FAQ

If the sender pays for a shipping label on HKP’s EC-Ship Online Portal, and notice a discrepancy between the declared item weight on the shipping label and the item weight shown on the electronic scale of HKP when posting an item, can the paid shipping label still be used? What is the handling procedure?

• Yes.
• In case the item weight shown on HKP’s scale is heavier than the declared item weight on the shipping labels and also the actual postage payable is higher than the amount paid by the customer online, post office staff will update the item weight details shown on the printed shipping labels for the sender. The customer has to make up the difference at post office counters by cash, EPS or Octopus (Only available in counters installed with Octopus facility).
• In case the item weight shown on HKP’s scale is lighter than the declared item weight on the shipping labels and also the actual postage payable is lower than the amount paid by the customer online, counter staff will update the item weight details shown on the printed shipping labels for the sender. The customer can apply for a refund via EC- Ship online portal after posting.
• The sender should go to “Edit/ View Shipping Label” page at EC-Ship Online Portal and apply for a refund for the paid shipping label. Please complete the following steps at the web page:
  • Step 1: Click “Posted”.
  • Step 2: Search for one or more cancelled shipping labels.
  • Step 3: Click “View” against the label.
  • Step 4: Click “Refund” at “Payment Details” page.

It will take around two to four months (from the date a customer of submitting a refund request) for each refund application to be vetted. Once the application is approved, a refund instruction will be issued to the credit card bank for further processing. The refund will be re-credited to the credit card account through which the postage payment was made.