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I have a customer complaint that she paid a certain amount for postage in the initial transaction and that when she went to pick the item up at the Post Office, they charged her an additional shipping fee more that the initial amount (domestic United States transaction). So she’s under the impression that she is more than double charged. She appears to be older and not tech savvy and unable to provide screenshots of her charges. I’m currently offering to refund her the additional shipping charge but, is this a thing that’s happening? How does this happen? I recently changed all my listings from free shipping to charging for shipping so I’m wondering if there are learning curves here for me.
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If the post office believes that postage is insufficient on a package, they will make the recipient pay to obtain it. This should not happen without an error on your part in creating the label or in entering the package information in the listing initially. If you changed nothing when you printed the label, then the error is probably in the listing. Occasionally the post office is wrong, but I’ve only had that happen with eBay Standard Envelope.
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Okay thanks. I think it’s likely I underestimated the book weight after being boxed up, like an additional $1.50 but not a whole $4.50. So does this mean her transaction will even out to show the initial shipping canceled and replaced by the new amount at the post office? Or was she actually double charged?
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I could imagine this happening if you had a package that was close to the limit for the next charging tier on either weight or size, but I have never had a situation where this has occurred. I have heard of aggressive offices that are really picky on size, but to double the price seems extreme and probably would only happen if your package went from under 1 cubic foot to over.
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@lukastresuretrove Yes, it was a book I shipped Media Mail. I do believe the charge I advertised it at was slightly less because I didn’t adequately take in shipping materials, but I am surprised by an entire double charge especially because it was a smaller book.
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And if the Post Office is charging the customer for an underpayment of postage, the buyer will be paying retail rates. Post office wont charge the cheaper rate online that we all use.
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Where did you buy your label? If you used ebay labels or pirate ship then the overage charge should have been charged directly back to you rather than COD for the buyer.
Maybe media mail is excluded?
Either way, it is important to ensure you have an accurate scale and you are putting accurate measurements/weights in the label purchase page.
Now the other issue that could have happened is that the post office inspected the item and deemed it not media mail. In that case they will charge you for retail service.
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