Using Your Online Shipping Account

The overall process for adding a label is the same for all carriers, although package sizes and services may vary. If you are sending your mail piece internationally, please the support section ‘Creating and printing a shipping label for an international package.

Items to the Channel Islands may also require accompanying customs forms to be completed and attached. Visit The Royal Mail website and Help sending mail to the Channel Islands for more information.

Watch this video to learn how to produce a shipping label for a domestic package.

Follow these steps to produce a shipping label for a domestic package:

1. From the home screen, Click “Creae Shipping Labels”.

2. (Sender) – Select the correct Sender address if you have created multiple Sender addresses.

o To do this simply click the drop-down list that contains your sender addresses.

3. (Recipient) – Input the delivery details for the shipment.

o First, type in the name of the person/company where you will be sending the item.

o The country will automatically be set to “United Kingdom”. If you require to send an item overseas, please refer to this link- (INSERT INTERNATIONAL SHIPPING VIDEO LINK).

o Type in the postcode of the destination. The system will automatically look up the postcode and if the correct address displays in the list, click on this to autofill the address. If the address does not show, input the address into the boxes manually.

o If you would like a tracking notification to be sent to the customer. Input the email address and tick email tracking number to the Recipient at the bottom.

o You can input a phone number if required, but this is not mandatory.

o The tracking can be sent to whoever you require by simply, ticking/unticking the boxes at the bottom of

4. (Packaging)- This is where you input the package details.

o To select the size of the item from the list. Click the drop-down box and select the item size from the list. This can be done by using your Mailcoms PIP ruler or entering the custom dimensions of the item.

o Next input the weight into the boxes. You can type this in manually or click the scale button if you have a USB scale linked to your system. If you do not have a USB scale and are interested, please contact Mailcoms for further information. Please Note: When inputting the weight both boxes must have a number in. For example: An item that is 750 grams will require a 0 in KG, and 750 in GM.

o Once the parcel details are input, Select “Shop Rates and Services”.

o The app will display all the sending options, that you have available to you. Select the service from the list that you require.

o Once you are done, click “Print Shipping Label”.

o A new window will open with your “Print options”.

o Select the printer you wish to use from the list. If you do not have a shipping printer and you like to purchase once, please click the below link: https://www.mailcoms.co.uk/product/shipping-printers/signed-for-special-delivery-thermal-shipping-label-printer/. Please Note: Always make sure that your print size is set to 4 x 6 to avoid and oversized label being printed.

o Once all is set click “Print” for your label to be printed.

o Affix your label to your item and pass to the Royal Mail, Post Office or Parcelforce to be processed.

From 1st July 2023, Royal Mail have announced that international items containing goods (non-personal correspondence) will require electronic advanced data of sending (also referred to as pre-advice), in addition to the CN22 or CN23. If your package contains personal correspondence please see below:

1. Send an international personal correspondence package.

1. On the Send a Parcel tab, select Create Shipping Labels. You can also select a preset from this screen if you have presets already saved.

2. Select Create New or Use a Preset. If you use a preset many of the fields will become auto-populated.

3. Your sender address will default to the address last used. Click the drop down menu to edit the address, add a new address or to view all saved sender addresses.

2. Enter the recipient address and details

1. Use the drop down menu to select your destination country.

2. Add the recipient’s name (required) and company (optional).

3. (Optional) If you wish to print multiple labels of the same value and service to different addresses, you must choose a recipient list by selecting Multiple under recipient and then selecting your recipient list from the drop down menu. See related topics below for how to create a recipient list.

4. Manually enter the address or click on the Address Book icon to select a recipient address previously saved to Address Book. It is recommended that you import international addresses to your address book. To learn how to do this see related topics below.

5. (Optional) Tick Sender or Recipient or both if you would like an automated email notification of the package tracking number sent. Enter the email address for the notification email. Add a comma in between email addresses if you require more than one email sent.

