Overview
In certain cases, labels that include non-Latin characters may not print correctly. This can affect the printed label even when the shipment is booked successfully.
Who is affected
This issue is relevant to customers shipping internationally with Royal Mail, especially where the recipient address contains foreign-language characters such as:
Japanese
Chinese
Hebrew
Other destinations using non-Latin scripts may also be affected.
How to resolve
You should ensure Royal Mail shipments are sent to us with Latin characters.
If you have a shipment already in Shiptheory, you can convert the characters to Latin and rebook the shipment.
Note: Do not "retry" the shipment, as this pulls the original order data from your sales channel and will overwrite any changes you've made.
If you encounter any issues, please feel free to contact our support team. You can call us on 0117 403 4313 (UK) / +1 (629) 666-6726 (US) or reach us online here.