Weight Discrepancy

Product Info

Weight Terminology

Weight Slab for Charges Change:

What is Weight Discrepancy?

Weight discrepancy arises when there is a difference between the weight entered by the seller and the actual weight recorded by the courier company. During this period, Shiprocket holds the additional amount on-hold. Sellers are notified via a pop-up and email to take action.

Weight Discrepancy Statuses

Auto-Accept Rule

If a seller does not dispute or accept a weight discrepancy within 7 days, it is auto-accepted. Shiprocket sends 3 reminder emails — on the same day, on Day 4, and on Day 3 before auto-accept.

Packaging Tips to Reduce Weight Errors

• Package size should exactly fit the product.

• Measure dimensions of the package, not the product.

• Maintain consistent packaging across similar products.

• Ensure packaging weight is proportional to product weight.

• Photograph packages from multiple angles (length, width, height) and on a digital scale to document weight clearly.

Couriers with Image-Based Weight Dispute

Sellers can map SKUs to saved packages and request volumetric weight freezing by providing image proofs — this can prevent weight discrepancy charges for shipments using those packages.

Path: Setup and Manage > Packaging > Package Master > Upload Images

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SOP — Weight Discrepancy (Auto-Accept)

Sir / Ma'am, the weight discrepancy was auto-accepted because the dispute was not raised within 7 days. We send 3 reminders to your registered email ID — on the same day, on Day 4, and on Day 3.

Scenario 1 — Seller accepts

Create FCR ticket.

Scenario 2 — Seller disagrees or threatens

Create NFCR ticket. Transfer call to L2 if threat is involved.

Nugget Ticket (FCR)

Nugget Ticket (NFCR — Dispute)

Weight Dispute

While working on the weight dispute case, below are the mandatory checks:

• Scanned Image from the courier received or not

• Product name and qty

• Weight type

• Rejection reason(If any)

Within How many days can the seller take an action on weight discrepancy?

Within 7 working days, the seller can either accept the weight discrepancy or raise a weight dispute. If no action is taken, then it will be updated as auto-accepted, and the excess amount will be charged.

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FAQs

What are the reasons for weight disputes?

• Incorrect or loose packaging, including Flyers.

• Incorrect weight and dimensions updated in the system - Incorrect dead weight or dimensions updated in the panel. This could be an intentional or unintentional error. 

What are the benefits of weight freeze?

• There will be a reduction in weight discrepancy.

• Shorter billing cycle. The average billing timeline is 21 days, but with weight freeze process, it can come down to 4 days

• Peace of mind for sellers. More time to focus on growth and other business activities.

What are the types of weight freeze?

1. SKU freezing– This is beneficial for sellers sending only single shipments. This is applicable for mapped SKUs with minimum one shipped order

Path:- Panel> weight management >weight freeze>not requested >select SKU>select request weight freeze>mention product details, package details, upload images, and submit request for weight freeze.

Seller can export product sample file>fill details and upload file as well for bulk upload from the panel

2. Box level freezing-This is beneficial for multiple Shipments getting shipped in one box. Quantity

This is applicable for the shipment with volumetric weight > dead weight (includes the item inside the box, packaging fillers, and box weight)

Path:- Panel> Setup & Manage >Packaging>select create new package and add package details, dimensions, images, and add SKU.

The seller can download the sample Bulk SKU upload format, add SKU details in the format, and upload for bulk freeze.

3. SR Suggested - SKU Level freezing -This is beneficial for SKUs where only a single quantity is getting shipped

Based on historical data, we suggest that the seller to take action for the weight freeze under the Action Required tab under the Weight Management tab

Seller has to take action from panel>weight management> weight freeze>Action Required tab.

Incase of lack of any action from the Seller for SR suggested shipments, the weight freeze, etc., will be auto-accepted by the weight team.

It takes 72 working hours to accept or reject the weight freeze request by the courier. And the investigation TAT will remain as 5-7 working days.

What are the top weight freeze rejection reasons

• Incorrect/missing post  packaging images

• Dead weight not clear

• Incorrect measurements

What are the reasons for SKU unfreeze?

• If the product name or HSN code for a  frozen SKU is modified, the freezing logic will become ineffective.

