Overcharged Shipping Fee

06/24/2024

What is Overcharged Shipping fee

Overcharged shipping fee refers to the extra charge of shipping fee that will be paid by the sellers when the shipping fee charged by the logistics partner is HIGHER than the estimated shipping fees (based on the product information seller entered). This can occur due to:

Discrepancies in chargeable weight (whichever is higher between actual weight or volumetric weight).
Differences between the seller's declared pickup address and the actual pickup address recorded by the LSP.

The logistics service provider weighs the package and measures the dimension of the actually received parcel. If the weight and dimension that seller enters for a product listing differs from the actual measurement of the parcel measured by logistics service provider, the actual shipping fees the seller paid will be different from the estimated shipping fees (based on the product information seller entered).

In cases where the LSP's chargeable weight is less than the seller's chargeable weight, the platform will use the seller's chargeable weight as the basis for shipping fee calculation. In such instances, there will be no overcharge, which means no fee difference will be refunded to the seller.

How does this overcharged shipping fee issue happen?

The difference between the shipping fee charged by the logistics partner and the shipping fee calculated by the seller could be due to:

Incorrect product details: If a seller does not input the correct weight and dimensions, the system-calculated shipping fee may be lower than the actual cost, leading to overcharges.
Pickup address discrepancies: If the actual pickup address recorded by the LSP differs from the seller's maintained pickup address, the system will charge the seller based on the LSP's recorded pickup location, which may lead to an unexpected difference in shipping fees.

How does TikTok Shop calculate shipping fees to be paid by the Buyer?

Buyer paid shipping fees are calculated by the gross weight or volumetric weight (based on the weight and dimension Seller enters when listing a product), whichever is higher. Therefore, if there is any difference between the product information input by Seller and the actual measured data provided by the logistics service provider, there may be a discrepancy between the shipping fee to be paid by the seller to TikTok Shop and the shipping fee to be paid by the buyer to the seller.

Note: Usually, the buyer pays a shipping fee to the seller and the seller pays the shipping fee to TikTok Shop. However, if the seller chooses to cover the shipping fee for the buyer, it means that all shipping costs will be charged to the seller, and the buyer will only pay for the product.

How does TikTok Shop calculate shipping fees to be paid by the seller?

Shipping fees to be paid by the seller to TikTok Shop are calculated by the gross weight or volumetric weight of the package measured by logistics service provider, whichever is higher.

Gross weight: Refers to the weight of the package on a weighing scale, and includes the weight of both the product and its packaging. Usually this applies to packages which do not take up a large amount of space.
Volumetric weight: Applies for lightweight package that takes up a large space.
- Volumetric weight calculation will be attained by the following formula:

Length (cm) x Width (cm) x Height (cm) / 5000 = Volumetric Weight (kg)

e.g.

Product: Bag

Package gross weight (measured by logistics service provider) : 1.5kg

Package dimension (measured by logistics service provider) : 50cm x 50cm x 75cm

So the gross weight is 1.5kg, volumetric weight is

(50 x 50 x 75)/5000 = 31.25 kg

TikTok Shop will calculate the shipping fee to be paid by the seller based on the volumetric weight of the package, since it is higher than the gross weight (31.25 kg).

What is Chargeable Weight?

Chargeable weight is determined by comparing the actual weight and the volumetric weight. The higher value between the two is considered the chargeable weight, which is used to calculate shipping fees.

Weight Definitions:Actual Weight:The actual weight is the total weight of the package, including both the product and its packaging once it has been appropriately packed. To find the actual weight, use a weighing scale to measure the package accurately.

Volumetric Weight:Volumetric weight is calculated based on the dimensions of the package.

Volumetric weight (kg) = Length (cm) x Width (cm) x Height (cm) / 5,000

As chargeable weight is calculated by the higher value between the actual weight and the volumetric weight, let's have a look at this example:

A package with an actual weight of 4.5 kilograms and dimensions of 30 cm (Length), 20 cm (Width), and 10 cm (Height).

Actual weight = 4.5 kg
Volumetric weight = (30 x 20 x 10) / 5000 = 1 kg

Since the volumetric weight (1 kg) is lower than the actual weight (4.5 kg), the chargeable weight for this package would be 4.5 kg.💡Tip for sellers: When shipping large or irregular-shaped items like plush toys, diapers, futon pillows, and other similar products, it's important to consider that the shipping fee may be calculated based on the volumetric weight rather than the actual weight. This means that the size and dimensions of the items can impact the shipping cost.

Benefits of Accurate Chargeable Weight

Cost Calculation: Accurate chargeable weight prevents overcharging or undercharging, maximizing profitability.
Logistics Efficiency: Accurate chargeable weight optimizes space utilization and improves logistic efficiency, reducing costs.
Risk Mitigation: Accurate chargeable weight minimizes delays and manual rechecks, ensuring smooth transactions.

Shipping fees rate card

Access to shipping rate card:

TikTok Shop Academy > Feature Guide > Orders & Shipping > Fulfilment Fee & Policy > TikTok Shop Malaysia Platform Shipping Logistics Fee

How to check the shipping fee bill

Entrance: Seller center Finance > Settled records
Click View Details to jump to the order details of a single order.

