Zee
(@doublezed2)
Hello mindykatzen,
Thank you for contacting WooCommerce support.
I understand that you are facing unexpected extra charges for shipping and want to confirm if the correct dimensions and weight were sent to the shipper.
With which orders does this happen? I want to determine the weight range where you see these issues. Could you please share screenshots of the messages you receive indicating the size may have been entered wrong? You may use https://snipboard.io to upload images and share links here.
Once I have more information, I will be in a better position to assist you further.
Best regards.
We just got two more notices that more is being charged.
The email link sends me to here https://woocommerce.com/document/shipping-adjustment-fees/ that has this information. I bolded the part that applies. It’s the entire box size and weight that is entered.
“What can I do to avoid adjustments?
Making sure the information that you provided when purchasing a label is accurate, can help avoid adjustments. Here are a few things you can do:
- Measure and weigh your packages carefully. Use a postage scale and round up fractional ounces to the next ounce.
- 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.
- Carrier uses dimensional rates 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. “
Hi @mindykatzen,
Thanks for following up and sharing the extra context, including the WooCommerce documentation link. I understand how frustrating it must be to receive adjustment charges, especially when you’re confident that weights and dimensions are entered correctly.
To confirm what data was sent to the shipping carrier through the WooCommerce Shipping plugin, here’s what you can do:
- Check the order’s shipping label details: When you purchase a label via WooCommerce Shipping (powered by USPS or DHL), the weight and dimensions used for that shipment are typically stored in the order notes or meta data. Go to WooCommerce > Orders, open the affected order, and look for a note that shows the package weight and dimensions used to purchase the label.
- Review the label purchase info: In the order screen, you’ll also see a section under “Shipment Tracking” or “Shipping Label” that includes tracking info and shipment details. Click View Label Details (if available) to see the actual weight and dimensions submitted to the carrier.
- Use WooCommerce Shipping debug mode (optional): If you’d like to dig deeper or proactively track future adjustments, you can enable debug logging for shipping via WooCommerce > Settings > Shipping > WooCommerce Shipping. This doesn’t retroactively show label info but will help capture future submissions to the carrier, including exact data used.
- Check product-level weights and dimensions: You can confirm each product’s set dimensions and weight in the Product Data > Shipping tab when editing a product in the dashboard. Ensure that these values are accurate, as WooCommerce calculates the total package data based on the products included.
If you’re consistently seeing discrepancies with the same box sizes, it may also help to set up and use Saved Packages under WooCommerce Shipping settings. This ensures the same dimensional data is applied every time without needing to manually re-enter it.
Thank you for your time. Here are the results of your suggestions.
I checked 10 shipped orders and …
- Check the order’s shipping label details.
None have the dims in the order notes.
- Review the label purchase info. I do not see “View Label Details”. I clicked everything possible and do not see the dims used.
- Use WooCommerce Shipping debug mode (optional). There is no choice to debug on that screen. There is
- Check product-level weights and dimensions … in the Product Data > Shipping tab. We rely on manually entering the dims when the label is purchased. We do not use that because most of the shipments have more than one item in a box and sometimes have to use more than one box with 1+ items. We ship live plants and the sizes and weights can vary depending on the month.
If you can tell me what table in the database and the field value to find the dims, I’ll look there. But as far as I can tell, what we enter are not saved.
Or, send a hook to use and I’ll enter the code to save the dims.
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This reply was modified 1 year, 1 month ago by
mindykatzen.
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This reply was modified 1 year, 1 month ago by mindykatzen.
Hi @mindykatzen,
Thank you for the clarification and for bringing this to our attention. Since the issue appears to be related to billing and involves charges from our partners while using our plugins, it would be best to create a support ticket directly through WooCommerce.com.
This way, our support engineers can review the situation in more detail and guide you to the appropriate team for assistance.
You can submit a ticket here: https://woocommerce.com/my-account/create-a-ticket/
If you can provide where in the database the dimensions are stored, we can double-check rates to ensure they are or are not correct.
Are you saying that the dims should be stored or are not stored?
Hi @mindykatzen,
Shipping charges are calculated via API based on the size and weight you enter. These details are sent through the API, which then determines the charge. The only likely issue would be if there’s an error in the API response.
If you’re using custom packaging, please ensure your saved packaging templates are set up correctly and that you’re using the appropriate dimensions as outlined here: WooCommerce Shipping Docs.
To help you further, we recommend that you contact us anytime you notice an unfair adjustment fee. Please include a screenshot of the charge and shipping label so we can investigate. It may also be helpful to check if a specific box or product is consistently triggering adjustments.
You can find more information on how to avoid adjustment fees here: Avoiding Adjustment Fees.
The best approach is to review each adjustment case individually to determine whether the fee is valid or due to an error.
For specific cases, you can open a support ticket via woocommerce.com, where the team can take a closer look and verify the charges.
I don’t think that you understand. Without the dimensions and weight saved, we cannot dispute the charges. We’ve been shipping for over 50 years and haven’t had this until we upgraded the old site to Woo.
Are they stored someplace else outside our Woo admin interface and the billing at WP? The invoices do not show the dims/wt.
Hi @mindykatzen,
Thanks for reaching out and for the follow-up.
I understand your concern, but just to clarify—disputing a shipping charge doesn’t require the original weight and dimensions saved in WooCommerce. The shipping rate is calculated based on the package data you submitted at checkout, but any adjustment is made later by the carrier after they verify the actual parcel.
To dispute the charge, what you’ll need is the adjustment ID. You can request that by opening a ticket with us here: https://woocommerce.com/my-account/create-a-ticket/
And here’s a step-by-step guide on how the dispute process works: https://woocommerce.com/document/shipping-adjustment-fees/#disputing-an-adjustment
Let us know if you need help with anything else!
