National Federation of SubPostmasters - Mail Segregation Toolkit

MAILS
SUPPORT
TOOLKIT
Letter/Large Letter
Mail bag
Education
Size
1st Class
Learning
Knowledge
Weight
Mails segregation
Best practice
Format
High standards
2nd Class
Understanding
Journey
1

Contents
NFSP Mails segregation
STOCK ORDER CODES
Stock order codes
Getting ready to segregate mail
Mails segregation process
What goes in each bag?
Size and weight guide
Franked/Meter Letters/Large Letters
3
4
5
6-7
8-10
11
MAILS SEGREGATION LAMINATES
1st Class parcels
2nd Class parcels
Letters/Large Letters
Keep separate
RMSEG17
RMSEG18
RMSEG19
RMSEG20
How to segregate Letter/Large Letter mail correctly
12-15
MAILBAG LABELS
How to segregate 1st and 2nd Class parcels correctly
2nd Class Parcel bag
Reducing 2nd Class Parcel bag errors
16-19
20-21
22
1st Class parcels
Letters/Large Letters
2nd Class parcels
Red X labels
P6631
P6649
P6632
P5069C/50
Freepost parcels, which bag?
23
Online postage
24-26
MAILBAG TIES
Tracked returns
Account mail/Printed postage impressions (PPI) acceptance flowchart
27
28
Plastic Mailbag ties
Blue Plastic RM Special Delivery ties
RM Special Delivery pouch seal
LN2
SP61
SS956
Examples of Account Mail/Printed postage impressions (PPI) labels
29
Priority mail
30-32
First Class parcels incorrectly segregated in 2nd Class parcel bags 33
Royal Mail International
34-37
Top Tips and Best Practice
38-39
MISCELLANEOUS
Tape measure
Perspex size guide
Small parcel size guide
Foamex Large Letter sizing template
MISC1669
POST3
RMBOX2
MISC1793
Ref: StockOrderCodes/RP/V8/June22
www.nfsp.org.uk
2
3

NFSP Mails segregation
NFSP Mails segregation
GETTING READY TO SEGREGATE MAIL
MAILS SEGREGATION PROCESS
NO
DISPLAY MAIL BAGS
Do you display mail bags as per
best practice guidelines?
1st Class, Letter/Large Letter, 2nd Class
Accept mail from customer.
NOTE:
You are more likely to
fail a mail audit check.
A 1st Class parcel in
a 2nd Class bag and
vice versa is harder
to identify before
dispatch than a parcel
in a Letter/Large
Letter bag.
YES
GUIDANCE LAMINATES
Do you display mail segregation
guidance laminates above the
mail bags?
YES
NOTE:
NO
You are more likely
to fail a mail
segregation check if
you and your staff
have no information
to refer to when
accepting mail.
Note:
Customers who hand
in unopened mail
delivered to the
wrong address,
return to sender or to
be redirected - hand
separately to the
Collections Officer or
put in postbox.
DO NOT place in
office mail bags.
Check the size of the item to decide
format ie. Letter, Large Letter or
Parcel.
USE THE SIZING TEMPLATES
EVERY TIME.
YES
NO
Note:
Customer may be
charged incorrectly
and the item will be
segregated incorrectly
resulting in a failed
audit.
NO
CHECKING MAIL BAGS
Do you check your mail bags
before use?
Franked/Meter Mail.
Refer to Franked/Meter
Flowchart
Segregate by format (size)
first, then service (1st or 2nd
Class if parcel size) and place
in appropriate bag.
Account Mail/Printed Postage
Impressions (PPI).
Refer to PPI Flowchart
YES
1st Class Parcel Bag.
Letter/Large Letter Bag.
2nd Class Parcel Bag
NOTE:
If mail has mistakenly
been left in the bag
and is a different
format from the rest of
the mail, this will cause
a segregation failure.
Is the mail bag empty?
YES
You are now ready to accept
and segregate mail
NO
Remove the item
and keep separate,
to hand to the
Collection Officer
on the next despatch.
Note:
Untied and unlabelled bags will result in a
failed audit. Never let the Collection Officer
help to get your post ready.
Always label every sealed bag with the
correct label, even if the Collection Officer has
given you Red X labels to attach. These do
not replace the bag labels.
When 3/4 full (max 11kgs weight)
attach the appropriate mail bag
label and tie round the neck.
(NEVER through the D hooks).
BAGS ARE NOW READY FOR
COLLECTION.
Ref: GettingReadytoSegregateMailFlowchart/RP/V3/Aug23
www.nfsp.org.uk
Ref: MailsSegregationProcessFlowchart/RP/V2/Jan23
www.nfsp.org.uk
4
5

NFSP Mails segregation
WHAT GOES IN EACH BAG?
