Royal Mail Theft By Surcharge

[Rob-Ed]

I'm livid. Royal Mail have recently introduced additional surcharges for items such as 'unreadable barcode' and 'incorrectly applied label'. We take extreme care when labeling our packages, there isn't a chance that our barcodes are 'unreadable', and what even constitutes an 'incorrectly applied label'??! Surely the label is either there or it's not?? We use Royal Mail supplied label stock and a Royal Mail recommended thermal printer. I've disputed each of these surcharges, there appears to be 1 of each per weekly invoice at the moment, with an additional 'administration surcharge' for the 'privilege' of being surcharged. Initially, the response from Royal Mail was that the surcharge had been incorrectly applied and would be credited, they're now dismissing our disputes.

Royal Mail have the gumption to forward their guide to labeling correctly along with their dispute rejection email. We've been doing this for over 20 years, I believe we know how to print and apply a label. The obvious observation is that any loss or damage to labels occurs after the the packages have been taken and mishandled by Royal Mail, we should be compensated - not penalised! I would urge anyone reading this to check the last page of their invoice carefully and dispute ANY and ALL surcharges, other than green surcharge which is unavoidable.

Conveniently, Royal Mail are only occasionally able to provide poor quality photographic evidence of the package and label AFTER they've re-labelled it - curiously, it appears to be identical to the original label we'd originally used. I need to see the 'damage' please Royal Mail, so that I can work to prevent it in future.

I hope every other business hit with these unjustified surcharges is disputing them and will continue to do so. Royal Mail will be bringing in many thousands in revenue from what, without proof, is essentially theft.
Cheers

 

[thetiger2015]

The incorrect label thing, could it be the weight of the package? We've had that, sent something that was 1.4kg and it went as a 1kg parcel, supposed to be 2kg.

You do have to double and triple check all invoices, the little surcharges can soon add up over the course of a year and then you've got no hope of claiming anything back.

 

[DontAsk]

I send all small parcels as the maximum 2 kg, since there are no price bands.

 

[LPB 123]

Are you signed up to e-invoicing? In your account you should receive a "Surcharge supplement" so you shouldn't need to wait for the invoice to see your surcharges.

We receive a couple of surcharges per week for international parcels being overweight as they are charged by the gram (MP7 / MTK etc).

This started a few months ago and they are fairly strict most are only about 20g overweight. When we re-weigh to check, the weight they give is usually accurate and the weight discrepancy is usually down to the manufacturer changing the packaging and we hadn't updated our OMS.

I think those discrepancies were probably always there for us, they have just gotten stricter recently. So maybe they are just being stricter with your relabelling issue as well whereas before they'd just relabel and not Surcharge?

 

[antropy]

I hope every other business hit with these unjustified surcharges is disputing them and will continue to do so. Royal Mail will be bringing in many thousands in revenue from what, without proof, is essentially theft.

It's a trend I've noticed a lot in recent years; companies hiking prices, bringing in new fees, all with very little notice and no explicit agreement.

Vote with your wallet and use another courier if you can.

Paul.

 

[JEREMY HAWKE]

Have a word with your local Apc

 

[Rob-Ed]

Thanks for the replies.
The problem is that a lot of the products we sell are small and low value, 'letter boxable'. Customers won't pay anything more than minimal postage costs (and then complain when the second class service they've chosen doesn't arrive the next day!) we can't justify using a courier for 95% of our deliveries.
Pricing In Proportion made things difficult for us, most of our packages are precisely on the cusp between Large Letter (cheap) and Small Packet (expensive) the difference in price between these two services is ludicrous for the sake of what might be 1mm difference in thickness.
Anyway, I digress.

 

[Daybooks]

I would query whether the Royal Mail have introduced a new computerised checking system specified by the Post Office and programmed by Fijitsu.

