MailmarkTM -Dealing with Spoils and Exceptions

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

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?

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’

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

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

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

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

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

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

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.

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

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

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

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.

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

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 experienceSpoils will be reported as not machine processed in exceptions reportsCustomer will pay postage on spoils

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

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

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 experienceCustomer will pay postage on spoils

Spoils will be netted off so report will be correct

Questions?

mailmark@royalmail.com