Common questions about understanding invoices, pricing and fees, payment methods, storage costs, billing cycles, and how to get help from Jetpack Care support team.
Understanding Invoices
How often will I receive invoices?
How often will I receive invoices?
Jetpack sends invoices weekly via email covering all fulfillment activities and fees from the previous week. Storage fees follow a semi-monthly billing cycle (1st-15th and 16th-end of month) but appear on your weekly invoices. See Your Invoices for details.
What format do invoices come in?
What format do invoices come in?
You’ll receive two files with each invoice: a PDF summary for quick review and record-keeping, plus a comprehensive XLS detail file containing every line item for analysis and accounting integration. Both are delivered directly to your email. Learn more about invoice delivery.
What charges appear on my invoice?
What charges appear on my invoice?
Invoices include storage fees (bins, shelves, pallets), D2C and B2B fulfillment fees, receiving fees for inbound shipments, per-unit pick fees, kitting charges, returns processing, carrier surcharges, and any extra services like dangerous goods handling or fragile packing. See common invoice line items.
How can I analyze my invoice data?
How can I analyze my invoice data?
The XLS detail file allows you to sort by fulfillment center, filter by service type, track trends over time, identify cost drivers, import into accounting software, and create custom reports. This is your most powerful tool for understanding fulfillment costs. Learn about using the XLS detail file.
What if I don't recognize a charge on my invoice?
What if I don't recognize a charge on my invoice?
Contact Jetpack Care for assistance with any charges you don’t understand. Our team can explain specific line items, help reconcile charges with your orders, and address billing discrepancies. Reach out via Slack, phone, or email.
Payment Methods and Billing Cycles
What payment methods does Jetpack accept?
What payment methods does Jetpack accept?
Jetpack accepts ACH (1-3 business days, no fees), wire transfer (same/next day, no fees), and credit card (immediate, 3% processing fee). Payment is due upon receipt of your invoice. See payment methods for details.
Why is there a 3% fee for credit card payments?
Why is there a 3% fee for credit card payments?
The 3% fee covers credit card processing costs. To avoid this additional charge, use ACH or wire transfer payment methods which have no processing fees. Learn more about payment options.
When is payment due?
When is payment due?
Payment is due upon receipt of your weekly invoice. Invoices are generated weekly and sent directly to your email inbox. Plan cash flow accordingly to ensure timely payment. See billing cycles.
How do I update my payment method?
How do I update my payment method?
Contact Jetpack Care to update your payment method or billing contact information. Ensure your email address on file is monitored regularly so you receive invoice notifications promptly.
Pricing and Fees
How does Jetpack's pricing work?
How does Jetpack's pricing work?
For D2C fulfillment, Jetpack uses a unified rate card that combines shipping costs, first pick fee, processing fee, and standard packaging into one negotiated rate per order. Additional services like storage, extra picks, B2B fulfillment, and receiving are priced separately. Your rates are set out in the pricing provided with your Jetpack fulfillment agreement.
Where can I find detailed pricing for my region?
Where can I find detailed pricing for my region?
Jetpack operates in five regions with local currency pricing: USA (USD), Canada (CAD), United Kingdom (GBP), European Union (EUR), and Australia (AUD). Your rates for each region are set out in the pricing provided with your Jetpack fulfillment agreement. Contact Jetpack Care via Slack, phone, or email if you need a copy.
What counts toward my fulfillment minimum?
What counts toward my fulfillment minimum?
Only B2C fulfillment fees, B2B fulfillment fees, pick fees, and kitting fees count toward your monthly fulfillment minimum. Storage fees, receiving fees, extra services, and miscellaneous fees do not count. Learn about fulfillment minimums.
What happens if I don't meet the monthly fulfillment minimum?
What happens if I don't meet the monthly fulfillment minimum?
If your monthly fulfillment and kitting charges fall below the regional minimum, you’ll be charged the difference to reach the minimum threshold. Most regions offer a 90-day grace period for new merchants. See regional fulfillment minimums.
Are there setup fees or onboarding costs?
Are there setup fees or onboarding costs?
There are no setup fees to create a Jetpack account. Initial costs typically include receiving fees for your first inventory shipment and storage fees (prorated for the month). Fulfillment fees begin once orders start shipping.
Storage Fees
How are storage fees calculated?
How are storage fees calculated?
Storage fees are charged per storage location (bin, shelf, pallet) on a monthly basis but prorated daily. A SKU stored for 15 days in a location is charged roughly half that location’s monthly rate. See storage fees explained.
When are storage fees billed?
When are storage fees billed?
Storage fees follow a semi-monthly billing cycle: charges for the 1st-15th are invoiced on the 15th, and charges for the 16th-end of month are invoiced on the last day. These charges appear on your weekly invoices alongside regular fulfillment charges. Learn more about storage billing cycles.
What are the different storage location types?
What are the different storage location types?
Storage locations include bins (small items), shelves (medium products), and pallets (bulk inventory). Some fulfillment centers also offer specialized types like small shelves, half pallets, and double pallets. Each type has different dimensions and its own monthly rate, set out in the pricing provided with your Jetpack fulfillment agreement.
How can I reduce storage costs?
How can I reduce storage costs?
