Royal Mail Transformation for marketplace sellers

By Chris Dawson August 19, 2019 - 10:53 am

Royal Mail was founded in 1516 as a business delivering letters across the nation. Today parcels are overtaking letters as ecommerce continues to accelerate and many of these purchases are delivered by the nation’s postal service. A multi-year Royal Mail transformation is under to cope with the deluge of parcels so we went to see Natalie Thomas Royal Mail’s Innovation Director, to find out more.

Royal Mail carry more parcels than all other UK carriers put together with 1.3 billion delivered annually and are investing £1.8 billion to improve the service.

Marketplace sellers are already seeing some of the improvements coming from the Royal Mail transformation. They’ve created Click and Drop (allowing you to put your own logo on labels) as well as Pro Shipping. Alongside this new services such as an estimated delivery window the day before, new tracked products with all postal delivery workers having handholds to track deliveries. This has enabled eBay for instance, to protect sellers on-time delivery metrics for items carrying 2D bar codes.

Over the next four years, three new fully automated parcel hubs will go live. This is part of Royal Mail transformation plans for a 2nd day delivery. Consumers are buying ever later in the day and Royal Mail’s second delivery, combined with their investment in parcel hubs, will rush items through the network so if a consumer buys from you in the evening it will be delivered in less than 24 hours.

Another part of the Royal Mail transformation is the Royal Mail app giving up to date delivery notifications and future plans are inflight delivery notifications to keep your customers informed exactly when your products will arrive.

Smaller sellers will appreciate parcel post boxes and in the future collections from home to save trips to the post Office.

Royal Mail Transformation

Find out more about the Royal Mail transformation in the video below and at

  • James
    5 months ago

    Royal Mail are probably the biggest thorn in our back as sellers. The majority of items we send are LL 24 and the loss rate runs at around 0.8-1%.

    This is a company that has failed to modernise due to union pressure. Their own employees are slowly killing the business because as with all unionised workforces there is a desire for more pay, less work and a refusal to all machinery and other upgrade (for fear of losing their cushy jobs).

    Can’t wait for this monopoly to collapse.

    • Jimbo
      5 months ago

      Are you sure you are addressing your packets correctly? Your loss rate is ridiculously high

    • I
      5 months ago

      Suck a bag mate whats cushy about it

    • Colin
      5 months ago

      Would love you to come and sort 2000 or so letters and parcels then pound the streets for 5 hrs plus in all weathers ,6 days a week and see how cushy it is.

    • Dave barrow
      5 months ago

      Knob . People like you have no idea about the job at royal mail.

    • James
      5 months ago

      Jimbo: Yes – and this is within a similar range for other high volume businesses I am in touch with. The biggest problem we have is posties posting large letters into wrong letterboxes and then scanning as delivered. We get reminded of this regularly by our customers. As the goods we sell are low value more often than not we’ll just repost the item. Royal Mail remains unaware because the item is showing as “delivered!. Yes I am aware that some of the above will be fraud, but given the experience of other sellers I’m lead to think a large majority of that 0-8-1% is due to lazy delivery.

      Colin: For the work done, it is overpaid (most especially on the pension side)

      Much more of the sorting work can and should be done by machines. The money saved in labour could then be re-invested. Given the reach and scale of Royal Mail’s network the company should be far ahead of what it is. Some of it will be to do with management but I suspect a large part of it is due to the union.

    • 5 months ago

      My loss rate is around 0.1% to 0.2% We use click and drop. We ship about 1000 various size letters and parcels and around 1-3 gets loss ( No signature or no delivery confirmation )

      We get about 0.1 customers tells us that they didn’t receive the item when the delivery confirmation is positive for royal mail 24. Overall l like the service, its better than first or second class without signature and price is not far off.

      After 10 years and 2 years with click and drop, I have to admit it is the best and most reliable shipping solution for marketplace sellers

      Click and drop needs a lot of improvements though. My biggest problem is not knowing how much I pay for each letter/parcel I dont understand why it’s not showing it would be so handy.

      Print assist was consuming all the CPU on all the PCs so I had to turn off on all computers.

      Domestic / International Package Sizes Conflict For Shipping Rules

      I sell many light and small items that easily fit in letter size packaging. If they are over £20 I send these letters 1st class signed for domestically. Internationally I send them tracked and signed (or just signed for the countries required) regardless of the value. If they are below £20 and sell in the UK then I send these letter-sized items via normal Royal Mail 24 but this service only applies to Large Letters and Parcels and so I choose them to be large letters manually for this.

      The product information for these items declares them to be letters and so they send as letters internationally but they do not apply to my Royal Mail 24 rule for domestic postage, they would need to be classed as a large letter for this. Obviously, if I change the product page to say large letter then it works but then they send as large letters internationally and I then lose ~£2 per letter-sized item that sells this way.

      I have seen on the product page that you can select the package size and it classes it for ‘Domestic / International’.

      Ideally, I would like to be able to choose an option for these products where they are ‘Large Letter / Letter’ so it sends as Royal Mail 24 in the UK and as the letter size, it is for International shipping in order not to overpay.

      I suspect that this option isn’t already available due to people misusing the postage labels but as I explained above, our situation is very legitimate to utilise the services in this way since they are actually letter-sized items.

    • 5 months ago

      A fairly familiar anti-union rant.

      I’m not doing so right now, but I did run an online business that sold packeted items.
      About 4 thousand items sold. Hardly more than a handful ever went ‘missing’. About 2 or 3 seemed to be genuinely lost. The rest…, well , from the actions and attitude of those customers, it looked more like they were dishonest, and just wanted something without paying for it.

