Why have I received an invoice for surcharges?

Surcharges are applied for several reasons, most commonly due to:

• Incorrect weight or dimension disclosures: Sending a parcel on a service that does not accommodate its actual weight or dimensions.

• Inadequate packaging: Poor or flimsy packaging that fails to protect the parcel during transit.

• Non-scannable labels: Labels that cannot be scanned properly by the carrier's systems.

Each carrier has specific surcharge policies, and detailed breakdowns of these can be found in your rate cards.

Why is my surcharge invoice separate from the standard invoice?

You may receive up to two invoices weekly:

1. Standard Invoice
   This includes basic carrier charges for labels that have been generated and verified as entering the carrier's network. It also covers any planned surcharges, such as peak or return charges. A supporting file is provided with an itemised breakdown of parcels, including tracking numbers.

2. Surcharge Invoice
   This invoice is issued separately to account for surcharges incurred after dispatch. These charges are provided by carriers directly to HubEurope, and passed to you as extensions of the standard charges.

How can I identify which parcels have incurred surcharges?

Each surcharge invoice includes a supporting file that provides an itemised breakdown of the charges, including the tracking number of each parcel and the reason for the surcharge.

How do I stop receiving surcharges?

To reduce the likelihood of incurring surcharges HubEurope recommends:

• Ensure accurate weight and dimension data: Upload your inventory details into the HECT system, allowing visibility of parcel weights and dimensions at the point of dispatch.

• Implement shipping rules: Configure rules to ensure the appropriate service is selected for your freight, reducing manual decision making and the risk of errors during the shipping process.

Common Surcharges: