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.
- 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.
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.
→ How can I prevent surcharges?