Parcel2go and Hermes Overweight Parcel “Extra Payment Required” Rip Off.

Have you had the “Extra Payment Required” email from Parcel2Go?

As online sellers, we access the services of Hermes/myHermes sometimes direct, and sometimes through – depending which platform we are booking from.

Years ago, everyone used to book everything at 0.99kgs and anything up to about 3kgs would go through without a hitch. That was never going to last.

In the last 18 months, Hermes have started routinely weighing everything, so weights must be accurate. No big deal and not rocket science to make sure which band your parcel falls into, right?

We only use Parcel2Go/Hermes for low value parcels (things you can afford to lose) under two kilos. So there are two bands: 0 – 1kg and 1 – 2kg.

We use digital mail scales, so we know our weights are right. Thus we know that we are booking the correct weight band.

So here is what happens. About once a week, sometimes twice a week, we get this email: Door 2 Door Courier Service
Failure to respond to this request could result in delays to your parcel delivery. 
Dear [customer name],Thank you for booking with us and using Hermes to send your parcel.

Unfortunately, Hermes have informed us that your parcel weighed/measured more than was declared when it was booked on our website. The parcel was declared as 1.00kg (20 x 20 x 20), however the actual weight/dimensions are 1.10kg (20 x 20 x 20).

We understand mistakes can be made and we operate tolerances to allow for small mistakes, however due to the size of this discrepancy, we unfortunately need to charge for this misdeclaration.

Also, due to the increased cost in processing misdeclarations, which include identifying and weighing the parcel, an additional handling charge of £2.50 is included in the underpayment total.

The total underpayment due is £ 3.49 + VAT. You can pay this charge now via the link below or find it in your basket and pay it the next time you check out with us.

Pay This Now
Kind regards,
The Underpayments

Cute huh?

Occasionally human error happens, so those of us who send many parcels will expect to make the odd mistake and have this bite us in the arse.

However, I have noticed a pattern here.

It only seems to happen with the under 1kg band with parcels that are over 900g in weight, but under the 1kg threshold. The weight they say they are is always 1.1kgs.

If your parcel was not in fact overweight, how can you prove it? The answer is you cant, because they have your parcel, and Parcel2Go/Hermes have you over a barrel here.

We got another one of these a few days ago, so on the basis that the staff will start having deductions for these “errors” if they continue, I decided to investigate this one.

Using the P2G number, I traced the order, looked at what the item sent was (an item in standard retail packaging that we sell) and weighed another one. Better than that, I took another from our pending orders, taped it myself and added a label. The weight? 975g. I checked the weight stored on our system: 975g. I checked the manufacturers declared weight: 950g. So the 25g is tape and label.

The staff routinely weigh each and every Parcel2Go item because they are aware of this issue. On the day in question, everything that went out was checked.

This means our parcel was NOT overweight.

This probably means none of our parcels were ever overweight since the “Extra Payment Required” emails started arriving.

This smells to me like a quiet little scam by either Parcel2Go or Hermes.

But as we also use Hermes directly, and don’t get these penalties from Hermes directly, it would appear that this is generated at Parcel2Go – but we cannot be sure.

What I can be sure of is Parcel2Go have extracted by now several hundred pounds out of me with this little scam.

For “overweight” parcels that I reckon were nothing of the sort.

So what to do?

Well, here is the problem with Parcel2Go and Hermes. You get what your pay for. Its a cheap service. This means zero competent customer service of any description.

Both organisatons are set up to dissuade you from contacting anyone if something goes wrong. Daft email support (copy and paste replies) and dire “live help” that will have your dripping in cobwebs by the time you get anywhere.

Try and do a claim for a lost/stolen/misdelivered/undelivered item and you will see what I mean. If you have a spare few hours, you may eventually get your money back. The system is designed so you cant be bothered and will write their mistakes off.

Sure you can email “” but nothing will happen. When faced with facts and logic, they will simply stop replying.

Customer service is not a hallmark of either Parcel2Go or Hermes – both are totally chronic in this regard. The fact is they simply don’t give a shit – they only want your money.

