Billing FAQs

Is a refund available for monthly subscription plans?

For monthly subscriptions refunds are not available. Subscriptions can be managed autonomously via the self-service portal. Giving flexibility to switch between plans as needed and manage the subscriptions.

Can I receive a refund on my annual subscription?

For annual subscriptions prorated refunds are available. This is calculated by deducting the equivalent monthly rate for the period used from the total annual fee, refunding the remainder. For example, if three months have been utilised the refund will be calculated based on the monthly subscription fee, and the total refund will be the balance for the remaining nine months.

(Please be advised that some Enterprise Plus accounts may be subject to specific contractual terms that could restrict the availability of refunds. We encourage you to consult any additional contractual clauses for further details)

What happens when I use more labels than my plan allows?

Exceeding the label count on your current plan will restrict access to Starshipit services, including label printing and live rate generation. To continue using Starshipit, you'll need to upgrade your plan. This can be done instantly by navigating to Settings > My Account and selecting a new plan from the dropdown menu.

Can I upgrade my plan?

You have the flexibility to upgrade or downgrade your plan at any time with Starshipit. To change your plan:

  1. Go to Manage Plan > Account Details.
  2. Click the Manage account button.
  3. Select Subscription Details to view your current plan.
  4. Pick a new pricing plan and select monthly or annual payment.
  5. Update your Subscription.
  6. Return to the main billing page and exit back to the main Starshipit interface.
  7. Your account will be adjusted accordingly, with any downgrades resulting in pro-rated credit to your account, and upgrades being offset by the current plan's value.
I'm only going over my label limit this month. Do I still need to upgrade?

If your label usage exceeds the monthly limit, an upgrade is necessary to maintain service continuity. Starshipit's plan flexibility allows for subscription upgrades during higher volume periods, with the option to downgrade when usage decreases, ensuring you pay according to your business needs.

Are there any discounts if I switch to an annual plan?

Yes, you'll receive a discount compared to the monthly rate when you switch to an annual plan. Please visit our pricing page for further information on subscription pricing 

How can I update my payment information?
Classic UI UI 2.0
  1. Log in to Starshipit
  2. Navigate to Settings, then select My Account.
  3. Click Manage Account.
  4. Click Payment Methods, and enter your credit card details, then click Add.
    For Paypal payments, you will be redirected to authenticate your Paypal account before returning to Starshipit.
  5. Choose your plan.
Where can I find my invoices?

You can view and download your invoices by navigating to Settings > My Account > Manage Account > Billing History in your account. Just click 'download' next to the billing period you need the invoice for.

Is it possible to pay by invoice?

We require payment by credit/debit card or Paypal and do not support invoice payments. This method ensures flexibility for any plan changes you might need to make throughout the year.

Are there any plans between Starter and Starter Plus?

Currently, we do not offer any plans situated between the Starter and Starter Plus levels.

How do I cancel my subscription?

We're sorry to hear you're leaving. To cancel your subscription, go to Settings > My Account > Manage Account, click on your current plan name, and then select 'Cancel Subscription.'

Is it possible to pause my account?

Yes, you can pause your account. To do this, navigate to Settings > My Account > Manage Account, click on your plan name, and then choose 'Cancel Subscription.' Your account setup will be retained, and you can reactivate your subscription at any time by following the same steps and selecting 'Reactivate Subscription.'

How do I change my Shopify plan?
Classic UI UI 2.0
  1. Log in to Starshipit
  2. Navigate to Settings, then select My Account.
  3. Under Choose new plan, select the plan you'd like to use.
  4. Click Save. This should redirect you to Shopify.
    Ensure that you are already logged in to Shopify
  5. Authorize the change.

When making a change to your plan, please make sure you are logged into Starshipit via a web browser.

How can I update the email address for my invoice notifications?

To update billing email address, in the app go to Settings > Manage Plan and Account Details. Click on 'Billing & Shipping Addresses' to change the billing email and other contact details.

Can I change my billing address?

To update your billing address, log in to your account, visit Settings > Manage Plan and Account Details, and click on 'Billing & Shipping Addresses.' Here, you can modify the address used for billing purposes.

What happens if I upgrade my plan mid-billing period?

When you change your plan mid-billing period, the pro-rated balance from your current plan is applied as a credit for this amount towards the cost of the upgrade. If you downgrade, the remaining value of your current plan will be credited to your account for the next billing period.

Can I get a refund for unused credits?

 Currently, we do not offer refunds for unused credits. Any credits you accumulate are automatically applied to your next invoice.

Can my child accounts and main account be billed separately?

Billing for child accounts and the main account is consolidated under one account. This structure is in place to provide a discount compared to maintaining separate accounts for each.

Is it possible to restart a trial?

The option to restart a trial is evaluated on a case-by-case basis. Please contact your Customer Success Specialist to discuss your specific situation and explore available options.

Which currency are plans charged in?

All plans are charged in Australian dollars.

What is your refund policy?

If you have a monthly plan you can cancel at any time, we do not offer refunds for monthly plans. If you are on an annual plan we will happily provide a prorated refund, for any unused period.

Will we be charged when our trial is up?

Subscription charges are applied at the time of selecting a plan after the 30-day free trial period.

How does Starshipit handle shipping rates?

Starshipit provides a couple of options for shipping rates to suit all ages and stages, you can either BYO courier accounts to leverage your own negotiated discounts and we won't penalise or charge you extra for doing so!

 Alternatively, we have instant access rates via a range of plug and play solutions where the couriers charge directly to your credit card. Most plug and play solutions offer discounts based on volume. Great for smaller retailers.

Want to deliver great shipping experiences?

Start a 30-day free trial or book a demo with one of our shipping experts

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