Shipping Pro Shipping You can login by visiting royalmail.com/pro-shipping General

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1 Question Where can I login into my Pro Shipping account? web site address- What is the web site address to access the On boarding environment for the Pro Shipping when using this with API shipping? What are the system requirements when using? / API Answer Area Shipping You can login by visiting royalmail.com/pro-shipping General The on boarding (Sandbox) website for customers is proshippingcob.royalmail.com is supported on Windows or IOS that have the following browsers installed: 1. Internet Explorer / Edge running on Microsoft OS IE10, 11 and Edge 2. Firefox running on Microsoft OS V55, 54, Chrome running on Microsoft OS - V60, 59, Safari running on OS X V10.1.2, 9.1.3, If you are using more recent browsers should be compatible but isn't guaranteed. Put in the API section General Printer- What label printer can I use with? You can set up to print on either A4 printers or 6x4 inch label printers by going to the Maintenance/Label Options section of. You can use any 6x4 inch thermal label printer connected direct to your PC or via your network. One example is the Zebra GK420D which costs around 200 +VAT. At no cost we can supply you with the required thermal 6x4 inch label rolls (P6709). Go to royalmail.com/corporate/services/onlin -supplies, log in with your OBA address, then go to the Despatch Manager Online section General Silent Printing- What operating system/ software do I need to set up Silent Printing? To set up silent printing you will need: - a Windows PC with Admin rights to enable applications to be installed - Microsoft.net Framework v4.7.1 installed on your PC. Note this version will be downloaded onto your PC in the process of your setting up Silent Printing on. - There is an Intersoft Silent Printing application that is also downloaded onto your PC. - Note you do not need Adobe installed if you are using the Silent Print functionality. Silent printing Silent Printing- What is the advantage of Silent Printing? only unless you are an customer that is also using Pro Shipping for manifesting/ creating shipments Silent printing enables you to set the printer to automatically print shipment labels and documents in the background without any manual intervention on the screen. It also means you can print anywhere where you can access a printer, including other sites. You can also share your Silent Printing configuration with other Users. Silent printing

2 Silent Printing- Does an API Shipping customer need to set up Silent printing capability if they are always creating shipment labels and Customs documentation via API Shipping only, NOT by? When a customer uses (irrespective of data settings PDF. PNG etc., Data Stream, and Offline Barcoding) there is no need to set up the Label Print options or Silent Printing. The shipment label and additional Customs documents and Manifest information (data) is sent back as an API response to your system for it to then create the label information in a suitable format to print. If as an user you also want to use screens to create or modify a shipment and then print a label or to manifest on screen, then Silent Print and or Label Options would be useful to set up. Silent printing Which Royal Mail services are available on and API Shipping? - How do I cancel a shipment? All Royal Mail parcel services and large letter services are available with the solution excluding non-vatable services BPL/BPL and letter services. Please contact our sales team to set up the relevant services on your OBA account, and these will then appear on your and if relevant, account. Click on the Shipment Processing tab on the left hand side of the screen, click on either "View Processed shipments" or "View Unprocessed shipments" button (as relevant), and click on the required shipment to cancel, and click "Cancel Shipment" button on the right hand side of the screen. You will be asked to confirm Your Cancel request. General - Creating shipments - How do I cancel a shipment? Alternatively you can use the Reporting tab to cancel an unprocessed or processed shipment. There are more search options available that in the Shipments Processing Screen route. In the Reports tab, click on Create Reports below Shipments Search title, then click on Advanced Search Options and select the required date range and search options. You can then click on any shipment row where the Export Status column is not "Closed out". Click on the Cancel button on the right hand side of the screen and confirm your cancel request. You either use the Cancelshipment API call or you go into and follow the following steps: Click on the Shipment Processing tab on the left hand side of the screen, click on either "View Processed shipments" or "View Unprocessed shipments" button (as relevant), and click on the required shipment to cancel, and click "Cancel Shipment" button on the right hand side of the screen. You will be asked to confirm your Cancel request. - Creating shipments Why does County/ State field not get printed on Shipment Labels? Whilst it complies with our COSS Address format specification, this will be fixed in a future release to help sortation in country. - Creating shipments Manifest clean sweep - I want to change the time you clean sweep my account - how can I do this? The default Manifest clean sweep is set to 6pm Monday to Sunday. We can change it to clean sweep Monday to Friday only. If your last collection is after 6pm we can change your Clean Sweep to Monday to Friday 9pm, 11pm or 4am. Please contact shippingsupport@royalmail.com Processing your end of day paperwork System unavailability- If Pro Shipping or is unavailable because of a Royal Mail IT issue and I can't print my manifests what should I do? If you are unable to print your manifest from or API shipping you can access and complete the attached emergency Manifest to give to your Royal Mail Collections Driver. It is important you do not visit OBA separately and raise an order as we will automatically raise the sales order for you when / is back up and running. If you do this you risk being charged twice. Processing your end of day paperwork