I estimate that between this “Extra Payment Required” scam and the few items that are stolen, lost, delivered wrongly or not at all, we will have issues with up to 5% of Hermes bookings.

Its probably time for us to start using a better courier or continue to self-indemnify against their mistakes as there are not enough hours in the day to chase them for losses and dishonesty.

So why is this out here?

I wanted to get this out here because I want to see if anyone else has had enough of being overcharged in this way by Parcel2Go and how big a scale this is happening on.

Parcel2Go and/or Hermes might be clawing quite a lot of money in from this little racket. And a racket is what I believe it is.

Parcel2Go will not even engage with us on the subject of the “Extra Payment Required” subject – despite our trying – they just keep charging us for it. 

I suspect it isn’t only happening to us. I suspect there are other sellers out there writing off a fiver once or twice a week, assuming they or their staff made a mistake. Again. But deep down they cannot see how. And they will Google and land here……..

If this is happening to you, please use the comment box below to say so. thumbs


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37 Responses to “Parcel2go and Hermes Overweight Parcel “Extra Payment Required” Rip Off.”

  1. Yes this happens to me every week!

    I too paid immediately when invoice came in, then thought it was becoming too regular. I weigh my parcels and I’ve still had invoices to say they are overweight!

  2. Since I wrote this, I successfully challenged the last one Debra. I sent them a photo of the same item on digital scales. We got a refund. It hasn’t happened since.

    However, to remove the possibility, everything that is over 925g goes with Royal Mail now to avoid it. At least they don’t lose as much as Hermes do.

    I am absolutely convinced this is a scam.

    Keep pressing them on the concerns@parcel2go email address, do what I did and see if it stops.

    Please share the post on any platforms other sellers may be on to see if we can flush anyone else out.

  3. Yes I have had same over weight tariff request once with Parcel2go / Myhermes, parcel not over weight.

    Five times direct with Myhermes.

    I have never had a problem with Inpost Locker.

    I suspect scam or inaccurate weighing scales at Myhermes.

  4. We have just had it with parcel2go again, this time with UPS. As usual, no reply from the concerns@ email.

  5. Parcel2go !!They have done this to me also. 0.1kg out and they charged me !!! Do not use them!!

  6. I have just received the same email, stating my parcel was 1.35kg. Even Amazon show the shipping weight at 962g

    And I only wrapped it in a plastic bag, which is less packaging than Amazon used!

    I’ll never be using Parcel2Go again if they force this payment on me. I have written to them asking for photographic evidence of my item on their scales.

  7. We have dumped parcel2go and Hermes altogether now due to this scam.

    I also challenged the last one – I linked them to this topic – you can email directly with evidence. I got this back:

    I appreciate that you state there is a discrepancy between your declared weight of the items and that which Hermes has provided to ourselves and from the photos provided, do agree with yourself. I’ll take this matter up with the courier for you and would ask that if you receive any further charges, that you don’t pay them and instead contact me directly at this email address so I can sort this for you.

    With regards to the payment made against the underpayment on P2GXXXXX, we have processed a refund for you.

    So I should email them every time they rip me off? Who has time for that?

    This week Hermes direct also did it to us. Parcel was 60cm x 38cm x 38cm, 7kgs. I paid for up to 10kgs. I got this:

    Our courier has been unable to deliver your parcel as it exceeds the maximum size (225cm combined volume, 120cm length or 15kg) authorised in the myHermes network. Please see our terms and conditions for further details (section 1.1.12

    Your parcel is currently being held at our depot. We will shortly be sending you an invoice via email to make an additional payment, please select the ‘View & pay invoice’ button within the email to do so.

    The total payment required is £10.80 (£9.00 overweight parcel fee + 20% VAT.)

    Once we are in receipt of this payment your parcel will be released for delivery. Please pay this amount within 7 days of this email or your parcel may be disposed of.

