Royal Mail FAQs for New Online Sellers

New sellers often have the same core questions about postage, returns and insurance. This FAQ consolidates practical answers and links to further resources so you can ship confidently and keep customers satisfied.

Q: Which service should I choose for small, low-cost items?

A: For domestic low-cost items, Tracked 48 offers a good mix of cost and visibility. Signed For is cheaper and provides proof of delivery, but has fewer tracking events. For very low-value items, Standard service (no tracking) can be used but may lead to more buyer disputes if items go missing.

Q: How does insurance/compensation work?

A: Compensation limits depend on the service. Tracked and Signed services include some compensation for loss or damage but check current terms for precise limits. For high-value goods, buy additional insurance or use a commercial cover policy.

Q: What if a buyer claims they didn’t receive an item?

A: Check tracking first. If a delivery scan shows "delivered" but the buyer disputes receipt, request they check with neighbours, reception, or CCTV. If tracking shows a failed delivery, follow Royal Mail’s trace and compensation procedures and keep clear records.

Q: Can I print bulk labels at home?

A: Yes. Royal Mail supports batch label printing for business accounts. You will need a suitable thermal or laser printer and to adhere to label size requirements.

Q: How to manage returns efficiently?

A: Include a returns policy in your listings and provide a prepaid returns label for faster processing. Use a simple registration form to track returns when they arrive back to your fulfilment centre.

Q: Are there any items I cannot post?

A: Yes. Some items are prohibited (explosives, certain chemicals). Others are restricted and require special packaging or declarations (lithium batteries, aerosols). Always consult Royal Mail’s prohibited items list.

Q: How to save on postage costs?

A: Weigh and measure accurately, negotiate business tariffs if volumes justify it, and consider using Tracked 48 for most regular orders. Also, use platform shipping discounts through marketplace integrations where available.

Q: What paperwork is needed for international shipments?

A: CN22 or CN23 customs declarations must be completed with accurate descriptions and HS codes where needed. Include invoices and remember that recipient duties can apply.

Q: What should I do during postal disruptions (strikes or weather)?

A: Communicate with customers, extend processing times, and where necessary, offer alternative couriers for urgent deliveries.

Final tip

Document your shipping processes and keep clear records. That practice protects both your customers and your business when incidents occur.