3 Manifest - How do I reprint a manifest on? To reprint a Manifest all you need to do is visit the reports section on the left hand side of Pro Shipping and select Shipment Search. Click on Advanced Search Options and select the relevant Shipping date, then click on the Search button. Processing your end of day paperwork Click on any shipment for that day in the table below and a Manifest tab will appear on the right hand side of the screen. Click on Manifest", then right click on the underlined hyperlink Manifest number, and select Open in New Window and the Manifest PDF image will appear in a new Window. It can then be saved and or printed. Local Collect - Can I use Local Collect with and/or API Shipping? Yes, and offer Local Collect with Special Delivery Guaranteed or Tracked 24 or Tracked 48. In order to do so you need to make sure these services are set up as part of your contract, and you have integrated separately into the Royal Mail Local Collect API. Speak to your Account Manager if you haven't done this and would like to. Setting up services on new section? Safeplace- Can I use Safeplace with Royal Mail Tracked 24/48 on Pro Shipping or? Yes. All you need to do is enter the Safeplace location in the Create Shipment screen, in the file import field or in the Create Shipment API call. It will appear on the Shipment label for the Postman to use on delivery Setting up services on Services new section? Can I use the Department References I set up on OBA, on Pro Shipping and? Yes, they will then appear on the Shipment label and in your report available in OBA. Department. Department references can be used for all Royal Mail services except Tracked 24 and Tracked 48 and Tracked Returns Get the basics right Return to Sender Address change- Can I change the Return to Sender name and address that appears on the Shipment Label Yes, If you have a single Posting location on or and want to change the Return to Sender address all l you need to do is contact shippingsupport@royalmail.com with your account name, account number and the relevant Posting Location. Get the basics right How can I add more than one Return to Sender Address on the same Account Posting Location Why is the Tracked Return Shipment label Return to Sender section showing the outward sender's address? If you want more than one Return to Sender address, request a separate Posting Location (with the relevant Return to Sender address) from the OBA team, and then arrange for the extra Posting Locations to be set up by ing shippingsupport@royalmail.com quoting your account name, account number and the relevant Posting Location. If you use ensure that you also ask shippingsupport@royalmail.com to also update your On boarding environment Posting locations details. This is a known defect with. We apologise for this defect and we have a plan in place to fix it as soon as possible. Get the basics right Setting up your returns services Return to Sender Address - Can I stop my Company name showing on the first line of address on the Return to Sender details on the label? How do I print more Tracked Returns label? Yes. All you need to do is contact ask for this by ing shippingsupport@royalmail.com with your account name, account number and the relevant Posting Location. You can print up to 200 Tracked Returns label at one time by going to Maintenance, Label Options, and scrolling down the screen to the Bulk Returns Labels section. Get the basics rights Setting up your returns services