    Kind regards,

    myHermes Customer Services

    Except weight was under 10kgs and combined volume was 212cms. I took the pragmatic view, paid it and vowed never to use Parcel2go or Hermes again. I guess I have outgrown them and their dishonesty was the staw that broke the camels back. Enjoy the £10.80 guys, it has just cost you many thousands of pounds a year.

    We just opened an account with DPD direct. One price up to 20kgs, next day delivery, proper customer service, proper tracking, less than UPS via P2G, a bit more than Hermes but who needs all that crap and dishonesty? Or deliveries tossed over fences or left in the rain by some geezer with the arse hanging out of his pants in a clapped out old car?

    DPD project the right image for our business. Using them is like a breath of fresh air compared to Hermes and P2G.

  8. I posted a guitar which was 4.5 kg but they slapped £10.80 byb email that I could only pay via paypal. As it was an ebay sale I had to pay. This was 2 moths ago. Posted another guitar today but used the 5 – 10kg service. Same again slapped £10.80 charge which I have paid (ebay sale again) Now the guitar was a Stratocaster which weighs in at between 4 and 4.5 kilos so my cardboard packaging must have weighed in at 5kg+….NOT. I paid with credit card so I’ll be raising a query through my credit card supplier and we’ll see what happens. Oh, and I’ve asked the buyer to weigh the packge when it arrives as well so fingers crossed I’ll hve some ammo. I’m not a business user so don’t make frequent use of courier services but I expect thisntrend is affecting many others

  9. The charge will be volumetric for a guitar Ian. Because they are long and oddly shaped. They will have taken the length and added the widths at the widest points to come up with a large volumetric weight.

    Personally, for a guitar, as a one off, I would use these:

    But hover over the sizes to see the maximum dimensions pop up to get the right service.

    ipost smash way less up than Hermes too.

  10. Got my first “over-weight parcel – extra payment required” notifications recently for a suit/clothes carrier. I did put it in a box and I may have underestimated the weight slightly (I booked it at 1kg) but they reckon it weighs 3kg….I think that’s 3 bags of sugar!! Not a chance!!

  11. This has happened to me too, twice now, getting tired of these p1ss taking companies, how do we bring them to their knees, hack their website, set up a national boycott?? People need to know that their goods aren’t safe with these people.

  12. I too have been a victim of this scam! Having received requests for extra payments over the past year I thought that maybe it was my fault. However, I can say without doubt my last parcel for which I was billed extra was not over the intended weight. What to do now?!

  13. It has happened to me a few times.
    When I was sent an email at first time I was very anxious if my parcel would not be delivered on time to my customer or lose it on the way so I paid it immediately. after that incident it has happened to me few times. I have sent same items under 1kg to various customers without any issue but only one requiring an extra payment by Parcel2go. By then I realised that something was going on with either Parcel2go or myHermes. Also, at one point, the parcel was delivered by myhermes and one month later,I got an email from Parcel2go, saying that they need an extra payment because there was a discrepancy so I contact the concerns team at Parcel2go. I told them about the extra payment although the parcel was delivered to my customer on time by myhermes. Parcel2go said they received an discrepancy invoice from myhermes. So I asked them why they would not notify me immediately when there was an overweight extra payment. They said they get invoice sometimes weekly or monthly from myHermes. I thought that sounds very strange as they must be a big client to myHermes, Surely they must get a discrepancy invoice regularly. I have to prove that the extra payment was not needed as my parcel was well under 1kg with my previous record and product details with weight on website link.
    I managed to get the extra payment request off from my invoice at that time.
    However, It has happened to me again with under 1kg same as last time. I have sent few same items to various customer, which weighing at around 800g. I got an email from Parcel2go, requesting an extra payment. I have checked Parcel2go website to find out if my parcel is at the hub. I got the requesting email at 7:30am and at 9:50am, it shows that my parcel is at the sorting out hub.
    I thought that is very strange. This has to be a kind of scam. I have contact the concern team and Now I am waiting to hear from them what’s going on with my parcel.
    It looks like the parcel is going to be delivered anyway so This got to be something to do with Parcel2go.
    I am aware of that anyone using parcel2go service they can not deal with courier company directly to find out any problems.
    I think they are using this situation to bullying the customer like me and anyone to pay the extra for nothing.
    This must have been going on for long time. They must be profiting from this. Otherwise why they charge £2.50 for handling fee on the top of extra payment for postage. It is disgusting that the way they do the business. I also noticed that on their price quote they charge same price with £20 loss and breakage insurance, which is £5 less than if you are going with these courier company directly(£25). I know they give you 5% back if you top up £100 but at the end of day you do not gain any if the item is more valuable than £20.
    I am angry that most people would not bother to rectify the problem because people do not realise that they are bullied or scammed. They are assuming that they made a mistake by paying the extra payment request. I wonder Why myHermes do not provide the scale at the collection point so people can check the weight at the dropping point. Surely they can provide a simple digital scale but I do think they would excuse themselves to avoid it in order to make more profit.

