[Updated 6th of May 2021]
This article contains a list of frequently asked questions we receive from couriers in response to payments. If these do not answer your query, please respond directly to your weekly statement and we will respond as soon as possible.
Payment & statement queries
Understanding/accessing your statement
Incorrect payment queries
Equipment & PPE refund queries
When am I paid?
Stuart operates on a Monday - Sunday working week, with payment for this week being made the following Tuesday.
Please note that payments can be transferred up until midnight on Tuesday. Please allow up to 24 hours for this to clear before contacting us.
This article includes more detail.
Where is my Payment Statement?
If you cannot locate the email with the link to your statement in your inbox, please check your spam/junk folders - this will be sent from firstname.lastname@example.org. For Google Gmail users, the email might go into the "Promotions" folder, so make sure you check there as well. If you can still not find your statement by Wednesday morning, please contact us and we will send you the link again.
I am missing a payment, what should I do?
If you have not received payment by Wednesday, please contact your bank to generate a bank statement for you (alternatively, you can log in to your bank account and generate it yourself as a PDF). Then reply to your Payment Statement email with exact dates and amounts you are missing and with the bank statement attached.
If your previous bank account was closed and you did not update your details on time, we will need proof showing that one account has been closed and that your new account belongs to you. Please attach documents confirming both when you reply to your payment email.
How can I access annual/old Payment Statements?
We offer Stuwies an Annual Payment Statement for the previous tax year (April - April) in PDF format. Please read this article for more information.
To request access to historic payment statements, please do so through our GDPR portal.
Can someone help me understand the payment structure?
Can someone help me understand my Payment Statement?
How do I access my Payment Statement?
You will be emailed a link to your weekly statement on Tuesday after 3 pm, you should receive this by midnight at the latest.
Please read this article for more info on how to access your weekly statement.
Why am I missing a delivery fee/adjustment?
If you are missing a delivery, cancellation, adjustment, return or long pick-up fee from your weekly statement then please reply directly to your Payment Statement email with the relevant delivery ID.
The delivery ID can be found under the delivery in your delivery history, it is a 9-digit number, eg. 143936933. If you are unable to locate this, please provide further details about the delivery (eg. date/time).
Why am I missing rewards?
If this doesn't answer your question, please reply to your Payment Statement email with a screenshot of the reward SMS you are referring to.
Delivery rewards are displayed under the Delivery Reward Section at the bottom of your weekly statement. To be eligible for any given reward, the deliveries you complete must satisfy all the criteria included in the reward SMS. This usually includes; an active time, zone, client, and transport type. This article explains how to find zone parameters in the app, you can use this to check if your delivery was in the active zone detailed in the reward SMS.
Note, the no-show policy often applies to per-slot rewards so if you have triggered this you may not be eligible.
Why am I missing multipliers?
If you have received no multipliers for your deliveries throughout the week, then it is possible you have triggered the no-show policy. The no-show policy is triggered when you have 2 or more no-shows in a week – you are not eligible for multipliers when this happens.
Why is my app total different from the amount on payment statement?
If this doesn't answer your question, please reply to your Payment Statement email with a screenshot of your delivery history.
The amount listed in your app shows your earnings for all finished deliveries, cancelled deliveries, and the multiplier rewards associated with these deliveries. This article explains in more detail how your multiplier is now visible in your delivery history.
Total finished amount + total cancelled amount + multiplier = Total earnings listed on your app.
You may be ineligible for the multipliers included in your app if you have triggered the no-show policy.
Can someone validate my slot?
If you feel as though you have been wrongly invalidated for a slot, you must fill out the slot validation request form (including proof) within 24 hours after the invalidation SMS was sent to you.
Please read this article for more information on slot validation requests.
What is an unauthorised request?
If a slot is deemed as an unauthorised request, it means you either used the self-cancellation function on the app after the delivery had been accepted, or asked support to cancel a valid delivery.
As can be seen in this article, you are not allowed to cancel any deliveries without the approval of support, and either of the reasons stated results in an automatic slot invalidation.
Why have I been deducted payment?
When you joined Stuart, you purchased equipment that was to be paid on a deposit basis. This means that your payment will be taken from your weekly earnings, rather than at an up-front cost.
Please refer to the 'equipment' section of your payment statement to view how much has been deducted from your earnings this week, how much of your equipment deposit you have paid in total, and the outstanding balance you have left to pay.
Read this article for more info.
I thought equipment was free?
In regard to the price of the equipment, this was never stated as free. If you entered a discount code at the time of purchase, this means that you would not pay anything upfront. Instead, you would pay this off on a deposit basis from your weekly earnings, including the delivery fee.
Read this article for more info.
Why have I been charged more than I paid for equipment?
The reason you have been charged £5.00 more is because of the delivery fee associated with your equipment. It was stated to you during the onboarding process - and also in this article - that this is paid on a deposit basis as well.
My equipment never arrived?
If your equipment has not arrived, please email the equipment team at email@example.com and we can investigate this further.
I never purchased equipment?
If you believe you are being charged for equipment you did not purchase, please get in contact at firstname.lastname@example.org. However, please remember equipment is not free; if you ordered equipment a long time ago but never settled the deposit balance then you will still be charged on your recent statements.
Where is my equipment deposit refund?
If you were told you would receive a refund for your equipment deposit, please check the equipment section of your weekly statement. The equipment refund will be displayed as a positive amount beside Deducted This Week in the equipment section of your statement.
Where is my PPE refund?
The PPE refund amount is displayed beside PPE Refund under the miscellaneous section at the bottom left of your weekly summary. Please note, you must submit your PPE refund request on Friday or before to be included in Tuesday’s payments.
This article explains the refund process in more detail.