Monitor which SKUs consume expensive storage, request inventory consolidation when products spread across multiple locations, right-size inventory levels to balance availability against costs, and rotate inventory efficiently. Review your XLS invoice file regularly to identify high-storage SKUs.
Why is my product using multiple storage locations?
Why is my product using multiple storage locations?
Products may occupy multiple storage locations if you have high inventory volume, products arrive in multiple shipments, or fulfillment centers optimize storage based on pick frequency. Each location generates separate daily storage charges. Contact Jetpack Care if consolidation would reduce costs.
Rate Increases and Pricing Changes
How often does Jetpack increase rates?
How often does Jetpack increase rates?
General Rate Increases (GRIs) typically occur once per year, usually in Q1 aligned with carrier rate increases. Additional adjustments may occur if extraordinary market conditions require it, but advance notice is always provided. See General Rate Increases.
How will I be notified of rate increases?
How will I be notified of rate increases?
You’ll receive email notification at least 30-60 days before any rate increase takes effect. The notification includes specific services affected, new rates compared to current rates, effective date, and rationale for the increase. Learn about GRI notification process.
What services are affected by rate increases?
What services are affected by rate increases?
GRIs can affect:
- Storage fees
- D2C and B2B fulfillment fees
- Pick fees
- Receiving fees
- Carrier surcharges (pass-through charges)
- Extra services like kitting and returns processing
- Fulfillment minimums
Can I lock in current rates with a long-term contract?
Can I lock in current rates with a long-term contract?
Depending on your order volume and business characteristics, Jetpack may offer custom pricing agreements that provide rate stability. Contact Jetpack Care to discuss options for your specific situation.
Disputed Charges and Credits
What if I disagree with a charge on my invoice?
What if I disagree with a charge on my invoice?
Contact Jetpack Care immediately with details about the disputed charge. Our billing team can review the charge, explain how it was calculated, and process corrections if an error occurred. Have your invoice number and specific line items ready when you contact support.
How do credits and adjustments appear on invoices?
How do credits and adjustments appear on invoices?
Credits appear as negative amounts on your invoice and reduce your total balance. Common credits include claim reimbursements for lost/damaged shipments, billing corrections for errors, promotional credits, and overage adjustments. Credits are clearly labeled with descriptions. See credits and adjustments.
How long does it take to receive a credit for a billing error?
How long does it take to receive a credit for a billing error?
Once a billing error is confirmed, credits typically appear on your next weekly invoice. For urgent matters, contact Jetpack Care to expedite the review and credit process.
Insurance and Claims
How much does parcel insurance cost?
How much does parcel insurance cost?
Parcel insurance costs 1.875% of the insured value plus fulfillment cost, with a maximum coverage of 100 USD courtesy coverage. Insurance values are always in USD regardless of order currency. Learn about insurance options.
What is the courtesy coverage for lost or damaged shipments?
What is the courtesy coverage for lost or damaged shipments?
Orders without purchased insurance automatically receive up to $100 USD retail value coverage (or the carrier’s loss limitation, whichever is less) at no charge. If you purchase insurance, the insured amount replaces the courtesy coverage. See courtesy coverage details.
How do I submit a claim for a lost or damaged shipment?
How do I submit a claim for a lost or damaged shipment?
File your claim in Jetpack Pro, or reach out to your Jetpack Care Manager to submit one. You’ll need documentation including retail invoice, tracking information, and (for damage claims) photos and customer communication. Claims have specific deadlines based on claim type. See submitting claims.
What costs are reimbursed in a claim?
What costs are reimbursed in a claim?
Claims reimburse the retail value (after discounts) of confirmed damaged or lost items only. Original shipping costs, reshipment costs, fulfillment fees, and packaging costs are not covered. Maximum reimbursement is $100 USD or the carrier’s limit unless you purchased additional insurance. Learn about claim reimbursement policies.
Contacting Support
How do I contact Jetpack Care for support?
How do I contact Jetpack Care for support?
Jetpack Care is available via Slack (fastest response), phone, or email. Contact information is available through your account dashboard. Our team assists with billing questions, invoice clarification, technical issues, and general fulfillment support.
What types of questions can Jetpack Care help with?
What types of questions can Jetpack Care help with?
Jetpack Care assists with:
- Billing questions and disputed charges
- Invoice line item clarification
- Pricing and rate card questions
- Payment method updates
- Custom service quotes
- Technical integration issues
- Operational questions about fulfillment
- Claims support
What is the response time for support requests?
What is the response time for support requests?
Response times vary by channel and issue complexity. Slack typically offers the fastest response for urgent matters. For billing questions, having your invoice number and specific details ready helps expedite resolution. Contact Jetpack Care for specific SLA information.
Can I get help understanding how rate increases affect my account?
Can I get help understanding how rate increases affect my account?
Yes! Jetpack Care can help you understand how upcoming General Rate Increases affect your specific account, provide context for pricing adjustments, and discuss strategies for managing cost changes. Contact the team via Slack, phone, or email. See planning for rate increases.
Let’s Dive Deeper into Billing and Support
- Billing and Payments - Complete overview of Jetpack’s billing approach
- Your Invoices - Learn how to read and analyze invoices
- Fulfillment Minimums - How minimums and the grace period work
- General Rate Increases - Understanding pricing adjustments
- Claims and Insurance - Protecting shipments and submitting claims