NFSP Mails segregation
WHAT GOES IN EACH BAG?
PAGE 2 OF 2
1
1st Class Parcels
• 1st Class small and medium
• International Standard and
International Economy
• Articles for The Blind
• BFPO parcels
• Franked/Mailmark (Meter) —
international/ inland parcels
• Freepost name (no address and
no postage markings)
• Freepost and Business Reply
(marked as 1)
• Prepaid Returns - T24 parcels
• International Business Reply
Service
• Online postage (marked as 1)
• Postman's pouch
• Royal Mail Signed For Parcels
• Smartstamp (marked as 1)
• Labels to Go
HORIZON/STAMPED
PARCELS
Direct to Sorting
HORIZON/STAMPED
PARCELS
Direct to Sorting
Bag sealed
with P6631 label attached.
2
2nd Class Parcels
PAGE 1 OF 2
Bag sealed
with P6632 label attached.
Letters/Large Letters
Items that are Large Letter size or
smaller, up to 750g:
• Inland Letter/Large Letter
• International Standard or
International Economy
• Articles for the Blind
• BFPO letters
• Freepost and Business Reply
• Prepaid Returns - T24 and T48
• Letters/Large Letters sized items
• International Business Reply
Service
• Online Postage
• Royal Mail Signed for
• Smartstamp
• Labels to Go
Letters/
Large Letters
Keep separate
Bag sealed
with P6649 label attached.
Please remember - All Parcelforce
Worldwide items must be kept separate in
a secure location and handed to the
Collection Officer with a despatch report.
• 2nd Class small and medium
• Franked/Mailmark (Meter) —
international/ inland parcels
• Freepost (with address but
without postage markings)
• Freepost and Business Reply
(marked as 2)
• Prepaid Returns – T48
• Online postage (marked as 2)
• Royal Mail Signed For Parcels
• Smartstamp (marked as 2)
• Labels to Go
Priority mails:
Royal Mail Special
Delivery Guaranteed,
International Tracked,
International Signed
and International
Tracked & Signed
should be treated as
secure items.
Seal the bag with an
SP61 tie.
PPI mail
Should be presented
by the customer in a
sealed bag with
accompanying
paperwork.
If PPI mail is not in a
sealed bag or no
paperwork is
presented, then it
should be refused.
Franked/Mailmark
(Meter) mail
in pouches or single
letters and large
letters - must be kept
in its own, unsealed
bag.
Ref: Whatgoesineachbag/RP/V4/May23
www.nfsp.org.uk
Ref: Whatgoesineachbag/RP/V4/May23
www.nfsp.org.uk
6
7

NFSP Mails segregation
SIZE AND WEIGHT GUIDE
NFSP Mails segregation
SIZE SIZE AND AND WEIGHT GUIDE GUIDE
Please ensure that all three dimensions of items are checked using the
Royal Mail (RM) sizing guide. Do not forget to check Horizon to make sure
you have chosen the right format prior to processing a post mail item
transaction journey.
INLAND
MAIL
ITEMS
HOW TO CHECK DIMENSIONS
LETTERS
Place the item against the template
as shown in the picture.
INLAND
MAIL
ITEMS
PAGE 2 OF 3
SMALL PARCELS
Place the item in the top right-hand corner.
Use the Small Parcel size guide box to check
if an inland mail items is a small parcel.
Items must be placed flat against the edge
of the box, never diagonally.
Use a tape measure if you are not sure of the fit.
The maximum size for a Small Parcel is:
45cm x 35cm x 16cm.
The maximum weight is 2kg.
If the item sits within the red shaded area,
passes through the letter slot, and weighs
no more than 100g then it is a letter.
You should be able to fit the letter through
the relevant slot, pushing it through with
your fingertips and then pulling it gently
from the other side with relative ease.
Do not damage items by trying to force them
through a slot they are too big for. Do not
force air from the items where there is risk
of re-expansion.
LARGE LETTERS
Place the item against the template as shown
in the picture. If the item fits within the darker
grey shaded area, passes through the large
letter slot, and weighs no more than 750g then
it MUST be classed as a Large Letter.
You should be able to fit the Large Letter
through the relevant slot by pushing it
through with your fingertips and then
pulling it gently from the other side with
relative ease.
Do not damage items by trying to force them
through a slot they are too big for. Do not
force air from the items where there is risk of
re-expansion.
MEDIUM PARCELS
Not exceeding:
Length 61cm, width 46cm, depth 46cm.
TUBES AND ROLLS
Not exceeding:
Length 90cm
Length + twice diameter should
not be more than 104cm
Weight up to 20kg
INTER-
NATIONAL
MAIL
ITEMS
Depth
Diameter
LETTERS AND LARGE LETTERS
Use the templates as shown above to
check the correct format.
