How Can I Raise a Weight Dispute?

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If I Do Not Agree With the Charged Weight in the Invoice, What to Do Next?

After pickup when your order reaches a carrier’s hub it is scanned for its weight and dimensions for verification. If your order’s declared weight and dimensions do not match then carrier will charge as per their captured weight and dimensions and will be invoiced to you on the basis of the same.

If you do not agree with the carrier’s audited weight and dimensions you can contest them by raising weight dispute by providing the evidence to support your claim.

There are two ways to raise a dispute:

  1. Before Billing: Before the billing, you will be informed about the captured weight by the carriers on a weekly basis. You will have the information about your shipment’s weight before the billing. In case you find any weight discrepancy, you can raise the same on the panel in the given timeline.

  2. After Billing: After the billing, you can refer the final weight charged by the carriers on any shipment in the detailed invoice excel. In case you find any weight discrepancy, you can raise the same on the panel in the given timeline.

Note: Dispute rejected for any shipment in pre-billing reconcialliation will not be considered in the dispute raised after billing.

To make the weight dispute claim, you will need to provide the below mentioned details:

  • 3 images of the order package showing each side measured with a tape measure so we can clearly see the measurements point to point.
  • An image of the order package placed on a weighing scaling showing the weight.
  • The label needs to be visible in all the images to confirm the product description.

After we receive your submitted evidence, we will raise a query with the courier. If your weight dispute gets accepted by the carrier, we will issue a credit note for accepted additional charges by the carrier. In case the your dispute gets rejected you will be liable to pay the charges.

Note: Weight dispute has to be submitted on the panel itself, dispute escalated over call or email will not be considered.


How Can I Raise a Weight Dispute Before Billing?

Please follow the below mentioned steps to raise a weight dispute before billing

  1. Click on Weight Reconciliation to go to the reconciliation page.

  2. Click on Download button placed at the top right on the page.

  3. A sheet will be downloaded with all the details for your reference in which you will ONLY need to fill “claimed weight” in column J and save the sheet.

    Please Note: Claimed weight should be in kgs and it should be the volumetric weight or the dead weight, whichever is higher.

  4. Click on the Bulk Upload button to upload the sheet saved with the claimed weight.

    Please Note: The file to be uploaded must be in the same format as the file downloaded.

  5. After the file is successfully uploaded, you will be able to see the submitted AWBs in the Submitted tab

  6. You can upload the images as a proof against the disputed shipments from the Images tab. Please make sure to upload images with SKU/Product name for easy cross reference.

    Please Note: You can now upload all the product images at once instead of sharing it every month against each dispute. All the uploaded images will be considered while resolving the claimed weight dispute.

  7. After we receive your submitted dispute and relevant images, we will raise a query with the courier. The shipments against which the weight dispute gets accepted by the carrier, will show in the Accepted tab and the shipment for which dispute claims gets rejected, will show in the Rejected tab.


How Can I Raise a Weight Dispute After Billing?

Please follow the below mentioned steps to raise a weight dispute after billing

  1. Click on Billing

  2. Click on Dispute button showing on the invoice.

  3. Download sample excel sheet by clicking Excel Sample.

  4. Mention AWB and claimed weight (kgs) in respective columns in the upload sheet.
    • Column A “AWB” – Disputed AWBs
    • Column B “Weight” – Claimed weight of the shipment (Dead weight or Volumetric weight of the shipment whichever is higher)
  5. Upload the sheet by clicking “Choose File”.

  6. Upload total 4 images per order package, 3 images of the order package showing each side measured with a tape measure so we can clearly see the measurements point to point and an image of the order package placed on a weighing scaling showing the weight.

  7. Confirm the details in the preview.

  8. Click on “Submit” for final submission.

  9. Once your dispute is successfully registered, you will receive a confirmation email on your registered email id for the confirmation of the same and you would be able to see “Exist” button instead of “Dispute” button on the invoice.

  10. Click on the Exist button to view the disputes AWBs and their details.

Note: Weight dispute has to be submitted on the panel itself, dispute escalated over call or email will not be considered.


What is the Process of Weight Dispute Resolution?

In case you do not agree with the charged weight, you can raise a weight dispute from the Shyplite panel itself within 5 business working days from the date of the invoice generation.

Click Here to learn how to raise a weight dispute.

After we receive your submitted dispute along with the images as evidence, we will raise a query with the courier. If your weight dispute gets accepted by the carrier, we will issue a credit note for accepted additional charges by the carrier. In case the your dispute gets rejected you will be liable to pay the charges.

Note: Weight dispute has to be submitted on the panel itself, dispute escalated over call or email will not be considered.


Common Reasons for Weight Dispute Rejection

Please find below the reasons due to which a dispute might be rejected:

  • The images for weight verification has not been shared by you.
  • The images shared by the you are invalid.
  • Images provided by you did not match with the images shared by carrier.
  • Shipments are charged by the declared weight/volume of the order package.
  • Improper product description is provided by you during booking.
  • Incorrect weight claimed during the dispute escalation.
  • Incorrect weight declared at the time of booking.
  • Disputed order is a Multiple Packet Shipment (MPS).
  • Multiple quantity shipments have higher chances of rejection.

  • Declared Weight: It is the weight that you enter while booking an order on Shyplite panel.

  • Volumetric Weight: It is a weight calculated based on the basis of dimensions (L, B, H) entered for a shipment in centimeters while booking an order. - For Air Mode, for weight in kg: LxBxH (in cms) / 5000 - For Lite and Surface Mode, for weight in kg: LxBxH (in cms) / 4000

  • Charged Weight: It is the weight which is charged by the carrier for your order.

  • Claimed Weight: It is the weight that you claim for your order in case it is charged higher in the invoice.

  • Dead Weight: It is the weight that indicates physical weight of a shipment and is measured by using a weighing machine.

  • Minimum Chargeable Weight: There is fixed minimim chargable weight for all the shipping modes: - For Air: 0.5 kg - For Lite-0.5 kg: 0.5 kg - For Lite-1kg: 1 kg - For Lite-2kg: 2 kg - For Surface-5kg: 5 kg - For Surface-10kg: 10 kg


Tips to Reduce Weight Dispute

Here are some tips that can help you reduce the chances of weight dispute:

Proper Packaging:

  • Choose the package that fits the product perfectly.
  • Choose a light weight packaging material which can also withstand the product weight
  • Choose correct packaging material in reference to the product category

Accuracte Declaration of Weight and Dimensions: Make sure you accurately measure the dimensions of the package not just of the product and declare the weight (in kgs) and dimensions (in cms) correctly while booking.

Accuracte Product Description: Make sure you accurately declare the product name while booking an order.

If you have any questions that are not addressed, please feel free to reach Shyplite Support.