En:Notes on billing: Difference between revisions

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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.
=When is and what is charged=
We always invoice you for the parcel stamps issued on the first working day and, if applicable, on the 15th of the month (if the invoice amount exceeds EUR 100).  
For various reasons, all shipping service providers may also charge additional costs for individual shipments. These costs will be invoiced to us and passed on to you 1:1 without prior plausibility check. These include, for example, island surcharges, costs for a change of address or additional charges, e.g. due to excess weight.


A list of possible reasons for surcharges can be found on the pages of the shipping service provider:<br/>
The invoice itself and a list of the individual stamps and additional charges can be found in the program under ''System - Account - Invoice''. You should always check these immediately upon receipt.
If a surcharge is not clear to you or has been incorrectly invoiced, we have compiled your options below for submitting a complaint to the individual shipping service providers.
 
 
=Possible additional charges=
 
You can find a list of possible reasons for surcharges on the pages of the shipping service providers:<br/>
[https://www.ups.com/de/de/support/shipping-support/shipping-costs-rates.page UPS]<br/>
[https://www.ups.com/de/de/support/shipping-support/shipping-costs-rates.page UPS]<br/>
[https://www.dpd.com/de/de/support/versandbestimmungen/ DPD]<br/>
[https://www.dpd.com/de/de/support/versandbestimmungen/ DPD]<br/>
[https://www.dhl.de/de/geschaeftskunden/express/produkte-und-services/zuschlaege.html DHL]<br/>
[https://www.dhl.de/de/geschaeftskunden/express/produkte-und-services/zuschlaege.html DHL]<br/>


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.
The most common recalculations we forward are
 
== 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 [https://www.ups.com/track?loc=de_DE&requester=WT/ 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 [[Shipping_to_foreign_countries#DPD | 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 [https://www.dpd.com/tracking/(lang)/en_DE DPD tracking page].
==UPS==
A list of possible surcharges can be found here: [[File:DPD Nachberechnungen.pdf]], the explanations online [https://www.dpd.com/de/de/support/versandbestimmungen/ 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.
* Address correction (by UPS, the shipper or the sender)
* Undeliverable return due to incorrect address or the recipient was not found several times
* Island deliveries / areas difficult to access
* Additional handling (for parcels over 25 kg)
* Maximum permissible weight / permissible girth has been exceeded


====Possible recalculations====
Information on the maximum sizes and weights can be found [https://support.shipcloud.io/de/articles/5505390-ups-maximalmasse-und-gewicht-zuschlage-und-zusatzliche-gebuhren here]


==DPD==
* Forwarding surcharge (if the permissible girth has been exceeded)
* Overweight surcharge
* Correction from a purchased weight class to an actual weight class
* Missing customs documents
* Seasonal surcharge (basic price increases in November and December)


*Forwarder's surcharge (if the permissible belt dimension was exceeded)
You can find an overview of all surcharges and the corresponding costs [[Medium:Zuschläge_DPD.pdf|here]]
*overweight surcharge
*missing customs documents
*seasonal surcharge (basic price increases by 0.27 Euro in November and December)


==DHL==
* Routing code charge (researching the correct address, incorrect application of the parcel label). To avoid this, please read this [https://www.winestro.wiki/images/6/65/Infoblatt-Leitcodierung-Versandlabel-richtig-erstellen.pdf information document].
* Weight corrections
* Returns
* late posting of a consignment (a parcel must be posted within 10 days)


'''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.
You can find information on DHL surcharges on the [https://www.dhl.de/en/geschaeftskunden/express/produkte-und-services/zuschlaege.html website].


====Unexplained backbilling====
= Checking the recalculation =


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.
If we have added one of the above-mentioned surcharges to a shipment, first check the shipment history. In some cases (address corrections or returns to the sender), this will already provide information as to whether the surcharge is justified. It is advisable to look at both the tracking from Shipcloud and the original from the respective shipping service provider (can be found as a link in the tracking from Shipcloud or at [https://www.ups.com/track?loc=en_DE&requester=ST/ UPS], [https://www.dpd.com/de/en/empfangen/sendungsverfolgung-und-live-tracking/ DPD] or [https://www.dhl.de/en/privatkunden/dhl-sendungsverfolgung.html DHL]). Please note that address corrections cannot only be made by the shipper. The recipient or UPS can also do this, but the costs are always charged to the sender.  


== DHL ==
In the case of DPD, the invoice itself provides information on the weighed weight for surcharges due to overweight.


===Check your statement===
=Complaint about the recalculation=


You may also be able to find out initial information from DHL via the [https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html detailed shipment tracking]. Take the above [https://www.dhl.de/de/geschaeftskunden/express/produkte-und-services/zuschlaege.html info from the DHL website to help].  
If you are billed for a subsequent invoice that you cannot explain or consider to be unlawful, you can complain about it. The procedure differs depending on the shipping service provider.