      I very much value my local posties, and the service they provide. The couriers…, DPD.., Hermes.. ? Don’t get me going.

    • Tony
      5 months ago

      Its not a” cushy” job.
      Being a hgv driver ,your start time could be any time in a 24hr period, including week ends.
      We work hard and to time.
      You need to get a life mate.
      Its all very well for you to slate Royalmail employees you know nothing.

  • jim
    5 months ago

    we have mentioned this before
    we recently asked why an item had not been scanned when we knew it had been delivered, and the response from customer support was that the battery was flat on the scanner
    if royal mall cant be relied to charge a battery, any amount of hi tech is rendered useless

  • Darren
    5 months ago

    An item may not be scanned for a variety of reasons.

    The barcode may be defaced due to;
    The sticker being applied incorrectly to the package ( barcode is creased etc) or has been placed on a on flat surface.
    The barcode may have become wet due to rain etc and has smudged.
    The barcode has been saturated with Ink (during printing) and is no longer clear.
    All of these can cause a failure in the scanning system.
    And yes, technology does at times crash. Handheld PDA’s do suffer system crashes and battery failures.

  • Laura Spellman
    5 months ago

    Why do certain mailmen not leave packages with a neighbor if I am not home I have told him it’s ok to do so yet another one is happy to comply to my request Royalmail is a joke they employ morons most of the time the mailman I have is miserable never speaks just looks at me like I am dirt

    • Emma
      5 months ago

      2 reasons I can think of. 1, neighbours don’t like taking other peoples parcels if it’s on a regular basis. 2 with increased parcels, postie doesn’t have time to go doorstepping, I don’t I have 500+ houses to do in less than 3hrs

    • Ian moran
      5 months ago

      ‘Mailman’ it postie in this county 💕 from one of them morons at Royal Mail

    5 months ago

    To all concerned I had a wonderful and rewarding tome at the Royal Mail . Staff have embraced new tech wholeheartedly . Staff at the Royal Mail go above anbeyond to deliver a great service as well as raisibg millions of pounds for charity these are the stories and kind gestures not spoken about5

  • Terrence Allen
    5 months ago

    Most the problems are down to bad management starting from top down. Most of management are only in there jobs because there mate gave em the job or a family member is in mangement they have no man management skills at all just got the gift of the gob. wudnt pay most of em because most of these were the lazy staff who never wanted to do work when on shop floor . They talk a gud job and that was it. Needs a gud clear out of management who not do what they shud. Get over £30000 a yr for what.

    • Dave
      5 months ago

      Isn’t it interesting how the vast majority of replies from Royal Mail workers are articulate, well-reasoned and informative. Compare that to your own rant which is full of spelling and grammatical errors. If I were one of these ‘overpaid’ managers, I know who I’d employ.

  • Samual
    5 months ago

    Royalmail is nation asset it has and will always be part of the our great nation and to the idiots who complain i would like them to try working there if they would last would be a miracle

  • N j Bowers
    5 months ago

    As someone who actually works on the shop floor in royal mails south midlands mail center we are fully aware of the future is going to be more mechanized as someone whose done more than 22 years in the business i embraced change and not all posties are not dinosaurs not able to accept change yes we’ve got a union and they aint perfect. Equally Royal mail as a business isn’t great either the problem is the ones that are running it and not the posties and the new bloke in charge is going to do a MG Rover on the business so dont worry general public Royal Mail in 5-10 years wont exist anyway

  • Stuart Hempshall
    5 months ago

    Resent being called a moron. The majority in our office go above and beyond to deliver a quality service. PDAs do crash and labels are unscannable occasionally. Usually we leave the parcel with a neighbour unless there’s been a problem in the past

    • Kazza K
      5 months ago

      Well said Stuart. I too work for Royal Mail and am very proud to do so. It bothers me immensely that people voice their opinion using a blanket approach. The large majority of posties do a very good job providing a very good service everyday, sadly opinions are formed from the odd negative comments made on such forums. Would be interested to know who these people ‘work’ for and how they fair as an employee in their clearly thriving business.

    • alan paterson
      5 months ago

      @ Kazaa, I work for myself. As an employee I would rate me first class. as an employer I am superb. I amply only me.

      Posties I have worked with over the past 20 years – less so. Many “not so great” experiences.

      you are on a forum for ebay sellers. who do you think the people on here work for?

      common sense is not very common in Royal Mail.

      my collection driver used to turn up 2 hours before my collection time and go to sleep in his truck. every day for 5 years. another Postie tried to persuade me to SUE Royal Mail – his resentment was so bad for his employer and management. just two of many many examples I can give.

  • 5 months ago

    I have worked for royal mail for over 30 years and this is the first time I am actually worried about the future.
    Higher management create deals which are detrimental to the business. We are always playing catch up on our competitors.
    The focus for the group is on GLS and not Royal Mail.
    Local management unable to manage because of Union.
    Agreements in place which are too biased towards those willing to “play the game”.
    I give Royal Mail 5 to 10 years at most.