  14. same scam happened to me. parcel was under 2kg they said it was 2.5kg.
    eventually got the email address from the online chat service, although apart from giving me the email address the chat service was a waste of time.definitely not going to use them again, they couldn’t even wait until i was a regular customer before trying to rip me off, it was my first parcel using hermes.i emailed stating i would claim it back from paypal if they didn’t refund me.received an email still not accepting liability but offering to refund me.i’ll have to see if that actually happens or not, and if not i’ll claim it back if possible through paypal.

  15. They do it to me regularly, I now take a quick pic on my iPhone of anything over 900grammes showing the label and the weight on the scales and then when the fraudulent demand comes in I reply with the photo and they delete the charge every time. It is 100% a scam, I am convinced it is parcel2go and not myHermes as once they even sent me the fraudulent demand before the parcel had reached the myHermes sorting hub so it couldn’t have been weighed at that point. The only question is who is going to be the first to report this to Trading Standards, I have about 7 examples of this on my email trails but who has the time?

  16. Just received email from Hermes PayPal asking for 5.00 don’t know what is for my parcel wNt overweight or anything beware I won’t be paying it

  17. Robertas Kindurys on October 6th, 2016 at 6:55 am

    I’m not using parcel2Go very often but booked my two parcels through this company this year and for bouth was overcharged, and the lastone dropped off in post office the wheit was 3.648kg on receipt, paid as 4.7kg and the sent me email with the wheight of 5.7kg… that’s unbelievable!!!

  18. Parcel2Go and myHermes, lost me £600 3 years ago, thought I would give them another go. 5 parcels in, one of these emails, stating a parcel I sent was 2.5KG, when I know it was 1.97KG, I know this as I checked it 3 times.

    I should have used Royal Mail, it would have been cheaper!

    I am going to pay then complain, requesting a copy of their complaints procedure.

    I am going to issue a complaint to their regulator.

    To be honest as myHermes is in the press for mistreatment of their own employees, I doubt it will come to anything, but if enough people shout someone will listen.

  19. got burnt on this one, I put in the collect and send postcodes and weight, 1.5kg and hit go on the parcel to go website, the next page had all the regular details but didnt show anywhere to input the actual parcel size, ok I thought the parcel, some 43cm diameter x 4cm deep (three small bike tyres) wasnt large so we are ok here, the only details I could find is that the parcel shouldnt be over 1m and there some notes to right saying it shouldnt be 45x35x16cm so thats a volumetric weight of 25k cm3, my parcel being 6k cm3

    so I sent it off and was surprised when I got an extra charge to pay, apparrantly I put in the parcel as 10x10x10cm!!! no I didnt there wasnt an option to put in a size so this must be the default, i am well and truly conned, I tried to complain to parcel to go on thier livechat but no use, their operatives just didnt get it or were told to fend off the complaints – time for the ombudsman if I can

  20. They have burnt me too many times!… my latest was because the box I had used was 3cm too big on one side, yet 17cm and 15cm smaller than the maximum for this new smaller parcels deal, yet they say this…”We understand that mistakes can be made, and that’s why we operate tolerances to allow for small mistakes.” So I believe it was a small mistake on my part, but their platinum lined pockets got another £4 from me. It’s a scam this particular deal, designed to fleece the poor man and the cheek of them, they never revealed how big the discrepancy was in the automated email, I had to hit twitter to find out! Once myhermes left my parcel in a shed apparently, well my customer didn’t have a shed, so I lost over £100 in one fell swoop because I took a risk and did not insure.