Width
Length
Depth
INTERNATIONAL SMALL PARCELS
These have different dimensions to
Inland Small Parcels.
• Use a measuring tape to check the size.
• Any single side must be no greater than 60cm.
• Length + Width + Depth must be no more than 90cm.
• The maximum weight of any item is 2kg*.
• Items that exceed these limits cannot be sent by RM
International Services, but customers can send them by Width
Parcelforce Worldwide Serivces.
Printed Paper allowable up to 5kg,
* check country information
Length
Length
Ref: Sizeandweightguide/RP/V7/Jun2023
www.nfsp.org.uk
Ref: Sizeandweightguide/RP/V7/Jun2023
www.nfsp.org.uk
8
9

NFSP Mails segregation
SIZE AND WEIGHT GUIDE
NFSP Mails segregation
FRANKED/METER LETTERS/LARGE LETTERS
PAGE 3 OF 3
INTER-
NATIONAL
MAIL
ITEMS
TUBES/ROLLS
Not exceeding:
Length 90cm
Length + twice diameter should
not be more than 104cm
Weight up to 2kg
Diameter
Length
Franked (sometimes known as Meter) mail is a prepaid postage option
where a franking/meter mark is printed on an envelope or label by business
customers who have a franking machine and licence from Royal Mail.
This guide will help you to identify Franked/Meter, Letter/Large Letters,
accept them from customers, and segregate them correctly.
SCAN HERE
To watch a video showing how to
correctly measure parcels.
PARCELFORCE - SIZE AND WEIGHT LIMITS
Within the UK you can send parcels up to 30kg in weight by Parcelforce:
Maximum length is 1.5m.
Maximum length and girth combined is 3m.
Parcelforce Express 48 Large service allows maximum length of 2.5m and 4m
maximum length and girth combined.
TRACKED RETURNS
Royal Mail Returns services enable internet retailers to supply their customers with
labels to return items from a post office branch free of charge.
These items are processed through Horizon online by scanning the 2D barcode on
the label affixed, or scanning the customer’s QR code and printing a label from
Horizon. Both options provide the customer with a free certificate of posting.
Maximum weight is 20kg. Maximum size is 1.5m length and maximum 3m length
+ width + depth combined.
IDENTIFY AND ACCEPT
Check the mark has the correct
date printed on the label.
Franked/Meter mail can be
accepted up to seven days
following the date shown
on the item.
SEGREGATION
Place ALL Franked/Meter
Letters/Large Letters,
loose and individual, in a
separate bag with any red
and green pouches (even
if you only have one letter).
This includes Signed For
Franked/Meter Letters
which have been processed
through Horizon.
Hand this bag, UNTIED and
UNLABELLED, to the collection officer.
Franked/Meter parcels can be
segregated in the appropriate
1st or 2nd class parcel bag.
If the 2D barcode does not scan and there is an instruction on the label
‘Post Office scan the right barcode’ then try the 1D barcode.
If no instruction DO NOT ACCEPT.
SCAN HERE to watch a video about how to
identify and segregate Franked/Meter Letters
Ref: Sizeandweightguide/RP/V7/Jun2023
www.nfsp.org.uk
Ref: Franked/Metermail/V7/Oct23
www.nfsp.org.uk
10
11

STEP 1
Acceptance process
How to segregate Letter/Large Letter mail correctly
How to segregate
Letter/Large Letter
mail correctly
AN NFSP
HOW TO GUIDE
This Letter/Large Letter
guide has been created
by NFSP Mails Support to
share with your team to
help get mails segregation
right.
WEIGHT
Items must weigh no more than 750g.
Letters
SIZE
Place the item in the bottom left-hand corner
of the template as shown in the picture.
If the item sits within the red shaped area,
passes through the letter slot, and weighs
no more than 100g then it is a Letter.
You should be able to fit the Letter through
the relevant slot, pushing it through with
your fingertips and pulling it gently from the
other side with relative ease.
NO MORE
than
750g
Getting mails segregation
right every time ensures
your customers receive
great service.
In this guide you will find
everything you need to
segregate Letter/Large
Letter mail correctly.
Do not damage items by trying to force them
through a slot that is too small. Do not force
air from the items where there is risk of
re-expansion.
Large Letters
Place the item in the bottom left-hand corner
of the template.
If the item fits within the darker grey
shaded area, passes through the Large
Letter slot, and weighs no more than 750g
then it MUST be classed as a Large Letter.
You should be able to fit the Large Letter
through the relevant slot by pushing it
through with your fingertips and then pulling
it gently from the other side with relative
ease.
