most, perfect for high-value parcels.
If you’re looking to send an important or valuable item, 76% of online shoppers say that speed of return
our Special Delivery Guaranteed® services will make is important to them*. Our Royal Mail Special Delivery
sure your parcel is secure at every stage of the journey Guaranteed Returns® service can offer them the
– and gets there on time by 9am or by 1pm. Here’s an efficiency they need, including:
overview of how it works:
• Full tracking, £750 compensation and signature
• Guaranteed next day delivery by 9am or by 1pm, on delivery.
or your money back.
• Money-back guarantee.
• Saturday delivery available for an additional fee.
• Items can be sent back to you from any of
• SMS or email notifications to let customers know the 11,500 Post Office branches in the UK.
their parcels are on their way.
• Additional compensation up to £2,500.
• Signed proof of delivery.
• Inclusive £750 compensation, with money-back
guaranteed if the parcel is not delivered on time.
• Option to extend compensation up to £2,500. Available to Special Delivery Guaranteed account holders sending a minimum of 1 item per year.
Special rates available when sending over 5,000 items per year.
*Delivery Matters UK 2019, independently conducted by Trinity McQueen.
10STANDARD DELIVERY
Standard
Delivery
for everyday
parcels 66% of online shoppers
rated Royal Mail
highest for reliability*
Royal Mail 24 and Royal Mail 48
® ®
Send fewer than
A great value option for quick and efficient delivery. 1,000 parcels a year?
If your business sends over 1,000 low-value parcels You can still take advantage of our
a year, our standard service would be ideal for you. great-value service.
You can be sure that your parcels will be in safe hands,
If your business sends under 1,000 low-value parcels
delivered quickly and efficiently.
a year, our standard service would be ideal for you.
• Delivery next working day or within 2-3 working days. You can be sure that your parcels will be in safe hands,
delivered quickly and efficiently.
• Delivery to a neighbour – customers will get more
information on our Track and Trace of where their • 1st or 2nd Class parcel services deliver up to 20kg.
item has been delivered.
• International Tracked, International Signed,
• Free online delivery confirmation with International Tracked and Signed for letters and
barcoded parcels. parcels up to 2kg (up to 5kg for selected countries).
• Available through our free online shipping platform
Click & Drop® – see page 13 for more details.
• Free online delivery confirmation available.
• Signatures available for an additional fee.
*Delivery Matters UK 2019, independently conducted by Trinity McQueen.
11STANDARD DELIVERY
International Business Standard
Perfect for when someone overseas takes a shine
to your business.
With International Business Standard, you can offer
your customers a choice of Priority or Economy
services that are cost-effective and reliable.
• Send parcels up to 2kg to over 230 countries and
territories worldwide.
• With Priority Service, your parcels can be delivered
within Europe from three working days and to the
rest of the world from six working days.
• Choose Economy Service to deliver to Europe
from ten working days and to the rest of the world
from two weeks.
• Free returns for undelivered items.
• Parcels can be left with a neighbour in some
countries if your customer isn’t in.
• Signature option for some countries.
Send parcels
up to 2kg to over
230
countries worldwide
Available to those sending 1,000 parcels per year, per site or
spending £5,000 per year on International Business Services.
12SHIPPING SOLUTIONS
Make your life easier
with our range of
Shipping Solutions
Whether you’re just starting out or business
is booming, our range of simple shipping solutions
can make sending your parcels a breeze.
Click & Drop Pro Shipping
®
Our most popular shipping solution is a great For advanced shippers wanting extra flexibility.
platform for growing retailers. This free service
Perfect for larger businesses where a more hands-on
offers flexible functionality to suit your needs,
despatch system with complex needs is required.
whether you use the guest checkout option or
register with a Business Account.
API Shipping
• Pull in orders from all your marketplaces.
Ideal for those who are tech-savvy.
• Choose different label formats with options
to personalise. Great if you’re comfortable using APIs and want to
process shipments your way.
• Choose from different delivery options.
• Automatically upload tracking numbers to Third-party partners
your online stores.
• Automate printing your postage all in one place, Helping you integrate with selected companies.
without any manual intervention, ready to drop Often used alongside third-party software as part
off or hand over to your collection driver. of an existing e-commerce process. Find our full list
• Print customs declarations/labels and of integrated partners at
upload customs pre-advice data to speed up royalmail.com/parcelshippingsolutions
border clearance.
13More ways
we can help
you and your
customers
Royal Mail Sameday delivery
Available seven days a week across the UK, with a
choice of options including multi-drop and evening,
plus compensation up to £2,500.
Royal Mail Relay
A bespoke out-of-hours network for urgent and
important items, with guaranteed collections and
deliveries at any number of locations you choose.
14Later collection times
Customers increasingly expect to be able to order later
and still receive their item the next day. We can offer
later acceptance times for businesses in certain areas.
Free collections
If you’re an Account Customer and spend more than
£16,500 with us, we can save you time by collecting
parcels from your business premises for free. This
includes all Tracked and International parcels.
Helping you meet new customs
requirements
We can offer advice on customs requirements for
different countries to minimise disruption and a range
of solutions including cleaning your stock catalogue.
Royal Mail app
With our handy app, customers can easily track
their parcels and get push notifications when they’re
delivered. They can also buy and print postage on the
go, look up services nearby and book a Redelivery all
in a few taps.
Find out more about how we make shipping easy at
royalmail.com/business/services
15Want to know more
about sending parcels
with Royal Mail?
Visit royalmail.com/business/services
Royal Mail and the cruciform are trademarks of Royal Mail Group Limited.
© Royal Mail Group Limited 2020. All rights reserved. Royal Mail Group Limited.
Registered in England and Wales, number 4138203, registered office:
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