Weight discrepancies: accept or dispute

A weight discrepancy happens when the courier partner weighs a parcel and the charged weight is higher than the weight you declared. The difference becomes an extra charge. You review each case on Weight Discrepancy › B2C Discrepancy.

Reading the page

Cases are grouped into tabs: Action Required, Accepted, Disputed, Resolved and All. Each row shows the shipment, courier, Declared Weight, Charged Weight (with the courier's remark), the Extra Charge and the status. If the courier shared proof, you will see a Courier evidence link.

Cases that need your action show an Auto-accepts on date. If you do nothing by then, the case is accepted for you.

Option 1: accept

1. 1Open the Action Required tab.
2. 2Click Accept on a row, or tick several rows and use Accept above the table.
3. 3Confirm Accept & debit in the pop-up.

Accepting debits the extra charge from your wallet straight away, and it cannot be undone. You will see it in your passbook as a Weight Discrepancy transaction. A low balance does not stop the debit, so your wallet may go negative until you recharge. See Outstanding dues.

Option 2: dispute

1. 1Click Dispute on the row (or select several rows first).
2. 2Write a Reason of at least 5 characters, for example the weight and box size you measured when packing.
3. 3Add up to 3 Evidence images (JPG, PNG or WebP), such as the parcel on a scale or a photo showing its dimensions.
4. 4Click Submit dispute.

The case moves to the Disputed tab and the RouteOne team reviews it with the courier partner. When it is settled, it appears under Resolved with an outcome such as Courier accepted — no charge or Charge upheld.

How to avoid discrepancies

• Weigh the packed parcel, including packaging, before you enter the weight.
• Measure the length, width and height of the box so volumetric weight is right.
• Take a photo of the parcel on a scale and keep it. It is your best evidence.