1. Mailmark TM - Dealing with Spoils and Exceptions

2. Purpose Mailmark™ provides mail users with a new level of management information - consignment level reporting on when mail is processed - predicted delivery information - item level data on exceptions The accuracy of the reports will be determined by the accuracy of the data submitted in relation to the mail presented Things don’t always work perfectly, so let’s look at how best to handle exceptions

3. What do we mean by exceptions? Mailing records submitted in an eManifest but no associated mailpiece produced/handed over for delivery Mailing records submitted in an eManifest for a specified handover date but associated mailpiece handed over on a different date Mail produced and handed over for delivery but no data record sent via an eManifest A mismatch between data in the eManifest and data in the barcodes/mailing The most common cause for exceptions is likely to be spoils So what is the impact of these exceptions?

4. Mailing records submitted in an eManifest but no associated mailpiece produced/handed over for delivery We will not process the items in question We will therefore show them as ‘not machine processed’ The more items which appear in this list, the more questions are likely to be asked Generally Royal Mail will not be able to explain the cause of something appearing as ‘not machine processed’

5. Mailing records submitted in an eManifest for a specified handover date but associated mailpiece handed over on a different date Reports stay open for 5 days – during this period data can ‘catch up’ If mail is handed over before the eManifest is submitted, the report will only be available once the eManifest is submitted, but will be correct If mail is handed over after the eManifest is submitted, we will report that the mail has been processed late, and not provide any predicted delivery information. Note – this is dependent on us processing the mail within 5 days of the handover date specified in the eManifest If mail is handed over after the eManifest is submitted, and we do not process it within 5 days of the handover date specified in the eManifest, the mail will show as ‘not machine processed’. Once we do process it, it will appear as unmanifested mail, as we will no longer be able to link it to an eManifest

6. Mail produced and handed over for delivery but no data records sent via an eManifest We will have no records to tie the mail back to We will therefore view it as unmanifested We will struggle to confirm whether the mail has been paid for and may therefore raise an invoice for it

7. Mismatch between data in the eManifest and data in the barcodes/mailing We may not be able to reconcile the two data sources If item reference numbers are different we will declare those in the eManifest as ‘not machine processed’ and the actual mail as unmanifested If different SCIDs are used in the eManifest and barcodes, we will declare those in the eManifest as ‘not machine processed’ and the actual mail as unmanifested If class or format were different, items would appear in the ‘product non-compliance’ report and an adjustment may be made as a result

8. Spoils The most likely cause for a mismatch between eManifest data and physical mail is spoils and reprints Let’s look in more detail at options for handling these

10. Spoils remade – same ref number (1) Spoils are remade on same day Original unique item reference numbers are used Original eManifest is not amended Outcome Reports accurately reflect mail handed over No requirement to amend sales order 10 Mailing house may find it difficult to reprint on same day Royal Mail reporting and sales order will be accurate

11. Spoils remade – same ref number (2) Spoils are remade later than same day Original unique item reference numbers are used Original eManifest is not amended to remove spoils Reprints are not handed over in time for Royal Mail to process within 5 days of original eManifest submission Outcome Note An accurate sales order should be completed for each day’s mail Reprints will show as not machine processed against original eManifest and as unmanifested later

12. Spoils remade – same ref number (3) Spoils are remade later than same day Original unique item reference numbers are used Original eManifest is not amended to remove spoils Reprints are handed over in time for Royal Mail to process within 5 days of original eManifest submission Outcome Note An accurate sales order should be completed for each day’s mail 12 Reports show reprints were machine processed. Reprints will be delivered later than expected.

13. Spoils remade – same ref number (4) Spoils are remade later than same day Original unique item reference numbers are used Unconfirmed batches containing spoils are cancelled from original eManifest, amended and uploaded again Reprints are added to batches on eManifest relating to actual handover date so reports are accurate Outcome Note An accurate sales order should be completed for each day’s mail 13 Labour intensive as most batches will contain spoils Could result in a high volume of late batch submissions in the day

14. Spoils remade – same ref number (5) Spoils are remade later than same day Original unique item reference numbers are used Batches containing spoils are rescheduled to an eManifest relating to day reprints are handed over Outcome Note An accurate sales order should be completed for each day’s mail Entire rescheduled batch must be handed over in line with eManifest handover date 14 Majority of mailings would be sent late as most will batches will contain spoils Accurate reporting but poor customer experience

15. Spoils remade – new ref number (6) Spoils are remade on or later than same day Reprints carry new unique item reference numbers Original eManifest is amended to remove spoils Outcome Note An accurate sales order should be completed for each day’s mail to ensure correct billing New item reference numbers are included in eManifest relating to day of mail handover Item reference numbers must remain unique within a Supply Chain for 90 days 15 Reproduction with new reference number may be difficult Accurate reporting

16. Spoils remade – new ref number (7) Spoils are remade on or later than same day Reprints carry new unique item reference numbers Original eManifest is not amended to remove spoils Outcome Note An accurate sales order should be completed for each day’s mail to ensure correct billing New item reference numbers are included in eManifest relating to day of mail handover 16 Reports will show spoils as not machine processed Remaking with new reference numbers may be difficult and generate queries.

17. Spoils not remade (8) Spoils are not remade Original eManifest is not amended to remove spoils Sales order is not amended to remove spoils Outcome Note Customer should be advised that spoils have not been reprinted Royal Mail Terms & Conditions breached due to failure to produce accurate sales order 17 Inaccurate sales order creates a poor customer experience Spoils will be reported as not machine processed in exceptions reports Customer will pay postage on spoils

18. Spoils not remade (9) Spoils are not remade Original eManifest is amended to remove spoils Sales order is amended to remove spoils Outcome Note Customer should be advised that spoils have not been reprinted 18 Sales order and reports accurately reflect mailing volume Customer will not pay postage on spoils

19. Spoils not remade (10) Spoils are not remade Original eManifest is not amended to remove spoils Sales order is amended to remove spoils Outcome Note Customer should be advised that spoils have not been reprinted 19 Spoils will be reported as not machine processed in exception report Customer will not pay postage on spoils

20. Spoils not remade (11) Spoils are not remade Original eManifest is amended to remove spoils Sales order is not amended to remove spoils Outcome Note Customer should be advised that spoils have not been reprinted Royal Mail Terms & Conditions breached due to failure to produce accurate sales order 20 Inaccurate sales order creates poor customer experience Customer will pay postage on spoils Spoils will be netted off so report will be correct

22. Questions? mailmark@royalmail.com