Do not damage items by trying to force them
through a slot that is too small. Do not force
air from the items where there is risk of
re-expansion.
NFSP MAILS SEGREGATION
SCAN HERE
Watch a video about how to
measure a Letter/Large letter correctly.
LOOK
2 www.nfsp.org.uk
12
13

STEP 2
Segregation
An NFSP how to guide
BEST PRACTICE
AND TOP TIPS
An NFSP how to guide
1
Check mail bags are empty before use, by giving them a shake or turning them inside out.
MAIL BAG LAYOUT
FRANKED/METER LETTERS
NEVER put any Franked/Meter Letters,
including Signed For, in the Letter/Large
Letter bag. This is the biggest error that we
see being made.
Please make sure all your team members
are able to recognise and identify a Franked/
Meter label.
2 3
Place the Letter/Large Letter bag in the
middle of the 1st and 2nd Class parcel bags
displaying the yellow Letter/Large Letter
laminate clearly above (available to order via
branch hub using code RMSEG19).
If you have a drop bag frame use the foamex
Large Letter template (MISC1793) to stop any
parcels being put in the Letter/Large Letter
bag in error.
STEP 3
Despatch
MAIL BAG DESPATCH
Tie the mail bag around the neck
with the correct label when it is 3/4 full.
It is a good idea to put the correct label on
the bag hook before you hang up the bag.
It is then ready for you to use when you
take the bag off to tie and label ready for
collection.
REMINDER
1. Give the bag a SHAKE.
2. Put up your templates.
3. Labels on hooks.
Label
P6649
All Franked/Meter Letters (even if you only
have one or two) go in a separate unsealed
and unlabelled mail bag to be handed to
the Collection Officer.
SCAN HERE
RETURN TO SENDER
Any ‘Return to Sender’ or ‘Not known at
this address’ letters should be posted in
the post box or if handed over the counter,
kept separate and handed to the Collection
Officer.
Watch a video about
Franked/Meter mail.
CHECK RETURNS FOR SIZE
Tracked returns MUST be measured for size
and, if they fit within the Large Letter size,
they are segregated in the Letter/Large Letter
bag.
LOOK
SCAN HERE
www.nfsp.org.uk
Watch a video about how to
tie a mail bag correctly.
LOOK
3
Note:
If an online mails item has been paid as a Small Parcel but is Large Letter size, this
MUST BE SEGREGATED in the Letter/Large Letter bag.
If you have any questions then please do not hesitate to contact your local Mail Support
Advisor or email mailssupport@nfsp.org.uk
www.nfsp.org.uk
14
15

How to segregate 1st and 2nd Class parcels correctly
SEGREGATION
How to segregate
1st and 2nd Class
parcels correctly
AN NFSP
HOW TO GUIDE
ITEMS TO BE SEGREGATED IN THE
1st CLASS PARCEL BAG
This 1st and 2nd Class
parcel guide has been
created by NFSP Mails
Support to share with your
team, to help get mails
segregation right.
1st Class
Horizon
1st Class
online
Int’l
Standard
Int’l
Economy
Tracked
24
BFPO
Getting mails segregation
right every time ensures
your customers receive
great service.
1st Class
Labels
To Go
1st Class
Franked/
Meter
Int’l
Business
Reply
Freepost
Name
Articles
for the
Blind
In this guide you will find
everything you need to
know, to segregate 1st and
2nd Class parcels correctly.
ITEMS TO BE SEGREGATED IN THE
2nd CLASS PARCEL BAG
PLEASE NOTE: the most
common error reported
is 1st Class parcels in the
2nd Class Parcel bag and
2nd Class parcels in the 1st
Class Parcel bag, and the
majority of these items
have Horizon labels on
them.
2nd Class
Horizon
2nd Class
online
QR label
2nd Class
Labels
to Go
NFSP MAILS SEGREGATION
Tracked48
Freepost
Address
2nd Class
Franked/
meter
www.nfsp.org.uk
16
17

How to segregate 1st and 2nd Class parcels correctly
ACCEPTANCE PROCESS WEIGHT AND SIZE
BEST PRACTICE
AND TOP TIPS
INLAND SMALL PARCEL
Maximum size is: 45cm x 35cm x 16cm.
Maximum weight is 2kg.
Use the small parcel size guide and a tape
measure if you are not sure of the fit.
INLAND MEDIUM PARCEL
Maximum size is:
Length 61cm x width 46cm x depth 46cm.
Maximum weight is 20kg.
1 2
Check mail bags are
empty before use by
turning them inside
out or giving them a
shake.
3 Placing the Letter/Large Letter bag in the
centre will help prevent 1st and 2nd Class
parcels going in the wrong bags.
