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.