This guide applies to Sellers based in the United States only.
What is a chargeback or billing adjustment?
When buying shipping labels in Veeqo, label cost is calculated based on the package details you enter on the orders page (weight and dimensions). After collection, carriers verify if these details match the package. If there’s a difference, carriers may adjust costs by charging more or offering a refund of the difference. This is known as a ‘shipping label adjustment’ or ‘chargeback’. Chargebacks do not impact the delivery speed of your chosen service.
For Sellers Using Their Own Carrier Accounts
If you buy shipping labels using your own carrier account (instead of Veeqo’s BuyShipping service), the carrier will bill you directly for any chargebacks. These will not show in Veeqo.
Types of Chargebacks
Types of Chargebacks
The table below lists the chargeback types, what the charges are for, and which carriers may implement these charges. If you are charged, these will appear next to the order in your transactions page (Settings > Billing > Transactions).
What You Will See | Description | Carriers which use these charges |
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| Exceeding carrier’s dimension/weight limits (Length, Width, Weight, Length+Girth) | All Carriers |
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| Delivery Area Surcharge for specific Zip codes |
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How do adjustments work?
How do adjustments work?
If a carrier discovers that the package details entered in Veeqo are incorrect, they will carry out a billing adjustment. This will be in the form of:
A Chargeback: If your package falls under any of the chargeback types mentioned in the chargeback table, carriers will report this to Veeqo. Adjustments will be added as an additional charge to your next billing cycle, and typically appear within 60 days of label purchase. Adjustments can be viewed in your Veeqo ‘transactions’ page, next to the order for which the charge occurred. Charges come directly from carriers, not Veeqo or Amazon.
A Refund: Carriers may issue a partial refund if the details you entered meant you overpaid for a label. In this case, the refunded amount will be credited directly to your card.
All carrier adjustments can be viewed via ‘Settings’ → ‘’Billing & Transactions’ → ‘View transactions’.
You can also download a report if you wish by clicking ‘export’ on this page.
Raising a Dispute
Raising a Dispute
If you believe a chargeback was incorrect and wish to dispute it, please contact the support team who can verify the charge with the carrier. Please note that whilst our support team can liaise on your behalf the final decision is up to the carrier.
If your dispute is approved, the refund will be handled accordingly to the carrier through either of the following:
Automatic refund: Credit is sent directly to Veeqo. This will appear in your transaction report as ‘refunded’ or will be reflected by an adjustment to your Veeqo balance.
Manual refund: Veeqo issues a direct refund to your credit card. This will appear ‘refunded’ in your transaction report.
Note: Carrier adjustments are not eligible for Veeqo credits.
Best Practices to Avoid Billing Adjustments
Best Practices to Avoid Billing Adjustments
To prevent carrier adjustments:
Ensure accurate weights and dimensions are entered when purchasing a label
Consider dimensional weight when calculating shipping costs
Always round up weight and dimensions to the nearest whole number
Check the following pages for more information on how carriers calculate charges and how to avoid them:
UPS: How to Avoid Shipping Charge Corrections
USPS: Tips to Avoid Postage Fee Differences
FAQs
FAQs
Why was I charged for a return shipment when there was no carrier adjustment originally?
Return shipments may lead to carrier adjustment chargebacks even if the original shipment didn’t have any. This typically happens because customers have repacked items differently. Therefore, it is advised that clear return instructions are included to avoid unexpected charges.