  • 5 months ago

    Im wondering how many of these people who just moan actually realise what the WHOLE job entails..woukd they get up every day..walk the streets in the rain..slush..sleet..wind..for over half a year or in the weather now and walk up and down stairs ..paths you name it to stick mail in a letter box..i know i wouldnt..these people just moan about everything whilst getting things for far cheaper than most of other parcel delivery companys .get a life people

  • 5 months ago

    I’ve worked for royal mail for over 20 years and prior to that was in the Army.
    I can assure it’s a very physical taxing job carried out in all weathers .
    I ve met very few posties which I’d label lazy or belligerent.
    indeed on a weekly basis we have messages of praise from our customers.
    The Union have worked hard to attain a liveable wage wage what is the issue with that ?

  • Jim
    5 months ago

    The usual bollocks about walking miles wind rain blah blah
    Someone would have you think a postie was doing unpaid charity work

  • Quentin Groves
    5 months ago

    Jim before you condemn us come and do the job for a couple of weeks and see what the job REALLY entails. If you still feel the same after that fair enough. Also in the not too distant future the one price goes anywhere service will go to be replaced by zonal pricing and the Universal Service will go too. Hope i’m retired then,be careful what you wish for!!!!!!

    • jim
      5 months ago

      I am not condemning posties our local posties are great their an asset to the community
      what my point is ,though a little blunt
      is posties are employed to do a job ,they know they need to walk and carry bags in all weathers[ that can include glorious sunshine, spectacular scenery ,wonderful and interesting locations,]
      were just bored with those that seem to think they need a medal for doing their job

    • 5 months ago

      @ jim it is not that they want to get a medal for the work they do, it is that they defend accusations.

      That is completely diferent

  • Brian
    5 months ago

    As an current Postie one of the main reasons parcels are not left at some neighbors is because the customer is ordering so much stuff neighbors have had enough or the customer is too lazy to collect it from their neighbours thus upsetting the neighbors. My walk consists of 600+ homes. And I for one deliver nearly every parcel every day. Also it would be helpful if these home businesses labelled correctly in the first place and not on corners, etc. If you run out of ink…reprint it dont leave it and think it’s okay… It isn’t. That’s why we can’t scan it and you can’t track it!

    • Nick
      5 months ago

      That’s a good point about printing labels, Brian.
      My tip for sellers is to buy an additional printer as a spare, because we all know that if a printer is going to run out of ink then it’s going to happen when you’re busy printing the day’s postal labels. And this is especially true if you’re running compatible ink to save on printing costs.
      I’ve got a cheap one for £25 from Argos, that’s connected and ready to fire up at the touch of a button if my main printer lets me down.

  • Derek Jones
    5 months ago

    25 years in the job so I can obviously do it properly or I’d be out of a job. Biggest pain for me next day 1pm special deliveries why o why do people order a signed for item and never in to sign for it. I’m not taking it to a neighbour as I’m liable for that item so if your ordering signed for stay bloody home.

    • Nick
      5 months ago

      As a seller, I often use RM’s “Special Delivery before 1pm” service because it gives added value to the customer, regardless of whether the customer is in or not. If the item goes back to the depot then RM are obliged to keep it for quite a long time, which may suit a customer who is away on business or on holiday. I also think that, rightly or wrongly, there’s a perception by the customer that their purchase will receive “white glove” handling, and less likely to be damaged, get stolen or “get lost in the system”. And it’s worth remembering that buyers may enjoy telling their friends that they’ve received an item via a premium delivery service.
      I sometimes use “Special Delivery” to help manage customers’ expectations when my own time is short. For instance, if a customer has paid for 2nd class, and for some reason I can’t post items on a given day, I’ll upgrade to “Special” the following day so the customer still gets their item within the original expected time frame.
      Plus there’s enhanced insurance for me, better tracking, and if it doesn’t get delivered by 1PM, or at least attempted to be delivered, then the entire shipping cost is refunded to me by cheque (which happens a lot).

    • Alan Paterson
      5 months ago

      @ Derek, not obvious at all. I have had posties at my premises in the last year who have been in Royal Mail as long as you yet do not know how to do their jobs. Examples – they are not aware of how a 2d barcode works, the rules regarding acceptance or delivery scans, how tracking works, basic terminology.

      some posties are just not interested in their job or act “burnt out”.
      and all posties, and I mean all of them trash the management and bosses of Royal Mail with many being down right threatening.

      The front line postal workers have no respect for their bosses and frequently vocalise this. They “know better” but when you speak with them about the infrastructure and running of Royal Mail – they usually know very little or nothing. The tail is wagging the dog in Royal Mail.

      maybe if the posties worked with the organisation rather than apparently working against it – things would go smoother and Royal Mail would be beating the competition.

      the last threatened strikes – people were running to Hermes in droves with few returning.

      I respect that there are some “good” posties out there but most are moaning gits who seem very unhappy with working for Royal Mail.

      one postman even encouraged me to “sue” Royal Mail because I commented that not all my tracked mail was getting delivered on time. he was not even aware that Tracked 24/48 was not a guaranteed service. This was someone who bad been employed by Royal Mail for nearly 30 years and although his attitude was a little extreme – it reflected the typical resentment that postman have for their employer, bosses and organisation.

  • Mark
    5 months ago

    Twats moaning again people thing us posties only deliver a couple of roads. Its laughable if most people moaning did a full delivery they would see how crap it can be.

  • Belfast Tomb street
    5 months ago

    Worked for Royal Mail for 13 years, Easy and well paid,.over £13 an hour, more than a firefighter, nurse, police constable etc managers only managers because they where scabs during strike, They then get there family members in through the loop hole starting as agency then excellent employer we will keep him on *wink wink* instead of going through the career website, posties late for there specials and sign them on a wait docket so the times can be altered. Easy money, I’m Glad I’ve left now and work for a living instead of being embarrassesed getting my payslip knowing I got paid for nothing basically. No wonder the job is a 25 hour week job now should have always been like that, get the same work done as an ‘oul’ full timer. Lazy so and so.