4 Tracked Returns- Can I create my UK Tracked Returns labels at the same time as the outward shipment label on? Yes -you can print the UK Tracked Returns shipment label at the same time as the outward shipment label if you select the option on Maintenance, Label Options, Shipment Process Label Options section, and in Domestic Shipments field select "Include Returns Label". Setting up your returns services Tracked Returns - Can I create my UK Tracked Returns labels at the same time as the outward shipment label on? On, with Tracked Returns how do I add my Company name to be printed onto the Shipment label? Yes- Arrange with your developer to modify your systems to receive the Tracked Returns label data in a modified API response. Modification details can be found on developer.royalmail.net. Then you will need to select the relevant option in the On boarding web site, Maintenance, Label options, API Label Options section, and in the Domestic Shipments field select "Include Returns Label in API Response". Test your code in On boarding Environment before changing the code and settings in the Live system. If this is something you would like to do, please shippingsupport@royalmail.com and ask for the first line of the Posting Location address to be changed to the Company name. Please provide your account name, account number and the relevant Posting Location Setting up your returns services Setting up your returns services How do I use the Address Book to create a Shipment? Can I use a Scanner with Address Book Codes to select the correct address in Create Shipment Screen? To do this, go to Create Shipments and type in the first few characters of the contact name in the contact name field (that is in the address book for the recipient). Alternatively, type in the first few characters of the Company name in the Company name field. In either case, will then come up with possible matches from the Address Book. Select the required address and will auto populate the contact name, company name and address details. Unfortunately does not use Address Book codes; Instead, you will need to key in Contact Names in the Contact name field (or the Company name in the Company field) with the Create Shipment area. The Address book matches will appear on screen. Select the relevant address, and the address details will be automatically populated from the address book. For DMO migration customers, See Brief for uploading Address book from DMO Get the basics right Get the basics right I want to enter weight and format information at the point I manifest, not at Shipment label creation stage. How do I do this? and For Average Weight Services you need to enter the weight and format at the Create Shipment/ File import stage unless you have the Average Weight flag set on your account to enable you to enter weight and format at the Manifest stage. Comparing DMO with To request the Average Weight flag to be set, contact shippingsupport@royalmail.com, quoting your account name, account number and the relevant Posting Location. For Manifesting, go to the Shipments Processing tab on the left hand side of the screen, and in Processed Shipments on the left hand side of the screen, go to the Average Weight Services tab, enter for each row the number of items by row for the format, and the weight by format for the service. Average Weights and formats can only be selected as part of Manifesting by using screens but not using.

5 For Non Average Weight Services you need to enter the weight and format when manually create shipments or import shipments, not at the manifesting stage. If the Average Weight flag has been set for you by Royal Mail, when you get to the manifest the non-average Weight services select the Non Average Weight Service tab on Shipment Processing screen. Then either individually manifest by service by clicking the "Manifest" button next to the Service, or scroll to the bottom of the screen and click on Manifest All".

6 Customs Documents - What are the differences with Customs documentation when using Pro Shipping compared with DMO? For non EU International Shipments provides the following optional documents for Customs: - 6x4 inch CN23 (no. of copies auto determined by destination country) and single copy Pro forma Invoice. For single shipment entry these can be printed using the same screen as Print shipment label. They are automatically printed if Bulk Import shipments are processed or scanned. Comparing DMO with customs documentation new subsection - The key benefit of the CN23 over DMO's CN22/CN23 is that it can can fit on a 6x4 label, so you do not require a separate A4 print station. - Subsequent additional copies of CN23 and Shipment Labels can be printed after you navigate away from the Print Shipment Labels/ CN23/ Pro forma Invoices, but NOT additional Pro forma Invoices. - does not provide CN22 documents as a CN23 only will now suffice for Customs. If there are too many different content types to fit on a page, the CN23 automatically extends to an additional page. - The 6x4 inch Pro Forma Invoice is similar in content to the A4 DMO Commercial Invoice but the CN23 and Pro forma Invoice do not include the exporter and importer contact and address details or VAT Number. The VAT number can be added if you your VAT number details with your Account name, number to shippingsupport@royalmail.com - can print create either CN22 or CN23 customs document according to the Customs document selected in the relevant API call, and is not impacted by the Customs value entered being above or below 270. Key differences to DMO - On DMO the number of copies of CN22/CN23/ Commercial Invoices could be selected by the customer, but not on. The number of copies of CN23 is determined by the destination country requirement. - DMO provided optional 6x4 CN22 customs documents if the contents value was less than 270. If the value was over 270 an A4 CN23 document was created. If the customer selected CN23 default only CN23 documents were created irrespective of contents value. The number of copies of CN22 and CN23 were selectable by the customer.

