SuperBuy: How to Handle Parcel Weight Discrepancies
A Guide to Verifying Weights, Requesting Reweighing, and Resolving Disputes
Shipping with SuperBuy is generally a smooth process. However, a common point of confusion for users can be the parcel weight—specifically, when the estimated weight differs from the final weight after our warehouse staff completes the professional repacking service. This article will guide you through understanding, verifying, and addressing any weight discrepancies.
Why Do Weight Differences Occur After Repacking?
Repacking is a value-added service designed to save you money on international shipping. Our warehouse team removes unnecessary retail packaging and consolidates items into the smallest possible box or mailer. Here’s how this can affect weight:
- Removal of Excess Packaging:reduces
- Consolidation:
- Scale Precision:
- Volumetric Weight:either
- Consolidation:
How to Verify Your Parcel's Weight Calculation
Before submitting a parcel for shipment, you can perform checks:
- Check Individual Item Weights:
- Review the "Submit Parcel" Page:pre-repacking
- Understand the Invoice:charged weight. This is the weight used for your payment (actual or volumetric).
- Review the "Submit Parcel" Page:pre-repacking
Tip: Always check the "Parcel Details" page after repacking for the final dimensions and weight.
How to Request a Parcel Reweighing
If you believe there is a significant error in the final charged weight (e.g., a difference of 200g or more), you can request a reweigh.
Steps to Request a Reweigh:
- Go to "My Parcels" and select the parcel in question.
- Click on "Contact Customer Service" or "Open Dispute."
- Clearly state your request: "I would like to request a manual reweigh of my parcel, reference number [Your Parcel Number]. I believe the charged weight is incorrect."
- Our customer service team will instruct warehouse staff to reweigh the parcel manually. This process usually takes 1-2 business days.
- You will receive updated information and, if a discrepancy is confirmed, a refund for any overcharged shipping fees will be issued to your SuperBuy account balance.
How to Resolve a Weight Dispute
If a reweigh does not resolve your concern, you can escalate the matter.
- Provide Evidence:
- Ask for Photographic Proof:
- Contact Live Support:
- Ask for Photographic Proof:
Our goal is to ensure fair and transparent pricing. The vast majority of weight discrepancies are small and due to the repacking process itself, but we are committed to investigating any legitimate concerns you may have.