Surcharge Help

Royal Mail understand that additional mail charges are not good for your business, we are committed to working with you to get your mail right, first time and every time to avoid these charges.

This page is designed to help you discover the simple steps you can take to avoid additional charges.

Surcharge Help

Royal Mail understand that additional mail charges are not good for your business, we are committed to working with you to get your mail right, first time and every time to avoid these charges.

This page is designed to help you discover the simple steps you can take to avoid additional charges.

What is changing?

Royal Mail are transforming our operation by embracing new parcel sortation technology which will deliver the best possible service for you and your customers. As part of this transformation we are updating the way we check your mail volumes and the size and weight of your items.

Getting your mailing right first time every time

In Royal Mail we handle large letters, small and medium parcels differently within our network. As mail passes through our network, our machine technology will count, weigh and measure your items. 

It’s therefore important to make sure that the volume, size, format and weight of your items match your daily manifest. In addition, it is also important to check that the weight, size and product combination is right for the product you are sending.

Here are the size and weight guides to our products which you can use to check each item is the correct size, weight and format.

Average Daily Weight Surcharges

If the Incorrect Average Weight is declared on Royal Mail 24® and Royal Mail 48® Average Daily Weight Large Letters and Parcels products, we will apply an admin charge for each item in the posting as well as a correction charge for each item in the posting. To ensure the average weight is correct, customers are required to provide an accurate weight and pre-advice for each item*.

*Excluding customers using our Basic Barcodes solution or Annual Flat Rate customers

To avoid these charges and to ensure an accurate weight is provided you should weigh each item in its packaging before generating a label.

Details of these charges can be found on the Royal Mail Surcharges page.

Size and weight guide

How to get your end of day processes right

To avoid any additional charges you must ensure that your mailing is right.  It is important to check every item is the correct size, weight and format. 

In your end of day manifesting process you should accurately record the items you hand over to Royal Mail. You should not manifest items you won’t be handing to us that day.

If you use Click & Drop or Pro-Shipping, here are the user guides and support material.

 
Click & Drop Support Hub

Pro-Shipping Support Hub

If you use other shipping solutions, please refer to your shipping solution provider for guidance.

What happens if we find errors with your mail?

If the number of items, their weight or size does not match your manifest we may apply an additional charge for each incorrect item.  These charges will then appear on your usual invoice.  

Details of these charges can be found on the Royal Mail Surcharges Page. This page contains important information about UK and International surcharges. Please check this page regularly for the latest updates.

If you are registered for e-Invoicing you will be able to access the Surcharge Supplement which provides an item level breakdown of any surcharges that have been applied.  You will also receive an email notification when the Surcharge Supplement is available for you to view.

The e-Invoicing system allows you to access your Royal Mail invoices via a secure website. You can nominate one email address to be used as your primary user on your account. They will receive an electronic PDF of your invoice as it's uploaded to the portal. All other users will be set up as copy users. 

Register for e-Invoicing

 

Videos

E-Invoicing Portal Guide: Part 1 - How to register for an e-invoicing account

E-Invoicing Portal Guide: Part 2 - View and save invoices in different formats

 

Help

If you need help using or reading your surcharge supplement please use the following help material

e-Invoicing user guidepdf, 829.02 KB

Further help can be accessed on our Business Customers Help Centre or by talking to your usual service contact.

 

OBA Reporting Help

Online Business Account (OBA) – help with reporting (royalmail.com)

Within the OBA Reporting tab, there are a range of reports that can provide you with information on your mailings, including data on volume, value by account, products used, full sales order and invoice data within specified dates.

 
The two most popular reports are:

Sales Order Ad Hoc Report - this shows what will be invoiced

Sales Order Invoice Ad Hoc Report - this shows what has been invoiced

How to view and download these reports