7 Customs Documents - Can I create Customs documents when Average Weight Flag is enabled? Unfortunately Customs documents cannot be created for Average Weight Services when the Average Weight flag is set as the weight and format is not known when the Customs document is created. International customs settings Can I add the VAT number so it appears on the CN23 and Pro Forma Invoice (or Commercial Invoice when using ) Yes, all you need to do is supply the VAT number details with your Account name and number to shippingsupport@royalmail.com International customs settings I want to change my contact details on the Customs documentation (CN23). How can this be changed? Yes, all you need to do is supply the updated Customs Contact details with your Account name and number to shippingsupport@royalmail.com. If you do not want any name, ask for your company name to be added in your Contact name details, though Customs advise to use a named person on the CN23 customs declaration. Why is the Shipper Reference field mandatory in Create Shipments? For my international non EU shipments where can I find the correct HS code and how long must it be? This is an added feature to enable easier subsequent search in Search reports before and after manifesting. This can help your to identifying your customers shipment if they have a query. Alternatively you can input your sales number in this field, and this will then appear on the shipment label. The HS (Harmonised System) Customs tariff commodity codes can be found by visiting The HS code must be at least 6 characters, though most HS codes are 8 digits long. If the code entered in the API code is less than 6 characters long the API call will fail. Get the basics right International customs settings Can I use the International Template for both domestic and International Services rather than two separate templates? You can use just the International template if you ship to both domestic and international destinations. There is no need to separate out your domestic and international shipments into different import files and use different file templates. Be aware that International Services have certain mandatory fields that are not mandatory on Domestic services, so will require more fields to be completed for the International services. The default domestic file import template shows the mandatory fields for just domestic services, so as a result it is a smaller file template with less columns to complete, so easier to use if you are only shipping to domestic destinations. - International customs settings If I am importing a CSV file with headers in the first row, what do I do? Can I specify my own Service names or codes to use in the File Import? Yes, if you have a header row in your CSV file, on Shipment Processing click on Shipment Import tab, Import New Data File, and ensure the "Has header row?" check box is ticked. If you do not do this, when you import the file, you will find a number of errors all returned next to the first line. Unfortunately this is not possible. You need to ensure you provide the Royal Mail Service codes available on this site, including for Tracked 24/48 as a suffix at the end of the standard code N or S according to Signature or No Signature e.g. TPNN for Tracked 24 No signature; for services with class choice such as STL or RL you must include 1 or 2 after the standard code- e.g. CRL2 for 2nd class CRL

8 What are the correct Service codes to put in the CSV File Import? If you are importing files into, you need to use the Service code assigned to the Royal Mail services with the class suffix at the end of the code, or in the case of Tracked services, Signature (S) or No Signature (N); so CRL1 is 1st Class CRL, CRL2 is 2nd class CRL. TPNN is Tracked 24 No Signature, TPNS is Tracked 24 Signature, and TPSS is Tracked 48 Signature. TPLN is Tracked High Volume no Signature. STL1 is STL First class. How do I find out the correct codes and formats for each field? In Maintenance, Shipment Import Templates, Edit Shipment Import Template or Maintenance, Shipment Import Templates, Add Shipment Import Template if you hover on the relevant field in the Required, Conditional or Optional columns the field's details will be displayed. The Services Code field has a summary of the most common services. For others search for Service codes Can I import a file without completing the mandatory fields for the destination - International or Domestic? If you do not complete the mandatory fields you will experience a shipment error so it is essential you completed all mandatory fields. Can I print all the labels straight way Yes, if you use the Bulk Mail mode when importing shipments. Can I select individual shipments following file import, rather than print them all together? Yes, select Unprocessed rather Bulk Mail when importing he file, then after importing go to Shipment Processing Scan Unprocessed Shipments to scan a Shipper's reference number for an individual shipment. Can I put a space in a telephone number? No - you must not put a space in the phone number in the import file. As an example you should edit the file in Notepad in order to enter the Receiver phone number correctly as " " to ensure the leading zero is retained as it may be removed by Excel. What are the Country codes to use? To find the relevant country codes for the destination Country of Origin, go to the ISO Country code webpage iso.org/obp/ui#search What are the correct Currency codes to use? What is the max file size for importing shipments and the max size for processing them (ie creating Shipment labels all at the same time)? The correct Currency codes for the currency for File Import can be found at currency-iso.org/en/home/tables/table-a1.html The max size is 2,000 shipments for unprocessed (for scanning) and 250 shipments for Processed shipments (i.e. create and print all the Shipment labels at the same time). It is not advisable to create and print large numbers of Processed shipments via the Import Data file route as this may well create challenges for you matching up Shipment label and parcel. Using Unprocessed mode for importing, followed by a hand scanner with Shipment Processing, then Shipment Scanning button to scan by Shipment Reference number is favoured by most large volume shippers, Can I copy File Import templates? Unfortunately you are unable to copy File Import templates, but you can make them visible (and usable) to other users on the same Account if you select Visible to all when you create the file template.