    • Ian moran
      5 months ago


  • Nick
    5 months ago

    I’ve sold over 10 thousand items on ebay over the years and, unless it’s a large item, I almost always use Royal Mail. I’ve only ever had three buyers claim they “never received it” and, as we all know, their claim might well have been fraudulent.
    So Royal Mail gets my vote as a seller.
    And as a buyer, apart from larger items, I tend to only buy from other sellers if they’re using Royal Mail, because the last thing I want is to have couriers banging on neighbours’ doors, or indeed encourage these unfortunate people to drive round as fast as possible, creating both risk and unnecessary pollution. Royal Mail drivers tend to be very professional and courteous when behind the wheel.
    The only thing that I can’t fathom, is why the cost of using Royal Mail has roughly doubled in real terms, over the last 40 years, despite all this new technology.

  • 5 months ago

    I fully support RM and have used them for 25+ years, as Bulent Bas said, we also get very few parcels go missing. I do wonder why the system works for some and not others. Maybe it is not the system bu the user?

  • Toby
    5 months ago

    It is wrong to tar all posties with the same brush. Like any professionathere will be the good the bad and the damn right dreadful. We are lucky in that ours have almost entirely been great, one exception, but like i said…
    However that is not to say there aren’t big issues. We find that the service nationally can change like thew weather. Monday postings seem to have a much higher rate of late deliveries or next arrives. Speaking with out postie he informed me it was due to the fact that after the weekend the amount of mail can overwhelm what they can deal with and so some is put aside and filtered into the system during the week. This would acocunt for the fatc we often get several items from a monday that arrive 3 to 5 days late. Big issue if you are on ebay as people expect you to resend or refund well before that. We get more than a few customers contact us to say items have turned up 5 to 10 days late, and after we have resent others.
    The other issue that causes us no end of issues is cards not being left. Now RM hQ tell us this simply doesn’t happen…. yet when i look at the sheer number of people who let us know an item hasn’t arrived / no card and then we tell them to check with the sorting office and it is there, it tells a different story. Again that is more delivery mark downs on ebay etc.
    Now im not saying this is all down to the posties themself. Our postie tells me that they are often short staffed, especially in the summer and that causes big issues, also that sometimes you simply plough through the cards and may run out before the end of a run. The volume of parcels being sent means more and more items can’t be posted through a letter box.
    So it is a bit of a mixed bag. Short staffed, a system that struggles to deal with the volumes going through it, a management system that refuses to accept there are issues… and yes, a few poor posties. This is where the issues start, sadly it end s with the sender who has little or no power over it.
    ….. oh yes. Those barcoded items that get scanned on the way to the address… Then can’t be left. GRRRRRR scan on delivery not on the way to the address please. This causes big issues. I had 2 just the other day at my home address, both said delivered but we had been out all day. No card either. So their was i pestering the senders, who swore blind we had received them. So a trip to the sorting office to try and get them. Kind of makes the whole barcode thing a complete waste of time. What next? Signed for that doesn’t need to be signed for?

  • Royal Snail
    5 months ago

    Can some of you postmen tell me why I get a different postman few weeks or sometimes every week? 2 years ago I had this postman who was continually speaking to someone on a headset while he was delivering my mail. Never looked me in the eye or spoke to me in 6 months and I have deliveries at least 3 days a week. He went missing for about 8 months then he was back again. Then he went missing again for a couple of months and now he’s back. In between I’ve had about 9 different postmen/women delivering my mail…why? I’ve had cards for parcels left without the van driver trying to ring my doorbell. Just parked in the middle of the road stuck a while you were out card through my letterbox and drove off. Complained about it was told it would be investigated but never heard back again. At least 4 occasions I have had signed for mail delivered and signed in my name (my signature forged) when it was not me who signed (I live alone) I know Royal Mail put posties under pressure to deliver their quota but it’s counterproductive if it’s affecting their ability to give a decent honest service. I no longer bother complaining now as it makes no difference so royal mail are not fully aware of the real picture. Their surveys make about as much sense as lying to your Doctor about your health. It would also help if my local sorting office did not close at 12 noon every day of the week. I’m in Forest Gate, East London and have been told that opening hours are left to the individual sort office. Why is it that some sorting office is are open all day and evening and some even up to 9pm and others close at noon in a very busy area of London?

  • Andy
    5 months ago

    Improve your service metrics

    Hi Andy,

    Compared to sellers that sell similar items under similar circumstances, your rates for item not received requests opened by buyers between 01 Jul, 2018 – 30 Jun, 2019 are high or very high. ”

    mostly large letters 1.3% I have a proof of postage slip for every 1 of them. I have now started claiming all last 30 claims required 110 pieces of evidence simply to reclaim cost price

    • 5 months ago

      I switched to a royal mail business account and DMO/click and drop nearly 4 years ago and if you have enough mail volume to do it, I would recommend it.

      It’s usually a rough 50/50 split of parcels and large letters here, but they all get delivery confirmation scans, which helps reduce INRs and is so much better than using the post office and proof of postage receipts. Ebay removes any late ones from the defect report, so if you made the switch, you shouldn’t get another ebay message like that one.

      other potential benefits:
      ex VAT pricing
      average weight
      eligible for a collection

    • 5 months ago

      @Andy This is what is confusing, you use Royal Mail, I use Royal Mail. I do not have the problems you have and many other sellers do not have the same problems.