INLAND AND INTERNATIONAL TUBES
AND ROLLS
Maximum length is 90cm.
Length + twice diameter not more than
104cm. Maximum weight is 20kg for Inland
and 2kg for International.
INTERNATIONAL SMALL PARCELS
Maximum size is length + width + depth not exceeding 90cm.
Any single side maximum of 60cm.
Use a measuring tape to check the size.
Maximum weight is 2kg.*
Put the correct label on the hook for each
bag so you always use the correct label to tie
each bag.
5
4
Place parcel in mail bag label side up to help
identify any incorrectly segregated items.
*Printed paper up to 5kg, check individual country.
MAIL BAG DESPATCH
Tie the mail bag around the neck
with the correct label when it is 3/4 full.
LOOK
Label
Watch a video about how to
tie a mail bag correctly.
P6631
P6632
SCAN HERE
www.nfsp.org.uk
For online postage always check the size of
the packet is correct for the format shown on
the label.
7
Check T24 and T48
items for size.
Not all are parcel
size and may need
to be segregated
in the Letter/Large
Letter bag.
If you have any questions then please do not hesitate to contact your local Mail Support
Advisor or email mailssupport@nfsp.org.uk
www.nfsp.org.uk
6
REMEMBER - all Priority Parcels must be kept
separate.
Look out for Online Priority labels as they do
not have an identifying flash.
18
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NFSP Mails segregation
NFSP Mails segregation
2ND CLASS PARCEL BAG
2ND CLASS PARCEL BAG
BEST PRACTICE
Place the Letter/Large Letter
in the centre. This will help stop
human error. There is a foamex
template available for drop
frames (MISC1793).
SOME OTHER PARCELS TO LOOK OUT FOR THAT HAVE BEEN
FOUND IN THE 2ND CLASS PARCEL BAG IN ERROR.
THESE ARE ALL 1ST CLASS PARCELS - IF PARCEL SIZE:
LOOK
For any 1st Class Horizon
parcels put in by mistake.
Tracked Returns (T24)
Freepost Name
(Freepost Addresss is 2nd Class)
CHECK
The size of Tracked 24 & 48
returns and segregate by size.
Some are Large Letter size.
International Surface Mail
British Forces Post Office - BFPO
USE THE CORRECT LABEL TO SEAL THE BAG.
Have it ready, on the bag hook if possible,
before you start to tie the bag. (Label P6632)
International Business Reply
Articles for the blind
SCAN HERE: to watch a video explaining
these uncommon 1st Class labels.
Ref: 2NDCLASSPCLBAGV8/RP/FEB2023
www.nfsp.org.uk
Ref: 2NDCLASSPCLBAGV8/RP/FEB2023
www.nfsp.org.uk
20
21

NFSP Mails segregation
REDUCING 2ND CLASS PARCEL BAG ERRORS
NFSP Mails segregation
FREEPOST PARCELS - WHICH BAG?
CHECK MAIL BAGS BEFORE USE
At some point, everyone has found items left behind
in mail bags. It shouldn’t happen – but it does! You
should ensure mail bags are empty before use, as
this will help avoid errors happening inadvertently.
Simply turn the mail bag inside out before placing
on the hooks.
PLACE THE LETTER/LARGE LETTER BAG IN BETWEEN
THE 1ST AND 2ND CLASS PARCEL BAGS
FREEPOST NAME
No service indicator
Segregate
in the 1st Class Parcel bag
This creates a barrier that reduces the
chances of 1st Class parcels being put into
the 2nd Class bag – and vice versa.
SIZING TEMPLATES AND MEASURING TAPE
Never guess the size or weight of an item. Always use
the size guides provided to ensure you are charging
the customer and segregating mail correctly.
FREEPOST ADDRESS
No service indicator
Segregate
in the 2nd Class Parcel bag
PLACE PARCELS LABEL-SIDE UP
Always place the parcel label-side up in the mail bag.
This way it is easier to spot an error in the bag before
you place the next parcel in. This helps to avoid the
wrong items being placed in the 2nd Class parcel
bag.
Maximum weight - 20kg
Maximum size – medium parcel (46cm x 46cm x 61cm)
SPOT CHECK YOUR MAIL BAGS FOR ERRORS
Complete spot checks on your mail bags prior to
collection by Royal Mail to ensure they are correct.
Remember
Freepost letters and large letters are segregated in the
Letter/Large Letter bag
Ref: Reducing2ndClassParcelbagerrors/V1/May2023
www.nfsp.org.uk
Ref: FreepostWhichBagAnswer/RP//V4/Feb2022
www.nfsp.org.uk
22
23

NFSP Mails segregation
ONLINE POSTAGE
NFSP Mails segregation
ONLINE POSTAGE
PAGE 2 OF 3
Online postage is payment made online to post individual or bulk items.
