IMPORTANT – PLEASE READ THE FOLLOWING MESSAGE FROM ROYAL MAIL

Update timeline

1. identified Jan 11, 2023, 04:02 PM UTC

   We have received the following communication from Royal Mail: "Royal Mail Cyber Issue Impacting International Traffic: Royal Mail is experiencing severe service disruption to our international export services following a cyber incident. We are temporarily unable to despatch items to overseas destinations. We strongly recommend that you temporarily hold any export mail items while we work to resolve the issue. Items that have already been despatched may be subject to delays. We would like to sincerely apologise to impacted customers for any disruption this incident is causing. Our import operations continue to perform a full service, with some minor delays. Parcelforce Worldwide export services are still operating to all international destinations though customers should expect minor delays. Our teams are working around the clock to resolve this disruption and we will update you as soon as we have more information. We immediately launched an investigation into the incident and we are working with external experts. We have reported the incident to our regulators and the relevant security authorities." This is obviously beyond our control and we will continue to communicate with Royal Mail and advise on any updates via this page and our internal message system.

2. identified Jan 12, 2023, 12:41 PM UTC

   We have had no specific further communication from Royal Mail regarding the ongoing International postage issue they are experiencing, but their advice is to still to hold international postage and not have it collected. However, Royal Mail have advised us that where you are holding international postage, these orders SHOULD NOT be manifested on StoreFeeder until the day that the mail is collected from you. If you have already manifested international orders that you have not had collected, they would advise that you have this post collected ASAP. Domestic postage is not affected and can be processed as normal. At StoreFeeder. we are unable to offer you any more specific advice, and we suggest that you contact your Royal Mail Account Manager in the first instance for more information.

3. identified Jan 13, 2023, 02:59 PM UTC

   We have had an update from Royal Mail regarding the ongoing International postage issue they are experiencing. The statement is below: "Royal Mail is experiencing severe service disruption to our international export services following a cyber incident. We are temporarily unable to despatch items to overseas destinations. From 19 00 hrs 13th January, we will be temporarily suspending all export services and ask that you hold any export mail items while we work to resolve the issue. Items that have already been despatched may be subject to delays. This means that you will not be able to generate any labels for items being exported. We would like to sincerely apologise to impacted customers for any disruption this incident is causing. Our import operations continue to perform a full service, with some minor delays. Parcelforce Worldwide export services are still operating to all international destinations though customers should expect minor delays. Royal Mail is working around the clock to restore our systems. The security and safety of our customers and their data is of paramount importance. We are not aware of any sensitive customer data having being compromised at this stage. We would like to reassure our customers that we would inform them if this situation were to change." In summary, you will be unable to use any Royal Mail service for international orders from 7.00pm tonight (13th January 2023) through StoreFeeder. If you try to despatch an order using an international service, you will see the following error message: "Royal Mail international services are currently unavailable. Please use an alternative service. See status page for more info" You will understand that this is beyond our control and we cannot give any advice on this matter specifically and advise you to contact your Royal Mail Account Manager if you have any questions. If you have alternative international shipping methods through alternative carriers already set up within StoreFeeder, you can use these as an alternative instead of Royal Mail services. This guide will offers advice on how you could use an alternative courier service if you wish to do so: https://support.storefeeder.com/hc/en-gb/articles/8765074119709-Royal-Mail-temporary-suspension-of-overseas-shipments-What-can-I-do- We are in constant contact with Royal Mail and will keep this page up to date as we have any further updates. As before, domestic postage is not affected and can be processed as normal.

4. monitoring Jan 19, 2023, 11:09 AM UTC

   We have had an update from Royal Mail regarding the ongoing International postage issue they are experiencing. The statement is below: "Following the recent cyber incident, we are trialling operational workarounds and have started moving limited volumes of export parcels. While we trial these operational workarounds, we continue to ask customers not to submit any new export parcels into the network. Our initial focus will be to clear mail that has already been processed and is waiting to be despatched. We are pleased to announce that we have resumed the export of letters to all international destinations. From 1900hrs (Wednesday 18 January), customers will be able to access international export letter services again via online shipping solutions to print labels and send items which do not require a customs declaration (personal correspondence items). Items can then be posted into the Royal Mail network and via Post Office from tomorrow (Thursday 19 January). Royal Mail continues to work with external experts, the security authorities and regulators to mitigate the impact of this cyber incident, with a focus on restoring services for export letters and parcels. Our import operations continue to perform a full service with some minor delays. Domestic services remain unaffected. We would like to sincerely apologise to impacted customers for any disruption this incident may be causing. Please be assured our teams are working around the clock to resolve this situation and we will update customers as soon as we have more information." For our customers based in Northern Ireland, we have enabled the ability to be able to produce labels again for ROI addresses only. The rest of the world remains blocked. As per the message above, all services for sold goods (requiring customs declarations) remain suspended. You will understand that this is beyond our control and we cannot give any advice on this matter specifically and advise you to contact your Royal Mail Account Manager if you have any questions.

5. monitoring Jan 26, 2023, 11:21 AM UTC

   We have had an update from Royal Mail regarding the ongoing International postage issue they are experiencing. The statement is below: "As a result of growing export capability, we are resuming our International Tracked & Signed and International Signed services to all destinations from Thursday 26 January. Customers can now select these services, print labels and post parcel, large letter and letter formats of these services. Delivery of International Tracked & Signed and International Signed items may take slightly longer than usual and customers may notice some difference in tracking information as items leave the UK. We are asking customers not to post International Tracked (all formats), International Standard or International Economy export parcels into our network just yet. We are planning to provide further updates on these services in the coming days. We would like to sincerely apologise to impacted customers for the disruption this incident is causing. Our teams are continuing to work around the clock to reinstate all remaining services for export letters and parcels as quickly as we can." In summary, StoreFeeder have now re-enabled the ability to be able to produce labels for international addresses where the "Tracked & Signed" and "Signed" services are used. Access to the "Tracked" service remains blocked. You will understand that this remains beyond our control and we cannot give any advice on this matter specifically and advise you to contact your Royal Mail Account Manager if you have any questions.