3. Select your package size

1. Select your packaging type from the drop down menu.

2. Enter the weight. If you have an attached scale, select Get Weight to weigh the item on the scale. If you have more than one scale, select the arrow next to the Get Weight button to select your scale.

4. Selecting your service and adding customs details

1. Select Shop Rates and Services. Here you can select the type of service you require including Signed For or Special Delivery Guaranteed services if they are available for your item. The cost will be shown to the right of the service option. Select your desired service and Select Choose Service.

Be aware of the Royal Mail or Parcelforce requirements below before proceeding with the customs details form.

Royal Mail

Royal Mail services can be printed on 6×4 labels or A4 paper. Your CN22 or CN23 customs form will be printed with your postage. You will be required to print a commercial invoice separately if sending items for commercial purposes. Items containing goods that do not have mandatory data fields completed will be at risk of being delayed, returned, or even destroyed.

Parcelforce

Parcelforce services must be printed on A4 paper.

Note: You will require three copies of your commercial invoice and a copy of your CN23 form.

1. In International Shipment Details click the drop down arrow and select the kind of item that you are sending.

2. Click + Add First Item and enter your Tariff description, Quantity, Value of each item, weight, HS tariff code and where the item was made.

3. Download a commercial invoice if you require one. You can also pick from the inventory drop down list if you have sent a similar item before.

4. Click Save. If you have another item to send click + Add Another Item.

5. Click Save and Close.

6. Click Add Customs Information. Enter your invoice number, licence number, certificate number plus any other optional information you have.

7. Click Save and Close.

8. In Accounting and Reference, select a Cost Account if you are using cost accounts.

9. (Optional) Add an optional memo/reference and add more information in the more reference options drop down if required.

5. Print your label

1. Tick the box to agree conditions and compliance with the prohibited and restricted items list.

2. Click Print International Label and Documents.

3. Click Download Commercial Invoice Template. This must be printed and included with your package.

4. Select your printer.

5. In the Select a print size field, ensure either Roll – 4 x 6 or A4 is selected as required. Parcelforce services must be printed on A4 sheets.

6. View the print sample.

7. Click Print. The value of postage will be debited from your Available funds.

You can reprint a shipping label up to 24 hours from the initial printing. You may reprint up to 3 times within the 24 hour period.

To reprint a label that you just printed:

1. Recent packages are listed at the bottom of the Create Shipping Label tab.

2. Click “Ship Another” alongside the label you wish to reprint.

3. You are able to change the service you require at this point.

4. Select “Print”.

To reprint a label from the History screen:

1. Select “History > Shipping History”.

2. Select the > next to the label you wish to reprint to expand details.

3. Select “Ship Another”.

4. You are able to change the service you require at this point.

5. Select “Print”.

Tip: If you save a PDF of the label to your computer when you first print, you can reprint it later from the PDF file. This is useful if the 24 hour reprint period has elapsed.

Watch this video to learn how to reprint a lost or damaged shipping label.

Follow these steps to reprint a lost or damaged shipping label:

To reprint a lost or damaged shipping label please follow the steps below:

1. From the home page, click “Sending”.

2. Click on “Parcel & Letter History”.

3. Search for the item that you require the label to be reprinted for.

4. Select the > Icon on the left-hand side of the package.

5. At the bottom you will see “Reprint Label”.

6. A new window will open with the option to choose a printer. Select your required printer from the drop-down box.

7. Click “Reprint”.

8. The label will now be reprinted for your selected item.

Please Note: You can only reprint a shipping label up to 24 hours after the initial printing. In addition to this you may only reprint this label up to 3 times in said 24-hour period.

Watch this video to learn how to download the device hub so you can use your own printers within the online account app.

Follow these steps to download the device hub so you can use your own printers within the online account app:

1. From the homepage, click the “settings” icon in the top right-hand corner.

2. In the “client settings” column, scroll down and select “My devices”.

3. Click the “Download DeviceHub Installer” button, at the top left to download the programme to your PC.

4. Follow the steps on your PC to download the Devicehub. You may need your system administrator to help if you do not have permission.