The customer can print their own label and bring the item(s) to the post
office where they can get a proof of postage if required.
Online postage can be recognised as Click & Drop or marketplace sellers
such as eBay, Etsy and Amazon etc.
Special Delivery, International Signed, International Tracked, and
International Tracked & Signed.
These items are processed the same as other click and drop items but they
are segregated with the Priority items.
Take care as these labels do not have any colour to identify them as
Priority items.
TO PROCESS ONLINE POSTAGE:
• Scan the 2D barcode.
• Check the weight of the item.
• Check on Horizon that the correct
format and weight step have
been paid for. There is no need to
check postage paid as this may be
different to Horizon price.
• Check the ‘post by’ date. If this has
passed you must refuse the item.
• Online postage can be recognised
as Click & Drop or marketplace
sellers such as eBay, Etsy and
Amazon etc.
Tracked 24 & Tracked 48 Click and Drop postage labels
These click and drop items CAN BE ACCEPTED over the post office counter.
REMEMBER
Segregate these items by service and format:
1st Class Parcel size items go in the 1st Class Parcel bag.
2nd Class Parcel size items go in the 2nd Class Parcel bag.
All Letter/Large letter size items are segregated in the Letter/Large Letter
bag, regardless of whether they are 1st or 2nd Class.
Ref: ONLINEPOSTAGE/RP/SEPT2022/V3
www.nfsp.org.uk
Ref: ONLINEPOSTAGE/RP/SEPT2022/V3
www.nfsp.org.uk
24
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NFSP Mails segregation
ONLINE POSTAGE
NFSP Mails segregation
WHAT TO WATCH OUT FOR:
PAGE 3 OF 3
TRACKED RETURNS
TRACKED RETURNS
Tracked 24 and Tracked 48 return labels are used by customers to
return goods to companies without having to pay for postage at the counter.
Underpaid Label
If an online label is underpaid
due to the wrong weight or
format, or the customer wants
to upgrade the service, you
cannot add the difference.
They must either reprint or
pay the full Horizon tariff at
the counter and claim a refund
from the label issuer.
Underpaid item left at
counter and underpaid
Underpaid mail left at a
branch should be placed in a
separate mailbag and sealed
with a date stamped Red X
label (P5069/C).
Incorrect weight
Online prepaid mail with the
incorrect weight on the label
can be accepted if it falls in
the same price band and
weight step as the weight
registered, for example, a 1gm
to 2kg 2nd Class Parcel is
within the same band.
Postage overpaid
If a customer has overpaid
for online postage you can
accept the item but remember
to segregate by size, e.g. if an
item is paid as a small parcel
but is Large Letter size it needs
to be placed in the Letter/Large
Letter bag.
TRACKED 24 AND
TRACKED 48 RETURNS
These ARE ACCEPTABLE at the post
office at no charge.
Scan the 2D barcode as this contains
the information required for the
customers proof of posting.
They can be identified by the instruction
‘Post Office scan the above barcode’.
When you scan the 2D barcode follow
the Horizon instructions. Give the
receipt to the customer, and segregate
by size and format.
If the 2D barcode does not scan the
item MAY NOT BE ACCEPTABLE at the
post office.
Wrong format
If an online prepaid mail item
has the wrong format the
customer needs to pay the full
Horizon tariff at the counter,
or they can take the item away
to get a refund for the incorrect
label and print a new one.
Presented after the last
collection
Online postage items can be
accepted after the last
collection on the day that the
label is dated. The customer
should be advised that the
item will not leave the branch
until the next day.
Maximum weight - 20kg
Maximum size is 1.5m length and
maximum 3m length + width + depth
combined
REMEMBER - segregate these returns by service and format:
Tracked 24 parcel size items go in the 1st Class parcel bag.
Tracked 48 parcel size items go in the 2nd Class parcel bag.
All Letter/Large letter size returns are segregated in the Letter/Large Letter bag,
regardless of which service is used (Tracked 24 and Tracked 48).
Ref: ONLINEPOSTAGE/RP/SEPT2022/V3
www.nfsp.org.uk
Ref: TRACKEDRETURNS/RP/V3/DEC2022
www.nfsp.org.uk
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NFSP Mails segregation
NFSP Mails segregation
ACCOUNT MAIL/PRINTED POSTAGE
IMPRESSION (PPI) ACCEPTANCE FLOWCHART
EXAMPLES OF ACCOUNT MAIL/PRINTED
POSTAGE IMPRESSIONS (PPI) LABELS
Receive PPI Mail from the customer
Is PPI in sealed labelled mailbag and has the Sales Order Form
been given to you?
