All couriers weigh and measure parcels while in transit. Any discrepancy found in the weight or dimensions declared on Easyship will be charged by the courier at a premium. Adjustments will reflect on your account within 90 days of shipment creation.
More information on how chargeable weight is determined is here: How Chargeable Weight is Calculated
How Delivery Charges Are Calculated
Courier pricing structures are based on weight classes or tiers. For example:
- If you ship a parcel weighing less than 1 kg, you pay US$5.
- If the parcel weighs less than 2 kg, you pay US$8.
An adjustment fee may occur if the courier's measured weight (volumetric or actual) falls into a higher weight class than originally declared.
How Discrepancies are Identified by Couriers
Couriers use automated dimensioning, weighing, and scanning systems (DWS) to identify discrepancies. These scanners measure and weigh parcels as they move through depots and service points, detecting even small differences. Third-party audits ensure the accuracy of these systems, though occasional mistakes can still happen.
How to Prepare for Potential Adjustment Mistakes
Though rare, couriers may sometimes mistakenly charge adjustments. To prepare for this possibility:
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Take a picture: Regularly use the same shipping supplies? Photograph the parcel's length, width, height, and weight with items included. This documentation can help if you need to dispute an adjustment.
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Save shipping box dimensions: Save your box dimensions in the "Settings > Boxes" section of your Easyship dashboard. This helps ensure accurate charges when purchasing a shipping label or syncing an order. More information on saved boxes can be found here.
- Contact Support with proof: Attach photo proof of size and weight when disputing an adjustment. This allows our support team to contact the courier and raise a dispute on your behalf.
How to Dispute an Adjustment
If you receive an adjustment for a recently delivered shipment, you might see a popup notification on Easyship, like this:
To dispute an adjustment, contact support with the following information:
- Images showing the Length x Width x Height of the box with a measuring device.
- An image of the packed box on a scale.
If you don't already have this information, you can recreate the shipment. Easyship support will always attempt to dispute the charge, but we cannot guarantee a successful result.
Important Note: Postal solutions like HK Post, Sing Post, USPS, and DHL eCommerce do not accept disputes for seemingly incorrect adjustments. For other carriers, a claim can be challenging without proper proof or evidence. Most of the time, couriers' measurements are accurate and reliable due to their audited processes.
Explaining Weight and Dimension Surcharges
If you receive an adjustment for chargeable weight, follow these steps:
1. Identify the item:
Use the platform to find the Easyship shipment ID for which you received the adjustment (Account > Billing > Transactions).
2. Repack and measure:
Pick and pack orders with the same item(s). Once labeled and ready to ship, weigh and measure it as accurately as possible. If in a warehouse, ask your warehouse partner to send pictures of the weight and dimensions.
3. Update product catalog:
Adjust your item dimensions and weight in the Easyship product catalog. If you upload orders via CSV, update the weight and dimensions in the upload file.
If you did not ship with HK Post, Sing Post, USPS, or DHL eCommerce, and you find a discrepancy in the chargeable weight compared to what was billed by the courier, contact our support team to file a claim.