Using Your Online Shipping Account

How do I create a shipping label for a domestic package?

The process is the same for all domestic carriers, although available sizes and services may vary.

1. From the home screen, click Create Shipping Labels.
2. Sender — If you have multiple sender addresses saved, select the correct one from the drop-down list.
3. Recipient — Enter the delivery details:
   • Enter the name of the recipient or company.
   • The country defaults to United Kingdom.
   • Enter the destination postcode. The system will look up the address — click it to autofill if correct, or enter the address manually.
   • (Optional) Enter an email address and tick Email tracking number to the Recipient to send a tracking notification.
4. Packaging — Enter the package details:
   • Select the item size from the drop-down list or use a Mailcoms PIP ruler for custom dimensions.
   • Enter the weight manually, or click the scale button if you have a USB scale connected.

   When entering weight, both KG and GM fields must contain a value. For example: 750g = 0 KG and 750 GM.

5. Click Shop Rates and Services. Select the service you require from the list.
6. Click Print Shipping Label. In the print options window, select your printer and ensure the print size is set to 4 × 6.
7. Click Print. Affix the label to your item and pass it to Royal Mail, the Post Office or Parcelforce.

---

How do I create a shipping label for an international package?

From 1 July 2023, Royal Mail requires electronic pre-advice data for all international items containing goods (non-personal correspondence), in addition to a CN22 or CN23 customs form.

1. Start a new international shipment

1. On the Send a Parcel tab, select Create Shipping Labels.
2. Select Create New or Use a Preset (presets auto-populate many fields).
3. Your sender address defaults to the last-used address. Click the drop-down to edit or add a new address.

2. Enter the recipient address and details

1. Use the drop-down to select the destination country.
2. Add the recipient’s name (required) and company name (optional).
3. (Optional) To print multiple labels to different addresses, select Multiple under recipient and choose a recipient list.
4. Enter the address manually or click the Address Book icon to select a saved address.
5. (Optional) Tick Sender or Recipient (or both) to send an automated tracking notification email. Add a comma between addresses if multiple are required.

3. Select your package size and weight

1. Select your packaging type from the drop-down menu.
2. Enter the weight. If you have an attached scale, click Get Weight. If you have more than one scale, click the arrow next to Get Weight to select it.

4. Select your service and add customs details

1. Click Shop Rates and Services. Select your required service (including Signed For or Special Delivery Guaranteed if available) and click Choose Service.

Royal Mail: Labels can be printed on 6×4 labels or A4. Your CN22 or CN23 will print with your postage. A commercial invoice must be printed separately for commercial items. Items missing mandatory data fields may be delayed, returned or destroyed.

Parcelforce: Labels must be printed on A4 paper. You will need three copies of the commercial invoice and a copy of the CN23 form.

2. In International Shipment Details, use the drop-down to select the type of item you are sending.
3. Click + Add First Item. Enter the tariff description, quantity, value, weight, HS tariff code and country of manufacture.
4. Download a commercial invoice if required. You can also select from the inventory drop-down for previously sent items.
5. Click Save. Click + Add Another Item if needed, then Save and Close.
6. Click Add Customs Information. Enter your invoice number, licence number and certificate number. Click Save and Close.
7. (Optional) In Accounting and Reference, select a cost account and add any reference or memo.

5. Print your international label

1. Tick the checkbox to confirm compliance with the Royal Mail Prohibited & Restricted Items List.
2. Click Print International Label and Documents.
3. Click Download Commercial Invoice Template if applicable. Print and include it with your package.
4. Select your printer. In the Select a print size field, choose Roll – 4 × 6 or A4 as required (Parcelforce must use A4).
5. Review the print sample, then click Print. The postage value is debited from your available funds.

---

How do I reprint a shipping label?

You can reprint a shipping label up to 24 hours after the initial printing, a maximum of 3 times within that period.

To reprint a label 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. Change the service if required, then click Print.

To reprint a label from history:

1. Select History > Shipping History.
2. Click the arrow next to the label you wish to reprint to expand its details.
3. Select Ship Another, optionally change the service, then click Print.

