UPS audited dimensions incorrect, trying to overcharge

[Sco]

Not sure where best to post this, hoping this is the right board.

In October I had an order going to the USA that's about 2.5kg, I went to UPS's small business page and bought a label there. The package was 55 x 15 x 15cm, it's a box size I use often.

A month later, UPS sent me an email saying that they audited the package size to be a whopping 161 x 72 x 64cm, and by volumetric weight they've invoiced me for an additional £646.97!

I replied with all the information I had - the nature of the items in the package, the invoice the package is related to, logical reasoning, links to my website and in particular the products that were in that box, the fact that I don't even have boxes that big because I sell wigs, not fridges.

They then asked for a photo of the package, so I showed them a picture of the typical box I use, and asked if they have a photo of the huge box they claimed I sent. They replied simply saying "Your query regarding the Large package surcharge is as per UPS audit these are the dimension which qualifies for over sized." So I have to provide photos, they don't.

I replied saying, again, that I don't have boxes that big, could the person measuring it have entered it to the wrong package? That on the invoice they sent for £646.97, they measured the weight to be 2.5kg, if the box was that big the cardboard alone would weigh more than that. And the fact that the local shop I used as the drop off point wouldn't have accepted something that big.

I am waiting again for their reply, but it takes them a week to reply to email each time, which is very stressful when there is a bill hanging over me that's practically robbery.

Has anyone been audited by UPS before, and would know how best to accelerate things to a solution? What else can I give them to convince them I didn't send the fridge-size box they claim I sent?

 

[Solve My Problem]

I have had this in the past, I have a friend who works for UPS and he told me to be exact in my pictures.

I took pictures of the box with a tape measure clearly showing the size, I also send pictures of the items and showed the size of the products again with the tape measure.

Supply a copy of your box purchase invoice showing the size of the box plus the item content etc..

Make it very clear

Took about 2-3 weeks and they refunded without issue,

 

[Sco]

I have had this in the past, I have a friend who works for UPS and he told me to be exact in my pictures.

Thank you, I will do that. They only asked for a photo of the box, but what you've said makes perfect sense.

I haven't paid the invoice yet so no refund necessary, I just need them to cancel it.

 

[Solve My Problem]

It's like talking to a brick wall with them, the best advice is take all emotion out of it when you reply. Let the frustration slide.

Provide clear evidence even though it's common sense

 

[Guy Incognito]

This sort of thing happens all the time - well done you for spotting it.

If necessary I would buy another identical box, re-print the label and package it up again so you can provide the "proof" they require.

 

[DefinitelyMaybeUK]

Some good advice given in above posts and it does work out in the end. It does seem crazy though that a photo of another "similar parcel" has some credibility, while the commercial invoice is ignored. DHL was no different for us when a small 5.5kg box to South Africa was flagged as 55kg

 

[japancool]

Reminds me of an issue I had once.

I had some goods ready for shipping from a proxy service in Japan. Invoice arrived, and shipping costs were extremely high. Looking closer, the weights were way, way above what they should have been for my goods.

I emailed them, told them the weights were wrong, they must have either mis-weighed, or packed the wrong goods. They emailed back to say they had checked, and the weights were correct.

I emailed back to say no, those weights do not correspond to my goods, so please open the boxes and check that they are actually MY goods that you have there.

Next day, an email arrives with a revised invoice, no explanation or otherwise. Clearly, they had indeed packed someone else's goods and would have sent them to me had I not pressed them into physically checking the boxes!

 

[Sco]

An update - soon after my post, they emailed to say they've assigned a number to my case and I need to wait for a resolution.

Today, I received a "final demand" letter for the unpaid invoice, but it says it requires a minimum payment of £0.00 by a certain date, otherwise they would refer the matter to their solicitors. And this letter was written by "Internet Internet".

I'm beyond words, but I've emailed them to chase for a decision.

 

[Sco]

The top of the letter does say the outstanding balance is £646.97, by the way. But in the body text it says I need to pay £0.00 by 29th Nov.

 

[Paul Kelly ICHYB]

Then, if you only pay 0.00, you are meeting their demands!

 

[Sco]

Then, if you only pay 0.00, you are meeting their demands!

I'm actually considering making a bank transfer of £0.01, just in case they send on collectors for the full amount before my case gets a resolution! (They haven't provided details on how to send a cheque, otherwise I'd be tempted send in a £0 cheque.)

 

[IanSuth]

I'm actually considering making a bank transfer of £0.01, just in case they send on collectors for the full amount before my case gets a resolution! (They haven't provided details on how to send a cheque, otherwise I'd be tempted send in a £0 cheque.)

Don't - you will no doubt then receive demands you pay the outstanding -£0.01