Short answer: Create a support ticket with all the required information.
Explanation: If you've received a surcharge on your invoice that seems to be incorrect, you can create a support ticket via your Sendcloud account. In order to proof to the carrier that a surcharge is incorrect, we need certain information (see below). Your case will then be picked up from there. Since visual proof is required, we always need to start surcharge disputes via email.
Required information:
- Packing slip or sales invoice;
- A picture of all edges of the shipment (or a similar shipment), with measurement tape next to it. This way it's visible what all the dimensions of the shipment are;
- If the surcharge could be related to the weight, please also send a picture of a similar package on the scale (same content/products);
- Any other information you think might be relevant.
Below, you can see a list of most common mistakes when taking pictures for the visual proof:
- Measurements are not visible due to the picture being blurry or unclear;
- Only part of the parcel is visible in the picture;
- Only part of the measuring tape is visible in the picture;
- When measuring the weight, only part of the parcel is visible in the picture;
- Not sending the pictures of the measurements with tape when the surcharge is about the weight of the parcel, and vice versa.
Please bear in mind that if provided information is incomplete, unclear, or incorrect, you will not be eligible for a refund of the costs due to strict carrier requirements for provided information.
If you want more information on why you might have received a surcharge, please use the carrier surcharge article. You can find this article via our carrier page.
Related articles