Understanding, responding to, and querying carrier billing adjustments

Sometimes, after your shipment has been collected and measured by the carrier, they may apply an adjustment to your shipping rate. This article explains what carrier adjustments are, how to respond to them, and what happens at each stage.

📋 What is a carrier adjustment?

A carrier adjustment (previously called rebilling on TUNL) is any charge applied by the carrier (FedEx or UPS) after your shipment has been booked that wasn't included in your original quoted rate. These charges originate with the carrier, TUNL receives the invoice from them and passes the cost on to you.

Adjustments can happen for a range of reasons. Some are identified when the carrier scans and measures your parcel at their facility; others are applied later in the shipment's journey.

The most common type: Chargeable Weight Change

Carriers calculate your shipping rate using chargeable weight — the greater of actual weight and volumetric weight. If the carrier scans your parcel and finds it larger or heavier than what was booked, they will raise an adjustment for the difference. Even small discrepancies in dimensions or weight can change which pricing bracket your shipment falls into — and can also push a shipment into territory where additional surcharges apply that weren't charged at booking.

Additional Handling Surcharge (AHS) — Packaging

Applied when the carrier determines your parcel requires special handling based on its packaging type or construction. Common triggers include packaging that isn't standard corrugated cardboard — such as metal, wood, hard plastic, Styrofoam, or shrink wrap — as well as round or cylindrical shapes like art tubes.

Additional Handling Surcharge (AHS) — Non-Stackable

Applied when the carrier assesses a parcel as unsafe to stack at their facility. Non-stackable or fragile stickers on your packaging are a common trigger. Because this is assessed by the carrier when they handle the parcel, it can't always be predicted at booking.

Additional Handling Surcharge (AHS) — Oversize

Applied when a parcel exceeds certain size or weight thresholds set by the carrier. Although this charge is generally applied at time of booking when entering your dimensions and weights, a weight or dimension correction that pushes a shipment into AHS territory can also trigger this surcharge after the fact.

Address Correction

If the delivery address is incomplete or incorrect — for example, a missing unit number or building name — the carrier may attempt to locate the correct address and complete delivery. A correction fee is charged by the carrier and passed on to you. This charge is also applied if you or your receiver request an address change once the shipment is already in transit.

Return Charges

If a shipment is undeliverable and returned — whether the recipient was unavailable, refused it, it was rejected at customs, or it couldn't be delivered for any reason outside of the carrier’s control — the carrier charges TUNL for the cost of the return, which is passed on to you as the shipper.

📬 How you'll be notified

When a carrier adjustment is raised, TUNL will send a notification to your account's billing email address. The email includes everything you need to know to take action:

• Shipment tracking number and order reference
• Carrier (FedEx or UPS) and adjustment type
• The amount charged
• A respond by date — you have 10 business days from the date the adjustment is raised to accept or query the charge

The initial adjustment notification email — shows the amount, reason, respond by date, and a link to view the adjustment on your dashboard.

👀 Viewing your adjustments

All carrier adjustments are visible on your dashboard under Insurance Claims & Carrier Adjustments. The Carrier Adjustments tab shows every adjustment raised against your account, along with the reference, tracking number, type, status, due date, and amount.

The Insurance Claims & Carrier Adjustments page — use this to monitor all active and historical adjustments.

Click on any adjustment reference to open the detail page.

📄 The adjustment detail page

The detail page gives you a full breakdown of the adjustment — including the amount, reason, response deadline, and a side-by-side comparison of what was booked versus what the carrier scanned.

What you'll see:

• Amount and reason for the adjustment
• Respond by date and auto-accept warning
• Shipment details (tracking, service, destination, shipment status)
• A comparison table showing booked vs. scanned packaging type, weight, dimensions, chargeable weight, and rate

From this page you can either accept the charge or submit a query.\

*

The adjustment detail page in Pending status — showing the amount, response deadline, and the booked vs. scanned comparison table with the rate difference.

✅ Accepting a charge

If the adjustment looks correct, or you'd prefer not to dispute it, click Accept Charge. You'll see a confirmation on the page and the amount will be added to your account as a new invoice.

A View & Pay Invoice button will appear once the adjustment has been invoiced, taking you directly to your Account to settle the charge.

*

The adjustment page after accepting — Accepted status, confirmation message, and the View & Pay Invoice button.

❓ Querying a charge

If you believe the adjustment is incorrect, you can submit a query. Click Query This Charge to open the query form directly below the adjustment details.

