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 follow the carrier’s instructions below. For example, rounding 4.9 inches up to the next whole inch gives 5 inches.
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 dimensional-weight guidance: For Priority Mail Express, Priority Mail, USPS Ground Advantage, and Parcel Select, round each dimension up to the next whole inch when calculating dimensional weight.
- FedEx measuring guidance: Round each dimension up to the next whole inch/cm whenever the measurement exceeds a whole number by any amount.
- DHL Express dimensional weight guidance: Multiply length × width × height in inches and divide by 139 to calculate dimensional weight in pounds. Compare the result with the actual weight; DHL uses the greater weight.

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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This section is for disputing an additional shipping adjustment charge. For an unused label, a lost or damaged shipment, or a returned package and postage-refund request, see the relevant section of the WooCommerce Shipping guide.

The adjustment dispute process varies by carrier:

USPS: Contact Woo support with the tracking number and adjustment details. The dispute process depends on the label, and we’ll help identify the applicable next step.
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 Woo support if you have a question about an adjustment. Include the tracking number, why you think the adjustment is incorrect, the package dimensions and total weight, and any supporting photos. We’ll review the information and follow up with you.
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.