 

[Proletariat22]

I'm livid. Royal Mail have recently introduced additional surcharges for items such as 'unreadable barcode' and 'incorrectly applied label'. We take extreme care when labeling our packages, there isn't a chance that our barcodes are 'unreadable', and what even constitutes an 'incorrectly applied label'??! Surely the label is either there or it's not?? We use Royal Mail supplied label stock and a Royal Mail recommended thermal printer. I've disputed each of these surcharges, there appears to be 1 of each per weekly invoice at the moment, with an additional 'administration surcharge' for the 'privilege' of being surcharged. Initially, the response from Royal Mail was that the surcharge had been incorrectly applied and would be credited, they're now dismissing our disputes.

Royal Mail have the gumption to forward their guide to labeling correctly along with their dispute rejection email. We've been doing this for over 20 years, I believe we know how to print and apply a label. The obvious observation is that any loss or damage to labels occurs after the the packages have been taken and mishandled by Royal Mail, we should be compensated - not penalised! I would urge anyone reading this to check the last page of their invoice carefully and dispute ANY and ALL surcharges, other than green surcharge which is unavoidable.

Conveniently, Royal Mail are only occasionally able to provide poor quality photographic evidence of the package and label AFTER they've re-labelled it - curiously, it appears to be identical to the original label we'd originally used. I need to see the 'damage' please Royal Mail, so that I can work to prevent it in future.

I hope every other business hit with these unjustified surcharges is disputing them and will continue to do so. Royal Mail will be bringing in many thousands in revenue from what, without proof, is essentially theft.
Cheers

We've had the same. Nonsense charges added as well as the standard and green surcharges. We ensure all our packages are labelled correctly, especially with something such as barcode legibility. But when they lose our parcels it's near impossible to claim compensation. They're taking us for mugs

 

[Rob-Ed]

Latest invoice has the same two surcharges, 'incorrectly applied label' x 1 and 'unreadable barcode' x 1 (oh, and don't forget the admin charge x 1 for the privilege of being surcharged)
So, if we're getting it so wrong, why is there only a single surcharge for each issue on each invoice? There's maybe 250 shipments per invoice and yet only one has a bad barcode and only one has an incorrectly applied label.
My guess is that these surcharges are being insidiously introduced at a level where most businesses can't be bothered to argue for the sake of £5. That adds up to maybe £25 pcm - an additional £300 pa!

Any suggestions for a watchdog or press that might be able to turn the screw on Royal Mail?
Thanks.

 

[Beermonster]

I have recently noticed these charges, I spoke to my account manager about it and apparently they have had the ability to do this for a long time they just didn't and only started it about 6 weeks ago, he told me to dispute everyone and ask for photographic eveidence, which I've done, I'm just waitng to hear back from them.

On a simular note, I also noticed that they now charge for returning parcels where the labels aren't addressed correctly, this is down to the customer missing house number etc, our confirmation email asks people to check the address, wrote in bold red letters, but they don't let us know, is it possible to put in our terms that a fee will be charged for incorreclty addressed parcels that are returned to us?

 

[mpollard]

I came to this post from Googling 'Royal Mail Stealth Charges'

My weekly bill is now over £1000 and i think that it would only around £400-500 a week a couple of years ago. I do send more Tracked48 and Tracked24 items but still, it's getting out of hand.

I have noticed that lots of surcharges have been appearing on my invoice, something I have noticed only recently too.

I get fed up with Royal Mail. They hiked my contract prices again recently and by the time I add all their green surcharges and VAT etc... I am paying more to send Tracked48 than someone can buy it for through the Royal Mail website. When I questioned this, they did drop my price hike considerably but I am still paying more.

I spend around £35-40k with RM a year anyone of the street gets better prices than I do!

As the OP also said. The majority of my items are low value and on the cusp of large letter and small parcel.

 

[JEREMY HAWKE]

I came to this post from Googling 'Royal Mail Stealth Charges'

My weekly bill is now over £1000 and i think that it would only around £400-500 a week a couple of years ago. I do send more Tracked48 and Tracked24 items but still, it's getting out of hand.

I have noticed that lots of surcharges have been appearing on my invoice, something I have noticed only recently too.

I get fed up with Royal Mail. They hiked my contract prices again recently and by the time I add all their green surcharges and VAT etc... I am paying more to send Tracked48 than someone can buy it for through the Royal Mail website. When I questioned this, they did drop my price hike considerably but I am still paying more.