For Priority Mail, see note below*
YES
NO
ACCEPT, date-stamp and record
the number of bags on the Sales
Order form. Scan the form on
Horizon (Business Suite, PPI Mails
Acceptance) and keep separate.
Hand the sealed bags and Sales
Order Form to Collection Officer.
NOTE:
*Priority PPI should be presented
loose or in an unsealed bag
with a sales order. Scan through
Horizon as prepaid and keep
separate for dispatch with
your priority Royal Mail items.
If PPI ‘Signed for’ is presented process
through Horizon as prepaid and
give back to the customer who
must seal the bag at the counter
and hand over the sealed bag with
a Sales Order Form.
Politely REFUSE
and return to customer
NOTE:
UNATTENDED: If PPI bags are left
unattended without a Sales Order
Form, place a date-stamped Red X
label on each bag before dispatch.
Record on Horizon (Business Suite, PPI
Mails Acceptance) using the default
manual code 1234567890 where
the customer number is requested.
AFTER LAT: If PPI bags are accepted
after the Latest Collection Time inform
customer that the items will not
leave the office until the next day.
LOOSE: If loose PPI mail is left at
the counter, place the mail in an
empty mail bag, and seal with a
date-stamped Red X label.
There is no instruction for PO to scan the barcode,
and there is a Customer Reference number on the label
Ref: PPIFlowchart/RP/V3/Jun22
www.nfsp.org.uk
Ref: PPIFlowchart/RP/V3/Jun22
www.nfsp.org.uk
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NFSP Mails support
NFSP Mails support
PRIORITY MAIL
PRIORITY MAIL
All Priority Mail must be kept separate from your other mail, otherwise it will be
treated as either 1st Class or 2nd Class mail.
Priority Mail includes:
• Special Delivery
• International Tracked
• International Tracked & Signed
• International Signed
• This includes Online Priority Mail.
Best Practice
Throughout the day check that the number of items shown on the
Horizon screen matches the actual number of Priority Mail items you have.
This will allow you to rectify any discrepancies.
(Back Office>Daily Accounting>Mail Dispatch>Branch>Royal Mail)
Priority Mail can be dispatched in sealed bags or Special Delivery pouches,
even if it is a single item. When you print and check your dispatch report,
place the barcoded copy into a bag with the relevant mail and seal with a
blue plastic tie (Order Code SP61).
Please note: this is much more secure than handing over ‘loose items’.
You can print as many Daily Dispatch Reports as necessary. Only select YES
to ‘last collection’ when this is your final collection.
The report with the reference number is the office copy. Ask the Collection
Officer to sign it and retain in the office. your final collection.
,
All Priority Bags must be tied with a blue
plastic tie.
(Order Code SP61)
If you have more than one mail collection, dispatch Priority Mail whenever
possible. Don’t hold mail until your final collection.
Priority Mail is dispatched in green mail bags where possible. If not available
use any mail bag but make sure to use the blue plastic tie around the neck.
Ref: Priority Mail Sept/2021/V2
www.nfsp.org.uk
Ref: Priority Mail Sept/2021/V2
www.nfsp.org.uk
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NFSP Mails support
PRIORITY MAIL
NFSP Mails segregation
1ST CLASS PARCELS INCORRECTLY
SEGREGATED IN 2ND CLASS PARCEL BAGS
Preparing for dispatch
Tracked 24 (T24) Return Parcel
Freepost Name Only
Surface Mail International Parcel
BFPO Parcel
International Business Reply
Articles for the blind
PLEASE NOTE:
These are ALL segregated in the 1st Class Parcel bag, IF they are parcel size.
Ref: Priority Mail Sept/2021/V2
www.nfsp.org.uk
Ref: 1stClass2ndClassErrors/RP/V5/Sep2022
www.nfsp.org.uk
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NFSP Mails segregation
ROYAL MAIL INTERNATIONAL
NFSP Mails segregation
ROYAL MAIL INTERNATIONAL
Always remember that ALL mail items are segregated by size/format.
ROYAL MAIL INTERNATIONAL
ITEMS SIZE AND WEIGHT INFORMATION
International Letters and Large Letters go in the Letter/Large letter bag.
All international parcels including standard (airmail) AND economy
(surface), British Forces Post Office, and International Business Reply
are segregated in the 1st Class Parcel bag.
LETTERS AND LARGE LETTERS
Check the size and correct format
using the template as you do for inland
letters and large letters.
INTERNATIONAL SMALL PARCELS
These have different dimensions to
Inland Small Parcels.
Depth
• Use a measuring tape to check the size.
• Any single side must be no greater than 60cm.
• Length + Width + Depth must be no more than
90cm.
• The maximum weight of any item is 2kg*.