9 Can I drag and drop the field in the File Layout template? Yes, you can drag and drop fields in the file template What are error checks that are performed when I import a file? The initial File upload validates all required fields and lengths. Once the file is validated Pro Shipping then checks: 1. Volumetric weight ('The volumetric weight must be less than 10,000 KG') 2. Valid service ('The service is not a valid service for these shipment contents to this destination.') 3. Valid Service ('The service does not exist on your Account.') Is the "Receiver town" corrected automatically based on the Royal Mail PAF postcode file? Yes, the "Receiver town" is automatically corrected based on the Royal Mail PAF postcode file. The Postcode file is updated monthly. Is a warning given to the user when "Receiver town" is corrected based on postcode? How often is the "Look Up address" via PAF updated? Can I back out an import file to delete all shipments My Pipe TXT Bulk Import file is taking over an hour to load (and counting). What can I do? I get an unclear error message: Bulk Upload. Why is this? Can I Import a shipment with OLA service format N? No, no warning is given. "Receiver Town" is only overwritten based on the Postcode if the Partial Postcode flag is set. This is the default setting provided by Royal Mail on your and Account. It is automatically updated monthly. You have the opportunity to delete the shipment by clicking on delete before committing to "Process" the items on the Shipment import screen. After Processing the Import File, you would have to cancel each shipment one by one If the import file takes over an hour to load, contact shippingsupport@royalmail.com This may be because you have used a duplicate Shippers reference number. Ideally you would use unique Reference numbers in the Import File. However the same Shippers Reference number can be used when the shipment has more than one item in it. If so, need to include Item Value, Item Description, Item Quantity, Value of Goods fields into the File Import template Yes, OLA service does accept the Format "N" which is Postcard and maximum weight allowed is 20 gms. What happens if some of my shipments are errored and others not? When there are some valid and invalid shipment lines been included in the Import File, Pro Shipping processes the valid lines of Shipments and return an Error file for the invalid shipments with the Error in the last column. The next step is for you to correct those mistakes and upload those shipments which failed validation. NOTE: Do not upload the same file again with correction, as it would then create duplicate shipments. For example if you have uploaded 200 lines of shipment and 5 of them failed validation, than returns only 5 lines of shipments back in the error file, which should make it easier for you..

10 I want to be able to view and update shipments on all the Posting Locations on my OBA Account. How do I do this? All you need to do is go to Maintenance, User, and change the Posting Location on the Picklist to all Posting Locations. Setting up your shipment, label and printer settings How do I update my shipments before manifesting, and what fields can I update? In Shipment Processing, Unprocessed Shipment or Processed Shipments (as relevant), click View Shipments, select shipment and double click on it. You can modify those fields by clicking on "edit" against those fields- e.g. Shipping date, Shipper reference, weight, contact name, click on Save button. If you click on Label without saving the changes, than it will print the shipment details prior to the edit on the shipment. The new label will appear to be identical but the 2D barcode will have been updated with the changes such as weight etc. Make sure you discard your old shipment label to avoid confusion. Setting up your shipment, label and printer settings I cannot see a service that I recently had added on my Account? How do I create a shipment to a BFPO address? Alternatively you can use the reporting tab to edit an unprocessed or processed shipment. There are more search options available than in the Shipments Processing Screen. In the Reports tab, click on Create Reports below Shipments Search title, then click on Advanced Search Options and select the required date range. You can then click on any shipment row where the Export Status column is not "Closed out". Edit the shipment fields specified above. Ensure you click the Save button and then print/ reprint the label by clicking on the Label button to update the label 2D barcode details, before closing otherwise the edit details will not have been saved. To ensure you see all your services all you need to do is: - Go to Maintenance, Service Contracts, and then click on Refresh Contracts button on the top right hand corner of the Service Contracts screen. You should then see any additional services you have recently had added to your account. You can create a shipment to a BFPO address by using the BFPO postcode in the postcode field, not the BFPO number using the following addressing format: Get the basics right Creating and printing labels SERVICE NUMBER, RANK and NAME UNIT or REGIMENT OPERATION or LOCATION NAME (if applicable) BFPO Postcode How do I send an item to Monaco as it is not listed as a Country in Pro Shipping? cannot currently create shipments to BFPO addresses. You need to use Pro Shipping for these shipments. For Postal purposes the country France needs to be selected and then put Monaco in the State field. Creating and printing labels - international