    Also like Luke Ryan above, apparently I put in 10x10x10cm as dimensions! I didnt, it was entered by default

  21. This is a scam….. They are doing it random to see who pays. I have photographic evidence to bring this company down. Watch this blog as you will witness their downfall. I posted two identical parcels…Sony speakers in their original brand-new factory packaging weighing 16kg as shown on box. Both where sent on different days to different customers at the cost of just over £20 as I wanted the full insurance cover. I have since had the email that states the items weigh more than stated. One claims the item weighs 27kg the other email states the identical item weighs 28.5kg….this isn’t a genuine weighing error….this is a dishonest company trying to con people of their money…whilst hoping to escape under the “Genuine error excuse” Do not use this service….pay a little extra and use a courier that has moral busines ethics. They messed up with me I can tell you as I have contacts in the retail policing networks which are already looking at this company. Watch this space….and goodbye parcel to go….you had your day.

  22. Hi Lesley

    This information was provided in the previous emails you sent. If you don’t believe this then you will need to look up Sony GTX-X1BT. The packaging dimensions and shipping weight will be shown there.

    The more important issue here is that I sold two of these via ebay and you have claimed that these items both weighed more that I stated. These items are shipped by Sony and by law have to show the handling weight on the boxes.. which is 16kg…… Your email stated that one of them weighed 27kg and the other 28.5kg …a staggering 10+ kilos per item. I now formally request a full explanation on how your service providers have made such ridiculous weighing errors not only on one item but two identical ones. Further more I am aware of the blog about the so called Parcel 2 Go scam.

    I now request £10 in compensation due to the time your error has cost me. I am listing my costs clearly below so you as an agent of Parcels 2 Go are fully aware of the charges you will incur.

    Administrations Cost Charges

    Emails £10 each
    Letters £15 + recorded delivery charges
    Phone calls £1 per min minimum charge £5


    Mark Jeffery

  23. Same here, always the under 1Kg, underpaid because 1.1Kg ,and the charge penalty is greater than the original postage cost, even though I weigh on a very accurate digital scale before posting.
    I would feel so bad about it had I known in the past you could get away with sending upto 3Kg and declaring it as 0.99Kg, I’m far too honest and have always weighed everything, down to removing bits of packaging to get it under a certain weight, and if I use Royal Mail, i can take these parcels to the post office and their digital scale agrees with my digital scale exactly.
    Parcel2go did send me one of these notices once stating that UPS had weghed my parcel at 41Kg, which was ridiculous as the item was in the manufacturers original box and the net and gross weight 9.7Kg was written on the side, they droppedthe charge after I sent them photos. I also had to show the ebay listing to prove the box contained the original item.
    Hermes and P2G have raised the 1Kg limit to 2Kg now i think, you need to check, as I don’t use either anymore.

  24. this has also happened too me twice this week. Once on weight and one on size. No evidence was provided or offered. I used a tape measure and scales before sending both my parcels. I wish I used another company now. Trading Standards need to be looking into this.

