WooCommerce Shipping Adjustment Fees

This is a guide for shipping fee adjustments when using the WooCommerce Shipping extension.

Why was I charged/refunded an adjustment amount for a label I previously bought?

Carriers verify shipment information during the delivery process and compare the cost paid for the shipping label to the actual cost to ship the package. If the amount paid for the label is incorrect, it can result in an adjustment. If the carrier determines that the label postage was insufficient, an adjustment fee may be charged to cover the difference. Similarly, if the carrier determines that label cost was higher than the necessary postage, an adjustment may be processed to refund the overpaid amount.

Adjustments are good news for merchants and customers alike. This replaces the older system where some carriers would either return packages to merchants or require customers to pay postage due in order to receive their package. They’re now a standard industry practice.

There are a number of reasons that adjustment fees may be charged for a shipment. Some common examples include inaccurate information being entered for the package when creating the shipping label (such as under-reporting the total weight or dimensions), misrepresenting the package shape, fees related to the delivery location or address corrections, incorrect mail class or service being used, unpaid duties for cross-border shipments, and post-shipment changes (like re-routing to a different location, delivery holds, or package intercepts).

What can I do to avoid adjustments?

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The best way to prevent possible adjustment fees is to ensure that the package info that is entered during label creation is correct and accurate. Here are some specific things you can do:

Accurately measure your packages and round up to the nearest whole number. If a measurement is close to the next whole inch/cm, consider increasing the dimensions used enterd for the label to provide a larger cushion, such as rounding 4.9″ to 6″.
Accurately weigh your products and enter them in the product data meta box. WooCommerce Shipping uses this product weight to help you efficiently determine the overall weight of your package.
Carriers use dimensional rate calculations which may impact the cost of your shipment. Generally, this means that for packages with larger boxes that weigh very little, the carrier will charge based on the size of the box versus the weight.
Measure the length, width, and height at the package’s longest points, then follow the carrier’s instructions:
- UPS measuring guidance: Round each dimension up to the next whole inch. For example, enter 2 inches for a measurement between 1.01 and 1.99 inches.
- USPS measuring guidance: Round each dimension to the nearest whole inch before multiplying length × width × height.
- FedEx measuring guidance: Round each dimension up to the next whole inch/cm whenever the measurement exceeds a whole number by any amount.
- DHL measuring guidance: Multiply length × width × height, divide by 166 for inches or 6,000 for centimeters, then compare the dimensional weight with the actual weight. DHL uses the greater of the two.

Review your mail classes to make sure your shipment is classified properly. For example, if you’re using one of the flat rate Priority Mail boxes, make sure you select the appropriate flat rate service when purchasing postage for it.
Make sure you have the correct shipping origin and destination address.
Avoid unacceptable or undelivered scenarios as they could incur additional fees.
Properly declare Hazardous shipments.

Disputing an adjustment?

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The adjustment dispute process varies by carrier:

USPS: First, you will need to contact us to get the Adjustment ID (Revenue Assurance ID). Then, using that info and the tracking number (Intelligent Mail® Package Barcode), you can file a dispute by following these instructions on USPS.com. Once submitted, USPS will make a decision within 15 business days. If they decide in your favor, we will refund the Adjustment fee. (Note: You will need your own USPS.com account to file a dispute.)
UPS: Contact us and we will file the dispute on your behalf. Please include all relevant details such as the tracking number, package dimensions, total package weight, and include photographic proof of the dimensions (using a measuring tape) and weight (using a scale). If the dispute is approved by UPS, we will refund the Adjustment fee.
FedEx: Contact us and we will file the dispute on your behalf. Please include all relevant details such as the tracking number, dispute rationale, package dimensions, total package weight, and any supporting photos.
DHL: Contact us and we will file the dispute on your behalf. Please provide us with all relevant details such as the tracking number, package dimensions, total package weight, and include photographic proof of the dimension measurements (using a measuring tape) and the total weight (using a scale). If the dispute is approved by DHL, we will refund the Adjustment fee.