CN 23 forms generating instead of CN22

[GreatWhiteKawaii]

Hello, I'm in the UK trying to send an order to the USA which is worth about £20-ish. Instead of the usual CN22 form generating, its giving me a CN23 form and stating my order value at over £400!! I requested a refund on the label as I thought I had made a mistake but doing it again still gives me the same result. So now I am waiting on 2 refunds for labels out of my very small amount of funds, I can't use etsy labels so I am not covered by the etsy guarantee and also my return address has vanished from all labels so if anything gets return to me....it wont.  

[CryzalisMasksUK]

The labels have been playing up for the past week, no return address and no Etsy logo among some of the faults.

Maybe safer to purchase direct from Royal mail until they manage to fix it

[GalleryAntiques]

Buying directly from Royal Mail Click & Drop is your best solution.

[PastelDaisyStudio]

not for low value items shipped without tracking. They keep seller's protection if labels are purchased via etsy but lose it if purchased directly from royal mail. 

[NeilBarrPhotography]

If it's any help, RM say a CN23 can still be used for low value orders. From their website - "A CN23 is typically used for items valued over £270 however can be used with items of any value."

[ThreeLittlePirates]

I got a CN23 when I purchased tracked and signed, just assumed it was something new!  CN22 on standard international.  The new labels are weird, and don't fit on my boxes which is rather annoying.  I've just been using whatever comes out of the printer and the post-people haven't questioned them yet.  I do find I'm purchasing direct from royal mail more often so I can use RM48 to track UK orders, too many customers realising they can claim non delivery on 2nd class post as there is no proof of delivery.  

[PastelDaisyStudio]

Check your totals on the cn23. For multiple item orders, it's wrong hence the cn23 instead of cn22 (because of high value) which will cause issues for the customer.

As for the 'new' labels, they're messed up. If you're using zebra, change your page margings by 0.1 from the left and it should make them print fine. 

[LeLightFantastique]

France phased out the CN22 in favour of CN23 several years ago for international (non-EU) parcels and small packages containing merchandise, no matter what the value.

[PastelDaisyStudio]

I've had the same thing happened today. It's fine for single item orders but when it comes to multiple orders, the system multiples the items by the total price instead of by individual item. 

One of my labels, instead of having multiple items totaling £100, ended up having a total of a few thousands. This is a huge problem because the buyer would have to pay customs if I hadn't caught it.

Also, to those saying, just buy it off royal mail, it's not as simple, especially for low value items. As these keep seller protection when sipping is purchased on etsy without tracking but it loses it once you ship it without tracking using labels directly from royal mail.

I reported the issue and you should too because this is a glitch, not a new feature.

[SarahCryerBeadwork]

Same for me - have reported as a separate issue here  https://community.etsy.com/t5/Technical-Issues/CN22-value-amp-weight-calculations-incorrect-for-inte... 

[SarahCryerBeadwork]

I'm trying to purchase labels for an international order (UK to US) and the calculations on the CN22 are behaving incorrectly -   

In the Value column 4qty of item priced at 2.95 shows on the CN22 Value column at £47.20 (should be £11.80 - you've done 16 times instead of 4 times), 5 qty of the £2.95 at £73.75.  There also seems to be an issue with the weight as well - with 4x.01kg showing as .16kg instead of .04kg. 

It doesn't take a genius to see that you or Royal Mail have coded it to multiply quantity by quantity and then by value or weight, so you're effectively using quantity squared, which will vastly overstate the customs value for buyers, and cause issues for sellers - so for example because the CN22 is only visible to me as a seller after the label has been purchased, I've had to buy the label to check it three times to find a workaround, then request a refund so I'm now two expensive labels out of pocket whilst I wait for those refunds because proper testing wasn't completed.  When will this be fixed please?

[thatregina · Accepted solution]

Hi @GreatWhiteKawaii, @PastelDaisyStudio and @SarahCryerBeadwork, thank you for your reports. Could you please write in to our Support teams with the relevant order details and screenshots? 

[thatregina · Accepted solution]

Dropping back in to confirm that this has been resolved. Thanks again for your reports and follow up tickets!