En:Notes on billing

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!