 More Information About Printing Your Postage |
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| Frequently Asked Questions |
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Q. Do I need a PayPal account in order to use this service?
A. Yes. A PayPal Account is necessary to print a postage label.
Q. Do I have to use PayPal to use the Postage Label Printing?
A. Yes. In order to have access to the Postage Label Printing service, items must be paid for via PayPal.
Q. Is there an expiry date for the postage labels?
A. For Royal Mail items you need to post your items by the end of the working day after the day of purchase otherwise it will not be valid (the Post by date on the label shows the last day on which the label will be valid for posting). For Parcelforce Worldwide items, labels are valid for 5 working days after the day of purchase.
Q. Can I use this service for BFPO and PO Box addresses?
A. Yes, but only for items under 2kg through Royal Mail services. Please refer to the Post Office® website http://www.postoffice.co.uk/portal/po/content1?catId=19100179&mediaId=19100247
Q: I have paid but I haven't seen the popup with the postage label
A: You have to allow popup in your browserWhen using the Internet Explorer V6 browser When using the Internet Explorer V6 browser
1. Select Tools-> Popup Blocker-> Popup Blocker Settings.
2. Add www.paypal.com to the list of Allowed Sites.
When using the Mozilla Firefox browser
1. Select Tools -> Options-> Content -> Exceptions.
2. Type www.paypal.com into the Address of website field.
3. Select 'Allow'.
NB: Some of our users will also have Toolbars in their browsers that might have their popup blocker functionalities on too. Those need to be switched off at this stage too.
Q. Where does the Postage Label Printing work?
A. The Product is for UK Sellers and UK based items only. The service will not work if the item is not posted from the UK.
Q: How do I pay for my Postage Label Printing?
A: Paying for labels is just like any other PayPal transaction. The easiest way to pay is to pay from your PayPal balance. If you have no funds in your balance or if you wish to use a different funding source then you can select any of the bank accounts or debit/credit cards or that are registered on your PayPal account.
Q: Can I test the Printing?
A: Yes. At the "print your label" phase you will have the option to print a test label
Q: How can I create a list/report of labels I've paid for?
A: Royal Mail's PayPal account to collect label purchases appears as 'PP RMG' in your Account Overview.
In order to create a list of
- Go to History-
- Select Advanced Search
- In the Search For box, type the email address "shipping_rmg_account_number_2@paypal.com" and in the In box select "email"
- Specify the date range for your query.
PayPal will list all payments for labels to the Royal Mail within the specified dates (see example below)
Alternatively you can use Download History to download all transactions within a given period as a CSV file which you can then open in Excel to generate a quick report.
- Use Data->Filter
- Select Autofilter = ON
- Select Name = "Royal Mail Group Online Postage"
Your list of transactions will list all labels purchased.
Q: Can I get a refund or cancel my label if I made a mistake?
A: Yes. If your label is damaged or no longer required you can cancel the label and request a refund online from Royal Mail up to 7 days after the label purchase.
In order to make the Refund request you simply select the relevant transaction and click on the Details link in your Account Overview. At the end of the page click on the 'Delete' link.
When you request the refund you need to specify a reason (postage destroyed, changed mind, poatage lost, label did not print) which Royal Mail will assess. If the request is accepted, the refund will be processed within 5 working days and the funds will be returned to the same PayPal account from which the purchase was made.
The Delete link will be displayed for 7 days after the date of purchase, after which the link will no longer be displayed.
Q: If I have already posted the item, can I remove the 'Print Postage Label' from my Account Overview?
A: Yes. Click the 'Details' link for the transaction. At the bottom of the page select the link 'Remove Delivery Button/Link'
When you return to Account Overview you will notice that the link has been removed for this transaction.
Q: What services are eligible to PayPal Seller Protection Program?
A: Some of them, please refer to the table below:
| Service |
Is service required for seller to be eligible with PayPal Seller Protection? |
| 1st class |
No |
| Standard Parcels |
No |
| Recorded |
Yes |
| Special Delivery 9am |
Yes |
| Special Delivery Next Day |
Yes |
| Airmail |
No |
| Airsure |
Yes |
| Parcelforce 24 |
Yes |
| Parcelforce 48 |
Yes |
| Parcelforce International Driving Permits |
Yes |
| Parcelforce Global Priority |
Yes |
Q: When printing a Recorded Signed For label I did not see a Certificate of Posting. Is this correct?
A: Yes. A Certificate of Posting is part of the tracking label receipt that is provided to you at the Post Office® counter (as for Special Delivery services).