      I agree that other people also do have the same problems.

      The curious part is, how is this possible when we all use the same service?

    • Jim
      5 months ago

      We dont all send the same product, or Use the same product of the service,
      At the same location, to the same address , at the same time,

    • jim
      5 months ago

      we still wonder why even though all our packages have a bar code, with a return address, pass thru all sorts of acceptance delivery and security scans
      parcels are often not returned when undelivered, or uncollected
      rather than auctioned off

    • 5 months ago

      @Jim I use Royal Mail and have very few problems compared to some people on here that moan RM are a rubbish.

      I send out both letters and parcels. It does not matter what is in the parcels, they are delivered by Royal Mail, so the same service.

      So are they selective who they deliver for, do they see the return address on mine and mark that as being important and must be delivered?

      Even during the Black Friday and following weeks up till Christmas we had very few problems.

      The only difference is the person putting the items in the post.

    • JIM
      5 months ago

      so a delivery in a quite surrey village where the postie is part of the rotary club and the village cricket team
      is the same as the top floor of a tower block in east London where the LIFT MAY BE NOT WORKING ,has the same level of service ?

    • 5 months ago

      @Jim, You are so funny…

      I doubt if the postie in East London would live in Surrey, but if he did I am sure he would give the same level of service.

    • Jim
      5 months ago

      Royal mail service has to have flaws and fault depending on what who and where
      Its not just down to the sender

    • 5 months ago

      @Jim No service is faultless, I am guessing even the great “Hermes” has faults.

      Are problems not down to the sender?

      The Royal Mail service is the same throughout the country and we all send out parcels nationwide, so I do not understand why some senders consistently have far more problems with Royal mail than others?

      Are they just unlucky? Are the ones, like myself, who do not have problems “very lucky”?

      My parcels are nearly all under 1kg and apart from the large letters, we use two sizes of boxes, the largest being a 9x6x4. Would that have any bearing on deliveries?

      I use the standard 6*4 labels supplied by RM and printed using the C&D service, all with a 2d bar code.

      What I do which is a complete pain in the rear is I check every order to make sure the address is correct and formatted correctly. If they are not I update them , which is about 1/3. If I can not correct them I contact the buyer, if they do not respond I cancel the order. If I consider an address risky or the value is over £60, I make it signed for.

      If an item is undelivered it gets returned by RM. about 1/100 or less get lost.

  • Bulent Bas
    5 months ago

    Since some of us don’t use Royal Mail to its full potential or for their full business needs I thought I had better put my own review for other sellers who are interested.

    First of all, I will start with pros and cons and my review will follow.


    -For Letter and Large Letter sized items, Royal Mail is by far the most competitive prices especially if you sell high volume as the rates improve

    -Delivery confirmation on Royal Mail 24 / 48 considering as those services start from less than £1 is amazing

    -Software integration for Click and Drop into online marketplaces works like a charm so far; no issues on either eBay or Amazon so far (Amazon Mexico however, does not integrate)

    -Click and Drop automatically adds the tracking codes to the orders after the manifest which used to take me an hour or more each day to add 100 tracking codes

    -Shipping rules are straightforward to set up and out of 100 orders around 80 will be ready to print at a single click without needing any further input thanks to the new print assist feature

    -As little as 25 parcels a week unlocks the potential for the free collection so we have not been to a post office for the last couple of years. Recently we have even been sending so many Royal Mail Tracked 24 parcels a week that they have given us free Saturday collections also

    -Royal Mail provides us with our mail supplies free online to order (bag labels, 6x4mm labels for our thermal printer, bags, zip ties, trays, etc.) which would accumulate to a big expenditure over the years

    -They provided us with a dedicated account manager who helps us with anything we need to ask; she even offered us the best prices and services tailored for our business needs

    -Click and Drop is continuously improving with each new update in many areas including new features

    -Cancelling postage before manifesting the day’s orders is very easy and you will know before the time to manifest if you need to cancel since you can do one last check. Cancelling post manifest requires a claim style procedure to be followed but is a very rare situation

    -Sending return labels to customers is very easy and is considerably cheaper than eBay rates

    These are the main benefits I can think of and here are the cons


    -If there is a cancellation after the manifest it does require quite some effort to claim since the exact cost of the order is not easily apparent since the prices are based on average weights and sizes; it feels to me that it should be far easier to know how much was spent on that particular order

    -It would be very helpful to know how much you are paying for each label even if only roughly and also the VAT and surcharges such as fuel – Alternatively, a weekly or monthly itemised report would be a good solution like any other software involved with sales; this is perhaps the most unprofessional part of it

    -When an item is lost or damaged, Royal Mail only refunds the cost price of the item and postage – If the parcel gets to the location without an issue we would make a more significant profit and we would not risk losing the customers repeat custom; it is my belief that Royal Mail should compensate this too

    -When claiming a lost or damaged item they ask us to provide the invoice of the item we purchased which is a nightmare because it takes us a lot of effort and time to find these since we stock items for a long time. It seems pointless since invoices are also very easy to fake.

    -It would be far easier to be able to claim a lost or damaged item through that order on Click and Drop itself rather than asking us to fill an excel sheet and attach various proofs via email. Then we still need to chase it but if such a feature was on Click and Drop we could monitor the progress on the software instead.

