Disputing a FedEx smartpost overcharge

[hideawayaqua]

I'm wondering if anybody had any success with disputing a FedEx overcharge?

I shipped an item to a buyer on Oct 12, using the ebay shipping calculator. It was a light weight women jacket, the package weighted 1.3 lbs, dimension was 12" x 9" x 1". I was quoted for $8.45. Dropped off the package, delivered, done. Then I got a surprised bill - $39.21 charge for FedEx shipping fee. Please note the item was sold for $18, and I offered free shipping to the buyer.

I called eBay cs many times. The filed a dispute request to FedEx and it got denied. They mentioned dimensional weight. But the package was within normal size range and I just couldn't justify myself to this charge. I spoke to a supervisor earlier today and he's going to appeal this dispute request one more time.

Original quote from eBay:

What I got billed for:

I looked up the tracking number on fedex.com, shown the correct weight but incorrect dimensions...

Any suggestions on disputing this charge would be greatly appreciated!

Thank you.

[berserkerplanet]

Yes. Problem with that is that eBay won't care if you have a FedEx dropoff receipt with XX pounds on it, and not sure FedEx will either.

As dc pointed out, dimensions are currently the bigger issue and there appears to be no solution to that unless FedEx drop locations will measure and notarize a receipt indicating that "package x with tracking number zzz was dropped and weighed X pounds and measured L X W x H."

[berserkerplanet]

Both provided the tracking #'s here, but I have to run, and leave that sleuthing to you. Same hub or location is a possibility (but I'm betting not)

And yes, this is getting ugly. These two cases are so egregious that 60 seconds of explaining to a stranger on the street would evoke a "that's is not right. an obvious ripoff!". Don't see that "our terms and conditions allow us to always be right, we have set it up so that the shippers can't get validation of their dropped off package weight and size, and the customers are always lying about their package characteristics" isn't going to fly. A simple sting would expose it forthright if the stingers could get it to happen.

There needs to some protocol in place like USP has with APV. Aside from the fact that you can't back charge a USPS customer who pays cash for shipping a package over the counter, The USPS APV program exempts counter shippers from upcharges. Assumption is that the package was vetted at acceptance and the postage is correct. Needs to be something similar with FedEx.

Something like: When dropped off at counter, you are done as far as weight and dimensions go if they accept it (they would have to fix the software at the counter to accept clerk typed in dimensions and check those against the scale weight and shipment info from the pkg scan, and determine label is correct (obviously other things like redelivery attempts, bad address, etc that happen later would still be billable, but not these basic weight and size issues)

Alternatively, they can measure at the dropoff counter, type it in, and it gets printed on a receipt. Then if there is a misweighing or measuring issue later, that info is in the system and shipper is protected (like eBay INR tracking number defense)

There needs to be something other than he said/she said where FedEx is always right.

[dcintennessee]

@hideawayaqua, tracking info for this package is no longer searchable. I think it drops off in 90 days. It appears you're in Los Angeles. What was the destination city?

[dtexley3]

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wrote:

@dtexley3, I drop at a FedEx business center, and they definitely compare their weight to the label weight. However, I just checked, and weight is NOT printed on my receipts. Which still wouldn't matter in these instances, because the dispute is over dimensions, not weight. Still, did your FedEx business rep say you can get a receipt with these specs, and have you gotten any? I'll ask next time & see what they say...

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The reciepts I'm getting now have the registered weight on the receipt and per my business rep the weight is pushed to FedEx and becomes the 1st weighing.  Supposedly I can now use that to challenge any unexpected weight gains as long the the size doesn't change.  The store staff did not know if this would help, but the FedEx business rep said it would.  We will see.

I don't know when or if I'll be able to test this out as SmartPost is no longer a viable shipping method for the items I sell.

[hideawayaqua]

Thank you all for your replies.

