If you do not agree with the charged amount against your order weight, you can raise a dispute for it at ShipRocket. This is called a wight discrepancy and it arises when the courier partner charges a higher amount for your shipment based on the weight.
ShipRocket puts the additional amount claimed by the courier company on hold that cannot be utilized until the discrepancy is sorted out.
To raise a dispute:
- Go to Billing→ Weight Reconciliation
- Under the tab Actions you can find an option Raise Dispute. Click on it to raise a dispute.
- Once you raise a dispute, you will need to select a category and a sub-category along with photographs of your shipment.
- After this, ShipRocket will take maximum 7 days to resolve it.
In case of a dispute you get pop-ups on your ShipRocket dashboard as soon as you login. However, if you do not respond to the dispute within four days, then ShipRocket Auto Accepts it and the additional amount charged is debited from your ShipRocket wallet.
When you respond to a dispute, ShipRocket resolves it in within seven days and gets back to you with a resolution. In case if it is in the favor of the seller, the wallet amount on hold is credited back to the wallet. In the other case, it is credited to the courier company.
You can also view your dispute history by clicking on the Show History option under the Action column of the Weight Reconciliation tab.
You can see the amount on hold separately from your wallet balance as you hover over your wallet in the ShipRocket dashboard.