Therefore you do not require a Certificate of Posting when posting using Recorded Special Delivery.
Q. If I have already posted the item, can I remove the 'Print Postage Label' from my Account Overview?
A. Yes. Click the 'Details' link for the transaction. At the bottom of the page select the link 'Remove Delivery Button/Link'
When you return to Account Overview you will notice that the link has been removed for this transaction.
Q. Will I ever have to go to the Post Office®?
A. Yes. Find details below.
| When to select Collections and when to drop-off at a Post Office®? |
| When to use the post box |
- When the item is a letter, large letter or small parcel (small enough to fit in a post box)
- When compensation is not needed and PayPal Seller Protection cover is not needed
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| When to drop off at a Post Office® |
- When you want to qualify for Basic Compensation (offered for 1st Class, Standard Parcels and Airmail)
- When you want to purchase Additional Compensation
- When you want to use Royal Mail and qualify for PayPal Seller Protection
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- Recorded Signed For
- Airmail
- Airsure
- Special Delivery 9am
- Special Delivery Next Day
- 1st Class**
- Standard Parcels**
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| When to Book a collection |
- Whenever you are using Parcelforce 48 or a Parcelforce Worldwide international service
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- Parcelforce 24
- Parcelforce 48
- Parcelforce Worldwide Global Priority
- Parcelforce Worldwide International Datapost
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Q. Is there a fee to print postage labels through PayPal?
A. No, there are no fees to use postage labels through PayPal. You are only charged the amount of postage/despatch.
Q. Do I need a special label printer or adhesive labels to print postage labels through PayPal?
A. No, you don't need a special printer (a Laserjet or Inkjet printer is fine) or labels. The postage labels will print on standard 8 ½" X 11" paper and can be taped to the package. For convenience, you can purchase self adhesive labels.
Q. Will my buyer be notified when I print a postage label?
A. Yes, when you print a postage label through PayPal, your buyer is automatically sent an e-mail, which contains notification that a postage label has been generated and any relevant tracking information.
Q. How do I pay for postage?
A. You pay for postage right from your PayPal account. There are no extra fees to use the PayPal postage labels. You pay only for the cost of postage.
Q. Is the postage amount printed on the label?
A. For Royal Mail items you can select whether or not you want the postage amount to be displayed on the label. When creating a postage label in PayPal, there is a "Postage Options" section. In this section you will see "Display postage value on label". Simply select yes or no. If you select 'No' then just the weight and package type are displayed. By default Parcelforce Worldwide labels will always show weight.
Q. Do I have to type in the name and address?
A. No, your buyer's name and address will be filled in for you if your eBay and PayPal accounts are linked. The return address will be pre-filled with your information.
Q. How do I print a label after my item sells?
A. You can print the label from My eBay, the item listing or PayPal. See the Printing Labels section of the Postage Centre for more detailed information.
Q. After I have printed my label, can I arrange for my package to be collected or dropped off?
A. Before you print your Parcelforce Worldwide postage label you have an option to book a collection or drop off at a Post Office® or Parcelforce Worldwide depot.
If you choose to book a collection though PayPal this is done automatically when the transaction is completed.
For Royal Mail services, businesses requiring a Royal Mail collection see Royal Mail Business Collections www.Royal Mail.com/portal/rm/content1?catId=400033&media=4800036
Q. Is tracking information available for postage labels printed through PayPal?
A. Yes. Once you print your postage label and attach it to the package, both you and your buyer can track the status of the package.
Through My eBay, you can track the delivery status for Parcelforce Worldwide packages
For Royal Mail Recorded (signed for)™, Special Delivery ™ and Airsure visit Royal Mail track and trace and enter the track and trace number.
You will also be able to view a copy of the signature
See details below
Tracking and Royal Mail Services
There are 3 types of service - tracked, delivery confirmation and un-tracked:
| Service |
Type of Tracking |
| 1st class |
No |
| Standard Parcels |
No |
| Recorded |
Yes - delivery confirmation |
| Special Delivery 9am |
Yes - fully tracked |
| Special Delivery Next Day |
Yes - fully tracked |
| Airmail |
No |
| Airsure |
Yes - delivery confirmation |
| Parcelforce 24 |
Yes - fully tracked |
| Parcelforce 48 |
Yes - fully tracked |
| Parcelforce International Driving Permits |
Yes- fully tracked |
| Parcelforce Global Priority |
Yes- fully tracked |
Q. Which Royal Mail Postal Parcelforce Worldwide services are offered in PayPal postage labels?
A. The following services are available in PayPal Postage Labels.
- Inland Services
- International Services
To learn more about these services, please visit the Royal Mail website www.Royal Mail.com or the Parcelforce Worldwide website www.Parcelforce Worldwide.com.