After eBay refused to credit me back (which I did call again to appeal and no luck), I called FedEx myself and spoke to their CS. Because eBay and FedEx have been passing the buck around for the past 3 months, my tracking was no longer available on fedex.com. How convenient! I do have all records printed though. I explained to FedEx CS that I have evidence, CS wouldn't listen simply because that tracking # was not available. CS asked me to call USPS - "It's a smartpost service and USPS was the one who billed me... ??? Another company involved? Speechless... I then called USPS. I was informed the postage for my package was only $2. So, who got the big chunk of this $39.21 shipping fee? 

nswboogy I can feel your pain. Please don't get discouraged by my experience. Please share if you have any update on this. 

dcintennessee The destination city was NYC. The package route was: Los Angeles, CA - FedEx Smartpost Los Angeles, CA - Ludlow, CA - Gallup, NM - Amarillo, TX - Richmond, MO - Chicago, IL -Macedonia, OH - Susquehanna twp, PA - Jersey City, NJ - FedEx Smartpost Edison, NJ - NYC to USPS - USPS delivered to buyer.

[hideawayaqua]

Thanks for your thoughts and help on this topic!

[dcintennessee]

Darn. After looking at tracking on the other package, I was hoping yours went through the FedEx regional distribution center in Hutchins, TX, as the other one did. I once had a package hang out there a couple of extra days, without re-rating. Unfortunately, it appears these two packages were never handled in the same city. 

You'll find posts advising not to label packages as Fragile, because some handlers along the way may take it as a challenge & play toss with those packages. I think this is a similar situation. At least two employees in the FedEx system are mucking with package dimensions, just for sport. 

I wonder whether there there is ANY way to determine where along the line FedEx updated the dimensions? It was before transfer to USPS.

Oh!! Maybe USPS shows the weight/dimensions of the package they received?? That would further dispute the FedEx measurement. I don't have a dog in this hunt, and I'm quite tolerant of simple human error. But....I'm highly intolerant of theft & fraud. Someone fraudulently changed the dimensions of these packages, and as a result, FedEx (unknowingly) stole $ from you. And I'm certain from others. 

[dtexley3]

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wrote:

I wonder whether there there is ANY way to determine where along the line FedEx updated the dimensions? It was before transfer to USPS.

Oh!! Maybe USPS shows the weight/dimensions of the package they received?? That would further dispute the FedEx measurement. I don't have a dog in this hunt, and I'm quite tolerant of simple human error. But....I'm highly intolerant of theft & fraud. Someone fraudulently changed the dimensions of these packages, and as a result, FedEx (unknowingly) stole $ from you. And I'm certain from others. 

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That's an interesting thought.  I haven't had the dimension issue, mine were all bad weights.  If I have time I'll try to hit the PO and see if they will give me (or let me see) a detailed tracking report for the overcharges. I've seen them before and they have a LOT of additional information that doesn't show on USPS, FedEx or eBay's systems.

[carlmarxx]

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wrote:

Thank you all for your replies.

After eBay refused to credit me back (which I did call again to appeal and no luck), I called FedEx myself and spoke to their CS. Because eBay and FedEx have been passing the buck around for the past 3 months, my tracking was no longer available on fedex.com. How convenient! I do have all records printed though. I explained to FedEx CS that I have evidence, CS wouldn't listen simply because that tracking # was not available. CS asked me to call USPS - "It's a smartpost service and USPS was the one who billed me... ??? Another company involved? Speechless... I then called USPS. I was informed the postage for my package was only $2. So, who got the big chunk of this $39.21 shipping fee? 

nswboogy I can feel your pain. Please don't get discouraged by my experience. Please share if you have any update on this. 

dcintennessee The destination city was NYC. The package route was: Los Angeles, CA - FedEx Smartpost Los Angeles, CA - Ludlow, CA - Gallup, NM - Amarillo, TX - Richmond, MO - Chicago, IL -Macedonia, OH - Susquehanna twp, PA - Jersey City, NJ - FedEx Smartpost Edison, NJ - NYC to USPS - USPS delivered to buyer.

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That FedEx   Rep lied!  The USPS  doesn't have right to Bill the Smartpost shipper  based on Number  of FedEx reps and their supervisor told me this on phone ,  when I called them over  getting a USPS   postage  due Notice for return refused to delivery  issue  ,On smartpost package sent back to me . I went in to get it at the PO  and quoted FedEx policy on return smartpost  policy , they did not care and would not call up FedEx . I paid for it.   Ebay did give me credit on postage due  I paid out . And  the buyer paid  up for return cost to get and Orginal shipping lost for not having  updated his address  .    You have to be a bulldog for rights .   

