Skip to main content

Weight Discrepancies FAQ

This guide covers everything you need to know about weight discrepancies in Velocity Shipping, including how they occur, how to view and manage them, and the dispute process.

Table of Contents​

  1. Understanding Weight Discrepancies
  2. How Charges Are Calculated
  3. Viewing Weight Discrepancies
  4. Accepting Discrepancies
  5. Disputing Weight Discrepancies
  6. Escalation Process
  7. Timelines & Auto-Acceptance
  8. Troubleshooting Common Issues
  9. Best Practices

1. Understanding Weight Discrepancies​

What is a weight discrepancy?​

A weight discrepancy occurs when the weight measured by the courier at their sorting facility differs from the weight you declared when creating the shipment. If the courier's measurement is higher, you may be charged additional shipping fees based on the difference.

Why do weight discrepancies happen?​

Common reasons include:

ReasonDescription
Incorrect declarationWeight entered during order creation was lower than actual
Volumetric weightPackage dimensions result in higher volumetric weight
Packaging materialsWeight of boxes, bubble wrap, fillers not accounted for
Measurement varianceSlight differences between weighing scales
Dimensional roundingCourier's dimension measurement differs from yours

What is volumetric weight?​

Volumetric weight (also called dimensional weight) is calculated from your package dimensions:

Volumetric Weight = (Length × Width × Height) / 5000

Where dimensions are in centimeters and result is in kilograms.

The chargeable weight is the higher of:

  • Dead weight (actual weight on scale)
  • Volumetric weight (calculated from dimensions)

What measurements does the courier capture?​

At the sorting facility, the courier typically captures:

  • Dead weight: Actual weight on their scale
  • Dimensions: Length, width, and height of the package
  • Sorter images: Photographs showing the package on the scale with dimensions

2. How Charges Are Calculated​

How is the additional charge calculated?​

  1. Your declared weight is converted to a weight slab (e.g., 0-500g, 500g-1kg)
  2. Courier's measured weight is converted to a weight slab
  3. Difference in shipping cost between the two slabs = Additional charges

What are weight slabs?​

Carriers charge based on weight slabs, not exact weights. For example:

  • 0-500g: ₹50
  • 501g-1000g: ₹75
  • 1001g-1500g: ₹100

If you declared 400g (₹50 slab) but the courier measured 600g (₹75 slab), the additional charge is ₹25.

Are there separate charges for forward and RTO shipments?​

Yes. If a shipment goes through Return to Origin (RTO), additional charges may apply:

  • Forward charges: Based on weight difference for delivery attempt
  • RTO charges: Based on weight difference for return journey

Both are shown separately in the charge breakdown.

What if the weight discrepancy results in zero additional charges?​

If the measured weight still falls within the same weight slab as your declared weight, there's no additional charge, and no discrepancy is raised.

3. Viewing Weight Discrepancies​

How do I access weight discrepancies?​

  1. Go to Discrepancies in the left sidebar
  2. You'll see tabs organizing discrepancies by status

What tabs are available?​

TabDescription
New DiscrepanciesRecently raised, awaiting your action
Auto AcceptedDiscrepancies auto-accepted after 10 days
Auto DisputedDiscrepancies automatically disputed by the system based on evidence
All DiscrepanciesComplete history of all discrepancies

What information is shown for each discrepancy?​

  • AWB/Tracking Number: Shipment identifier
  • Order ID: Your order reference
  • Applied Weight: Weight you declared
  • Courier Weight: Weight measured by courier
  • Excess Weight: Difference between the two
  • Additional Charges: Extra amount to be charged
  • Status: Current state of the discrepancy
  • Raised Date: When the discrepancy was created

How do I filter discrepancies?​

Available filters:

  • Date Range: Last 7/30/60/90 days or custom range
  • Excess Weight: Up to 0.5kg, 0.5-1kg, 1-2kg, more than 2kg
  • Ageing: Less than 2 days, 2-4 days, 4-6 days, more than 6 days
  • Status: Raised, Approved, Disputed, Rejected, etc.
  • SKU: Filter by product
  • Warehouse: Filter by pickup warehouse

How do I view package images and measurements?​

  1. Click on any discrepancy to open details
  2. Click View Images to see:
    • Package on weighing scale
    • Dimension measurements
    • Label close-up (if available)

4. Accepting Discrepancies​

When should I accept a weight discrepancy?​

Accept a discrepancy when:

  • You acknowledge the courier's measurement is correct
  • You want to resolve it quickly without dispute
  • The additional charge is small and not worth contesting

How do I accept a weight discrepancy?​

Single discrepancy:

  1. Go to Discrepancies > New Discrepancies
  2. Find the discrepancy
  3. Click Accept
  4. Confirm in the modal

Multiple discrepancies (bulk accept):

  1. Select multiple discrepancies using checkboxes
  2. Click Bulk Accept
  3. Confirm the action

What happens after I accept?​

  • Status changes to Approved
  • Additional charges are deducted from your wallet/account
  • The discrepancy is moved to resolved state
  • A ledger entry is created for the charge

5. Disputing Weight Discrepancies​

When should I dispute a weight discrepancy?​

Dispute when you believe:

  • The courier's measurement is incorrect
  • Your declared weight was accurate
  • Package dimensions were measured incorrectly
  • There's an issue with the sorter images

How do I raise a dispute?​

  1. Go to Discrepancies > New Discrepancies
  2. Click on the discrepancy
  3. Click Raise Dispute
  4. Select a dispute reason
  5. Upload supporting images (recommended)
  6. Submit the dispute

What dispute reasons are available?​

  • Incorrect weight measurement
  • Incorrect dimension measurement
  • Package damaged/spillage
  • Wrong package scanned
  • Image quality issues

What images should I upload for disputes?​

For the best chance of dispute approval, upload clear images showing:

Image TypeWhat to Show
WeightProduct on your weighing scale with readable display
LengthPackage with measuring tape/scale showing length
WidthPackage with measuring tape/scale showing width
HeightPackage with measuring tape/scale showing height
LabelShipping label clearly visible with AWB

Can I dispute multiple discrepancies at once?​

Yes, using bulk dispute:

  1. Select multiple discrepancies
  2. Click Bulk Challenge
  3. Enter a common dispute reason
  4. Upload supporting images
  5. Submit

Note: Bulk disputes use the same reason and images for all selected items.