    -Some customers make multiple purchases on the same day and click and drop does not alert you to this so if you do not spot it and cancel one of the labels so you can post the items together it costs additional shipping. An alert that the same name and address has passed into the orders would surely be a very easy and helpful feature to implement

    -Sometimes Royal Mail do not acquire the signature from the customer for a service which requires it – this causes issues for us with online sales and Amazon in particular since Amazon does not accept delivery confirmation as proof of delivery and needs to see the signature of the recipient

    -Occasionally the server for click and drop has been down and we have been unable to print labels or manifest the day’s orders

    -A specific issue we encountered with the shipping rules was not being able to classify an inventory item differently for Domestic and International shippings. For example, we post a letter sized item as large letter in the UK so we can use the delivery confirmation of Royal Mail 24 (only Large Letter and above) but wish to send the same item as the Letter size it is internationally since it is cheaper

    -The last one for me personally would be if the integration to the sales channels automatically imported our catalogue including the item photos so we can easily see what has been sold

    My summary would be that Royal Mail is far better than any other company out there especially for selling a high volume of light products like us.

    Our workload has probably dropped almost 80% since we no longer have to print and cut addresses as well as the return address label or frank items but instead printing all the labels as adhesive stickers, and the tracking is uploaded automatically removing the human error as well as the system remembering the item weights and parcel sizes. Therefore I don’t think we can complain just because of some lost items and missing signatures.

    Royal Mail is constantly improving so I think lots of these issues will be smoothed out and made more accessible.

  • Front Liner
    5 months ago

    Hi Bulent Bas
    As a Front Line worker I was very taken by your support for Royal Mail,
    Even though RM is a large reputable company there resources are still limited, just like yours are when it comes to digging out invoices.
    RM do have a part to play in the loss and damage of items, but there is also the factor of fraud to consider and they invest a lot of money in solving this problem. So you can understand why they only refund the cost of postage.

    I myself do make mistakes but have very honest customers and always try to retrieve mis-deliveries. “I can only speak for myself though” and I always handle customers deliveries as they were my own.

    RM have a saying “It is easy to find new trade but it is 10 times harder to get old customers back”. What the old customers seem to foget is RM are always trying there. BEST.

  • Front Liner
    5 months ago

    Hi Bulent Bas
    As a Front Line worker I was very taken by your support for Royal Mail,
    Even though RM is a large reputable company there resources are still limited, just like yours are when it comes to digging out invoices.
    RM do have a part to play in the loss and damage of items, but there is also the factor of fraud to consider and they invest a lot of money in solving this problem. So you can understand why they only refund the items price and cost of postage.

    I myself do make mistakes but have very honest customers and always try to retrieve mis-deliveries. “I can only speak for myself though” and I always handle customers deliveries as they were my own.

    RM have a saying “It is easy to find new trade but it is 10 times harder to get old customers back”. What the old customers seem to foget is RM are always trying there. BEST.

  • Alan Paterson
    5 months ago

    I like how most of the positive comments here are from posties themselves. Talk about blowing your own trumpet.

    personally – Royal Mail would get a lot more support and business from me if it were not for all the hassle in the past with threatened strikes and actual strikes.

    Posties don’t like their pay or conditions so they threaten to disrupt my business? I don’t get threats from the likes of Hermes or other couriers. instead the Royal Mail competition make every attempt to treat me as a valuable customer.

    Alternative services value my business and – in the case of Hermes – are almost half the price of a Royal Mail tracked item. And despite posties trashing Hermes when I have stated this in the past – the delivery success rate of Hermes is on par with Royal Mail.

    I find that many posties have a chip on their shoulder against management, pay and working conditions. I respect that – but don’t take it out on the customer.

    Its also alarming how little some postman know about their job, and tracking etc. I find that I am educating them about things that they should already know. I have been using Royal Mail for years but some postman have been with Royal Mail longer and their knowledge is sadly lacking.

  • jim
    5 months ago

    our big problem with royal mail
    is the defensive obstructive attitude of customer services on the odd occasion something goes wrong,
    they often simply quote the small print terms and conditions with no real effort to help or solve the problem

  • Front Liner
    5 months ago

    Hermes are a joke, they only deliver to compact housing areas and city centres. RM do all there rural deliveries. Hermes take a handling fee.

    When you give Hermes credit you really are passing RM

    • Rob
      5 months ago

      @Front Liner

      Thats odd as I send quite a bit of stuff up to remote Scotland and don’t seem to have any problem with any of the orders going missing.
      What works for one business won’t work for the next.
      MyHermes works well for me as I am a small business that posts around 50 parcels a week. Most of which go via MyHermes I am able to drop them off easy enough at my local shop. Customers can see tracking where the parcel is up, they get updates when it is due to be delivered and most the time a delivery window of when to expect it on the day. Do they get it right everytime probably not.
      Recently send a few small signed for parcels with RM. drop off at post office where most the time they don’t know how to scan a barcode and type each post code in. Customer asking where parcel is, check ebay tracking first and shows label created, then check RM tracking and only shows parcel dropped off and only shows when delivered.
      From a buyer point of view which is a better service up to point of delivery?
      Some buyers tend to like parcels left in a safe place and can request this with MyHermes, RM take parcels back usually to sorting office for people to collect. But then hours for collection are not great at the sorting office most the time, shut mid afternoon.
      From a sellers point of view I can usually tell if there is a problem with a lost delivery with MyHermes as it will be lost somewhere in the network and not moved for a few days.