11 Do we support ZPL Label Printer queries for API? The API does not support ZPL code returned for labels - only base 64 encoded PDF. Here is some sample code a customer provided us to use ZPL with the Base 64 label. We cannot support this code and we do not take any responsibility if the code doesn't work for the customer or if it has adverse impacts to their system or printers. Setting up your shipment, label and printer settings How do I modify the weight of an Imported shipment? ^FX ^MMT^JMA ^FS ~DYlabel,P,P,11352,0,:B64:<INSERT BASE 64 HERE> ^XA ^LH0,0 ^LS0 ^LT0 ^FO0,0 ^IMlabel.PNG^FS ^XZ ^IDlabel.PNG^FS Click on the Shipment Processing tab on the left hand side of the screen, click on either "View Processed shipments" or "View Unprocessed shipments" button (as relevant), and click on the required shipment to modify the weight, shippers reference number or shipping date, click on Save button. If you click on Label without saving the changes, than it will print the shipment details prior to the edit on the shipment. Alternatively you can use the reporting tab to edit an unprocessed or processed shipment. There are more search options available that in Shipments Processing Screen. In the Reports tab, click on Create Reports below Shipments Search title, then click on Advanced Search Options and select the required date range. You can then click on any shipment row where the Export Status column is not "Closed out". Edit the shipment fields specified above. If you do make any edits, ensure you click the Save button and then print/ reprint the label (and use it) by clicking on the Label button to update the label 2D barcode details, before closing, else the edit details will not have been saved. Are non-latin characters accepted by? What codes do I use to complete the Item Country of Origin field? and? If you use Average Weight Services, you can arrange to enter the weights overall whilst manifesting the Average Weight Services. Contact Shippingsupport@royalmail.com to enable this option. File import, ensuring you select Upload to Unprocessed option, then Continue with upload. Click on Process button, then Shipment Processing tab then Shipment Scanning button, and with a scanner,scan in the Shipper reference number or if known, the Shipment label barcode number. Non Latin characters are accepted by and in the address fields though it is not recommended to put the Country in a non-latin character else it may not be processed as easily within the UK for export to the destination country. To find the relevant country codes for the Item Country of Origin, go to the ISO Country code webpage iso.org/obp/ui#search Creating and printing labels