I spend around £35-40k with RM a year anyone of the street gets better prices than I do!

As the OP also said. The majority of my items are low value and on the cusp of large letter and small parcel.

Welcome to the forum

Like everything else transport prices are going through the roof The feedback from the members on here is that customers are complaining about the rising cost of shipping .However I think that the customer needs to be educated that shipping is never going to remain the same in an inflation fuelled trading environment.

The reality is that you probably wont save to much in the long run moving to another carrier and you will most certainly see poorer customer service .
RM would probably benefit from just applying a general price increase and not issuing surprise invoices but sadly we are stuck with this for the foreseeable future

 

[FreddyG]

Just ask yourself - what is more expensive? Pi$$ing people off by going with the likes of Everi and Yodel? Or going with a decent courier or RM who ACTUALLY delivers and employs people who can read address signs?

 

[mpollard]

Just ask yourself - what is more expensive? Pi$$ing people off by going with the likes of Everi and Yodel? Or going with a decent courier or RM who ACTUALLY delivers and employs people who can read address signs?

I have to use Royal Mail. No one else compare with the price and service.

But as I mention, with a £35-40k spend per year... should I be paying more than the general public pay for one item per year, which is collected for free.

Going back to the original post, why should we accept surcharges that are applied to our invoices for "unreadable barcode" The only way that the barcode would be unreadable is if RM damage it.

Royal Mail are clearly taking advantage of small businesses to boost their profits.
If there was any realistic alternative then I would have moved years ago.

 

[chilloutgames]

I have to use Royal Mail. No one else compare with the price and service.

But as I mention, with a £35-40k spend per year... should I be paying more than the general public pay for one item per year, which is collected for free.

Going back to the original post, why should we accept surcharges that are applied to our invoices for "unreadable barcode" The only way that the barcode would be unreadable is if RM damage it.

Royal Mail are clearly taking advantage of small businesses to boost their profits.
If there was any realistic alternative then I would have moved years ago.

I'm sending mainly large letters and small packets. These stealth charges started early last year and I've been having to check every invoice since. I'm finally seeing mainly 'Unreadable barcode' which pops up on about 1 in 50 orders - about £10 a month. My guess is that the label is getting wet in the Royal Mail network.

 

[simplyjoshimo]

I'm sending mainly large letters and small packets. These stealth charges started early last year and I've been having to check every invoice since. I'm finally seeing mainly 'Unreadable barcode' which pops up on about 1 in 50 orders - about £10 a month. My guess is that the label is getting wet in the Royal Mail network.

I'm livid. Royal Mail have recently introduced additional surcharges for items such as 'unreadable barcode' and 'incorrectly applied label'. We take extreme care when labeling our packages, there isn't a chance that our barcodes are 'unreadable', and what even constitutes an 'incorrectly applied label'??! Surely the label is either there or it's not?? We use Royal Mail supplied label stock and a Royal Mail recommended thermal printer. I've disputed each of these surcharges, there appears to be 1 of each per weekly invoice at the moment, with an additional 'administration surcharge' for the 'privilege' of being surcharged. Initially, the response from Royal Mail was that the surcharge had been incorrectly applied and would be credited, they're now dismissing our disputes.

Royal Mail have the gumption to forward their guide to labeling correctly along with their dispute rejection email. We've been doing this for over 20 years, I believe we know how to print and apply a label. The obvious observation is that any loss or damage to labels occurs after the the packages have been taken and mishandled by Royal Mail, we should be compensated - not penalised! I would urge anyone reading this to check the last page of their invoice carefully and dispute ANY and ALL surcharges, other than green surcharge which is unavoidable.

Conveniently, Royal Mail are only occasionally able to provide poor quality photographic evidence of the package and label AFTER they've re-labelled it - curiously, it appears to be identical to the original label we'd originally used. I need to see the 'damage' please Royal Mail, so that I can work to prevent it in future.