6. monitoring Jan 30, 2023, 02:18 PM UTC

   We have had an update from Royal Mail regarding the ongoing International postage issue they are experiencing. The statement is below: "We continue to make progress in exporting an increasing number of items to a growing number of international destinations. We are using alternative solutions and systems, which are not affected by the recent cyber incident. Our focus has been on despatching the export parcels and letters which were in our network before the cyber incident. We have also been successfully despatching standard export letters since reinstating those services for customers on 18 January and International Tracked & Signed and International Signed letters and parcels since 26 January. As a result of this progress and the further growing capability of our alternative export solutions, we will today (Monday January 30) resume our International Tracked services to all destinations for business customers and consumers buying postage through our online shipping systems. This includes parcel, large letter and letter formats of these services. Online shipping systems will be enabled to allow customers to select these services, print labels and send items from 1200 today for business customers. We continue to ask customers not to submit any untracked export parcels into our network for the time being. We plan to provide further updates on these services as soon as possible. At this time we are still unable to process new parcels purchased through the Post Office channel, however you can still drop off items labelled online, and purchase International letter format service at Post Offices. Import operations continue to perform a full service with some minor delays. Domestic services are unaffected. We would like to sincerely apologise to impacted customers for the disruption this incident is causing. Our teams are continuing to work around the clock to reinstate the remaining export services for letters and parcels as quickly as we can." In summary, StoreFeeder have now re-enabled the ability to be able to produce labels for international addresses where the "Tracked" services are used. As per the above, access to the "Standard/Untracked" services remains blocked. You will understand that this remains beyond our control and we cannot give any advice on this matter specifically and advise you to contact your Royal Mail Account Manager if you have any questions.

7. monitoring Feb 06, 2023, 03:55 PM UTC

   We are continuing to monitor for any further issues.

8. monitoring Feb 06, 2023, 03:59 PM UTC

   We have had an update from Royal Mail regarding the ongoing International postage issue they are experiencing. The statement is below: We continue to make progress in exporting an increasing number of items to a growing number of international destinations. We're using alternative solutions and systems, which have not affected by the recent cyber incident. As a result of this progress, and the continuing growth in capability of our alternative export solutions, we can now announce some further restoration of services. From 1900 hrs on Friday 03 February, we'll be resuming the following services: INTL Standard Sort 2 - DW1 INTL Business-NPC-Untracked-LLTR - DG4 INTL Business-NPC-Untracked-PKT - DE4 International Standard Priority - OLA International Standard Economy - OLS We continue to ask business contract customers not to submit any other International Standard (untracked) parcels into our network for the time being. We plan to provide further updates on these remaining services as soon as possible. Please be aware that delivery of International items is likely to take longer than usual, and customers may notice different tracking information as items leave the UK for their destination country. We would like to again apologise to you for the disruption this incident is causing. We're continuing to work around the clock to reinstate remaining export services as quickly as we can. In summary, StoreFeeder have now re-enabled the ability to be able to produce labels for international addresses where the services listed above are used. As per the above, access to other Standard/Untracked services remains blocked. You will understand that this remains beyond our control and we cannot give any advice on this matter specifically and advise you to contact your Royal Mail Account Manager if you have any questions.

9. monitoring Feb 10, 2023, 10:34 AM UTC

   We have had an update from Royal Mail regarding the ongoing International postage issue they are experiencing. The statement is below: We continue to make progress in exporting an increasing number of items to a growing number of international destinations. We're using alternative solutions and systems, which have not affected by the recent cyber incident. As a result of this progress, and the continuing growth in capability of our alternative export solutions, we can now announce some further restoration of services. From 1900 hrs on Thursday 09 February, we'll be resuming the following services: IG1 Large Letters INTL BUS MAIL LLTR ZONE SORT PRIORITY BP1 Parcels INTL Business-PrintedMatter-PKT MB1 Parcels INTL BUS PARCELS PRINT DIRECT PRIORITY MB2 Parcels INTL BUS PARCELS PRINT DIRECT STANDARD WG1 Large Letters INTL BUS MAIL LLTR ZERO SRT PRIORITY WE1 Parcels INTL BUS PARCELS ZERO SORT PRIORITY IE1 Parcels INTL PACKETS - ZONE SORT PRIORITY PSB Large Letters INTL BUS MAIL LLTR MAX SORT STANDARD BG2 Large Letters INTL BUS MAIL LLTR MAX SRT RES STANDARD BG1 Large Letters INTL Business-PC-MaxSortRes-LLTR TC2 Mixed QM/10 Option 2 Mixed Mail We continue to ask business contract customers not to submit any other International Standard (untracked) parcels into our network for the time being. We plan to provide further updates on these remaining services as soon as possible. Please be aware that delivery of International items is likely to take longer than usual, and customers may notice different tracking information as items leave the UK for their destination country. We would like to again apologise to you for the disruption this incident is causing. We're continuing to work around the clock to reinstate remaining export services as quickly as we can. In summary, StoreFeeder have now re-enabled the ability to be able to produce labels for international addresses where the services listed above are used. As per the above, access to other Standard/Untracked services remains blocked. You will understand that this remains beyond our control and we cannot give any advice on this matter specifically and advise you to contact your Royal Mail Account Manager if you have any questions.

10. resolved Feb 24, 2023, 10:49 AM UTC

    This incident has been resolved.