• Items that exceed these limits cannot be sent by
RM International Services but customers can send
them by Parcelforce Worldwide Services.
TUBES/ROLLS
Not exceeding:
• Length: 90cm.
• Length + twice the Diameter should not
be more than 104cm.
• Weight up to 2kg.
Diameter
Width
Length
Length
*The maximum weight for Printed Papers can be up to 5kg depending on
the destination country.
REMEMBER
International size and weight limits are different from inland.
Check Horizon Help for specific country guidelines.
REMEMBER
International size and weight limits are different from inland (see below).
Check Horizon Help for specific country guidelines.
Ref: INTERNATIONALMAIL/RP/V3/SEPT2022
www.nfsp.org.uk
Ref: INTERNATIONALMAIL/RP/V3/SEPT2022
www.nfsp.org.uk
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NFSP Mails segregation
ROYAL MAIL INTERNATIONAL
NFSP Mails segregation
ROYAL MAIL INTERNATIONAL
INTERNATIONAL TRACKED, INTERNATIONAL SIGNED, AND
INTERNATIONAL TRACKED & SIGNED.
These items are Online Postage - check the weight, format and post by date
are correct.
INTERNATIONAL
TRACKED & SIGNED
Scan the 2D barcode and place in
the priority mail bag.
INTERNATIONAL TRACKED,
INTERNATIONAL SIGNED
INTERNATIONAL TRACKED
& SIGNED.
There is no instruction for Post
Office to scan the barcode.
Customer reference number is
printed on label.
These are account mail (PPI) items
and MUST be handed over with a
sales order form.
Scan the Sales Order and the 2D
barcode and accept item(s).
Segregate in Priority mail bag.
INTERNATIONAL TRACKED
Scan the 2D barcode and place in
the priority mail bag.
INTERNATIONAL PRIORITY
REFUSE if handed over the
counter.
2D barcode will not scan.
INTERNATIONAL SIGNED
Scan the 2D barcode and place in
the priority mail bag.
Item not acceptable at Post Office
counter.
This is an account mail item and
only acceptable in sealed bag with
sales order form.
Red X if left unattended.
Ref: INTERNATIONALMAIL/RP/V3/SEPT2022
www.nfsp.org.uk
Ref: INTERNATIONALMAIL/RP/V3/SEPT2022
www.nfsp.org.uk
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NFSP Mails segregation
TOP TIPS AND BEST PRACTICE
NFSP Mails segregation
TOP TIPS AND BEST PRACTICE
PAGE 1 OF 2
PAGE 2 OF 2
MEASURING
• DO NOT guess the size or format.
• Check size using the size guides
and a tape measure.
• Always segregate by format.
MAIL BAG LAY OUT
Placing the Letter/Large Letter bag between the
1st and 2nd class parcel bags will reduce 1st and
2nd class parcels going into the wrong bags.
Order a large letter template (MISC1793) if you
use a drop bag frame.
PLACING PARCELS IN THE BAGS
Place parcels in mail bags label side up.
This will help identify any incorrectly
segregated items.
MAIL BAGS
• Check bags are empty before use.
• Place the correct bag label on the relevant
hook when you replace a bag so you always
use the correct labels.
• Tie the bags around the neck when ¾ full,
NEVER through the hoops.
• Spot check bags regularly to identify any
errors.
• Dispatch all mail at every collection.
TRACKED RETURNS
• Check the format (size).
• Segregate by format and service -
Letter/Large Letter returns are
placed in the letter bag.
FRANKED/METERED LETTERS
ALL Franked/metered letters and
large letters, including Signed For,
are placed in a separate mail bag
which is dispatched untied.
ONLINE POSTAGE
• Check the size of the packet is CORRECT for the format
shown on the label.
• DO NOT accept underpaid items.
• Online Priority mail MUST be segregated with all
other priority mail items.
PPI/ACCOUNT MAIL
• Only accept when presented with
a Sales Order.
• DON’T FORGET to scan the Sales
Order EVERY time and enter the
number of bags accepted.
PRIORITY MAIL
Check the number of Priority Mail items
against your despatch report throughout
the day.
For more detailed information on all areas of mails segregation,
please visit www.nfsp.org.uk or email mailssupport@nfsp.org.uk
Ref: TopTips&BestPractice/V1/Dec2021
www.nfsp.org.uk
Ref: TopTips&BestPractice/V1/Dec2021
www.nfsp.org.uk
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This guide has been created by the
NFSP Mails Support Team to help
you and your colleagues get
mails segregation right.
Getting mails segregation right
EVERY time ensures your customers
always receive great service.
If you have any questions please contact your local Mails Support Advisor
or email mailssupport@nfsp.org.uk
www.nfsp.org.uk