I hope every other business hit with these unjustified surcharges is disputing them and will continue to do so. Royal Mail will be bringing in many thousands in revenue from what, without proof, is essentially theft.
Cheers

Hi, I've also been receiving these surcharges since January 2025. I have an appointment booked with my RM account manager next week so I am hoping he will help me in appealing them, as I am getting nowhere with customer services. I am simply being told it is my fault. Since the first charge I have been scanning every barcode myself before placing in the mail bag and 100% are readable. I have tried rubbing the barcode to replicate mail rubbing together in the mail bag, yet it still scans 100% of the time. We use the Zebra GK420D printer, as recommended by RM and labels are ordered through RM. Our printer is maintained properly and quality is excellent. I've read the policy book they sent on print quality etc and I am confident that this is an issue with their machines or processes. Only small surcharge amounts each week but it soon adds up.

 

[mpollard]

Hi, I've also been receiving these surcharges since January 2025. I have an appointment booked with my RM account manager next week so I am hoping he will help me in appealing them, as I am getting nowhere with customer services. I am simply being told it is my fault. Since the first charge I have been scanning every barcode myself before placing in the mail bag and 100% are readable. I have tried rubbing the barcode to replicate mail rubbing together in the mail bag, yet it still scans 100% of the time. We use the Zebra GK420D printer, as recommended by RM and labels are ordered through RM. Our printer is maintained properly and quality is excellent. I've read the policy book they sent on print quality etc and I am confident that this is an issue with their machines or processes. Only small surcharge amounts each week but it soon adds up.

We had our business account manager taken away about 18 months ago - I find Royal Mail a complete mickey take. The whole "you must not share your prices" rubbish.

I am so annoyed with them and they know how much of a pain it is to complain and follow up.

I have two Zebra printers GK420 and GK430 but produce perfect prints on the labels that RM supply us with...

 

[Gary Durn]

Hey there,

We have accrued about £200 of IPROL charges since they started in March, which apply to less than 5% of our mail items.

We received some standard zero-effort guff in response to our first complaint. The matter was then escalated and we were provided with a few sample images of supposedly unreadable barcodes. We haven't yet analysed these images or followed up, but there are a number of outstanding arguments that we have presented against these charges.

Of course, we had cleaned our equipment (Zebra 420D), followed all the guidelines etc.

Now, we have installed entirely new equipment and will be observing whether these too are rejected. We will surely escalate matters again if more billings sneak onto our invoices.

I would like to know how you are checking the readability of your barcodes before dispatch, how are you scanning them?

Has anyone come to a satisfactory outcome with Royal Mail concerning their IPROL complaints?

Has anyone remedied problems on their end and eliminated the IPROL surcharges?

Thanks

 

[simplyjoshimo]

Hey there,

We have accrued about £200 of IPROL charges since they started in March, which apply to less than 5% of our mail items.

We received some standard zero-effort guff in response to our first complaint. The matter was then escalated and we were provided with a few sample images of supposedly unreadable barcodes. We haven't yet analysed these images or followed up, but there are a number of outstanding arguments that we have presented against these charges.

Of course, we had cleaned our equipment (Zebra 420D), followed all the guidelines etc.

Now, we have installed entirely new equipment and will be observing whether these too are rejected. We will surely escalate matters again if more billings sneak onto our invoices.

I would like to know how you are checking the readability of your barcodes before dispatch, how are you scanning them?

Has anyone come to a satisfactory outcome with Royal Mail concerning their IPROL complaints?

Has anyone remedied problems on their end and eliminated the IPROL surcharges?

Thanks

I use a QR scanner on my work phone-it's quick and reliable. I also tested some barcodes by rubbing them together to simulate how they might get scuffed in a mail sack, and they still scanned fine.

The IPROL appeal responses are automated and dismissive, like they’re trying to convince you the fault is yours. I go through the appeal now just to get the photo evidence (if they provide it) and to log the issue for a future complaint. Often, their photos only show the new barcode with the original one covered-conveniently they are removing the evidence so you are forced to take their word for it. To date, there has been no evidence of an unreadable barcode.

