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Returned letters guidance for UI and API #5308

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Returned letters guidance for UI and API #5308

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Update delivery-times.html
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saimaghafoor Jan 7, 2025
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22 changes: 18 additions & 4 deletions app/templates/views/guidance/using-notify/delivery-times.html
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Expand Up @@ -34,9 +34,23 @@ <h2 id="letters" class="heading-medium">Letters</h2>
<p class="govuk-body">First class letters are delivered one day after they’re dispatched. Second class letters are delivered 2 days after they’re dispatched. Royal Mail delivers from Monday to Saturday, excluding bank holidays.</p>
<p class="govuk-body">Letters to Europe are delivered 3 to 5 days after they’re dispatched. Letters sent anywhere else in the world take 5 to 7 days to arrive.</p>

<h3 id="returned-mail" class="heading-small">Undelivered letters and returned mail</h3>
<p class="govuk-body">Every letter we send includes our printer’s address on the back of the envelope. It’s not possible to customise the return address.</p>
<p class="govuk-body">Returned mail is destroyed by our printer.</p>
<p class="govuk-body">Each letter has a unique ID. Our printer sends us the ID of every letter they destroy. We’ll contact you if the IDs match any of your letters. This is a partly manual process, so it can take a few weeks.</p>
<h2 id="returned-mail" class="heading-medium">Returned letters</h2>
<p class="govuk-body">Every letter we send includes our print provider’s address on the back of the envelope. You cannot customise the return address.</p>
<p class="govuk-body">Undelivered letters are returned to our print provider and destroyed.</p>
<p class="govuk-body">You can see a report of returned letters on the dashboard.</p>
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<h3 id="returned-mail" class="heading-small">Identify the returned letters</h3>
<p class="govuk-body">To help you identify what letters are returned, the report will show details such as the:
</p>
<ul class="govuk-list govuk-list--bullet">
<li>template ID</li>
<li>date the letter was sent</li>
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Should we also talk about the reference here and how it gets populated (from a spreadsheet column or via the API)?

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There’s a whole bunch of guidance about this already in the support manual: https://docs.google.com/document/d/1F41AxZdwjebI4yCIhUQvs72ozHfG2aqCnhelSYu_Wi0/edit?tab=t.0#heading=h.y0jci2y8ztjr

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@saimaghafoor saimaghafoor Jan 7, 2025 •
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Thanks for signposting to the manual. I never knew this info on returned letters existed! I'll have a think about how to add this info regarding reference. It definitely feels important to include.

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I've added the a bullet point for users to identify letters with the reference if they have added it. I did draft some more content but it didn't feel like the right place guiding users how to do it.
Perhaps something that should or could be added to the UI when they upload a list of addresses, depending on how much users ask us about this/are confused about this.

<li>a reference for each letter if you include this in the list of addresses you upload</li>

</ul>
<p class="govuk-body">For security reasons, the report will not show the recipient postal address. </p>
<h3 id="returned-mail" class="heading-small">Automate identifying the returned letters</h3>
<p class="govuk-body">Use the Notify API to get the returned letters report and identify the letters. Follow the instructions in our <a class="govuk-link govuk-link--no-visited-state"
href="https://www.notifications.service.gov.uk/using-notify/api-documentation">API documentation</a>.</p>
<p class="govuk-body">You’ll need a developer on your team to set this up for you.</p>
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{% endblock %}