UPS Adjustment 183 lbs
I sent an order to the customer (a mattress topper) via USPS using a label purchased through Seller Central. I am providing the package details below: Dimensions (LxWxH): 19.0 x 11.0 x 9.0 inches
Weight: 14.0 pounds
Shipping cost: $14.74 USD
The customer returned their order using the UPS return label provided by Amazon. After the return delivery, UPS adjusted the package dimensions and weight as follows: 66.0 x 16.0 x 24.0 inches
183 pounds
Due to this adjustment, $316.07 USD was deducted from my Seller Central account. However, UPS also provided a delivery confirmation photo that shows the same mattress topper weighing 14.0 pounds when it arrived at the customer.
I believe this adjustment was made in error because:
The initial package dimensions and weight sent via USPS were not altered by the carrier, so its actual weight is 14 pounds, with dimensions of 19.0 x 11.0 x 9.0 inches.
There is photographic evidence from UPS that clearly shows the mattress topper on delivery.
It is possible that the customer did not repack the item as carefully, making it slightly larger than the original dimensions, but that would not increase the weight of the item from 14 lbs to 183 lbs.
How can I dispute this adjustment?
UPS Adjustment 183 lbs
I sent an order to the customer (a mattress topper) via USPS using a label purchased through Seller Central. I am providing the package details below: Dimensions (LxWxH): 19.0 x 11.0 x 9.0 inches
Weight: 14.0 pounds
Shipping cost: $14.74 USD
The customer returned their order using the UPS return label provided by Amazon. After the return delivery, UPS adjusted the package dimensions and weight as follows: 66.0 x 16.0 x 24.0 inches
183 pounds
Due to this adjustment, $316.07 USD was deducted from my Seller Central account. However, UPS also provided a delivery confirmation photo that shows the same mattress topper weighing 14.0 pounds when it arrived at the customer.
I believe this adjustment was made in error because:
The initial package dimensions and weight sent via USPS were not altered by the carrier, so its actual weight is 14 pounds, with dimensions of 19.0 x 11.0 x 9.0 inches.
There is photographic evidence from UPS that clearly shows the mattress topper on delivery.
It is possible that the customer did not repack the item as carefully, making it slightly larger than the original dimensions, but that would not increase the weight of the item from 14 lbs to 183 lbs.
How can I dispute this adjustment?
17 respuestas
Seller_DdmPiA1p1S2Wu
The 183 lbs is dimensional weight, not actual weight. If they actually sent it back as 66x16x24, that is quite large and would certainly result in the result you got unfortunately.
Roberto_Amazon
Hello! @Seller_WDyjiKXngKLIe
Thank you for using the Forums. As mentioned by @Seller_DdmPiA1p1S2Wu carrier adjustments from UPS use the greater of the actual weight or dimensional weight as outlined here: Carrier shipping correction charges. This seems to be the result of the customer sending the product back in a larger package than originally reported.
If you believe that the dispute is still valid, please reach out to our Seller Support team for further investigation.
Regards,
Roberto
Seller_1Raegj7Zw0G2C
I understand your situation, as I’ve experienced similar issues with my own UPS account multiple times. With your personal UPS account, you have the option to dispute charges since you can refuse to pay the invoice. However, if it’s Amazon’s UPS account, you won’t have the ability to dispute.
Did you take a photo of the return package? Measure it and share the evidence in this forum—perhaps the moderators can assist you.
Roberto_Amazon
@Seller_WDyjiKXngKLIe
Hello! Apologies for not updating this earlier, this has been discussed between several teams and I have been struggling to get the attention it needs. Once I have an answer, I will let you know.
Thanks for the patience.
Roberto_Amazon
@Seller_WDyjiKXngKLIe Hello there! I wanted to check in to give you the latest update, we have sent a formal request to UPS to evaluate a refund for this. This will now be UPS's decision, once we have a response, we will inform you in this thread.
Regards,
Roberto_Amazon
Hello! @Seller_WDyjiKXngKLIe
Thank you for waiting. I have been working extensively with our partner team to dispute this charge, we even raised a dispute directly with the carrier.
We have received a response from the carrier, and they are unable to adjust the charges as they are valid according to their policies. Unfortunately, we do not have a path forward to appeal this, I am sorry we couldn't provide you with a different outcome.
Thank you for your understanding,
