Understanding Extra Charges in Shipments on OTO
In this article, we will explain the situations where extra charges may apply to your shipments and be deducted from your wallet in OTO.
Q1: How can I view all transactions under my account?
You can view all of your transactions, including charges and deductions related to your shipments, by following these steps:
Go to Settings.
Click on Transactions.
From this page, you’ll be able to see the full list of transactions on your account.
Note: The screenshot below will help guide you through the navigation process.
Q2: How can I download the invoice for charging my account?
Whenever you top up your wallet on OTO, you will usually receive the invoice by email. You can also download it from your dashboard:
Go to Settings → Transactions.
Use the filter option and select Credit Purchase.
Download the invoice from the Invoice Link column.
Q3: What types of extra charges may apply to my shipments?
Here are the most common reasons for extra charges on your shipments:
Weight Difference: If the weight entered when creating the shipment is different from the actual weight recorded by the delivery company, extra charges will apply.
Return Fees: For international shipments, if the package is returned before reaching the customer, return fees may be charged.
Custom Fees: In some countries, international shipments may incur customs fees. If the end customer refuses to pay these fees, they will be deducted from your OTO account.
Destruction Fees: If a shipment is neither delivered nor returned, the delivery company may destroy it. This process can incur extra charges.
Address Change: If the delivery address is changed to a further location, additional charges may apply.
Cash on Delivery (COD) Fees: Additional charges may apply when COD is selected as the payment method for the shipment.
Other Deductions: Any other charges will be clearly described in your Transactions report.
Q4: Why did my wallet balance go into the negative?
A negative balance usually happens due to deductions on your shipments for reasons like:
Weight differences
Return or destruction fees
Customs fees
COD or other service-related fees
To see the exact reason:
Go to Settings → Transactions.
Search for the specific shipment.
Check the Description column for the details of the deduction.
Q5: When do deductions happen to my account?
Deductions are made after your shipment is processed and reviewed by the delivery company. These deductions occur in cases such as:
Differences in weight or dimensions
Return, customs, COD, or destruction fees
To view the details of any deduction:
Go to Settings → Transactions.
The reason for each deduction will be shown in the Description section.
Q6: When do refunds & additions happen to my account?
Difference in weight: if the weight you entered was greater than what the delivery company weighs.
Refunds for cancelled shipments.
Promotions: if you use a promo code when you charge your wallet.
To view the details of any refund or addition to your wallet:
Go to Settings → Transactions.
The reason for each refund will be shown in the Description section.
Q7: What’s the difference between Actual Weight and Dimensional Weight? Which one is used for charges?
Actual Weight is the real, physical weight of your shipment.
Dimensional Weight (or volumetric weight) is based on the space the package occupies.
Shipping companies charge based on the higher of the two weights. That’s why it’s important to enter the correct weight and dimensions when creating your shipment in OTO.