We rely on our customers to accurately weigh and measure parcels to ensure the correct rates are charged.
If after the parcel is dispatched your parcel is found to be heavier than the weight you paid for, or larger than the dimensions you have declared during the booking process, you will be charged the correct rate for the parcel with an additional payment.
You will be notified by email confirming the reason for the charge and the amount owed.
Why have I received an additional charge for weight discrepancy?
Carriers audit weight and measurements of the packages that enter their network, carriers detect discrepancies between the values declared during the purchase and those audited by themselves. This usually happens due to the packaging being larger or heavier than declared during the purchase and it might require special handling. It's possible that, during the purchase, you didn't take into account the full weight or length of the whole parcel, packaging included.
The prices offered by Packlink are calculated using the values you facilitate during the purchase process, that is why it's vital to verify that they are correct before completing the operation. If the real values of the parcel are superior to the declared ones, it might be necessary to adjust the cost of the service and, as such, we will issue an additional charge to cover the full costs of the shipment.
For the above mentioned reasons carriers might apply extra charges for the following reasons:
- Discrepancies with the weight/measurements declared
It's the most common type of additional charge, due to the weight and/or measurements of the shipment being higher than originally indicated.
In case of weight discrepancies an additional charge to cover the full costs of the shipment depending on the weight and dimension discrepancy varying between a minimum of £2.50 up to a maximum of £40, depending on the carrier.
- Large parcels
Parcel outside of our maximum accepted dimensions / weight. In such cases an additional charge varying between a minimum of £7.80 up to a maximum of £40, depending on the carrier
- Requires special handling / collection / delivery
This charge applies when due to the weight, volume, and/or packaging of the parcel, special considerations must be made for it's handling. For example, if a truck with a lift gate is required to unload the parcel or if the courier requires an assistant.
It's important to know that all shipments retained for one of these reasons will suffer delays since it will require additional handling instructions.
What is the volumetric weight and why it is so important?
Volumetric weight is also known as dimensional weight and it is a calculation of your parcel's effective weight based on its volume. The volumetric weight is a metric that uses the volume in its calculation.
Imagine you want to send a book to the United Kingdom, which measures 23 x 15 x 2 cm and barely weighs 200 grams. However, when you pack it, you decide to use a much larger box from an old 40-inch television. Sure, the weight of the parcel will barely exceed a kilogram, but it will occupy much more space than expected, which will be an issue for the handling and transportation of the shipment.
Volumetric weight is important to carriers because it allow them to sort items through their network more efficiently.
Some carrier might add a surcharge if the volumetric weight is higher than the declared weight because if measurements are not accurate parcels needs to be managed manually and it will slow down the sorting process.
How can I avoid these charges for the future?
You can avoid weight discrepancy charges for your future shipments by taking extra care next time you book a shipment. Before you pack your item always double check:
I disagree how can I dispute the weight discrepancy charge?
If you have received an additional charge due to a weight discrepancy and you consider incorrect, you have to provide evidence to support your claim. Pictures of the complete package where you can see the carrier's label (not just the one provided by Packlink after the purchase) as well as the weight indicated by the scale, and contact us so we can verify the problem.
After we have received your submitted evidence, we will raise a query with the carrier. If your claim is successful, we will refund the charges and no further action will be taken.