National Federation of SubPostmasters - Mail Segregation Toolkit

NFSP Mails segregation
ONLINE POSTAGE
NFSP Mails segregation
WHAT TO WATCH OUT FOR:
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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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