12 What are the format codes for File Import? What are the Service Enhancement Code 1 field codes when importing a file, including Royal Mail Signed For, Local Collect, Safe Place and extra compensation for Special Delivery Guaranteed? What are the Service Enhancement Code 2 Field Codes for file import (including Local Collect, Safe Place and extra compensation for Special Delivery Guaranteed, and Royal Mail Tracked notifications)? What are the Service Enhancement Code 3 field codes for file import (including Local Collect, Safe Place and extra compensation for Special Delivery Guaranteed, and Royal Mail Tracked notifications)? What are the Service Enhancement Code 4 Field codes for file import (including Local Collect, Safe Place and extra compensation for Special Delivery Guaranteed and Royal Mail Tracked notifications)? What is the Support web site address? This field is required if your account is not set up with the 'Average weights' setting and use a service that has more than one format (i.e. letter/large letter/parcel/no format). Simply enter the format type for each item. Enter Format code: - Inland Parcel (P) - Inland Large Letter (F) - Inland Letter (L) - International Parcel (E) - International Large Letter (G) - International Letter (P) - Format Not Applicable (N) Enter the relevant code in Service Enhancement Code 1 field if you want to add any of the following optional features to applicable services: - Royal Mail Signed For (6) - Local Collect (22) Or Additional Consequential Loss for Special Delivery Guaranteed: (11), 1,000 (1) 2,500 (2) 5,000 (3) 7,500 (4) 10,000 (5) Enter the relevant code in Service Enhancement Code 2 field if you want to add the following optional features to Special Delivery Guaranteed: SMS Notification (13) OR Notification (14) OR SMS AND Notification (16), AND/OR Additional Consequential Loss: 750 (11), 1,000 (1), 2,500 (2), 5,000 (3), 7,500 (4), 10,000 (5) or Local Collect (22). Enter the relevant code if you want to add the following option features to Royal Mail Tracked: SMS Notification (13) OR Notification (14) OR SMS AND Notification (16) or Local Collect (22) Enter the relevant code in Service Enhancement Code 3 field if you want to add the following features to Special Delivery Guaranteed: Local Collect (22), SMS Notification (13) OR Notification (14) OR SMS AND Notification (16) AND/OR for Additional Consequential Loss: 750 (11), 1,000 (1), 2,500 (2), 5,000 (3), 7,500 (4), 10,000 (5) Enter the relevant code in Service Enhancement Code 4 field if you want to add the following features to Special Delivery Guaranteed: Local Collect (22), SMS Notification (13) OR Notification (14) OR SMS AND Notification (16) AND/OR for Additional Consequential Loss: 750 (11), 1,000 (1), 2,500 (2), 5,000 (3), 7,500 (4), 10,000 (5) General

13 When importing a batch/csv file I get error: "Item Value - The sum of the total item values does not equal the total shipment value.". What do I need to change? There is a column/ field called Value of Goods you need to add on the import template and CSV. This is only mandatory for International shipments. If you sell more than one item to the same customer (in a single shipment) then this column will be the total value of the order. So for example if you sell 2 t-shirts at 10 each. The item value would be 10, as they are 10 each. The quantity is 2 as they ve bought two of them. The value of goods (total order value) is 20 ( 10 x 2). This field therefor about the total value of the goods in the parcel, not per item value in the parcel. file import errors When importing a batch/csv file I get error:" Shipment Weight - Shipment weight cannot be less than total item weight". What do I need to change? If the order has one item (so one t-shirt for example) then both columns would be the same as the item value and total value of the order is the same. So for the above example 10. There is a column/ field called Shipment Weight" and a column/field called "Total Item Weight If you sell more than one item to the same customer (in a single parcel) then the total Item Weight field/column will be the weight of the parcel. So for example if you sell 2 t-shirts at 150 grams the Total Item weight would be 300 grams and the quantity is 2. This Total Item weight field therefore is the total weight of the goods in the parcel, not individual Shipment weight of each item in the parcel. If the order has one item (so one t-shirt for example) then both the Shipment weight and the Total Item weight would be the same. What is the Shipment Weight field? Shipment Weight field is required if your account is not set up with the 'Average weights' setting and for all non-average Weight Services. Enter the weight (grams or KG) for each item. Input max. of 3 decimal places (i.e ) What is the Receiver Telephone If you are set up to offer SMS notifications for applicable services, enter the recipient telephone field? number. Ensure you add code 13 in one of the service enhancement fields. What is the Receiver field? If you are set up to offer notifications for applicable services, enter the recipient address. Ensure you add code 14 in one of the service enhancement fields. What is the Receiver Company Name (Local Collect) used for? The label and manifest screen is greyed out when I select this shipment in Report Search or in Unprocessed Shipment, view Shipments? Why have they been greyed out? What is the Receiver Post/ Zip code field? If you are set up with Local Collect, enter the name of the location where the item is to be collected from (e.g. c/o Harrow Post Office), else enter the Company name (if available) Ensure you add code 22 in one of the service enhancement fields for Local Collect. The label and Manifest are greyed out as the label has not been produced, or a manifest has not been produced for the shipment. Once the label has generated for the shipment and it is manifested both buttons will be enabled. The shipment you raised has been successfully imported but is still unprocessed, so has not been manifest/ charged for. To now print this label, enter by scanner/ manual entry Shippers Reference number on the Shipment Processing screen, Shipment scanning button. This is the recipient postcode/zip code and is required for items being sent to UK, USA, Australia or Canada. The Postcode will be used to validate and overwrite the Post Town for non- International destinations. What is the Shipment Date Field? This field is optional and enables you to enter the date the item is to be despatched, presented as DD/MM/YYYY. This is also used to determine when the shipment is included in the Manifest file import errors international items What is the Shipment Type field? Enter 'DOX' for documents or 'NDX' for non-documents. Used for Customs documentation What is the Safeplace field? If you are set up to offer Safeplace with Royal Mail Tracked, simply enter the recipients chosen

