Post Office refusing International Tracked & Signed Heavier?

[creyxo]

I went on Royal Mail to purchase a label and selected the International Tracked & Signed Heavier which I didn't know was a thing but after searching aout this, it looks like it was announced 4 months ago. The weight was 3kg. Went to the post office but they would not accept it and kept telling me the limit is 2kg for international. I was surprised as I clearly was allowed to purchase a label that also clearly states 3kg as the weight. If this wasn't an option or wasn't allowed, I wouldn't have been able to purchase a label on royal mail that states 3kg.

I showed them the screenshot of the page on Royal mail when going to purchase a label and showed them that the limit is actually 20kg but they didn’t want to believe me. They just insisted it was some sort of error and that it wouldn’t go through. To their surprise, they scanned the label and it did go through. They were confused as to why it was able to scan because they wanted to believe it just wasn't going to.

I don’t understand why they are not aware of the new changes introduced 4 months ago. I did some digging and i've seen one another person that had the same experience. Has anyone else had this problem? what could be reason for them to refusing or are they just not aware?

is there something i can do to prevent them from refusing in the future because i would rather not have the same argument every time i try to post an international parcel. surely there must be a way to make a complaint about this branch not being up to date.

[gt94sss2]

https://www.royalmail.com/sending/inter ... ed-heavier clearly states:

International Tracked & Signed Heavier is only available to purchase online for collection or drop off to Post Office Limited currently.

To complain about the service you received at a Post Office see https://www.postoffice.co.uk/contact-us ... experience

In the meantime, perhaps arrange a free collection via the Royal Mail?

[Snaggletooth]

Limit in the Post Office has long been 2Kg, except where the contents are printed papers (books & magazines, basically) where it is 5Kg.

[creyxo]

https://www.royalmail.com/sending/inter ... ed-heavier clearly states:

International Tracked & Signed Heavier is only available to purchase online for collection or drop off to Post Office Limited currently.

To complain about the service you received at a Post Office see https://www.postoffice.co.uk/contact-us ... experience

In the meantime, perhaps arrange a free collection via the Royal Mail?

when purchasing the label, it showed me which post offices i can drop it off at and my local post office was on the list. it shouldn't be on the list if they weren't going to accept it and it being limited doesn't make sense. thank you for link to make the complaint.

it doesn't seem collection is available for my postcode as when purchasing the label, it tells me collection is unavailable for my location. it did used to be available but i'm not sure why it's not anymore. i didn't actually like collection since it was very unreliable as they wouldn't show up to collect my parcels.

[creyxo]

Limit in the Post Office has long been 2Kg, except where the contents are printed papers (books & magazines, basically) where it is 5Kg.

yes im aware as i frequently ship parcels. i normally use parcelforce for international parcels but i noticed royal mail had a new service ( International Tracked & Signed Heavier) where i can ship medium parcels over 2kg ( limit 20kg) and so i thought i'll just ship it with royal mail.

if the limit now is 20kg and medium parcels are also now allowed, post office should not be refusing as it just doesn't make sense. i wouldn't have been able to purchase a label for a 3kg medium parcel if this wasn't an option.

[BenacreNick]

It doesn't really answer your question, but you could try the next nearest Post Office to see if they say the same thing about the weight limit.

Just a suggestion ?