====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: [[File:Infoblatt-Leitcodierung-Versandlabel-richtig-erstellen.pdf]].
==UPS==
Create a complaint via ''Post - Parcels - Damage'' and click on the green plus.
The screen will now open to create a new damage report/request for investigation. However, since you do not want to create a damage report, but want to file a claim for a recalculation, you must check the field '''Recalculation''' in the question: ''Do you want to submit a claim or file a claim for an incorrect recalculation? - select the '''Recalculation''' field.  
The screen will then change and you can carry out the following steps


Furthermore, there may be additional charges due to weight corrections or returns.
* upload the recipient invoice (directly from Winestro.Cloud or upload your own PDF file)
* enter the tracking number
* enter the net value of the incorrect recalculation
* Specify the invoice number on which the recalculation is listed


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.
==DPD==


====Unexplained items====
Please write us a ticket stating the shipment number and the invoice number in which you were charged the surcharge. Please also attach the corresponding recipient invoice (the invoice to your customer). If the order consists of several shipments, please also state all other parcel numbers directly and let us know how many and which bottles were in the respective boxes so that we can act directly and contact DPD.


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.
==DHL==
Please act here in the same way as with DPD
* indicate the item number on the above invoice to be refunded
* briefly describe why the recalculation is not correct, precise details of weight, package dimensions and how the package was packed should be included here!

Latest revision as of 07:52, 22 October 2024

When is and what is charged

We always invoice you for the parcel stamps issued on the first working day and, if applicable, on the 15th of the month (if the invoice amount exceeds EUR 100). For various reasons, all shipping service providers may also charge additional costs for individual shipments. These costs will be invoiced to us and passed on to you 1:1 without prior plausibility check. These include, for example, island surcharges, costs for a change of address or additional charges, e.g. due to excess weight.

The invoice itself and a list of the individual stamps and additional charges can be found in the program under System - Account - Invoice. You should always check these immediately upon receipt. If a surcharge is not clear to you or has been incorrectly invoiced, we have compiled your options below for submitting a complaint to the individual shipping service providers.


Possible additional charges

You can find a list of possible reasons for surcharges on the pages of the shipping service providers:
UPS
DPD
DHL

The most common recalculations we forward are

UPS

  • Address correction (by UPS, the shipper or the sender)
  • Undeliverable return due to incorrect address or the recipient was not found several times
  • Island deliveries / areas difficult to access
  • Additional handling (for parcels over 25 kg)
  • Maximum permissible weight / permissible girth has been exceeded

Information on the maximum sizes and weights can be found here

DPD

  • Forwarding surcharge (if the permissible girth has been exceeded)
  • Overweight surcharge
  • Correction from a purchased weight class to an actual weight class
  • Missing customs documents
  • Seasonal surcharge (basic price increases in November and December)

You can find an overview of all surcharges and the corresponding costs here

DHL

  • Routing code charge (researching the correct address, incorrect application of the parcel label). To avoid this, please read this information document.
  • Weight corrections
  • Returns
  • late posting of a consignment (a parcel must be posted within 10 days)

You can find information on DHL surcharges on the website.

Checking the recalculation

If we have added one of the above-mentioned surcharges to a shipment, first check the shipment history. In some cases (address corrections or returns to the sender), this will already provide information as to whether the surcharge is justified. It is advisable to look at both the tracking from Shipcloud and the original from the respective shipping service provider (can be found as a link in the tracking from Shipcloud or at UPS, DPD or DHL). Please note that address corrections cannot only be made by the shipper. The recipient or UPS can also do this, but the costs are always charged to the sender.

In the case of DPD, the invoice itself provides information on the weighed weight for surcharges due to overweight.

Complaint about the recalculation

If you are billed for a subsequent invoice that you cannot explain or consider to be unlawful, you can complain about it. The procedure differs depending on the shipping service provider.


UPS

Create a complaint via Post - Parcels - Damage and click on the green plus. The screen will now open to create a new damage report/request for investigation. However, since you do not want to create a damage report, but want to file a claim for a recalculation, you must check the field Recalculation in the question: Do you want to submit a claim or file a claim for an incorrect recalculation? - select the Recalculation field. The screen will then change and you can carry out the following steps

  • upload the recipient invoice (directly from Winestro.Cloud or upload your own PDF file)
  • enter the tracking number
  • enter the net value of the incorrect recalculation
  • Specify the invoice number on which the recalculation is listed

DPD

Please write us a ticket stating the shipment number and the invoice number in which you were charged the surcharge. Please also attach the corresponding recipient invoice (the invoice to your customer). If the order consists of several shipments, please also state all other parcel numbers directly and let us know how many and which bottles were in the respective boxes so that we can act directly and contact DPD.

DHL

Please act here in the same way as with DPD

  • indicate the item number on the above invoice to be refunded
  • briefly describe why the recalculation is not correct, precise details of weight, package dimensions and how the package was packed should be included here!
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