.png?width=429&height=130&name=04a095e4-78b0-4e69-870a-b7fd10d1b612%20(1).png)
How to Dispute an Adjustment Charge
How to Dispute an Adjustment Charge
If you believe an adjustment charge was applied incorrectly to your shipment, you can ask ShipTime to review the charge and determine whether it can be disputed with the carrier.
A dispute does not guarantee a refund. Adjustment charges are generally based on information provided by the carrier after the shipment has moved through its network, and the carrier will make the final determination on an eligible dispute.
What is an adjustment charge?
An adjustment charge is an additional amount applied after a shipment has been processed when the carrier determines that the final shipment details or services differ from the information used to calculate the original rate.
Common examples include:
- weight or dimension corrections
- dimensional or billable weight changes
- address corrections
- residential delivery charges
- additional or special handling
- delivery-area or remote-area surcharges
- return-to-sender charges
- other carrier-assessed accessorial fees
For more information about transportation adjustments, see What Does “Base & Fuel” Mean on My ShipTime Invoice?
How do I dispute an adjustment?
Contact our Heroic Support™ team and provide:
- your ShipID
- the tracking number, if available
- the adjustment amount or charge being disputed
- a brief explanation of why you believe the charge is incorrect
- any supporting documentation that may help verify the original shipment details
What supporting documentation may be required?
The information required depends on the type of adjustment.
For example, a weight or dimension dispute may require evidence showing the package’s actual measurements or weight.
Useful documentation can include:
- photos showing the package dimensions
- photos showing the package on a scale
- product or packaging specifications
- shipment documents
- other information requested by ShipTime or the carrier
Providing clear supporting documentation can help the carrier review the dispute.
What happens after I submit a dispute?
ShipTime will review the information provided and, when appropriate, submit the dispute to the carrier.
The carrier may:
- approve the dispute
- deny the dispute
- request additional documentation or information
Carrier review times can vary depending on the type of adjustment and the information required.
If the dispute is approved and a credit is issued by the carrier, the applicable adjustment will be credited back according to ShipTime’s billing process.
What if the adjustment is valid?
If the carrier confirms that the adjustment was correctly assessed, the charge will remain on the account.
To help reduce future adjustments, make sure shipment details such as weight, dimensions, package type, address information, and residential status are entered accurately when creating the shipment.
Need help reviewing an adjustment?
If you are unsure why an adjustment was applied or whether it may be eligible for dispute, contact our Heroic Support™ team with your ShipID and adjustment details and we can review it with you.