If you can evidence that your barcodes are readable-maybe by taking photos before posting for a while (so you can test their scanning as IPROLs come in)-you can then escalate your case with them. If you have evidence and they don’t, it gives you a much stronger position.

This is the stage I am currently at so I will update you if I do get anywhere...

 

[Andrew L]

I have "non-readable" barcode charges levied over a 3 week period between February and March. Since then I have not had any charges.

I requested copies of the barcodes and I was able to read the barcodes directly from the poor quality image on my PC screen using a cheap 2d barcode scanner from Amazon.

Add in the fact that redundancy is built into matrix barcodes at the time of generation, so they can still be rad even if part of the code is not fully readable.

It is either some sort of calibration/installation issue with Royal Mail's system or a simple money-making scheme by Royal Mail.

 

[Andrew L]

I use a QR scanner on my work phone-it's quick and reliable. I also tested some barcodes by rubbing them together to simulate how they might get scuffed in a mail sack, and they still scanned fine.

The IPROL appeal responses are automated and dismissive, like they’re trying to convince you the fault is yours. I go through the appeal now just to get the photo evidence (if they provide it) and to log the issue for a future complaint. Often, their photos only show the new barcode with the original one covered-conveniently they are removing the evidence so you are forced to take their word for it. To date, there has been no evidence of an unreadable barcode.

If you can evidence that your barcodes are readable-maybe by taking photos before posting for a while (so you can test their scanning as IPROLs come in)-you can then escalate your case with them. If you have evidence and they don’t, it gives you a much stronger position.

This is the stage I am currently at so I will update you if I do get anywhere...

Push harder for the original label photo - it is taken by the machine before it is "rejected". I got one and could scan it from a poor-quality image on my PC screen.


As matrix barcodes have redundancy built into them, I think it is looking like a revenue-generating scheme or some poorly installed equipment/software.

 

[Gary Durn]

Thanks for your response Simplyjoshimo - that's a good idea and it will be worth our time to gather that evidence for future dispute. I did see that the Royal Mail app had limited capability to scan barcodes - is there other software that could make a quicker job of it? At the current rate, IPROL will be costing us £1K per year so legal action against RM is not out of the question.

Andrew L - that's great information! I did as you suggested and was able to retrieve tracking numbers from most of the sample images they provided us. It beggars belief that while we get the third degree, the escalation team and whoever manually verifies these things hasn't bothered to check the labels for themselves.

I start to cynically think this was an effort to deflect poor delivery performance away from Ofcom so they don't get fined again.

As I understand it, beyond the escalation team, complaints are handled by the postal review panel and that's the final decision. I don't hold out much hope based on what I've seen so far.

Thanks again for your help, I'm glad to see we're not the only ones, or barking up the wrong tree. Let's share our progress that it may help remedy this situation

 

[Andrew L]

Thanks for your response Simplyjoshimo - that's a good idea and it will be worth our time to gather that evidence for future dispute. I did see that the Royal Mail app had limited capability to scan barcodes - is there other software that could make a quicker job of it? At the current rate, IPROL will be costing us £1K per year so legal action against RM is not out of the question.

Andrew L - that's great information! I did as you suggested and was able to retrieve tracking numbers from most of the sample images they provided us. It beggars belief that while we get the third degree, the escalation team and whoever manually verifies these things hasn't bothered to check the labels for themselves.

I start to cynically think this was an effort to deflect poor delivery performance away from Ofcom so they don't get fined again.

As I understand it, beyond the escalation team, complaints are handled by the postal review panel and that's the final decision. I don't hold out much hope based on what I've seen so far.

Thanks again for your help, I'm glad to see we're not the only ones, or barking up the wrong tree. Let's share our progress that it may help remedy this situation

This is was in a reply I received from Royal Mail:

"Our PSMs use advanced camera technology to read the data matrix on your parcels as they travel at high speeds across our belts. When presented with appropriate labels, the PSMs can achieve close to 100% read rates. The operating conditions differ from those seen by your phone or PDA, which have more attempts to read the barcode and are generally closer. This can mean that labels readable by a handheld device are not of a high enough quality to be readable by our machines."

