Why has the cost of my parcel been adjusted

Sometimes a parcel can be unintentionally booked as a smaller size than it actually is. 

We’ve found this happens most often when there’s been a miscalculation of volume (when you’re selecting the size of your parcel, you need to be under both the weight and the volume limits for each size) and outer packaging also contributes to the total dimensions.

This article will explain what adjustment charges are, how they’re calculated and how to avoid them in the future.

Adjusted costs

If you have noticed an adjustment charge message on your Sendle order or on your invoice, it’s usually because the parcel was booked at a smaller size than it was measured at the depot. It’s important to keep in mind that the machines measure the size of the parcel in its entirety – the weight as well as the outer packaging dimensions. 

The adjustment is just changing the booking to the correct size and weight break, and the cost is simply the difference between those breaks (as long as the adjusted size is still within our maximum weight and size limits).

However, if a package is booked at a smaller size than it measures at the depot and it’s found to be oversized, then an oversized fee may be added to the total cost of the order.

You can find a detailed breakdown of any adjustment charges in the CSV download in your Sendle invoice. Adjustment charges may be applied to invoices up to 60 days after an order is completed.


How adjustment charges are applied:

  1. Once parcels are picked up, they go through either an automated dimension and weight measuring machine or a manual check to confirm the parcel’s exact volume and weight. The machine will take into account the weight of the parcel, as well as the total dimensions of the packaging it’s in (so make sure you’re using the smallest packaging size you can for the contents).
  2. This information comes through to Sendle and if the size is larger than what was originally booked, then the cost is adjusted to reflect the measured size and weight of the parcel.
  3. You’ll be charged the difference (in addition to your original booking), and if it’s oversized a penalty fee may be added. 
  4. The price adjustment will be shown on the parcel’s tracking page and on your invoice. Remember, adjustment charges may be applied to invoices up to 60 days after an order is completed.

In the case of a parcel measuring above our maximum size and weight limit (20kg and/or 100L), you’ll be charged a penalty cost. The penalty cost takes into account a number of factors, like distance traveled, pickup and delivery locations, and how much the parcel is over the limit. 

Here’s an example: 

Say you selected the Shoebox size (max weight 3kg and max volume 20L) for a parcel.

But when the parcel is picked up and scanned by the machine, we get a report that shows the parcel was actually 3kg and 23L in volume (which is higher than the Shoebox volume allowance).

Because the volume was higher, the system will push the parcel into the ‘Briefcase’ size and into the Briefcase price bracket.

Therefore, you’ll see an adjustment charge for that order. This is simply a price adjustment to cover the difference in price brackets.

You can see the detailed breakdown in the parcel's order page or in your invoice CSV download.

If you believe the adjustment has been made in error, we recommend you reach out to our support team. Just make sure you include any relevant information like parcel weight and dimensions, or even photos (if you have them). We can then follow it up with our delivery provider, who will verify this information with photos from the scanning machines.

How to avoid the cost adjustment in the future

When you’re booking your next parcel, choose a size that fits both the weight and volume under the limit. 

If a parcel has been over-stuffed or not packaged quite right, it can add extra dimensions and volume to the parcel – which means there often needs to be an adjustment made to the booking.

Make sure you don’t use carrier-branded packaging to avoid additional costs as well!

And keep in mind: If you’re sending anything ‘Handbag’ size or larger in a bag, use the smallest packaging (or tape down excess space) to avoid paying for unused volume. 

But if you don’t have time for maths, our order form makes it super easy (and quick). Just put in your parcel’s total dimensions into custom sizes (once it’s in the packaging), and it’ll help you determine the correct size to book.

Get instant support with the Sendle Toolbox

If something goes wrong with your delivery or you need to make a change to your order, use the tools in the Manage Parcel section on the parcel tracking page.

Access Support Tools
You will need your Sendle reference number
to access your parcel's tracking page.

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