What happens after I dispute?​

  • Status changes to Challenged
  • Your dispute is reviewed by the courier
  • You'll be notified of the outcome
  • Timeline: Typically 2-3 business days

What are the possible outcomes?​

OutcomeWhat Happens
Challenge ApprovedDispute accepted, no charges applied
RejectedDispute denied, you can escalate or accept charges

6. Escalation Process​

When can I escalate?​

You can escalate only after your initial dispute is Rejected.

How do I escalate a rejected dispute?​

  1. Go to the rejected discrepancy
  2. Click Escalate
  3. Provide an escalation reason (required)
  4. Upload additional supporting images if available
  5. Submit the escalation

Who handles escalations?​

Escalations are reviewed by Velocity Shipping's operations team, who will assess the evidence and make a final decision.

What are the possible escalation outcomes?​

OutcomeWhat Happens
Escalation ApprovedEscalation successful, charges reversed
Escalation RejectedFinal decision, charges are applied

Can I escalate multiple times?​

No, each discrepancy can only be escalated once. The escalation decision is final.

7. Timelines & Auto-Acceptance​

How long do I have to dispute?​

You have 10 days from when the discrepancy is raised to take action (accept or dispute).

What happens if I don't take action?​

If you don't accept or dispute within 10 days:

  • The discrepancy is auto-accepted
  • Charges are automatically applied to your account
  • Status changes to Auto Approved

Will I be reminded before auto-acceptance?​

Yes, you'll receive a reminder notification 2 days before the auto-acceptance deadline for any pending discrepancies.

What are the SLAs for dispute resolution?​

StageTimeline
Initial Dispute72 hours (3 days) for response
Escalation72 hours (3 days) for final decision

Can I dispute after auto-acceptance?​

No, once a discrepancy is auto-accepted, the decision is final and cannot be disputed.

8. Troubleshooting Common Issues​

Discrepancy raised but I declared correct weight​

Steps to resolve:

  1. Check if volumetric weight exceeds dead weight
  2. Review the sorter images for accuracy
  3. If measurement appears wrong, raise a dispute with your evidence

Dispute was rejected but I'm confident the weight is correct​

Options:

  1. Escalate with additional evidence
  2. Provide clearer images showing weight and dimensions
  3. Include images of the product packaging for reference

Charges seem too high for the weight difference​

Check:

  1. Weight slab boundaries (small increase can jump to next slab)
  2. Whether RTO charges are included
  3. Whether volumetric weight triggered the difference

I can't see the sorter images​

Possible reasons:

  • Images are being loaded (wait a moment)
  • Carrier didn't capture images for this shipment
  • Technical issue (contact support)

Bulk dispute not working​

Requirements:

  • All selected discrepancies must be in "Raised" status
  • Cannot have been previously disputed
  • Same reason and images will apply to all

My dispute was auto-rejected​

This can happen if:

  • Evidence images don't support your claim
  • AI analysis detected inconsistencies
  • Submitted images are unclear or unreadable

9. Best Practices​

For Preventing Discrepancies​

  1. Weigh packages accurately using a calibrated scale
  2. Include packaging weight (boxes, tape, fillers) in your declaration
  3. Measure dimensions correctly (length × width × height)
  4. Calculate volumetric weight and declare the higher value
  5. Use consistent packaging to predict weights better
  6. Take photos of packages on scale before shipping

For Handling Discrepancies​

  1. Review quickly - Don't wait until auto-acceptance deadline
  2. Check images first - Verify if courier measurement looks correct
  3. Accept if valid - Don't dispute clearly correct measurements
  4. Provide good evidence - Clear, well-lit photos with readable measurements
  5. Respond promptly to rejections if you want to escalate
  1. Review discrepancies weekly to identify patterns
  2. Check by warehouse - Some packing stations may have scale issues
  3. Check by product - Certain products may consistently have issues
  4. Update product weights in your catalog if consistently wrong
  5. Train packing staff on accurate weighing procedures

For Financial Planning​

  1. Budget for discrepancies - Some variance is normal
  2. Monitor additional charges in your billing reports
  3. Factor weight tolerance into pricing decisions
  4. Track dispute success rate to improve processes

Common Weight Discrepancy Statuses​

StatusMeaningAction Available
RaisedNew discrepancy, awaiting actionAccept or Dispute
ChallengedDispute submitted, under reviewWait for outcome
Auto ChallengedSystem auto-disputedWait for outcome
Challenge ApprovedDispute acceptedNone (resolved)
RejectedDispute deniedEscalate or Accept
EscalatedEscalation submittedWait for outcome
Escalation ApprovedEscalation successfulNone (resolved)
Escalation RejectedEscalation deniedNone (charges applied)
ApprovedYou accepted the chargesNone (resolved)
Auto ApprovedAuto-accepted after 10 daysNone (charges applied)

Need Help?​

If you couldn't find your answer here:

  • Email: support@velocity.in
  • Chat: Use the chat widget in your Velocity Shipping dashboard
  • Help Center: Visit our help center for more guides