Example – While the SKU freezing request was approved with the product name entered as “Tablet,” however at the time of order creation, the seller mentioned the name as “ Tablet 2.0 “

• If the seller changes the packaging and starts using bigger size packaging, then based on the courier MIS report, the SKU-PID will unfreeze.

• If the product price of the frozen shipment is changed by >25% of the current price, the system will auto unfreeze SKU-PID

How can the incorrect weight & dimensions by sellers be reduced?

• Focus on SKU freezing to reduce discrepancies.

• Use different SKUs for different products.

• Dead weight should be entered in kg, not in grams

• Volumetric weight should be in cm, not in inches

Random 1X1X1 dimension & Standard 0.5kg dead weight entered by sellers.

**What will be the communication flow?                                             **

• The weight discrepancy gets uploaded on the panel every Thursday as day zero (0)

• Seller gets notified about the discrepancy via panel notification, followed by the remaining day's visibility on the panel.

• Seller will also receive an email and SMS on day 1, alternate day, and on remaining days 3,2 and 1 to take action against the raised discrepancies. 

What is the weight dispute escalation and re-escalation process?

• The seller can escalate the dispute from the panel within 48 hours of dispute rejection.

• In case the 1st escalation gets closed against the seller, then the seller can re-escalate the dispute within 48 hours from the panel.

• On re-escalation rejection, the Seller can only get the dispute escalated by contacting customer support and raising the ticket.

• Seller can also write to weights@shiprocket.com directly (this is shared on SR social media platform)

How to Do on Seller Panel

View Weight Discrepancies

1. Go to Billing > Weight Discrepancy (or via the Weight panel from the left menu).

2. View the discrepancy details: date, AWB, product info, applied weight vs. entered weight.

Accept a Weight Discrepancy

1. Go to Billing > Weight Discrepancy.

2. Find the discrepancy and click Accept.

3. The on-hold amount is charged.

Raise a Weight Dispute

1. Go to Billing > Weight Discrepancy.

2. Find the discrepancy and click Dispute.

3. Upload images and evidence if available (e.g., package photos with dimensions, weight scale).

4. Submit the dispute.

Disputes must be raised within 7 days to avoid auto-accept.

Save Package Dimensions to Avoid Errors

Go to Setup and Manage > Packaging > Package Master > Save packages with correct dimensions. Map SKUs to packages and upload image proofs to request volumetric weight freezing.

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Mobile App — How to Do

View Weight Discrepancies (Mobile)

1. Tap three-dots menu at bottom.

2. Tap Finance or Weight Discrepancy (depending on app version).

3. View new discrepancies and take action.

Act on a Weight Discrepancy (Mobile)

1. Find the discrepancy.

2. Tap Accept to accept or Dispute to raise a dispute.

3. Upload supporting images if disputing.

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Additional Product Knowledge

Weight Freeze (Freeze Dimensions to Prevent Discrepancies)

Sellers can freeze the actual weight and dimensions of specific products/packages to prevent frequent weight discrepancies.

Path: Weight Management > Weight Freeze

Steps:

1. Go to Weight Management > Weight Freeze from the left menu.

2. Click Request Weight Freeze for your preferred SKU.

3. Fill out the form.

4. Upload at least 1 product image and 5 final package images. Make sure length, width, height, and weight are clearly visible.

5. Submit.

Unfreeze: Weight Management > Weight Freeze > Request Accepted section > Search for product name or ID > Click Unfreeze Weight.

Bulk unfreeze also supported via Import Products button.

Accept Weight Discrepancies in Bulk

Weight Management > Weight Discrepancy > New Discrepancies tab > Select checkboxes > Select Bulk Action > Accept All Discrepancies.

Export Weight Discrepancy Report

Weight Management > Weight Discrepancy > Download icon (top right) — report sent to registered email.

Minimum Weight Charge

• Standard: 0.5 kg (minimum default weight for any shipment).

• India Post: Accepts shipments from 50 grams.

Dispute Resolution TAT

Once a weight dispute is raised, it is forwarded to Shiprocket's weight experts. TAT: minimum 7 days for resolution.

On-Hold Amount

When a weight discrepancy is raised, the additional amount (difference in charge) is put on-hold in the wallet — reserved until the dispute is resolved and cannot be used.

Weight Discrepancy Statuses