US Post Office, what are you doing to me? The USPS Click-n-Ship service has always been cumbersome, but it’s the only practical way to mail packages outside the USA via First Class Mail, which is the only way to send packages economically. Over the weekend the post office revamped the site, and now I’m unable to send any packages by First Class Mail. This leaves me with a choice between increasing my international shipping fee by 2x, or withholding all international shipping until some other solution is found. At the same time, the post office changed the method of address entry for most countries, so it’s no longer a free-form text entry, but a series of drop-down menus. If the city or postal code in your package’s address isn’t one of the choices provided, too bad.
In last month’s rant about international shipping headaches, I mentioned some of the problems I’ve encountered. Addresses must be formatted a particular way, regardless of whether that’s how they’re normally formatted in the destination country. Only numbers or the 26 letters from A to Z are permitted in the address. If the address is supposed to contain an accented letter, or any non-Roman letters like something from the Japanese or Korean alphabets, too bad. This is the US Postal Service. We don’t do accents.
The recent move to drop-down menus for composing the address makes matters even worse. Today I tried to send a package to the UK: destination Uxbridge, London, UB11 1BB. Look at the screenshot above, and you’ll see that I’m required to select a province before I can fill in the rest of the address. I wasn’t aware the UK even had the concept of provinces. So what province is London in? Ummm, England? Nope, that’s not a choice. Let’s see, British geography quiz, this should be fun. According to the post office, the city of London is in the province of… London! But then I had to choose a city (which should be obvious), given a list of 10 choices including “London”, “London West Depot Collection”, “Finchley Road”, and “Westminster”. Ugh. And no matter which one I chose, UB11 1BB was never offered as a choice for postal code. Total failure. I simply cannot mail a package to this address, using this service.
Then I discovered that the interface for choosing the shipping method has also changed. It used to be that you’d enter the package address, then on the next page you’d see a list of shipping methods including First Class, Priority Mail, and Priority Express. Now it’s a Javascript-enabled form that dynamically changes to show you the applicable shipping methods for the address as you type it. At least that’s the theory. In practice, it only ever shows Priority and Priority Express as choices. At first I thought this might reflect a change in policy for international shipping, but then I discovered that the same problem occurs when printing postage for domestic packages. RIP, First Class Mail?
I went to the local post office, waited in line, and spoke to an employee who assured me that First Class International was still a valid shipping method, and she was able to send the package to London UB11 1BB without problems. But it required almost an hour of my time, driving to the post office, waiting in line, and filling out custom declaration forms by hand, and it also cost 10% more than purchasing the same postage online by Click-n-Ship used to.
I’m not sure the best way to get this resolved. I tried Click-n-Ship’s live support feature, but got a generic error asking me to try again later. I spent an hour on hold waiting to talk to tech support before hanging up in frustration. Under the theory that maybe it was a browser bug, I tried Internet Explorer instead of my normal Chrome, but that didn’t help. Maybe there’s something about the address and package details I’ve entered that rules out First Class mail as a choice, so it’s never shown as an option? I don’t think so, though.
At this point, I think my only option is to hope that this is a bug and not a policy change, and hope that it magically gets fixed in the next few days. If not, I may have to start shipping international packages by Priority Mail, and charging substantially more for international shipping than I have been thus far. I sure wish the post office weren’t such an inscrutable bureaucracy, or that any of the other carriers like FedEx offered reasonably-priced options.
Edit: It looks like First Class International postage has been fixed! Thank you, USPS web programmers. My apologies to everyone who suffered through my rant. Now if I can only figure out how to ship to London UB11 1BB…