Please note that according to the contract, Tokgistics has the right to amend the shipping fee from time to time due to the weight difference issue.

How to submit overcharged shipping fees claim

If you believe the overcharge is due to an incorrect pickup address recorded by the LSP, you may submit a claim for review. Ensure that you provide supporting documents such as:

A screenshot of the pickup address you originally maintained in the system.
Proof of collection at the correct pickup location (e.g., LSP records, pickup confirmation, or courier communication).
Any additional supporting documents that can verify the discrepancy.

According to the tickets submitted by the seller for January 2024, more than 50% of the order lists that were shared have been rejected due to invalid submission. Please ensure that seller submits only VALID orders with an overcharged shipping fee. Scenarios that could lead to rejection are as follows:

Exceed claiming window. Only orders within a 40-day period from the delivered date of the parcel are eligible for logistic investigation.
1. Link: https://seller-my.tiktok.com/saio/faq/detail?faqId=7281214470289021445&shop_region=MY
The weight measured by courier is equal or lower than the seller's chargeable weight. And the shipping fee paid by the buyer is the same amount that was charged to the seller. This will not result in overcharging shipping fees.

Example:

Chargeable weight measured by courier is equal to the seller's chargeable weightCourier chargeable weight:

Product: Bag
Package gross weight (measured by logistics service provider) : 1.5 kg
Package dimension (measured by logistics service provider) : (30cm x 20cm x 10cm) / 5000 = 1 kg

TikTok Shop will calculate the shipping fee to be paid by the seller based on the gross weight (1.5 kg) of the package, since it is higher than the volumetric weight.

Seller chargeable weight:

Product: Bag
Actual weight = 1.3 kg
Volumetric weight = (30cm x 20cm x 10cm) / 5000 = 1 kg

Since the volumetric weight (1 kg) is lower than the actual weight (1.3 kg), the chargeable weight for this package would be 1.3 kg which rounded up to 2 kg.

According to Rate Card, after rounding up the numbers, the chargeable weight measured by courier is EQUAL to the seller's chargeable weight. Hence, there should be no overcharge shipping fee issue as the shipping fee charges should be the same amount.

Chargeable weight measured by courier is lower than the seller's chargeable weighCourier chargeable weight:

Product: Bag
Package gross weight (measured by logistics service provider) : 1.5 kg
Package dimension (measured by logistics service provider) : (30cm x 20cm x 10cm) / 5000 = 1 kg

TikTok Shop will calculate the shipping fee to be paid by the seller based on the gross weight (1.5 kg) of the package, since it is higher than the volumetric weight.

Seller chargeable weight:

Product: Bag
Actual weight = 2.3 kg
Volumetric weight = (30cm x 20cm x 10cm) / 5000 = 1 kg

Since the volumetric weight (1 kg) is lower than the actual weight (1.3 kg), the chargeable weight for this package would be 2.3 kg which rounded up to 3 kg.

According to Rate Card, after rounding up the numbers, the chargeable weight measured by courier is LESSER than the seller's chargeable weight. Hence, there should be no overcharge shipping fee issue as the shipping fee charges should be the same amount.

The 3rd scenarios that could lead to rejection: The logistics service provider weighs the package and measures the dimension of the actually received parcel. Hence, logistics providers might be able to provide accurate measurement compared to the weight and dimension Seller enters when listing a product. Thus, it is important for seller to update their parcel measurement information accurately in the system.

If sellers believe that they have been overcharged their shipping fee, then they can file a claim with our customer service team.

To submit a claim:

Login into Seller Center, scroll down and click Help Center
Click My ticket
Click Contact us
The seller needs to choose the correct ticket topic as follows.
Topic: Finance - Fee - Shipping fee claim
For details please provide the Shipping fee inquiry and specify whether it's a Single submission or Batch submission.
- Shipping fee claim (Single): If seller overcharges shipping fee order list is LESS than 20 orders, seller may proceed to submit each order with one ticket. And provide photos measuring the weight, length, width and height of the parcel instead of the goods.
- Shipping fee claim (Batch): if seller overcharges shipping fee order list is MORE than 20 orders, seller may raise the ticket as Batch and fill in the excel file below to include in the ticket.

Overcharged Shipping fee Investigation (1).xlsx

(8.1 KB)

Note: If there were no photos taken before shipment, sellers can take photos of another packed item that is similar to the original item and submit them as proof.

Measurement of weight：
Measurement of dimension (width x length x height)：

For information related to shipping fee charges as requested in the excel file, seller may export the file by following the steps below：
1. Login to your seller centre: https://seller-my.tiktok.com/account/login
2. Click on "Finance" on the left side of the webpage.
3. Choose "Transactions" from the option.
4. Make sure the list is from the "Settled" selection, and go ahead and click the "Export" button at the centre of the page".
5. Select a date range to export (make sure that the order list is within the claim window).
6. Once the export process is completed, you may proceed to download the file and update us according to your order ID lists.

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