How do I dispute a surcharge?

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 prove 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 (see examples below). 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.

Length measurement Measuring tape aligned along the longest side of the parcel.

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Below, you can see a list of the 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.

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.

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