How does Shop | Tokopedia calculate shipping fees to be paid by the Seller?

Shipping fees to be paid by the sellers to platform are calculated by the seller input chargeable weight or LSP's measured chargeable weight, whichever is higher. For both sellers and LSP's Chargeable weight, we will take the greater of Gross weight or Volumetric weight. In addition, the system will charge the seller based on the LSP's recorded pickup location rather than seller's maintained pickup address.

• Gross weight: Refers to the weight of the package on a weighing scale, and includes the weight of both the product and its packaging. Usually this applies to packages which do not take up a large amount of space.

• Volumetric weight calculation will be attained by the following formula:

Example :e.g. Package gross weight (measured by logistic service provider) : 1.5kgPackage dimension( measured by logistic service provider) : 50cm*50cm*75cmSo the gross weight is 1.5kg, volumetric weight is 50*50*75/6000=31.25 kgNote: The seller can fill in the accurate volume and weight data of the products after packing in the Product Creation Page or Product Management Page, and the system will calculate estimated shipping fees for your reference. However, the actual paid shipping fees may vary based on the actual address of buyer and seller, the actual measurement provided by the logistic service provider,etc.

---

How does Shop | Tokopedia calculate shipping fees to be paid by the Buyer?

Buyer paid shipping fees are calculated by the gross weight or volumetric weight - see in section 1 (based on the weight and dimension you enter when listing a product), whichever is higher. In addition, buyer paid shipping fees are calculated by seller default warehouse address during orderTherefore,
1.Discrepancies in chargeable weight: if there is any difference between the product information input by Seller and the actual measured data provided by the logistics service provider, there may be a discrepancy between the shipping fee to be paid by the seller to TikTok Shop by Tokopedia and the shipping fee to be paid by the buyer to the seller.
2.Pickup address discrepancies: if there is any difference between seller default warehouse address during order and the LSP's recorded pickup location may be a discrepancy between the shipping fee to be paid by the seller to TikTok Shop by Tokopedia and the shipping fee to be paid by the buyer to the seller.
Note: Usually, the buyer pays a shipping fee to the seller and the seller pays the shipping fee to TikTok Shop by Tokopedia. However, if the seller chooses to cover the shipping fee for the buyer, it means that all shipping costs will be charged to the seller, and the buyer will only pay for the product.

---

How to check the shipping fee bill

*The following pictures displayed are from a test account for reference only

• Entrance: Seller Center

• Click View Details to jump to the order details of a single order.

---

How to submit overcharged shipping fees claim

Access to submit a claim:

• Login into Seller Center, scroll down and click Help Center

• Click My ticket

• Click Create New Ticket

• You need to choose the correct ticket topic as follows and provide photos measuring the weight, length, width and height of the parcel instead of the goods.
• Topic: Order Fulfillment-Logistics and Fulfillment

• Details: Shipping fee inquiry

Note: If there were no photos taken before shipment, sellers can take photos of another packed item that is similar to the original item and submit them as proof.

• Measurement of weight：

• Measurement of dimension(width,length and height)：

Note：If the shipping fee is overcharged due to a mismatch in the pickup address, please provide proof (such as LSP records - the actual pickup address must be shown, and a picture of the seller's shipping address when the buyer places an order) to prove that the LSP actual pickup address is consistent with the seller's default warehouse address during the order period.

---

FAQ

Why is the logistics fee paid by the seller different for orders with the same quantity of goods?

Since the packaging of every parcel for the same goods may be different, the actual shipping fee of the same goods may be different due to the different parcel dimensions.

Why do the actual shipping fees and estimated shipping fees not match?

1.The logistics service provider weighs the package and measures the dimension of the actually received parcel. If the weight and dimension you enter for a product listing differs from the actual measurement of the parcel measured by logistics service provider, the actual shipping fees the seller paid will be different from the estimated shipping fees( based on the product information you entered).
2.Pickup address discrepancies: if there is any difference between seller default warehouse address during order and the LSP's recorded pickup location.

Who will bear the logistics fee under the failed delivery scenario?

If logistics service provider fails to deliver the package to buyer, platform will bear the shipping fee, seller will not be charged.

How to fill in the correct weight and dimension of the parcel to avoid being overcharged by the logistics service provider?

Please note that the size and weight should be measured after packaging for logistics transportation. For example, the size and weight of clothing and collapsible household items should be measured in their folded and packed status. Therefore, the seller needs to fill in the accurate volume and weight data of the products after packing in the Product Creation Page or Product Management Page.

What is the validity time period for sellers to submit a claim request for lost orders or shipping fee costs?

Sellers have 40 calendar days to complain about lost orders (including returned packages) or claim overcharged shipping fee costs.