    • alan paterson
      5 months ago

      @ Front liner.

      that’s the typical response I get from Posties when I praise Hermes. however, you forget something …….. I have used Hermes every day since 2011 so don’t tell me they are a “joke”. its the typical arrogance of a Postman.

      I have all the stats on successful deliveries and delivery times and have compared them to Royal Mail over the past 2450 days. I can guarantee you they are on par with Royal Mail and they have now introduced GPS delivery confirmation as part of their tracking system. This information is ON SCREEN when tracked along with photo evidence of delivery. Don’t see anyone else doing that – not even Royal Mail special delivery (at 10 times the price) does that.

      For the first time I have been able to successfully appeal cases on Amazon with this information from Hermes. Cant do that with Royal Mail.

      Your response without data, facts and figures is what is the “joke” but I expected no more – that’s the response it seems that you guys are trained to give when Hermes is mentioned. Come back and we can have a discussion when you have actually used the Hermes service and have some valid stats rather than this very childish response that I have heard a million times before from posties most of who are just regurgitating what their mates have said. no valid data.

      and above all – I will reiterate that when Hermes drivers are unhappy they don’t threaten to disrupt my business to get their own way. Posties pay and working conditions and management should be nothing to do with me. however, you made it my business in the past by refusing to deliver my parcels at peak periods and more recently threatening not to deliver my parcels. so I will have something to say to that till the day I die. thank god Hermes were out there to take my business while you guys were throwing your tantrums. Had they not been eager to take my parcels at relatively short notice – your union could have cost me my business. I am 100% mail order and at one point relied on Royal Mail 100% – but that was stupidity on my part.

    • alan paterson
      5 months ago

      @ Front Liner

      sorry forgot to mention. “when you say that Royal Mail do all Hermes rural delivery you are talking PANTS. Can I say that? I would have used the word “SHIT” but that would be rude.

      I have heard that claim from sooooo many postman. it just undermines your credibility. How on earth could I be seeing GPS and photo evidence on my rural tracking if it had been passed to Royal Mail – I would be surprised if you could even work a camera – and if you could you always try and skew the picture (ha).

      More Postie propaganda – you really do show yourselves up by spouting such non-sense.

      Even in ZE postcode (the most remote location I can think of) a Hermes parcel is delivered by hermes. There were times that Bond couriers were delivering in Ireland but never, never was Royal Mail used.

      taking the credit for the success of Hermes deliveries. shame on you.

  • jim
    5 months ago

    we use my hermes and dont care if noddy and big ears do the delivery, in their noddy car, as long as its delivered
    my hermes is half the price or more than royal mail

    • alan paterson
      5 months ago

      @ Jim

      Noddy and Big ears left Hermes last year, they now work for Yodel.

      I hear that they tried to get a job with RM but did not fit in. Noddy smiles too much and never complains.

  • Front Liner
    5 months ago

    If you are happy with the way your goods are delivered and received, then fair play to you all.
    If not, then I truly hope that RM’s 1.8 billion modernisation works.
    For all of us.

    • Rob
      5 months ago

      The 1.8 billion will catch RM up to other carriers, by the time RM invest the money over the next few years all the other parcel companies will have invested again and provide a better service and RM will still be playing catch up.

    • 5 months ago

      @Rob I use RM and am more than happy with my deliveries, they collect my parcels each day and deliver on time at a reasonable price. What more do I need?

      What does the customer need? My customers seem very happy with the service provided, despite what eBay / Amazon seem to think, most people do not want items to arrive tomorrow, nor do they need to know the tracking details.

      They just need the product delivered. Royal, Mail, job done!

      The problem I have with RM is that the customer service is shocking, as I rarely need to contact them it hardly effects me.

      Any investment to improve the service is a good thing.

    • Rob
      5 months ago

      @Tyler some customers can have all the delivery notifications from the courier and marketplace and still not check them. Others like to see when the parcel is expected to arrive and have the ability to change the location if they are out, request it left with a neighbour or greenhouse etc. Can see if it has been delayed.
      For me Hermes wins on price and service, I get it tracked and cheaper then RM 2nd class

    • alan paterson
      5 months ago

      well if it doesn’t – we always have Hermes which is ALREADY a better alternative for small packets within the UK.

      I just can’t believe you try and convince people that it is Royal Mail who are actually delivering Hermes packets. Hermes is not a broker!

      Hermes now offer full tracking with acceptance scan along with GPS confirmation of delivery and photograph of delivery for one tenth of the price of special delivery and less than half the price of Royal Mail tracked.

    • 5 months ago

      @Rob I use Royal Mail without any real problems, so for me and my customers it works.

      Hermes tried to get me on board and struggled to give me a quote, when they eventually did they never followed through to sign me up.

      They were about the same cost as RM, are they a better service? No idea, I have not tried them, but with RM my items get delivered and I don’t have any problems, that is all I really need from a delivery service.

      Would I get more orders if i used Hermes? I doubt it, I don’t think the customers are that fussy.

      I have just been quoted £4.00 + 4 % fuel surcharge per item with RM Tracked 24 for small parcels under 2KG

  • Front Liner
    5 months ago

    To all the customers of hermes I may have affended by calling hermes a joke.

    I may have exaggerated when I said that RM deliver all there rural items, this is totaly not true.

    Even though you might think I am full of it because I am a Front Line worker for RM. Here are some facts.

    When I sort packets in our delivery Office I RARELY come accross packets to be delivered to rural areas for other delivery companies.

    I do not find items left in stupied places from other delivery companies and have to notify the recipient.

    I do not get customers asking why I am delivering an item they are expecting from some other delivery company.