[kottagechic]

Hi

 I have been contacting ebay since October for an overcharge with Fedex. I shipped 3 small nesting tables. Put in the correct dimensions and weight.   Charge was 47.00  Whe I received my ebay bill  i was carged 147.00 for that box. i called Ebay and they " said" they were going to disute it. I called three more times.  No notes on my user name regarding that. i called fedex. He said he would refund However the account is in Ebay's anem but mine for shipping. Now I have to contact the Attorney genaral for my refund. The company has 30 days to rectify the problem.  So here I have waiting since october. This is not teh first time fedex did this.  Today i  sent off a pair of sneakers- buyer paid 9.63. When it came up as almost 12.00. I called ebay. They saw teh error- Said many calls regarding this and it will take 60 days to fix? I asked if I ws going to get refunded. i as told no- Go to the alternative. the alternative was usps which was a higher cost.

   Please contact the attorney general in your state. All my probelms I have tried to reslove on my own was fixed b the attorney general. 147.00 overcharge and Fedex claimed they remeasured it.  and it ws overzi==size. Fedex gave me the dimensions and  those dimensions was for  a very large dresser?

[kottagechic]

 No dod not contact fedex- I tried that route. They said I do not have an acccount- Ebay does- I have been trying since October for an overcharge of 147.00  Ebay "said" they would look into it. never never did. Contact the attoney General in your state and file a claim. You will get the matter resolved within 30 days

[droppoint10]

Here is full tracking on my overcharged package. I also checked my receipt and all it says is "dropped off". No weights or dimensions.

[droppoint10]

Also, here is the information from my shipping labels. The package was even a couple of inches  SMALLER than I typed above. Ebay had said they would get back to me within 72 hours. Crickets. If anyone has any advice on what to do next, I would appreciate it.

[dcintennessee]

@droppoint10, this would be funny, if not so despicable. Pictured (on my super-accurate scales) is an Amazon Box 3A1/BC8. At 31x21x11, it's significantly smaller than your alleged 38x25x13 box (plus contents...) that weighs only 2.8 pounds. 

Based upon weight alone, those dimensions obviously are bogus. 

[berserkerplanet]

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That FedEx   Rep lied!  The USPS  doesn't have right to Bill the Smartpost shipper  based on Number  of FedEx reps and their supervisor told me this on phone ,  when I called them over  getting a USPS   postage  due Notice for return refused to delivery  issue  ,On smartpost package sent back to me . I went in to get it at the PO  and quoted FedEx policy on return smartpost  policy , they did not care and would not call up FedEx . I paid for it.   Ebay did give me credit on postage due  I paid out . And  the buyer paid  up for return cost to get and Orginal shipping lost for not having  updated his address  .    You have to be a bulldog for rights .   

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If I'm reading that correctly, and you were charged postage due for a refused Smartpost shipment, you are wrong.

It's clearly stated right in the third paragraph of the Smartpost Terms and Conditions:

3.  Any U.S. package that is deemed undeliverable or refused will be the  
responsibility of the Customer. For USPS delivered shipments, FedEx offers 
the following Ancillary Service “Endorsements,” which the Customer can 
utilize to instruct the USPS on disposition of packages that are undeliverable 
or refused: Return Service Requested, Forward Service Requested, Address 
Service Requested, Change Service Requested and Address Change Service. 
The Customer shall pay any and all applicable postage due resulting from the 
use of such Endorsements. FedEx reserves the right to add, delete or change 
the Endorsements.

I have no idea where you got "quoted FedEx policy on return smartpost  policy , they did not care and would not call up FedEx . I paid for it" or what that is supposed to mean.

Smartpost does not include return shipping (nor does regular USPS Parcel Select.) Returned pkgs are charged the appropriate USPS Parcel Select rate for the weight and returned postage due to the sender (and may also include a $3 USPS PS return surcharge)