En:Notes on billing

At the beginning of each month, all the parcel labels you have created are collected and billed for the previous month. If a certain invoice amount is exceeded, the parcel labels are also invoiced on the 15th of each month. This is done conveniently and automatically via your existing direct debit. You will find both your invoice and an individual listing of the stamps in the programme under System - Account. In various cases, there may be additional charges for all shipping service providers. You will also find these separate items on your invoice or under the individual listing of the stamps. The costs are invoiced to us by the shipping service providers and passed on to you 1:1. These include, for example, island surcharges, costs for a change of address or additional charges due to excess weight.

A list of possible reasons for surcharges can be found on the pages of the shipping service provider:
UPS
DPD
DHL

If a surcharge is not apparent to you or has been incorrectly charged, we have outlined below the ways in which you should proceed with each carrier to check for a possible error by the carrier.

UPS

Check your statement

The first step is to call up your Weinbau-online invoice (download under System - Account - Invoice) as a PDF file - this can be searched for amounts and consignment numbers using the keyboard command "Ctrl+F". Then please look up which package it is via the direct UPS tracking. Under "Show details", then "Shipment status", you can often quickly see why a package has been charged for. Please also take a look at the shipment tracking of Shipcloud, as more detailed information can sometimes be seen here, e.g. in the case of an address correction. You can find this tracking under: Post - Parcels - Parcel list. You can now enter the consignment number in the search field at the top right and then call up the consignment history for this parcel.

Possible recalculations

• Address correction by UPS in case of wrong address
• Undeliverable return due to wrong address
• Address correction by the customer via hotline, without own UPS myChoice account
• Island deliveries/hard to reach areas
• Additional handling
• Maximum permitted weight/permissible girth was exceeded

The most frequent recalculations occur when an address is wrong or incorrect or a recipient cannot be found at a given address (no name on the bell plate, etc.). Therefore, it is always advisable to make a thorough check before creating the stamp. It could also be possible at any time that a shipment has been diverted by the recipient or that the recipient has expressed a special delivery request directly to UPS. The shipper may be charged for this. Ask your customer if this was the case.

Unexplainable recalculations

Do you have an additional charge on your invoice that you cannot explain or think is unlawful? In this case, please write us a ticket under Help - Tickets - Write ticket. We will then look into the case and, if necessary, file a claim with UPS.

Examples of such additional charges:

• Surcharge for overweight
• Address correction on the part of UPS although the address was definitely correct.

DPD

Please also have a look on this page, as the topic of backbilling /differential billing in relation to foreign shipments is also explained here. 'In most cases, backbilling is correct and justified, even if it is unfortunately not communicated very transparently by the carriers to us and thus also to you.

Check your statement

To check, call up your Weinbau-online statement (download under System - Account - Invoice) as a PDF - this can be searched practically with the keyboard command "Ctrl+F" - and enter the consignment numbers for which you want to check items in the DPD tracking page. A list of possible surcharges can be found here: Datei:DPD Nachberechnungen.pdf, the explanations online directly at DPD. It is also best to take a look at the shipment tracking of Shipcloud, as more detailed information is sometimes available here, e.g. in the case of an address correction. You can find this shipment tracking under: Post - Parcels - Parcel list. You can now enter the consignment number in the search field at the top right and then call up the consignment history for this parcel.

Possible recalculations

• Forwarder's surcharge (if the permissible belt dimension was exceeded)
• overweight surcharge
• missing customs documents
• seasonal surcharge (basic price increases by 0.27 Euro in November and December)

Also note: Parcels for which you buy a stamp that is too small (i.e., say, a 10kg/6 stamp for a 30kg parcel) will be subject to additional charges by us to compensate for our additional costs with DPD.

Unexplained backbilling

If you have an additional charge in your bill which you cannot explain or which you think is unlawful, please write us a ticket. We will then look at the backbilling in DPD's invoice and file a complaint for you if necessary.

DHL

Check your statement

You may also be able to find out initial information from DHL via the detailed shipment tracking. Take the above info from the DHL website to help.

Typical backcharges

A common additional charge at DHL is the so-called "routing code charge". In this case, the correct address had to be researched or the parcel label was applied incorrectly. To avoid this, please read this information: Datei:Infoblatt-Leitcodierung-Versandlabel-richtig-erstellen.pdf.

Furthermore, there may be additional charges due to weight corrections or returns.

Please also note: If a DHL parcel is not posted to DHL within 10 days, DHL will charge you for the postage because the posting period has expired.

Unexplained items

If you have an additional charge in your statement that you cannot explain or that you think is unlawful, please write us a ticket in our forum. We will then take a look at the facts and make a complaint if necessary.