    I definitley do not know anyone whom has worked for other delivery companies and been told that they can just leave packets anywere, because that is okay the customer will just blame the Postal Service.

    I am sorry for not carrying on because I am full of s**t and am looking forward to the next Ofcom report.

    I am now going to leave it at that.

    • alan paterson
      5 months ago

      @ frontliner. But you ARE full of shit. You said that Royal Mail deliver Hermes items in rural areas – then you changed your mind and said that you “exaggerated”. Its not an exaggeration – this is called a LIE. When you lie then you loose credibility. so few are going to take you serious on here.

      its my typical experience with posties. they make false claims then back down when the customer knows what they are talking about.

      it makes no sense, wastes peoples time and is unproductive.

  • Front Liner
    5 months ago

    Sorry when I said I was going to leave it at that.

    Did I foget to mention this factor.

    Royal Mail goes to more front doors each day than any other delivery company. They do use pickup location if a customer requests it.

    If anyone does have a problem with the Service that Royal Mail do in your area please treat them respectfully and I hope that they will be able to help you.

    You never know it might be A while before you see any other delivery employee.


    • alan paterson
      5 months ago

      @ front liner

      blah blah blah. trying to take the morale high ground? when you have came on here and made a complete arse of yourself? heard it all before. when backed into a corner this is how a Postie reacts. Its textbook. Do Posties go on a course for this?

      at what point was it said / implied that I did not treat the Posties respectfully? or any of the other stuff you are spouting above in a feeble attempt to make it sound that you have the morale high ground.

      you have well and truly lost the argument on here. you come on here and treat us with disrespect spouting facts that are lies. you disrespect Ebay sellers and competitors.

      and where is the respect for me and my business when you guys go or threaten to go on strike?

      where is the respect for the Hermes staff and drivers when you come on here and call their service a “joke” spouting lies that you infact deliver their parcels for them

      you really are an arse.

      when you come on here spouting “facts” that are really LIES now sellers can take your word as gospel and make catastrophic business decision based on the SHIT you are talking. Its not good. I have seen sellers go out of business because they were following bad advice and mis-information.

      I am glad you are finished. hopefully for good this time.

  • Jonah
    5 months ago

    Royal Mail is far too expensive- and anyway why pay more to visit a post office queue when I can have the items conveniently collected by courier from my door ?
    I mean really, Special Delivery next day letter for £8 ? I can send a 10kg parcel for less, getting there in the same timeframe. This is not a dig at posties by the way- they don’t set the tariffs.

  • 5 months ago

    What strikes me most reading through this is just how little people know with whats really going on within Royal Mail. That’s not whats going on with the Postmen but whats going on where RM want to sell off its assets to make a quick profit, strip out agreements to force in zero hour contracts. They are not interested in quality of service, they are not interested in investing in products the public wants, they are not in the slight interested in its workforce they are interested in one thing alone and its profit. They are a private company now and just like the trains ,water board, gas and electric , and every other national company that went private it’s going down the pan because of management and shareholder greed … nothing to do with its workforce trying to protect it.

    • 5 months ago

      @Mark Dyer, you could well be right in all you say but customers are rarely interested in what a business gets up to as long as it provides a service that works.

      When it fails to deliver, we all start to leave, which will just compound on their problems.

      In the meantime, business as usual.

  • Adi
    5 months ago

    So “statman” Alan Peterson. How do you know ‘most’ postman are miserable gits when you will have only met a fraction of the thousands of them out there? So you’re obviously LYING, with that one!
    Also Mr. ‘Gospel’ Peterson, just because your Hermes deliveries were delivered by them, doesn’t mean Royal Mail don’t deliver others. If it’s cost effective for them, other parcel delivery companies, including Hermes, occasionaly will use Royal Mail for the final mile. FACT!! I’ve delivered them myself, with the Hermes logo on and everything, accompanied by a little square with ‘Delivered by Royal Mail” on it. You like facts don’t you, Hope that little one helps you out. Oh, and one final one. You saying that most of the praise on this forum for Royal Mail is from Posties is also a LIE. I’d say at least 50% are from customers. Just scroll up and read pal, it’s pretty simple.

    • 5 months ago

      @Adi, I am guessing that you mean “Alan Paterson” but it is hard to consider your opinion when so much of it is wrong.

      Take a glass of water, or two, sober up, take a course of yoga, calm the F*** down and try again. What was it you were trying to say?

  • Adi
    5 months ago

    Posting on forums at midnight pal, good on ya!! And with a comment that adds nothing at all to the debate. Brilliant! I’m speaking from personal experience in the job sunshine, where are you speaking from, apart from your ar*ehole? Grow up, and get a life mate.

    • 5 months ago

      @Adi And your response showed that you are one of the “miserable gits” and an angry one at that.

      What has midnight got to do with anything? Does your mum not allow you to stay up that late?

      I am one of the Royal Mail customers that continually gives praise to the postmen that deliver my mail, something thatyou mentioned above and so no I do think that all are “miserable gits”, but, per every thousand of them you do get the odd idiot.

      Try not to be one of 1/1,000.

  • Adi
    5 months ago

    I’m glad to hear it. And despite what you may have interpreted from my comments, I am not a ‘miserable git’ and happen to like my job and my customers like me. I just can’t abide people (i.e Paterson) spouting untruths then calling others out for lying. Especially when they have limited experience in what they are talking about. So that is why I may have come across as angry. I’m happy you appreciate the work we do as most of us do work hard.

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