Tip: Save a PDF of the label when you first print it. You can reprint from the PDF at any time, even after the 24-hour reprint window has closed.

---

How do I reprint a lost or damaged shipping label?

1. From the home page, click Sending.
2. Click Parcel & Letter History.
3. Search for the shipment whose label you need to reprint.
4. Click the > icon on the left-hand side of the package to expand it.
5. Click Reprint Label.
6. In the print options window, select your printer from the drop-down.
7. Click Reprint.

Note: You can only reprint a label up to 24 hours after the initial printing, and no more than 3 times within that period.

---

How do I download the Device Hub so I can use my own printer?

The Device Hub links your office printers to the online shipping account application.

1. From the homepage, click the Settings icon in the top right corner.
2. In the Client Settings column, scroll down and select My Devices.
3. Click Download DeviceHub Installer (top left) to download the programme. You may need your IT administrator if you do not have installation permissions.
4. Follow the on-screen steps to install DeviceHub.
5. Once installed, click Activate DeviceHub.
6. In the new window, click Activate. Your PC registers the DeviceHub and links your office printers.
7. Click Close and Continue, then click Refresh.
8. Your printers should now appear as available devices in the device list.

---

How do I void a shipping label?

You can void a Royal Mail label up to 14 days after printing, or a Parcelforce label up to 30 days after printing.

1. Select Sending > Parcels & Letter History.
2. Click the arrow next to the shipment you wish to void.
3. Select Void Label.
4. Check the confirmation box. This label cannot be used once voided.
5. Click Continue. Once the Refund Response message appears, click OK.

---

How do I track a shipment in my online shipping account?

1. From the Sending menu, select Parcel and Shipping History.
2. Click on the tracking number to view tracking details.
3. (Optional) Select the Copy Tracking Number icon to copy it to your clipboard.

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

---

How do I search for a shipment in my shipping history?

1. Select Sending.
2. Select Parcels & Shipping History.
3. Select Shipments (parcels) or Letters (labels/envelopes).
4. Use one or more of the following search options:
   • Search: Enter a tracking number, recipient name, company or address.
   • Filter by date: Click the calendar icon, select a date range and click Apply.
   • Filter by shipment type (parcels only): Use the All Shipments menu to filter by Insured Shipments or Shipments Eligible for Refund.
5. Click the arrow on the left of a shipment to view its details.

---

What are surcharges on my online shipping account?

A surcharge is an additional charge applied to a shipment that exceeds the maximum weight or dimensions allowed by Parcelforce, or where an additional service (such as redelivery or return to sender) was requested.

To dispute a surcharge, submit a dispute form within 30 days of receiving your invoice. Contact Mailcoms or visit parcelforce.com for Parcelforce enquiries.

---

What items are restricted or prohibited when shipping with Royal Mail or Parcelforce?

Both Royal Mail and Parcelforce publish lists of prohibited and restricted goods. Always check these before shipping.

• Parcelforce: parcelforce.com — Prohibitions and Restrictions
• Royal Mail: royalmail.com — Prohibited and Restricted Items

---

How do I file an insurance claim for a lost or damaged shipment?

Insurance claims can be filed for insured shipments. This does not apply to shipments insured through a third-party provider.

1. Select Sending > File Insurance Claim.
2. Click the arrow next to the shipment for which you wish to claim.
3. Select Claim Insurance. You will be taken to the carrier’s website to complete the claim form.

All insurance claims are handled solely by the carrier.

---

What are the maximum weights and dimensions for Parcelforce?

UK deliveries: A parcel must not exceed 1.5m in length and 3m in combined length and girth, or 28 kg.

Express48Large service: Maximum 2.5m in length and 5m in combined length and girth.

Girth is calculated as: (width + height) × 2.

Note: For irregular shapes, dimensions are measured as the smallest cube the parcel will fit into. If a parcel exceeds these limits it may still be processed but could be delayed, damaged or returned — and will incur surcharges.

International deliveries: Each country has its own size and weight limits. Check the Parcelforce Worldwide Directory for destination-specific requirements. Items returned to sender will incur additional surcharges.

---

SendKit Online Shipping Account – Frequently Asked Questions