Rollo Support

Adjustments are additional charges (or refunds) issued by USPS or UPS after they audit your package, not extra fees from Rollo. If the weight, dimensions, package type, or ship-from address the carrier records differs from what was entered when the label was created, the carrier corrects the price, and the difference is posted to your Rollo Ship balance. 

USPS adjustment reports usually arrive around the end of the month, so an adjustment can show up weeks after the package shipped.

1. You enter the package details (weight, dimensions, package type, addresses) when you create a label, and you pay the rate based on that information.

2. The carrier audits packages as they move through its network and records the actual weight, dimensions, and origin.

3. If the audited details do not match what was entered, the carrier bills the difference. Rollo posts the adjustment to your Rollo Ship balance and sends you an adjustment notice by email listing the service, tracking number, amount, and reason.

4. A negative amount on the notice is money back. Carriers also issue adjustment refunds, for example for their own billing corrections, misrouting, or overcharges. 

5.  Carrier will make the final decision and Customer is responsible for paying reimbursing any and all adjustments ultimately adjudicated and issued by Carrier which will be deducted from Customer’s account. Each adjustment will incur a $1.00 audit fee.

1. Weight or dimension correction. The carrier's audit measured a different weight or size than what was entered. Large packages are often billed by dimensional weight, so even a small size difference can change the price.

2. Package type mismatched. This is a frequent one with USPS flat rate packaging. If you ship in a Priority Mail Flat Rate Box but the label was purchased as regular Priority Mail or Ground Advantage, USPS charges the difference to the correct flat rate service. Flat rate packaging must be paired with the matching flat rate label.

3. Zone adjustment. The label was purchased with one ship-from ZIP code, but the carrier scanned the package into its network from a different ZIP code in another zone. Rates depend on the distance between origin and destination, so the carrier bills for the extra distance.

4. Additional handling (UPS). Charged when a package needs special handling. These include if the package isn't fully encased in cardboard, including if the package has straps or is closed using staples. A package that is encased in a soft-sided pack (e.g., poly bags and bubble mailers) that exceeds 18 inches along its longest side or 14 inches along its second-longest side or 6 inches in height.  A package with an outer shipping container covered in shrink wrap or stretch wrap. Any cylindrical-like item, including but not limited to barrels, buckets, cans, drums, mailing tubes or pails. Any package routed through UPS’s irregular package sortation process, including but not limited to packages 1 inch or less in height. Or, any other package that requires special handling, as determined by UPS in its sole discretion. Over-maximum dimensions. Packages larger than the carrier's limits cannot go through normal sorting and are billed accordingly.

5. Short-paid and census adjustments (USPS) are corrections applied when the postage initially paid does not match the amount USPS determines is required based on their verification (e.g., weight, dimensions, or mail class).

6. Pickup fee corrections (UPS). Extra pickup charges can appear if the pickup details changed after the request. If you were charged twice for a pickup you already paid for, contact support so the team can review it.

7. Prohibited or restricted items. Carriers can charge a fee if a package is found to contain items they do not allow. 

1. Weigh and measure the packed box, not the empty one. Measure the outside of the box after packing. The dimensions printed by the box manufacturer are usually interior dimensions, and flaps and cardboard thickness add to the outside size.

2. Round up honestly, but enter real numbers.  The carrier bills from its own audit, not from your entry.

Match the package type. If you use USPS flat rate packaging, select the matching flat rate service and box size when creating the label.

3. Use the correct ship-from address. Buying a label with one origin ZIP and shipping from another leads to zone adjustments.

4. Enter the correct recipient address. Inaccurate delivery information can also trigger corrections. 

Repeated or excessive adjustments can lead to suspension of your Rollo Ship account or penalties from the carrier, so accurate entries matter. 

You cannot dispute an adjustment yourself inside the app, and Rollo cannot simply remove a carrier's charge. Rollo files the dispute with the carrier for you, and the carrier makes the final decision.

1. Contact Rollo support within 7 days of the adjustment posted date.

2. Forward the adjustment notice email you received, or share the tracking number, adjustment amount, and reason for each charge you want to dispute.

3. Provide supporting evidence. The strongest evidence is a photo of the same package (or an identical replica) on a scale showing the weight, plus the dimensions. For zone adjustments, provide proof of the ship-from address, such as a drop-off receipt.

4. Rollo forwards the dispute to USPS or UPS and updates you by email with the carrier's answer.

5. If the carrier approves the dispute, the credit is applied to your account. UPS credits can take up to 30 business days to appear.

If the carrier rules the charge valid, the adjustment stands, and you are responsible for it under the Terms of Service.

Adjustments are deducted from your Rollo Ship balance. If an adjustment pushes your balance negative, Rollo collects the amount due using the payment method on file to bring the balance back to zero, as described in the Terms of Service. 

Please do not dispute an adjustment through your bank; bank chargebacks carry a dispute fee and can lead to account suspension. Instead, contact Rollo support so the team can dispute the charge with the carrier. 

Still stuck? Start a chat with Rollo support, and we will review your adjustment with you.