  25. Parcel2go have just sent me an extra invoice for dimensions that should have been medium rather than small.I know the measured dimensions they quote are inaccurate
    Checking on tracking it was delivered a while back so not even held up
    I agree with comments above that I think a scam is going on and will not be using parcel2go again

  26. I have just had one of these from Parcel2go / UPS.
    My parcels are always the same weight and I know they are under 2kg. I always weight them and sure enough it was 1.8kg.
    They are saying it was 6kg!!!! bollocks it was. Anyway I checked the tracking and it has already been delivered. It’s a scam, why would they deliver it?
    I’m totally fed up with Parcel2go. I use them because they are cheap, but recently I used Hermes international with P2G…what a mistake. DON’t DO IT!
    They took three months to loose a parcel to Finland and then basically lied about it being delivered back to me. The tracking says it’d been delivered back here, what a laugh. Where’s the parcel? where’s the signature? Where’s the paper note through the door? £350 worth of artwork lost.
    I must have spent hours and hours and hours on ‘chat’ NOT ANY MORE!!!
    I’m going to try somewhere else.

  27. I just received the same message because I’d apparently said my parcel was small and not medium. But the website is so misleading: when you put in your details for a quote it only gives you a button to click if your parcel measures over 1 meter. Mine didn’t so I assumed I didn’t have to worry about size. I spent ages trying to find a way to get in contact. Once I found the chat I asked if she could cancel the charge as the parcel was already delivered and the website was misleading Her response was: ‘No way’.

    So has anyone not paid and what was the outcome?

  28. It depends how you paid. If a card they may try to recharge it – you can then dispute the second charge as unauthorised. If Paypal they cannot charge that afterwards. If pre-paid account they will take it from your balance. If you dont plan to use them again, ignore the charge and dispute any second payment they may take from your card.

  29. I received this email yesterday for the first time. I had a suspicious feeling it was a “scam” because I had already weighed my parcel on Royal Mail calibrated scales. My package was 1.940 kg so I declared 2kg. Yesterday I was told by Parcel2go that it was 2.3kg. Initially I was going to pay then I thought better of it. I decided to wait and see what happened. I made no contact with Parcel2go regarding the matter. I simply watched the tracking and today my parcel was delivered with no additional “charges” paid!!

    I only Googled this topic out of curiosity just to see if anyone else had a similar experience. Now that my suspicions have been confirmed I can safely say that Parcel2go have lost me as a future customer. Lucky for me I didn’t get ripped off.

    The fact the parcel was delivered might in someways suggest Parcel2go are breaking the law? Receiving money through deception is theft. Any legal bods about to confirm? Perhaps they need properly exposing…..

  30. Gary, if you paid by card, they will suck it from that I expect.

  31. Editor, I paid by debit card. I don’t think they get away with any unauthorised charges. I’ll keep an eye on my account and inform the bank if they try.

  32. I’ve had this a few times, I’ve only got them when it’s been just shy of 2kg. I never pay their charge, they always deliver it so far. I just buy again with a different email address. UKmail incidentally have never tried to charge extra (even when booked through parcels2go). Hope that helps.

  33. I had one a month ago. Urgent Action required.
    Declared weight of 13.5 kg for a parcel 46cmx46cmx32cm to Australia.
    1 or 2 and this was the smaller, but heavier parcel. Weight verified on delivery by video with a girl standing on scales.
    They said the actual weight was 35.5kg !!!! for clothes ?????
    Getting no where with the dumb ass customer service team as they are requesting a tape be put across the delivered parcel, a month later ??!!!
    They say an additional £80 is required — like that will happen !
    If your parcel is delivered, screw ’em and use someone else next time.
    They are also saying something about volumetric weight, if thats the case, the larger box which was lighter should be the problem, but its not.
    Basically they screwed up somewhere but won’t admit it, each box cost nearly £100 to send.
    DONT USE P2GO for anything, i think they are scammers….!!!!!!

  34. Just to add a family member used to be in the Fraud squad and they are looking into this company and my complaint………

  35. ….And this was using DPD not Hermes….so P2go are scamming everyone they can.

  36. This just happened to me except it was the dimensions of the parcel they claimed were outside the limits, not the weight. Luckily I am anal enough to photograph all my parcels and the recipient also took photos of him measuring the parcel upon receipt, which disproved their fraudulent claims. Getting redress was another matter altogether, though I have instituted a claim for reimbursement of the original transaction via Paypal. Disgusting company which I shall AVOID LIKE THE PLAGUE from hereon.

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