5. Once the programme is installed click on “Activate DeviceHub”.

6. A new window will open click “Activate”.

7. Your PC will now register the DeviceHub and link your office printers to the Shipping app.

8. Click “Close and Continue”.

9. Press the “Refresh” button.

10. Your printers should now show as available devices in the device list.

You can void a label up to 14 days after printing for Royal Mail and up to 30 days after printing for Parcelforce:

1. Select Sending > Parcels & Letter History.

2. Select the arrow next to the shipment that you would like to void.

3. Select Void Label.

4. Check the box to confirm that you would like to Void the Label. This label can not be used once you have confirmed.

5. Click Continue. Once you see the Refund Response message, click OK.

You can view tracking information for packages sent through your online shipping account in your history.

1. From the Sending menu, select Parcel and Shipping History.

2. Click on the tracking number to view the tracking details.

3. (Optional) Select the Copy Tracking Number icon to copy the tracking number to your clipboard so that you can paste it somewhere else.

Note: If there is no tracking number, then the item did not include tracking. Tracking availability is based on the carrier and service used for the shipment.

You can search and filter your history to find a particular label that was created in your online shipping account.

1. Select Sending.

2. Select Parcels & Shipping History.

3. Select the Shipments to search for a parcel or Letters to search for a label or envelope.

4. Use one or more of the following options to locate the desired shipment:

  o Search: Enter part of a tracking number, recipient name, company or address in the search field.

  o Filter by date: To change the dates displayed, select the calendar icon, select a different time period from the menu, and select Apply.

  o Filter by shipment type for parcels only: Select the All Shipments menu from the parcels tab, then select one of the available categories:

    o Insured Shipments.

    o Shipments Eligible for Refund.

5. To view details for a particular shipment, select the arrow on the left to open it.

If you sent an item above the maximum weight and/or dimensions allowed by Parcelforce (please see Maximum Weight and Dimensions for details) or if you have requested an additional service such as a return to the Sender of Redelivery, your shipment will incur an additional charge.

If you wish to dispute a surcharge on your invoice, please submit a dispute form, within 30 days of the date you received your invoice.

To do this, please contact us.

For Parcelforce enquiries visit www.parcelforce.com

Parcelforce

Please make use of the Parcelforce website for a complete list of prohibited and restricted goods to ensure that your parcel content complies to Parcelforce regulations. See more – https://www.parcelforce.com/help-and-advice/sending/prohibitions-and-restrictions

Royal Mail

Please make use of the Royal Mail website for a complete list of prohibited and restricted goods to ensure that your parcel content complies to Royal Mail regulations. See more – https://personal.help.royalmail.com/app/answers/detail/a_id/96

You can file an insurance claim if an insured shipment is lost or damaged. This does not apply to packages insured through a third-party insurance provider.

1. Select Sending > File Insurance Claim.

2. Select the arrow next to the shipment for which you wish to file an insurance claim.

3. Select Claim Insurance. You are taken to the carrier’s website to file your claim.

This option takes you to the correct carrier page to start your insurance claim request. All insurance claims are handled solely by the carrier.

Parcelforce enforce certain maximum weight and dimension restrictions when using their services.

For UK deliveries, a parcel must not exceed either of the following specifications: 1.5m length and 3m length and girth combined, or 28Kg.

For Express48Large service, a parcel must not exceed: 2.5m length and 5m length and girth combined.

The girth is calculated by multiplying the width and height by 2.

Note: If a parcel is an irregular shape, the dimensions are based on the smallest cubic shape that the parcel will fit into.

For International deliveries, every parcel must comply with the size and weight limits in the country of destination as specified on the Parcelforce website. See more here: https://www.parcelforce.com/worldwide-directory Items returned to the sender will be subject to additional surcharges.

If you send a parcel larger than the specified measures or weights, your parcel may still be processed but may be delayed or potentially cause damage to your and other parcels in the network or be returned to you. In either case your shipment will incur additional surcharges.