Unknown charges

If you have been issued a charge from Packlink and you are unsure why, first we need to identify the shipment. Please follow the steps below:

Identify the Packlink reference number associated with the charge

1. Access your Packlink PRO account.
2. Click Settings, on the top right of your screen.
3. In the menu on the left, click Billing and Invoices and select the Transactions tab.
4. Find the date and amount that match the charge you’ve received.
   If you don’t find a matching amount, expand the search by clicking Date range and selecting a wider period.
5. Once you’ve located the charge, click the corresponding link in the Transaction ID column.
6. You’ll be automatically redirected to the shipment related to the charge. Click See details to access the shipment’s post-sales page.
7. On the left hand side, click the icon to copy the Shipment reference.

Disputes an underpayment fee

Once you have identified the Shipment reference number, please follow the steps below:

1. Click here to open a claim.
2. Choose Billing from the available ticket types.
3. Enter the Shipment reference related to the charge.
4. Describe your claim and provide details about the charge.
5. Click Create.

Evidence is required

The Packlink customer service team may require photographic or additional proof to dispute the charge with the carrier. To certify the weight and dimensions of your package, you can use, for example, a ruler for the dimensions and a scale for the weight.

For more information, check the article additional charges due to difference in weight.