This guide applies to Sellers based in the United States only.
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 chargeback. These will not show in Veeqo.
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), as well as the collection and delivery addresses at the time of purchase. After collection, carriers verify if these details match the package, or if the delivery requires additional services for that shipping method. Carriers may adjust costs by charging more or offering a refund of the amount. This is known as a ‘shipping label adjustment’ or ‘chargeback’. Chargebacks do not impact the delivery speed of your chosen service.
Important: Chargebacks come from the carriers directly and are not determined by Veeqo or Amazon.
There are 5 main reasons you may receive a chargeback. These are detailed on the Amazon Seller Central guide here, but can be summarised as follows:
Incorrect weight, dimensions, or both
The delivery/return address is incorrect or invalid.
The product being shipped does not qualify for that service. This can be due to:
The item being too large for that service
The service is only eligible for certain product types e.g. books or media
Differences between Amazon Buy Shipping and Carrier Rates
Manual Audit surcharge
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 → View all transactions).
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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:
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.
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 in your transactions page (Settings → Billing & Transactions → View all 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 with the information below so this can be raised with the carrier.
Important: whilst our Support team can liaise on your behalf the final decision is up to the carrier.
To file a dispute, you will need to provide:
Confirmation of the charge you are disputing, stating the amount
Why you believe the charge to be incorrect
Photographic evidence for the charge being incorrect e.g. for an incorrect shipping dimensions charge, a photo of the item in the packaging being measured/weighed will be required
Note: these requirements are set by the carriers and disputes cannot be submitted without the above information
If your dispute is approved, the refund will be handled accordingly to the carrier. Typically, credit is sent directly to you via your Veeqo payment method. This will appear in your transaction report as ‘refunded’.
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
Important: If your package is found to exceed the limitations of the service you selected, you may be re-charged at a much higher, standard rate.
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.