How to file for a shipping fee re-evaluation?

5.3K• Published on December 27, 2022

File for the re-evaluation of your overcharged fee due to wrong weight adjustment.

	What is wrong weight adjustment?
	For what reason can I file for shipping fee dispute?
	How to file a shipping fee dispute?
	Reminders

When do you get charged with wrong?

This is charged because of undersized parcels (i.e., stated dimension and/or weight in Seller Center is less than actual dimension and/or weight as measured by Lazada)

If you declare a correct dimension and/or weight in Seller Center, and you disagree with the measurement by Lazada. With the “Wrong Weight Adjustment” charges, you can file a shipping fee dispute claim as long as you have a valid proof that you can provide to support your dispute.

Please take note that the claim will undergo investigation and still subject for approval.

To file a shipping fee dispute, follow the steps below:

	Open the Online Form. From the bottom page of the Help Center, click the Form in the Still need help section.

	In the Online Form, select the Claims – Filling of Claims / Disputes from the dropdown list.

	Select Shipping fee as your claim type, Incorrect package weight/dimension as your claim reason, provide the email address where we will send the update of your claim.

	Download the excel template and fill it out by providing the Order ID and Item ID that you want to file. Then, upload the template.

	Click Submit.

Please take note of the following reminders:

	In filling up the Shipping Fee Dispute excel template: Please ensure that the format submitted is NOT in exponential format. (e.g. Order Id and Item Id must be presented as 12345678901 NOT 1.23E+10) Please refrain from changing the cell format of the template (see instruction below on how to properly copy-paste order number and item id into the upload file)

	During the investigation, the Claims Team might ask photos of the actual measurement of the parcel after it was placed in the Lazada pouch or in the box. This is part of our validation process, to confirm if the declared dimension on your Seller Center, is equal to the actual parcel measurement. This will also be used to compare it with the warehouse measurement.
	Please provide the length, width, height, and weight. See the figure below:
	You can file a dispute within 30 days from the delivered date of the order. The validation of successfully submitted shipping fee dispute claims may take 7-10 working days.

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