If you go to YouTube and search for "ThePostalMuseum" and then look for the video titled "Modern Mail Machines – The Royal Mail Innovation Team | Sorting Britain:" it gives you an idea of what they are doing.

 

[simplyjoshimo]

Push harder for the original label photo - it is taken by the machine before it is "rejected". I got one and could scan it from a poor-quality image on my PC screen.


As matrix barcodes have redundancy built into them, I think it is looking like a revenue-generating scheme or some poorly installed equipment/software.

I have been asking for the original labels from the start but I am told that they are not available. That they only get photos after the new label is applied. Were your photos definitely of the original barcode? Not of the replacement barcode that they applied over the top?

RM also confirmed that when the packet goes into the rejection pile, that no one manually checks that the barcode is unreadable, they rely on the machine getting it right in the first instance.

I personally use the zebra printer recommended by RM, labels provided by RM, I have printer settings set as per the RM set up booklet, apply labels as per the RM policy guide, and clean printer as per RM recommendations. Printing looks perfectly fine, field manager confirmed it was fine and our test scans also confirm print quality is fine.

It very much sounds like their machines are not fit for purpose. That they are not reading all barcodes adequately. In which case, for those mail items rejected there should be a manual check in place before applying a new label, rather than going straight into issuing their loyal customers with a surcharge.

 

[simplyjoshimo]

This is was in a reply I received from Royal Mail:

"Our PSMs use advanced camera technology to read the data matrix on your parcels as they travel at high speeds across our belts. When presented with appropriate labels, the PSMs can achieve close to 100% read rates. The operating conditions differ from those seen by your phone or PDA, which have more attempts to read the barcode and are generally closer. This can mean that labels readable by a handheld device are not of a high enough quality to be readable by our machines."

If you go to YouTube and search for "ThePostalMuseum" and then look for the video titled "Modern Mail Machines – The Royal Mail Innovation Team | Sorting Britain:" it gives you an idea of what they are doing.

So they are effectively saying that their machines don't get it right 100% of the time?

 

[jjscruff]

i came on this forum today to look for RM alternatives as i'm sick of them and low and behold the first thread is exactly about the issues i face.

My charges are all weight related, they will invoice for a 20g discrepency which could easily just be calibration inconsistency between two sets of scales (mine and theirs)

The prices are insane now as well. They charge more than £7 for a large letter to the US UNTRACKED. When i started with RM it used to be less than half of this and the service was better

Anyone use any alternative for US mail? I don't do anywhere near the volume i used to so it makes it difficult

 

[DontAsk]

I managed to get a DHL account on reasonable terms (very low volumes) and have gradually transitioned to using DHL global mail for smaller stuff.

 

[Gary Durn]

jjscruff - yes we too get a small number of surcharges related to those weight discrepancies. Before even checking we know they must be wrong because the restated weight will be for example 1.4Kg for a small letter item containing a piece of card... So we let them batch up and make a complaint via the online system and they all get credited back very quickly. The other problem we're moaning about here is with what they call IPROL, a recently introduced type of surcharge on which it appears RM are going to die on a hill before they refund a single one.

Andrew L - that's interesting, it looks a lot like the mail centre where I live! Sorry I forgot to ask - do you recall doing anything differently on your end that might have alleviated your unreadable barcodes issue?

In RM's original response to us they said a manual verification team was used to reconfirm after machine rejection, before the charge was applied. I guess the big question is then whether the rejection threshold imposed by Royal Mail is fair and reasonable. I will know for certain on Sunday, when the labels produced by our newly installed equipment have been through the system for billings.

Simplyjoshimo, I received a small number of original label images after escalating our complaint. I have since then been able to check them myself successfully using Andrew L's method. They were not forthcoming initially and we only saw overlaid examples, which were useless obviously. It's possible different mail centres have different policies and procedures not to mention reject rates. Maybe we should travel the extra 50 miles to another one to try our luck there?

DontAsk, do you mind sharing how small your small stuff can be with the DHL account - how does it compare to the letter/large letter specification?