14 Safeplace. See royalmail.com for suitable Safeplace locations What is the Item Quantity field? This is the quantity of items you are sending in the parcel. For domestic shipments this is always 1. This is required for customs documentation. What is the Number of pieces field? This refers to the number of items per Import file line so always enter '1' Can I see the charges for the different services on? When is my or API Shipping shipment billed on my OBA Account? You cannot see the charges for the different services on. Contact your Account Manager or call our Business helpline on to understand the charges for the services available to you on. Alternatively you can look at the historical details on your OBA account. You are billed for shipments that you have processed and manifested. In the case of Tracked 24 or Tracked 48 services you will be automatically billed on OBA after the manifested item has then been scanned in our network. Unprocessed shipments are not billed. Billing Billing Will Tracked Returns shipments appear on the Manifest document and when will I be billed for it? When using Silent Printing, when I print a shipment will a pop up screen confirm the printing has occurred? With will the screen lock out if I do not use it for a little time? Can I leave application after I have initiated File Import? How do I create and download daily shipping reports of my shipments or reports on specific shipment data fields such as barcodes or recipient names or addresses? Tracked Returns shipments will not appear on the Manifest document as the item has not yet been handed over to Royal Mail. You will only be billed for Tracked Returns shipments that are subsequently put into the Royal Mail network and scanned. Returns With Silent Printing no Pop up screen will occur as the printing occurs in the background. Silent printing Yes, for security reasons, will lock you out if you do not access the screen for several minutes. Yes, you can close, and assuming you have provided an address when started the Data File import, you will receive an to notify you of the successful or unsuccessful import of your CSV file. You can then simply log back in again to either delete the imported shipments, or to download the error file, if any, or to print the labels depending on your configuration. To get a list of your daily shipping report, post manifesting - go to Reporting, Daily Shipping Reports and use the default date (today) if it is the same day as shipping or simply change to the manifested date, and a file will be downloaded, very similar to DMO's archive shipments file but with barcode number and services and addresses, but also with the addition of format and weights. You can sort the report by service or manifest, as the report covers all shipments that were manifested on the date you choose. General Reporting There is another report in the Reports screen, Shipment Search Report. Simply click on Create report button and then Advanced Search Options to search for a specific Manifest, barcode, Town, postcode or address and drill down into the specific shipment by clicking on it. On the right hand side you can then reprint the manifest (if manifested), see the label (if processed) or cancel the shipment if not manifested, or modify the shipment if export status column states unprocessed. If you do make any edits, ensure you click the Save button and then print/ reprint the label (and use it) by clicking on the Label button to update the label 2D barcode details, before closing, else the edit details will not have been saved.

15 Can I bulk cancel shipments prior to manifesting? What happens if cancel a shipment before manifesting but still use the label to ship a parcel? There is currently no way to bulk cancel shipments, other than at the point after importing a shipment file, when the Delete button is visible on screen. When you first being to import files, it is recommended to import a very small file whilst you familiarise yourself with the system so you only have few shipments to cancel. You can also select and cancel individual shipments on the Shipment Processing, View Shipments button for either Processed or unprocessed shipments. It is bad practice to use a Shipment label after cancelling it. This means you are incorrectly using our shipping solution, and you will be liable to a significant fee surcharge. You will be switched off the Shipping platform if this continues. Creating and printing labels cancelling shipments Creating and printing labels cancelling shipments Are unprocessed shipments manifested or charged to my OBA account? Unprocessed Shipments are not manifested and therefore you will not be charged for these shipments. Processed Shipments are either manifested by you when you manifest or if you do not do this they will be automatically manifested at 6pm (or a time we agree with you) every day. Orders are raised in OBA automatically after the manifest process is complete. Billing