Preparing orders for Royal Mail Click & Drop and resolving export errors

Configure product information before customers place orders. Some product values are saved against an order when it is created, so correcting the product afterwards may not correct an existing order.

Enter an accurate weight for each physical product and check the weights of any product variations.

Royal Mail may require both the total package weight and individual item weights. Entering a total package weight does not replace missing item weights.

Check the unit used for product weights in your ShopWired account. Do not enter a value in grams if the account expects kilograms, or vice versa.

For international deliveries and deliveries from Great Britain to Northern Ireland, check the information required for the destination and service.

Relevant information includes:

• A description of the goods
• The quantity of each item
• The value of each item
• The weight of each item
• The country of origin
• An HS tariff code where required

In ShopWired, configure the applicable Royal Mail - Customs Description, Royal Mail - Custom Origin Country and HS tariff code information for each product.

Use a description that identifies the goods. For example, “cotton T-shirt” describes an item more clearly than “clothing”.

The country of origin is where the goods were manufactured or produced. It is not necessarily the country from which the package is sent.

A SKU, manufacturer part number (MPN) and global trade item number (GTIN) serve different purposes. They do not replace a goods description, country of origin or HS tariff code.

Check Royal Mail’s requirements for the destination and type of goods. Do not assume that every identifier is required for every delivery.

Read Royal Mail’s guidance on international customs information for current destination-specific requirements.

During manual export, the package details and package contents are separate.

The package details describe the parcel, including its total weight, package size and selected service. The contents identify the products inside it.

For international deliveries and deliveries from Great Britain to Northern Ireland:

1. Open the order in the Orders ready for manual export section
2. Select apply postage
3. Configure the package weight, package size and service
4. Select each product included in the package
5. Specify the quantity of each selected product
6. Check the contents of each package before submitting the export

If an order is split across multiple packages, allocate the products and quantities to the packages in which they will be sent.

For example, if an order contains three books and two are being sent in the first package, specify two books in that package and the remaining book in the second package.

Northern Ireland is part of the United Kingdom, but deliveries of goods from Great Britain to Northern Ireland have additional requirements under the Windsor Framework.

Great Britain means England, Scotland and Wales.

A Northern Ireland delivery address normally has a postcode beginning with BT. Do not assume that an order has no additional goods-information requirements because its delivery country is shown as United Kingdom.

Complete the Windsor Framework configuration in your Royal Mail Click & Drop account before sending the affected orders.

This configuration must be completed in Click & Drop itself, including when orders are exported through an integration such as ShopWired.

Royal Mail’s requirements differ between business-to-consumer and business-to-business deliveries.

Business-to-consumer deliveries require goods information such as description, individual item weight, value and country of origin.

Business-to-business deliveries can require additional information, including Economic Operators Registration and Identification (EORI) and UK Internal Market Scheme (UKIMS) details. The applicable requirements depend on the movement and the arrangements under which the goods are sent.

Follow Royal Mail’s Windsor Framework setup guidance to configure the account and check the information required.

The GB-to-Northern Ireland Windsor Framework requirements do not apply to deliveries entirely within Northern Ireland.

When reviewing a warning or customs error, consider both where the goods are being sent from and their destination.

A service must be available on your Royal Mail account and suitable for the destination, package format and weight.

The service name alone is not sufficient to establish that the selected service code is correct for your account.

Services available through a Royal Mail Online Business Account (OBA) depend on the services included in your individual agreement.

Selecting the I have an OBA account setting in ShopWired does not add services to your Royal Mail account.

Similarly, adding a code in the Custom service codes section makes it available for selection in the app. It does not enable that service with Royal Mail.

Confirm the exact service code with Royal Mail if an export reports that a code cannot be found or is not supported.

For automatic exports, check the service and package size selected in the delivery rate mapping.

For manual exports, check the service and package size selected when applying postage to the order.

A manual export may use a different selected service from the one configured in the automatic delivery rate mapping. When comparing failed attempts, check the service used for each attempt.

Read Royal Mail’s OBA service-code guidance and confirm account-specific availability with Royal Mail.

Customs information describes the goods being sent. Customs and duties settings concern the amounts and arrangements associated with import charges. Completing one does not replace the other.

