Price adjustment for Mondial Relay shipping

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Summary: broceliandemoto is having a recurring problem with Packlink, which keeps adjusting the prices of their shipments via Mondial Relay due to allegedly incorrect weight or dimensions. Even though they always enter the exact weights, Packlink continues to send adjustment notifications. Attempts to get help from customer service run into automated responses. broceliandemoto is looking for advice on how to protect themselves and get a refund.

Hello, since January 2026 I have been receiving emails regularly from Packlink:

"Dear customer,

This email concerns a price adjustment of 7.3€ (+ 20% VAT if applicable) on your shipment (- via Mondial_Relay).

Mondial_Relay has checked your parcel and found dimensions or weight different from those declared, which led to this rate adjustment.

You will find the details below :

Declared : 2kg / cm x cm x cm.
Actual : 11.947kg / -cm x -cm x -cm.

Reason for the adjustment : Excess actual weight. The parcel's actual weight is higher than the declared one

To avoid this type of situation, please check the actual weight and dimensions (length, width, height) of your parcel before shipping. We invite you to consult the following article ..."

I always put the correct weights for the parcels.

Am I the only one receiving this kind of emails?

How do you protect yourself and get reimbursed (I take a photo of the parcel on the scale)? I tried to report this problem to Packlink customer service, but it didn't work. The replies are always automatic:

"Hello,

We have checked the notification from mondial_relay, we have indeed found an error in the transfer of the reported data..."

Thank you for your help