Question 1

How much does Westline cost?

Accepted Answer

Westline is free to sign up. You pay for shipping labels at the time of booking - there's no monthly subscription, no minimum volume, no contract. Member pricing is negotiated UPS rates passed through to you. Verified members unlock the deepest tier - see the Benefits page for the tier comparison.

Question 2

Are your rates really better than ups.com?

Accepted Answer

For most services, yes - sometimes meaningfully. Our rate engine never quotes above the carrier's published retail rate (we cap at 95% of retail). On services where the carrier discount is small (overnight services), the savings may be modest. The instant-quote tool shows you the exact difference before you book.

Question 3

Do I pay Westline or the carrier?

Accepted Answer

You pay Westline. We collect payment, generate the label under our negotiated carrier account, and handle the merchant relationship. Your card statement shows Westline Trade Partners.

Question 4

What does "verified" mean and how do I get verified?

Accepted Answer

Verified members have completed business verification - EIN, sales tax certificate (if applicable), and business documentation. Verification unlocks the deepest pricing tier and POS integrations like Fishbowl. Submit verification in /dashboard/settings. Most submissions are reviewed within 1 to 2 business days.

Question 5

Can I use Westline as an individual / non-business?

Accepted Answer

Westline is designed for business shippers. Member-tier pricing assumes a business relationship. Individual customers can use the platform but won't be able to access verified-tier pricing or POS integrations.

Question 6

I forgot my password / can't sign in.

Accepted Answer

Westline uses Clerk for authentication. From the sign-in screen, use the "Forgot password" link or sign in with the email-magic-link option. If you're still stuck, email info@westlinetp.com.

Question 7

Which carriers do you support?

Accepted Answer

UPS is fully live in production today (rates, labels, tracking, void). FedEx and USPS rate-quoting is live; FedEx labels are in production-confirmed; USPS labels are pending SHIP enrollment. The instant-quote tool will tell you which services are bookable for your lane right now.

Question 8

When does my label print?

Accepted Answer

Labels print the moment payment clears - typically under 30 seconds after you click Pay. The label PDF lands in your dashboard and the tracking number is live for the carrier's pickup workflow immediately.

Question 9

Can I ship internationally?

Accepted Answer

Domestic US shipping only at this time. International is on the roadmap but not committed to a date.

Question 10

What can't I ship?

Accepted Answer

Hazmat, firearms, live animals, alcohol outside specific carrier programs, perishables outside specific carrier programs, and anything restricted by the underlying carrier. Full list at /prohibited-items.

Question 11

What if my package weighs more than I booked?

Accepted Answer

Carriers re-weigh packages in their sortation centers and bill back the difference. This is why we ask for 3 photos per shipment - one on a scale showing the actual weight. With photo evidence, billbacks are disputable. Without photos, you lose those disputes by default.

Question 12

What payment methods do you accept?

Accepted Answer

Credit cards (Visa, Mastercard, AmEx, Discover) and US bank ACH via Stripe. Crypto payments via USDC are also supported on shipments where the customer's preferred wallet is configured. Invoicing for verified high-volume customers is available on request.

Question 13

Can I get a refund?

Accepted Answer

If you void a shipment within the carrier's void window (typically 24 hours pre-scan for UPS), the full label cost is refunded minus a small platform fee (max of 4% or $4). After the void window, refunds depend on the carrier. We never refund a label that's already in the carrier's system without the carrier's cooperation.

Question 14

When do I get charged?

Accepted Answer

At booking. The card / ACH is charged the moment you click Pay. Labels print immediately after payment clears.

Question 15

Do you send invoices?

Accepted Answer

Every booking generates an invoice PDF emailed to you and stored in /dashboard/shipments. For monthly aggregate billing or NET-30 terms, contact info@westlinetp.com.

Question 16

My package is late - what do I do?

Accepted Answer

Carrier transit times are estimates, not guarantees. For carrier-guaranteed services (UPS Next Day Air, FedEx First Overnight), the carrier issues service refunds when their guarantee fails. We provide the documentation you need and walk you through the carrier's refund-request workflow. See /operations for the full late-shipment policy.

Question 17

My package was damaged. Does Westline pay?

Accepted Answer

No. Westline is a software platform, not the carrier. Damage claims go directly to the carrier through their own claims process. We provide your label, photos, tracking history, and payment receipt so you have the documentation ready when you file. See /operations for the per-carrier filing windows and links.

Question 18

My package is lost.

Accepted Answer

Same as damage - file with the carrier. UPS and FedEx allow loss claims for up to 9 months from ship date; USPS varies by service. Westline gives you the documentation package and the link to file. We stay engaged through resolution.

Question 19

How do I contact a real person?

Accepted Answer

info@westlinetp.com goes to a real human, not a ticket system. Response time: business hours Eastern, Monday to Friday. We're building an AI-assisted help center on /support that'll handle common questions instantly with a human escalation path.

Answers, organized.

Pricing

Account

Shipping

Billing

Claims & Issues

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