 

[jjscruff]

@Gary Durn what do you say/what evidence do you provide to RM to get refunds on weight discrepancies?

Whats IPROL?

 

[Gary Durn]

@Gary Durn what do you say/what evidence do you provide to RM to get refunds on weight discrepancies?

Whats IPROL?

IPROL is a £1 surcharge levied by RM every time they reject a mail item barcode as being unreadable. It's supposed to cover their cost of overlaying the original label with a replacement.

Our frustrations about this practice are manifold, but amplified by the complete lack of transparency.

On tackling weight discrepancies, we use the online web form initially and list the sales orders numbers involved (usually a dozen or so) and attach a merged pdf containing the surcharge supplement paperwork. These show the mail item tracking numbers and other information you can refer to.

Invoice issue = incorrect charge

E-surcharge supplements raised in error.

There have been a number of small letter items with low weight < 100g that have been re-declared by Royal Mail to be > 100g.
These were reported as sometimes over 1kg and frequently above 500g, which are physically impossible considering the dimensions and contents of our small letters.
These have been incorrect measurements, causing surcharges to be raised on our account - which we now have to appeal. Please see attached for the documents you have created in respect of these items.

 

[andybrussell]

We are also having this barcode unreadable situation.

 

[simplyjoshimo]

We are also having this barcode unreadable situation.

Have you had any luck in appealing them yet?

 

[apricot]

The incorrect label thing, could it be the weight of the package? We've had that, sent something that was 1.4kg and it went as a 1kg parcel, supposed to be 2kg.

You do have to double and triple check all invoices, the little surcharges can soon add up over the course of a year and then you've got no hope of claiming anything back.

I totally agree with your post! I’m having exactly the same problem! They charge these outrageous fees after two weeks under the label of a “surcharge,” and there’s absolutely no way to figure out from the invoice which parcel the charge relates to.

You have to email them with all the invoice details just to get an explanation, and even then.. I am like , “There’s no way, we used this label!”—but there’s no way to actually prove anything. ( I have actually tried to store a camera above my packing desk to record everything but I couldn't get it right!)

It feels like nothing short of theft. Honestly, this is starting to look like a Royal Mail scandal…and nothing will change unless everyone starts speaking up together.

Don't get me wrong! I love Royal Mail - especially my collection and delivery guy and plus the people work in collection office who helps me a lot.….but it is under corrupted management!

 

[Gary Durn]

Just a quick update on our last two weeks:

Our new and fresh equipment made no difference to the IPROL reject rate (5%) and charges now amount to £224. Based on evidence gathered we will have one last try complaining to the postal review panel, then onward to legal action.

 

[simplyjoshimo]

Just a quick update on our last two weeks:

Our new and fresh equipment made no difference to the IPROL reject rate (5%) and charges now amount to £224. Based on evidence gathered we will have one last try complaining to the postal review panel, then onward to legal action.

Sorry to hear that, please keep us updated and good luck!

I escalated my complaint last week. Heard nothing so far. Updated the complaint yesterday with more surcharges from the weekend, so I'm hoping I'll hear something this week instead.

 

[LPB 123]

Just a quick update on our last two weeks:

Our new and fresh equipment made no difference to the IPROL reject rate (5%) and charges now amount to £224. Based on evidence gathered we will have one last try complaining to the postal review panel, then onward to legal action.

What was the fresh equipment? What printer are you using?

 

[LPB 123]

I totally agree with your post! I’m having exactly the same problem! They charge these outrageous fees after two weeks under the label of a “surcharge,” and there’s absolutely no way to figure out from the invoice which parcel the charge relates to.

If you go in to your e-invoicing account you should be able to see the documents with surcharges etc.

Ours have all been to do with weight and the docs are called "correctionsupplement" and they list the affected parcels individually.

 

[Gary Durn]

What was the fresh equipment? What printer are you using?

Zebra 420, clean driver install, configured per RM guidance and running RM's own labels.

 

[LPB 123]

Zebra 420, clean driver install, configured per RM guidance and running RM's own labels.

Try the GK430D or another with 300 dpi instead of 203 dpi. The print quality is a lot better