Problem with Horizon (!) and sending items via Air Letter

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Here is an email I have just sent to Post Office Ltd (not Royal Mail!) Help & Support - I expect they will be unable to answer so I am posting on here in case anyone has any suggestions.                                                                                                                                                                                                                                                          "First of all, please be aware that I have sent items internationally since 1973 so am well aware of how to use Customs forms to send items worldwide. That being the case, today when trying to post items having already completed the electronic Customs forms, I discovered that there is an anomaly with Horizon (!) that will NOT allow Customs information to be inputted if the item is an Air Letter! The counter staff advise that the only way to do it is for me to pay extra (needlessly) and send it as Large Letter so Horizon will then accept the Customs information! Your own website states that Customs Forms are not required for a letter if the contents are only documents or invoices but when the contents are a gift or goods, they are - so I am trying to comply with your instructions. The item being sent is a thin embroidered cloth emblem which even when sent between cardboard and in an envelope easily fits through the Pricing in Proportion letter size guide. So, please tell me how the counter staff can input the Customs information when Horizon do not allow it!!! Do I post the item without a Customs form (and wait for it to be returned to me) or with the Customs form but without a Post Office branch being able to scan in the electronic Customs barcode?"