Shipping Adjustments

[bombergold]

We have been Ebaying for over 20 years, so weighing and measuring are routine.  Regardless of the fractional  measurement, always round up-I get it.

We occasionally get hit with shipping adjustments resulting from gross miscalculations of shipping specifics.  Sometimes the adjustment alone is more than the item cost itself.  For example, a single golf club that weighed 2 lbs shipped (some clubs weigh 3, but 2 is common), resulting in an adjustment saying that it weighed 19 lbs.  Literally impossible.  When we contact eBay, we're told they'll reach out to the carrier and we should expect a response within two weeks.  To date, we’ve never received a resolution or compensation for these clear mistakes.

So, here are my questions:

What is the most effective way to report such discrepancies (e.g., who to contact, what department)?   What documentation or evidence is most helpful in substantiating our claim—beyond just common sense??

[bombergold]

Here is the title of the email from eBay notifying you of such adjustments.  Search your email, you may be surprised.

"John, there’s an update on your shipping labels"

[pls-consignments]

Was it a domestic USA shipped item? 

Who was the carrier?

What was the service you used?

[toysaver]

FedEx and UPS do not ship solely on actual weight and measurement of boxes like USPS.  They use dimensional weight so a 36"x 6" x 6" box that weighs 3 pounds has a dimensional weight of 10 pounds even if a scale registers 3 pounds.

FedEx - Dimensional Weight Calculator

[wastingtime101]

Hi @bombergold . Need to know if this was USPS, UPS or FedEx to help.

[bombergold]

Thanks for your replies.  Here is my feedback thus far.

1.  These are all domestic UPS and FedEx.  Haven't noticed any adjustments from USPS.

2. Regarding dimensional weight, we purchase all shipping labels from eBay using their shipping calculator.  Why doesn't the calculator take this into account so the buyer is charged accordingly and we pay properly?

Appreciate your help.

[wastingtime101]

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@bombergold wrote:

1.  These are all domestic UPS and FedEx.  Haven't noticed any adjustments from USPS.

2. Regarding dimensional weight, we purchase all shipping labels from eBay using their shipping calculator.  Why doesn't the calculator take this into account so the buyer is charged accordingly and we pay properly?

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Hi @bombergold . eBay's shipping calculator does factor in dimensional weight for all 3 carriers (UPS, FedEx and USPS), along with any surcharges for package size.

As long as you enter correct weight and dimensions, a correct rate will be charged - however - nonstandard packaging is not accounted for with eBay's shipping calculator. So if you ship in a tube, for example, that will incur a cost adjustment after the fact.

Because these are UPS and FedEx, we'll need more info to see the exact reason for the cost adjustments. More often than not, surcharges are for "additional handling" - although sometimes they are for weight/dimensions. If you ship in a box and the package gets skewed, that can affect dimensions and result in a legit cost adjustment. If your package piggybacks with another, that can result in an erroneous cost adjustment which can be appealed.

In order to help you determine if your charge was legit or in error (and how to appeal), view the label details and expand the section on the bottom right that says see cost breakdown (highlighted below in green). Black out order #, tracking #, and buyer ID and post a screenshot.

Please also provide a physical description of the package (box, bag, tube, box with handle, etc).

Read more in the FedEx Guide - start on page 126:

https://www.fedex.com/content/dam/fedex/us-united-states/services/Service_Guide_2025.pdf

Read more in the UPS Guide - start on page 143:

https://www.ups.com/assets/resources/webcontent/en_US/retail_rates.pdf

You can find guides for all carriers on eBay Seller Center under "preventing shipping label price adjustments."

https://www.ebay.com/sellercenter/shipping/preparing-your-shipment/packaging-and-measuring

[bombergold]

Ok.  These are tubes (posters), long golf boxes (40x4x4 to 48x12x12), and some poly bags.  Some of the golf boxes may have been cut down to length, so they may not be exactly square on one end, but pretty close.  There is a check box to indicate irregular package on the eBay listing page, but it doesn't change the calculated shipping estimate.  

I read pg. 126 of the FedEx document you linked  and it specifically says that tubes and poly bags over 18 in. may incur surcharges.  I never know these were issues.  I also suppose we will stop cutting down golf boxes as I couldn't find any other reason why they would incur a surcharge as long as they are not over 48 in.

