Once you've enabled your direct debit payments and started shipping, you will periodically receive an invoice from us for your created shipping labels every two weeks. It can happen that you receive a surcharge on your invoice related to one of your shipments. In this article we explain what a surcharge is, and how it's invoiced.
Want some tips on avoiding unwanted surcharges in the future? Check our article here.
Why does a carrier charge surcharges?
A carrier may choose to charge a surcharge when the package you are shipping does not meet their shipping conditions, and, as a result, extra costs are incurred during the process of delivering your package to its destination.
Reasons for surcharges vary depending on the carrier or the particular shipping method, but can include everything from your parcel being the wrong dimensions, poor packaging conditions, the wrong shape for processing via a processing belt, too light or too heavy or because the wrong shipping method was chosen for the type of delivery or destination country. Some carriers even choose to charge surchages for packages which have a "Fragile" sticker applied to the box.
Anything which results in additional or manual processing time on behalf of the carrier can result in an unwanted surcharge. That's why it's so important to always carefully read and be aware of the shipping conditions for your chosen shipping method.
How does the carrier measure and weigh your packages?
Once your package is picked up by a carrier or dropped off at a service point, its shipping journey begins. Your package will enter a manual sporting center where it is measured and weighed. If a package falls within the dimensions and weight restrictions, and fits correctly on the sorting belt, it can be automatically processed and sorted for delivery.
Your packages are measured and weighed at two separate moments during the sorting process by highly accurate calibrated machines.
If a package falls outside the weight and dimension restrictions, or if the shape is too cumbersome or the packaging is insufficient for automatic processing, it must be removed from the automatic processing line and put to one side for manual processing. This adds additional time and labor costs for the carrier, which is why they will then charge you for these costs via a surcharge.
What happens if my package falls outside the dimensions / weight?
If a package falls outside the dimensions or weight of the chosen shipping method, it can no longer be processed automatically over the belt. An employee removes the package from the belt and continues to process it manually.
In some cases it may happen that your package cannot be processed automatically due to the shape of your package and may even be returned to you without a delivery attempt.
How is the surcharge calculated?
A surcharge is always charged by a carrier after it has been processed. Only when the package arrives at the sorting center can it be measured and a decision made over whether the package can be automatically processed over the belt or not. These costs are calculated afterwards and as a result you will find the surcharges later on your biweekly invoice.
Different carriers charge different rates of surcharges, and the type of surcharge incurred plus some additional factors, such as the weight of your package, will determine the price you pay.
For all of the carriers we are partnered with at Sendcloud, we have compiled an article listing the particular type and rate of surcharges that a carrier can charge. Click here to check for potential surcharges based on your preferred carrier.
How am I charged for surcharges?
If you receive a surcharge it will appear on your bi-monthly invoice with the type "Surcharge" and will often name the particular reason for the surcharge in the description in addition to the tracking number of the individual parcel it relates to, as per the example below:
You can view your invoices and download them in PDF or CSV format from your Sendcloud platform, by goign to Settings > Financial > Invoicing. If the reason for a surcharge is unclear or you feel that you received a surcharge in error, you can log a finance support ticket via your Sendcloud account and we can investigate on your behalf.