Why was I charged a weight or dimensions surcharge?
The courier weighs and measures every parcel at the depot. If it is heavier or larger than declared, beyond a small per-parcel leeway, the difference is charged. The price runs on chargeable weight, the greater of actual and volumetric weight; see the volumetric weight calculator.
Where to see it: My Surcharges in your account lists each surcharge with the declared and the measured figures, the amount and its status.
How it is charged
- The amount is taken from your Ecoparcel balance.
- If the balance does not cover it, the balance goes negative and the remainder is charged to the payment method on file.
- No new orders can be placed while the balance is negative.
How to dispute it
- Open the surcharge in My Surcharges and choose Dispute, or open the order and choose Manage Order, Dispute Surcharge.
- Attach a photo of the packed parcel on a scale showing the weight, or a measurement of its dimensions with the packaging.
- We check your evidence against the courier's audit record and answer within one business day. A surcharge shown as Disputed is not collected until the answer.
To avoid a surcharge, weigh and measure the parcel with its packaging before booking, and round up.