How do I dispute the weight adjustment charge?

Once you have been issued with a weight adjustment charge, you have seven days to dispute the charge. Once we receive your dispute, no payment is taken, as the charge is placed on hold.

In order to dispute the weight adjustment charge, you must provide on of the following:

  1. If you have been invoiced based on adjusted 'actual' weight, we require an image of the item, with the label visible, on a set of scales confirming the weight they believe is correct.
  2. If you have been invoiced based on adjusted 'volumetric' weight, we require images of the measurements of each side of the item (Point to point so you can see the measurements clearly) with the label visible in each image confirming the dimensions they entered are correct.

If your evidence is correct, we will raise your dispute with the carrier and, once successful, the charge will be cancelled.

If your evidence is incorrect, we will request payment of the weight adjustment charge.

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