Q. How can I stop a receipt being printed after purchasing a postage label in PayPal?
A. In PayPal, click on Profile, then Postal Preferences under the Selling Preferences section. Select Edit Printer Settings, and deselect the box that says Print Receipt
Q. Where can I get a Customs Forms from?
These forms are automatically generated for international services. They will print at the same time as you print a postage label.
For more information
Visit Customs information note to ebay - either link into Postal FAQS on the UK Paypal shipping or use the content on content 14 worksheet ( both are the same). use the link http//www.Royal Mail.com/portal/rm/content1?Id=400033&mediaId=400362
Q. Can I buy extra compensation?
A. Yes, you can buy extra compensation for a selection of Royal Mail and Parcelforce Worldwide services. The option to purchase additional insurance will be displayed if the service allows. Don't forget you will need to get your Royal Mail certificate of posting (again automatically generated) stamped at the Post Office®.
Prohibited goods for Royal Mail Services
Q. I'm not sure I've entered the correct weight
A. First, and most importantly, if you've only made a guess at your item's weight, then the price quoted for sending it can only be seen as an estimate. You shouldn't buy postage based solely on an estimate like this. If the postage amount is wrong, it could result in problems with your delivery, or it could result in paying too much.
The only way to be sure of your item's weight is to weigh it. If you can't weigh it at home, you can weigh it at your nearest Post Office®.
Remember that if your item is too large to go through a letterbox, you'll need to post it at the Post Office®, and you will be able to weigh it there.
Q. I'm not sure of the postcode or address I'm sending to
A. If you need to check a postcode or address, please use Royal Mail's postcode and address finder Postcode/address finder
Q. What happens if I don't use the postage label by the 'Post by' date?
A. The 'Post by' date is always the next working day after the day you make your Online Postage purchase. After this, your postage label will not be valid.
Q. What is a return address and do I have to include one?
A. A return address is the sender's own address - usually either your home address if you're sending from home or your company address if you're sending from work.
You're not obliged to include a return address with a postal item, but it's in your own interest. If for any reason your item can't be delivered, your return address will enable it to be sent back to you, so it won't be lost.
Q. What is a letter, large letter and a packet?
A. In August 2006, Royal Mail changed the way post is priced. The new system is based on both size and weight of the item.
- Letter
- Size - Not to exceed 240 millimetres x 165 millimetres. (This size is larger than A5 - half a sheet of standard paper.)
- Maximum Thickness - 5 millimetres
- Weight - 0-100 grams (0.1kg)
- Large Letter
- Size - Not to exceed 353 millimetres x 250 millimetres. (This size is larger than A4 - a standard sheet of paper, e.g., single CDs and DVDs.)
- Maximum thickness - 25 millimetres
- Weight - 0-750 grams (0.75kg)
- Packet
- Size - Any item which is more than 25 millimetres thick or longer than 353 millimetres or wider than 250 millimetres, or heavier than 750 grams
- Weight exceeds 750 grams
For more information visit Royal Mail Pricing in Proportion guidelines.
Q. What is a Certificate of Posting?
A. A Certificate of Posting is your proof that you have posted the item declared on the certificate, into the Royal Mail network. The Certificate of Posting needs to be date stamped and signed by a Post Office® Limited counter clerk as having been accepted into the network. In the rare instance of your item being lost in Royal Mail's network you will have to present a stamped and signed certificate of posting with your claim for loss.
Q. My item is too large to fit in a Pillar Box.
A. If your item is too large to fit in a Pillar Box, please take it to a Post Office. Here you can either have Certificates of Posting authenticated, have tracked items (e.g. Special Delivery, Recorded Signed For, Airsure) accepted or if you do not require any of these services simply hand over your item at the parcel acceptance point. You can receive a size guide as part of our Postage guidelines.
http://www.RoyalMail.com/portal/rm/content2?catId=400105&mediaId=21100324
Q. I would like to make sure my item has arrived at its destination. Does PayPal offer that service?
A. You can track and view a copy of the signature for Royal Mail Special Delivery, Recorded (signed for) and Airsure Royal Mail tracked products. You can print off the required forms and pay for the item via Online Postage but you must still take the item to a Post Office® to have it accepted into our network. For example, if you have purchased Special Delivery, you or the recipient will then be able to track the item through our network to point of delivery.
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