What to include in your query:

• A clear description of why you believe the charge is incorrect
• Supporting evidence — photos of your parcel next to a measuring tape or on a scale,, or notes on how the item was packaged (e.g. vacuum-packed, in a flyer bag)

You can attach up to 20 files (JPEG, PNG, or PDF — max 10 MB each). Once submitted, click Submit Query.

🚫 Only one active query can be open per adjustment at a time. If a query is already in progress, you won't be able to submit a duplicate.

*

The query form — description field, evidence upload, and Submit Query button.

📬 What happens after you query

Once you've submitted a query, you'll receive a series of email updates as your case moves forward. You can also track progress at any time on the adjustment detail page.

Email: Query escalated to carrier — we've raised your query with FedEx. The carrier typically responds within 2–3 weeks.

Email: Final outcome — in this example the charge was confirmed after carrier review and you'll be invoiced.

📎 If we need more information

In some cases, our billing team may need additional evidence before escalating your query to the carrier. If this happens, you'll be notified and your adjustment will move to an Additional Info Requested status.

📋 Possible outcomes

After your query is reviewed, your adjustment will be updated to one of the following outcomes:

• Closed – Charge Waived: your query was successful. The charge has been removed and you won't be invoiced.
• Closed – Charge Upheld: after reviewing the query and shipment details, the carrier confirmed the adjustment stands. You'll be invoiced for the original amount.
• Resolved Partial - the carrier agreed to reduce the charge. You'll be invoiced for the reduced amount only.

*

Left: Closed – Charge Waived — no invoice will be raised. Right: Accepted — the charge stands and you'll be invoiced.

📧 Transactional emails — what to expect

TUNL sends automated emails to your billing email address at each key stage of the adjustment lifecycle. Here's a summary of what you'll receive and when:

📋 Adjustment statuses at a glance

💸 Paying a carrier adjustment invoice

Once an adjustment is accepted or upheld, it will appear as a carrier adjustment invoice in your Account section. If you're used to finding these under Rebilling, the label has changed — look for Carrier Adjustments in your transaction history.

• Go to **Settings → Account
• You can see your overall account status and settle your carrier adjustment/s along with any other amounts owing. 
• Alternatively, if you would like to settle the carrier adjustment directly, you can locate the carrier adjustment invoice on the invoices table
• Find the adjustment you’re looking for and click Pay Now and choose your payment method

💡 Tips to avoid carrier adjustments

Weight and dimensions

• Always double-check your parcel's actual dimensions and weight before booking - round each dimension up to the nearest whole number (e.g. 23.3cm → 24cm), then add 1cm to each side as a buffer, as even small differences can trigger an increase in chargeable weight
• Select the correct packaging type when booking your shipment, if your item shipped in a flyer bag, make sure to select that option, as these pack types can scan differently at the carrier's facility and may affect your chargeable weight
• Take a photo of your packaged parcel on a scale and next to a tape measure before handing it over - this is your strongest evidence of correct dimensions if a query is raised later

Packaging and handling

• Use corrugated cardboard outer packaging where possible — metal, hard plastic, wooden crates, Styrofoam, and shrink-wrapped packaging can all trigger an Additional Handling Surcharge
• Avoid cylindrical or round outer packaging (e.g. art tubes) where an alternative is available — these are a common AHS trigger
• If your item requires fragile or non-stackable stickers, be aware the carrier may apply a Non-Stackable surcharge when they handle the parcel
• If you regularly ship large or heavy items, make sure your declared dimensions and weight are accurate — a correction that pushes you into oversize territory will result in both a chargeable weight adjustment and an additional surcharge

Deliverability

• Always enter the full delivery address at booking — unit numbers, apartment numbers, floor levels, and building names are commonly missed and are a leading cause of address correction charges
• Double-check the recipient's contact details too — an undeliverable shipment returned to sender will result in a return charge being passed on to you
• Make sure your customs documentation is accurate and complete — incorrect or incomplete documentation is a common reason for rejection at customs, which can trigger a return

👩‍💻 Need help?

If you have questions about a carrier adjustment, want to follow up on a query, or need help with evidence, our support team is happy to help 💬

Reach out to our Support Team on WhatsApp or Email 💙

Keywords: carrier adjustment, chargeable weight change, tunl carrier adjustment, tunl weight adjustment, fedex adjustment, ups adjustment, carrier billing dispute, query carrier adjustment, accept carrier adjustment, tunl adjustment status, chargeable weight, volumetric weight, carrier adjustment invoice, auto accepted, adjustment reminder, billing email

Updated on: 21/05/2026