This has been frustrating, but very helpful.  Any other suggestions?

Thanks.

[lakefor94]

@bombergold 

I see the most surcharge complaints from sellers shipping golf clubs and tubes. 

Weird that I ship verticle power distribution units weekly at say around ~74x6x6 or ~76x9x9 at 15-50 lbs or more and have never seen a surcharge (on those). Using UPS Ground only.  Buying labels thru eBay or Pirate Ship.

All are shipped in boxes I make by hand or telescoping boxes I get from uline. 

[redlinear]

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@bombergold wrote:

We have been Ebaying for over 20 years, so weighing and measuring are routine.  Regardless of the fractional  measurement, always round up-I get it.

We occasionally get hit with shipping adjustments resulting from gross miscalculations of shipping specifics.  Sometimes the adjustment alone is more than the item cost itself.  For example, a single golf club that weighed 2 lbs shipped (some clubs weigh 3, but 2 is common), resulting in an adjustment saying that it weighed 19 lbs.  Literally impossible.  When we contact eBay, we're told they'll reach out to the carrier and we should expect a response within two weeks.  To date, we’ve never received a resolution or compensation for these clear mistakes.

So, here are my questions:

What is the most effective way to report such discrepancies (e.g., who to contact, what department)?   What documentation or evidence is most helpful in substantiating our claim—beyond just common sense??

---

Since 1996, many years of which we averaged 800 packages a week.
What you are wanting to accomplish is not possible.

[theteamsetguy]

@toysaver ,

USPS in some cases will use dimensional weight also.

[wastingtime101]

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@bombergold wrote:

 These are tubes (posters), long golf boxes (40x4x4 to 48x12x12), and some poly bags.  Some of the golf boxes may have been cut down to length, so they may not be exactly square on one end, but pretty close.

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Alright - thanks for that info @bombergold . Chances are if you view the adjustments and expand the "see cost breakdown" section, you're seeing "additional handling" charges.

I forget the current FedEx surcharge for round tubes, but I think it's roughly $13-ish. You can check your recent adjustments to see, and you can add the amount as a handling cost on your tube listings if you plan to keep using FedEx. Or you can do what I do and put the tubes in boxes. It adds weight, but is generally less $ for the additional weight than for the nonstandard package surcharge.

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Poly bags will incur a nonstandard package surcharge if any of these 3 measurements are exceeded:

8 )  is encased in a soft-sided pack (e.g., courier packs, poly bags, and bubble mailers) that exceeds 18 inches along its longest side OR 13 inches along its second-longest side OR 5 inches in height;

If you're exceeding those dimensions, better to use a box than a polymailer if shipping FedEx. UPS also applies a surcharge for polymailers but I think their max dims are 18L or 14W or 6H.

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Don't know what the "golf boxes" are, but if they're kind of wonky on one end, that can cause issues. Measure before cutting and use a straight edge to make the new fold lines. Also make sure there's sufficient packaging to avoid the box skewing during transit. If it changes from a square end to a parallelogram end when another box lands on top of it, that can affect the width & height measurements, and therefore affect the rate.

Also, if 48"L you definitely want to cut down an inch or two to give yourself a cushion since 48" is max length before incurring another surcharge. If the lasers measure outer dimension at just over 48" a surcharge will be applied.

Keep in mind: measurements printed on boxes are generally inner dimensions, and carriers measure outer dimensions. Always measure your outer dimensions.

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@bombergold wrote:

There is a check box to indicate irregular package on the eBay listing page, but it doesn't change the calculated shipping estimate.  

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Yeah, unfortunately that box does nothing. Nothing at all.

Right now you're going to see those adjustments with both FedEx and UPS. It will be a bigger issue mid-July when USPS adds surcharges for round tubes, liquids, and other things. A lot of sellers use USPS to avoid the surcharges and will be hit with a nasty surprise if they don't keep up with shipping news.

My hope is for eBay to build out an ability to indicate package type so eBay can account for nonstandard packaging fees upfront instead of sellers facing cost adjustments after the fact. I've been pushing for that change for years.

[bombergold]

Thanks for the guidance @wastingtime101 and others.  We will make some adjustments to avoid/minimize this potential going forward.