I've got a transaction correction on my account – what does this mean?
In the unlikely event that an error is made when deducting funds from your Drop & Go account we will correct it, usually within 24 hours. These can be credits or debits and will show in your account as a transaction correction. Any promotional credits that we choose to run will also be labelled ‘Credit transaction correction’.
Can you tell me why my payment was declined?
No. Payment card industry rules say we must refer you to your bank. If payment for an auto top-up is declined, we won’t attempt further auto top-ups until you set it up again.
How do I get a VAT receipt?
VAT receipts are not available online so you will need to keep the receipts that are printed in-branch where you send your mail.
What is a basket credit?
This is a refund for postage charged incorrectly. In the unlikely event that our branch processes your mail and then realises afterwards they have issued a label for the wrong service, they can rectify this. If required, they can credit the difference to your account. This will be itemised as a basket credit.
How do I add a new payment card?
As you go to top up your Drop & Go account online, you will be asked to give your payment card details. Beneath the fields requesting these details, there is a tick box that reads “Save Card Details”. Simply check this box and you will have added this card for ease when making future payments. The security code on the reverse of the card is never stored at any point and will need to be re-entered with every purchase.
All card details (except security codes) are stored completely securely by our secure payments partner. You can store as many cards as you like, and if you can’t remember whether you’ve saved a card or not, you can save the same one twice. For removing a payment card, see the next FAQ.
How do I remove a payment card?
When you make a payment, you will be offered the choice of your stored cards. There is a dustbin icon next to each card. If you click this, the corresponding card will be removed from the secure vault. You will also see a pencil icon, which will enable you to change a card’s details.
We’ve got a range of Drop & Go guides and support articles to help you