Track and manage your shipping weight discrepancies

Track and manage your shipping weight discrepancies

When shipping products, ensuring accurate measurements is crucial for a seamless delivery process. Weight discrepancy occurs when there is a variance between the weight recorded by you and the weight measured by our courier partner during the shipping process.

In this article, you will learn,

Understanding weight discrepancy

Eshopbox validates the weight and dimensions of the order provided from your end at the time of order processing with that provided by the courier partner.

If any variance is detected, it is reported to you as well as to the courier partner with the required information. You can verify the reported discrepancies and raise a dispute if needed. Learn here how to report and resolve a weight dispute.

Eshopbox will notify you via email whenever a new dispute is raised, won or lost. You can manage these notifications from your workspace. Learn here how to manage workspace notifications.

Tracking weight discrepancy and disputes

You can keep track of the weight discrepancies reported, if any, from your Eshopbox workspace. To do so, you need to follow the below-given steps:

  • Step 1: Log in to your Eshopbox workspace.

  • Step 2: From the header, navigate to Claims > Weight Discrepancy.

  • Step 3: You will be redirected to the Weight Discrepancy page. You can view all the reported discrepancies here.

  • Step 4: You can view the below details for any weight discrepancy.

    • Summary of all the discrepancies, consisting of active, charged and not charged weight discrepancies.

    • Filters for date range and status.

    • Tracking ID

    • Eligibility for Eshopbox Weight Overcharge Protection Program: Any weight discrepancy which is eligible for the Eshopbox weight overcharge protection program will be highlighted as below. Learn here more about Eshopbox weight overcharge protection program.

    • Created on: Date on which the weight discrepancy was reported.

    • Excess weight: Difference between the weight confirmed by you and the courier partner.

    • Excess charges: Shipping amount applicable on the excess weight.

    • Evidence by courier: Evidence provided by the courier partner for the order.

    • Evidence by you: Evidence submitted from your end while raising a dispute.

    • Status: A reported weight discrepancy can be in any of the below statuses:

      • New: When a new weight discrepancy is reported and you need to take action on it.

      • Processing: When you have raised a dispute against a discrepancy and it is under investigation.

      • Disputed: When the dispute is raised to the courier partner by Eshopbox.

      • Dropped: When you accept a weight discrepancy or no action is taken on a discrepancy within 7 days of being reported.

      • Won: When you have won a dispute.

      • Lost: When you lose a dispute.

Reporting and resolving a weight dispute

Once Eshopbox reports a weight discrepancy, you need to either accept it or file a dispute within 7 days.

To take action on a reported discrepancy, you need to follow the below-given steps:

  • Step 1: Log in to your Eshopbox workspace.

  • Step 2: From the header, navigate to Claims > Weight Discrepancy.

  • Step 3: You will be redirected to the Weight Discrepancy page. All the weight discrepancies on which you need to take action will appear under the New status tab.

  • Step 4: You can view the details of the discrepancy by clicking on the three dots > View details.

    If you have configured the product incorrectly or the packaging used was different, then you need to accept the discrepancy. To do so, click on Accept.

    A pop-up will open showing the excess shipping amount that will be charged. Click on Accept. The discrepancy will be accepted and marked as Not disputed.

    Note: You have 7 days to raise a dispute for the discrepancy reported by Eshopbox. If no dispute is raised within 7 days, Eshopbox will move it to Not Disputed status, and the excess shipping amount will be charged.

  • Step 5: If you have configured the product correctly and the packaging used was the same as that recommended, you can raise a dispute to Eshopbox. To do so, you need to follow the below-given steps:

    • Click on Raise Dispute. You will be redirected to the Raise dispute page.

      • Select how you would like to raise a dispute:

        • By uploading the shipment images: Upload shipment images showing,

          • Package with label: The shipping label should be clearly visible on the package.

          • Package length, breadth and height: The image should show the package length, breadth and height using a measuring scale or a sorter image.

          • Packaging on weighing scale: The image should show the order weight on the weighing scale or a sorter image.

          • Additional proof (Optional) such as Order processing footage.

        Make sure that all the images uploaded

        • Have a clearly visible shipping label.

        • Not blurry.

        • Belongs to the order for which the dispute is raised.

        • Remarks (Optional)

        Note: If the images uploaded are not as per the guidelines, Eshopbox will reject the dispute.

    • By verifying product and packaging: If you do not wish to upload the shipment images, you can verify all the products and packaging for which verification is pending. Once the verification is done, you can raise a dispute.

  • Step 6: Click on Dispute. A dispute will be raised and the status will be updated as Processing.

Resolving a raised dispute

Once a dispute is raised,

  • Eshopbox will validate the shared proofs. If the shared proofs are not as per the above guidelines, Eshopbox will reject the dispute.

  • If the shared proofs are as per the guidelines, Eshopbox will further escalate the dispute to the courier partner for resolution. It may take 10-15 days for Eshopbox to complete the investigation.

  • Based on the investigation, Eshopbox will accept or reject the dispute.

    • If the dispute is accepted, its status will be updated as Won. Eshopbox will not be charged of the excess shipping amount.

    • If the dispute is rejected, its status will be updated as Lost. Eshopbox will provide you with the rejection reason along with the proof.

If you are not satisfied with the rejection reason and proof shared by Eshopbox for any Lost dispute, you can escalate it. To do so, you need to follow the below-given steps:

  • Step 1: Navigate to the dispute marked as Lost and click on Escalate.

  • Step 2: A side view will open, allowing you to find the reason for the dispute's rejection. Enter the remarks and additional proof and click on Escalate.

    The dispute will be sent to Eshopbox for re-verification. Eshopbox will validate the shared proofs and investigate further.

    Note: You can escalate a lost dispute only once.

FAQs

What will happen if you don't take any action on the reported weight discrepancy?

If no action is taken on a reported weight discrepancy within 7 days, it will be automatically marked as Dropped. This means:

  • The discrepancy will no longer be eligible for dispute.

  • The additional charges based on the courier's reported weight will be applied.

  • The shipment dimensions and chargeable weight will be updated to match the courier's records.

To avoid this, we recommend reviewing and resolving discrepancies promptly.