Unfair Additional Shipping Fee Charged - eBay and AusPost Blame Game

[madexify]

Hi everyone,

I'm dealing with a frustrating issue and could really use some advice.

I was charged an additional shipping fee by eBay after my package was delivered. eBay says it’s based on the "actual size" of the package: 5.85 KG and dimensions of 76.5x67x13.5 cm. However, the actual item I shipped was in a flat TV box, not a near-square box like they claimed.

"Additional fee based on actual size:5.85KG 76.5x67x13.5cm"

I purchased the shipping label from eBay for AusPost, and I paid the amount shown on eBay. When I dropped it off at AusPost, the agent measured the box and checked the weight, confirmed it was fine, and accepted it. If there had been any issue, the agent would have told me, and I would have paid any extra charges on the spot.

The item was delivered to the buyer without any problems. Then, two weeks after delivery, I noticed a surprise $25 additional fee on my account with no prior notification from eBay.

I contacted eBay, and they said the charge came from AusPost, so they couldn’t help. I then reached out to AusPost, and they insisted it wasn’t from their side, stating that they only charged me once for the original postage label. When I explained that eBay charged me again, AusPost confirmed they didn’t charge any additional fees.

After going back and forth between eBay and AusPost, I'm left without any solution, and $25.30 has been deducted from my account for no apparent reason.

Does anyone have any advice on how to resolve this? It feels like both eBay and AusPost are just passing the blame, and I’m not sure where to turn next.

Thank you in advance for any guidance.

[gutterpunkz05]

AP did not charge you the initial postage, it was charged to you by ebay and AP will recognize ebay as the purchaser of your particular label, hence why AP have sent the demand for additional fees to ebay and not direct to you.

In transit, your item will pass through AP automated measuring and weight devices, which are normally very precise.  If any discrepancy is detected additional fees may apply.

The measurements you have provided would seem appropriate for a flat  TV style box, what measurements have you recorded for the article.  Note a 5mm error can be sufficient to incur additional fees.  Do you have photographic evidence of the parcel weight and dimensions which includes measuring devices in situ.

[gutterpunkz05]

Just to add, given the measurements you have provided,  postage is payable @ 17.3 KG

[madexify]

Yes I have photographic evidence as well. And ebay customer support has also said that there was a mistake on their end and they will issue a refund for this additional postage label within 24 hours. But even after 1 week, I still have not received the amount and whenever I enquire they say that it is under processing.

[twyngwyn]

From the U.S. boards:

https://community.ebay.com/t5/Shipping/Additional-Shipping-Cost-Adjustments/m-p/34190440

[south.coffee]

Australia Post have upped their game last few months with new AI generated algorithm which images your parcels and compares the dimensions against the postage paid dimensions.  An automated process to weed out underpaid items.

If you use MyPost Business, you will receive an email and notification of under payment.  Early on we got caught on 2 discrepancies, but as we photograph every parcel prior to dispatch, were able to provide evidence and reverse the payment.

Support staff were able to pull up the data they recorded and possibly an image to compare to our own and admitted it was a way off recording by their equipment and said it was 'early days' in the technology which they are still perfecting.

If you use eBay Postage, Australia Post will bill back eBay then you for under payment.  Much easier to dispute underpayment with Australia Post using MyPost than via eBay.

[offroad7400]

Read all about it here:

https://www.abc.net.au/news/2024-11-27/australia-post-ai-miscalculates-parcel-dimensions/104628682