When you book shipments through Shipmondo’s freight agreements, you are asked to provide specific shipment details that form the basis for the freight cost calculation between you and Shipmondo.
During transport, your parcel will be sorted, weighed, and measured by the carrier. Based on this, Shipmondo is billed for the transportation service provided by the carrier. Any discrepancies in freight cost or additional surcharges are automatically invoiced to you.
These charges will appear on your Shipmondo account as payment requests. You can either pay them manually via your Shipmondo account or enable automatic settlement of outstanding payment requests using your balance.
If you disagree with a carrier’s weight/measurement or surcharge, you can always file a claim via your Shipmondo account.
How to create a dispute on Shipmondo
1. This step depends on whether the payment requests has been settled or not.
For open payment requests
Go to the overview of open payment requests and click Details. Then, click on the three dots next to the relevant payment request and select Create dispute.
For settled payment requests
Once you receive your monthly invoice, locate the tracking numbers associated with the additional charges that have been paid. Use the tracking number to find the parcel under Shipments > Booked. Then, click on the three dots next to the relevant parcel and select Create case.
2. Complete the form and click on Create.
3. Your dispute is now registered and will be reviewed and investigated with the carrier.
You will receive updates via email as the case progresses. You can also follow up on the status of your claim at any time under Shipments > Cases.
If the carrier approves your claim, the additional charge will be canceled. If you have already paid it, the amount will be refunded to your Shipmondo balance.
If the carrier rejects your claim, the additional charge will be reactivated and set for payment in accordance with our terms and conditions.