The Send customs & duties amount setting controls whether an eligible prepaid customs and duties amount is sent to Click & Drop.

The Send customs & duties amount as zero if no amount is paid setting can send a zero amount when an eligible paid amount would otherwise be omitted.

These settings are intended for compatible delivery duty paid (DDP) services.

If the account uses a mixture of DDP and non-DDP services, confirm the appropriate configuration with Click & Drop support before changing these settings.

A zero amount sent during export does not establish that no duties will be payable.

Click & Drop account defaults for customs and handling fees can affect how an order is processed.

An error referring to IOSS, DDP or an unsupported delivery term may indicate that the destination, selected service and customs arrangements do not match.

For example, an IOSS-related error on a non-EU delivery should prompt a check of the account’s customs defaults as well as the information supplied with the order.

Do not change account defaults without considering other destinations and services that use the same account.

Refer to the Click & Drop app guide for the ShopWired settings. Contact Royal Mail to confirm which customs arrangements your services support.

The information displayed on a current product is not necessarily the same as the information used to export an existing order.

Some product values, including item weights and HS codes, are saved against the order when it is created.

Changing those values on the product does not automatically update the corresponding values already saved on the order.

If a product had no weight when an order was placed, adding a weight to the product afterwards does not establish that the existing order now contains it.

Royal Mail custom fields, such as customs description and origin country, are handled separately from the order’s saved item values.

Corrections to these fields can be retrieved when the integration fetches the relevant custom-field information. However, an order already prepared for manual export may also use product information saved earlier in that process.

Do not assume that a product edit has reached an existing manual-export entry because the product now looks correct.

Record which information was changed and when it was changed.

Contact ShopWired support if the order continues to fail after correcting the relevant information. Support can investigate which values were used for the export.

Do not create a replacement customer order or repeatedly move the order between export sections solely to try to refresh its data.

Some Royal Mail services or destinations require recipient contact information.

If an error identifies a missing or invalid email address or telephone number, check the information on the order. Do not assume that a value currently saved on the customer’s account was present on the order when it was created.

A PayPal Express order can arrive without a telephone number if the PayPal checkout configuration does not require one.

If this causes export failures, check the contact-telephone preference in your PayPal account.

Changing the PayPal preference affects information collected for subsequent orders. It does not add a telephone number to an existing order.

Do not enter a fabricated telephone number to pass validation. Obtain accurate information from the customer or ask Royal Mail which alternatives the selected service permits.

Use the complete error message to decide what to check. Similar-looking export failures can have different causes.

An error message may identify only the first validation problem. Correcting one issue does not establish that every other requirement has been met.

1. Check whether the order already exists in Click & Drop
2. Check whether it was created manually or through another integration
3. Check whether a label has already been purchased or the package has already been sent
4. Record the complete error message and the time of the failed attempt
5. Correct the identified information or configuration before deciding whether to retry

If the order is not already present and the cause has been corrected, follow the retry instructions in the Click & Drop app guide.

Contact ShopWired support rather than changing several settings and repeatedly exporting the order.

Changing one setting at a time and recording the result helps distinguish the original problem from a different error introduced by a later attempt.

Contact ShopWired for problems involving the integration, including:

• Orders not appearing in the expected export section
• Questions about which order or product information was used
• Corrected product information not appearing to affect an existing export
• Differences between the app’s export status and the order shown in Click & Drop
• An error that remains unexplained after checking the relevant information and settings

Provide:

• The ShopWired order reference
• The complete error message
• The date, approximate time and time zone of the failed attempt
• Whether the export was automatic or manual
• The selected Royal Mail service and package format
• Whether package contents were selected
• Any product or account settings changed before the attempt
• Whether the order already exists in Click & Drop

Provide screenshots through the support channel where requested. Do not include API keys, passwords or other access credentials.

Contact Royal Mail for confirmation of:

• Services enabled on your account
• Supported service, destination and package combinations
• Windsor Framework account configuration
• Applicable EORI, UKIMS and recipient requirements
• Customs and handling-fee defaults
• DDP, IOSS or other delivery-term compatibility
• Carrier validation requirements that are not clear from the error message

If Royal Mail requests the integration’s API request or response, contact ShopWired support so the relevant evidence can be investigated and shared securely.