Report a billing issue
Summary
If you encounter a billing issue, our team is ready to help clear things up. This support article outlines how to get support for billing-related issues.
Step 1: Review the details
Before reporting a billing issue, please carefully review your invoice and the details of the completed delivery in the Partner Portal. As a reminder, when booking a delivery, the price listed is an estimated price based on the delivery details you provide, including the pickup and drop-off locations, and the number, size and weight of the items shipped.
The following are common reasons why your invoice may be higher than expected:
Incorrect details: If the details provided at the time of booking the delivery were incorrect (e.g., quantity of items, size of items, weight of items, locations, etc.), additional fees may have been applied after an audit of the delivery.
Additional services required: If during the delivery, additional services were required to complete the delivery (e.g., Priority Delivery), additional fees apply.
Wait Time incurred: If during the delivery, Starling’s driver partner encountered Wait Time, additional fees apply.
Late cancellation: Delivery was cancelled after the cancellation deadline. To maintain a reliable and efficient delivery service, Starling maintains a cancellation deadline. If a delivery request is cancelled after this time, a cancellation fee applies.
Expected split invoice: We are unable to split invoices by location.
If the invoiced delivery price is lower than estimated at the time of booking, it may be that a price adjustment was made after auditing the items that were picked up for your delivery.
Step 2: Submit the issue
If you have reviewed your invoice and still believe an error was made, please email us at billing@trystarling.com with the subject line: Billing Issue [Invoice Number]. Please be as detailed as possible with your inquiry and include screenshots, if applicable.
Your billing issue will be investigated upon receipt of your message. We may contact you for additional information. Expect a response within 48 business hours. Complex issues or invoices older than 30 days may result in a delayed response while we investigate.
Set or reset your Partner Portal password
Summary
Need to set or reset your forgotten Partner Portal password? This guide will walk you through the steps, whether you're logging in for the first time or just need a password refresh.
First-time Partner Portal users
If you're a new partner, we'll create your Partner Portal account and send you an email with instructions to setup your account. Your username will be the email address where you received the notification. You'll need to set your own password using the Reset forgotten password steps below.
Reset forgotten password
1. Visit the Partner Portal.
2. Click Forgot Password? You will be prompted with the Reset Password page.
3. Enter the email address associated with your account.
4. Click Submit. Within a few minutes, you will receive an email with password reset instructions. If you do not receive this email, check your junk or spam folder, and confirm you are using the email address assigned to your account.
Note: If your account is suspended, you will not be able to reset your password.
5. Follow the instructions in the email to set a new password.
View invoices and receipts
Summary
You can quickly view and pay Starling’s delivery service invoices from your Partner Portal account. This guide will walk you through the steps.
View and pay invoices
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
Note: If you are logging in for the first time and have not set your password, follow the instructions in Set or reset your Partner Portal password.
2. Click on the profile icon at the top-right of the screen.
3. Click on Billing. You will be presented with the Billing page.
4. In the All Invoices section, you will see a list of recently paid invoices, along with due soon, and past due invoices listed by total amount due, due date, and status for each invoice.
5. Click on Invoice Details. You will be presented with an invoice summary.
6. Click on View invoice & payment details to see an itemized view of your invoice.
Tip: Click Download invoice to save a PDF of the invoice to your device.
7. In the Choose how you’d like to pay box, select your preferred payment method (Card or Pre-authorized Debit) and complete the fields.
Note: Starling processes payment via Stripe and does not store your credit card information.
8. Click Pay.
View payment receipts
To view receipts of recent payments made on the Partner Portal via Stripe, follow the steps below:
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. Click on the profile icon at the top-right of the screen.
3. Click on Billing. You will be presented with the Billing page.
4. In the All Invoices section, locate the paid invoice.
5. Click on Invoice Details. You will be presented with an invoice summary.
6. Click on Download receipt to download a PDF of your receipt.
If alternate payment arrangements were made and you have not received a receipt, contact billing@trystarling.com.
Invoice statuses
The following invoices statuses appear on the Partner Portal Billing page:
Due Soon: The invoice was issued to you.
Past Due: Payment was not received before the invoice due date. Please arrange payment as soon as possible to avoid service interruption.
Closed: The invoice was paid. A receipt is available.
Account suspension
Summary
If your Partner Portal account is suspended, please review this guide to understand why and for details on how to reactivate your account.
Reasons for account suspension
The most common reasons for Partner Portal account suspension are due to non-compliance of Starling’s Terms of Use or account inactivity. When your Partner Portal account is suspended, you will not have access to any of Starling’s services until the issue is resolved.
These are a few reasons why you may find your Partner Portal account suspended:
You have past due invoice(s). An invoice is considered past due if payment is not received before the due date indicated on your invoice.
Your account information requires updates.
Your account has been inactive for 90 days.
Your account has been inactive for a period of time after a significant update to our services and acceptance of Terms of Use is required.
Account reactivation - Past due invoices
Check your email account’s inbox and spam folder for billing messages and invoices from Starling. If you pay outstanding invoices using the link contained in an invoice, your Partner Portal account will be reactivated immediately after payment is processed.
If you pay an invoice by any other means, there may be a delay of up to 48 business hours to reactivate your account.
Note: If you made a payment and still can’t access your account, or if you have a billing related issue, report a billing issue.
Account reactivation - All other reasons
Please email hello@trystarling.com requesting account reactivation. We’ll provide you with additional details and request any required information.
Add or update your default payment method
It all begins with an idea.
Summary
To use Starling’s delivery services, you must have a default payment method assigned to your account. We use your default payment method for all delivery service charges and fees incurred by your account. This guide will walk you through the steps to add or update your default payment method on the Partner Portal.
Add a default payment method
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
Note: If you are logging in for the first time and have not set your password, follow the instructions in Set or reset your Partner Portal password.
2. Click on the profile icon at the top-right of the screen.
3. Click on Billing. You will be presented with the Billing page.
4. In the Payment Details section, enter your credit card information.
5. Click Save Card to add the credit card to your account as your default payment method.
Update your default payment method
1. Log in to the Partner Portal. You will be presented with the Dashboard page.
2. Click on the profile icon at the top-right of the screen.
3. Click on Billing. You will be presented with the Billing page.
4. In the Payment Details section, you will see the last four digits and expiry date of the credit card currently saved as your default payment method.
5. In the Update Credit Card section, enter a new credit card number.
6. Click Save Card to apply the changes to your default payment method.