Customer Paid for Installation but Was Redirected to the £300 Installation Page
In some cases, a customer may have already paid £75 to Starlink for installation, but is mistakenly redirected to our £300 paid installation page. Follow the steps below to resolve the situation.
1. Notify the Starlink Customer Success Team
Forward the customer’s message to:
starlinkcustomeroperations-customersuccess@spacex.com
CC:
In your email, explain that:
Starlink redirected the customer to our installation page.
The customer should instead have received a link for the free installation booking.
If you cannot find the customer in JET, mention that no installation order has been created in our system.
2. If the Customer Already Paid £300
If the customer has already placed and paid for the £300 installation order, follow these steps:
Ask the customer to contact Starlink Support and request the free installation booking link.
After submitting the free installation form, ask the customer to send both order numbers, including:
the new installation order, and
the original paid order (format: GB-ZZ-…).
3. Cancel the Paid Installation Order
Once you receive both order numbers:
Cancel the paid order in JET and add an internal note explaining the reason.
Send an email to Omar, CC starlink@sbpmpartners, requesting the refund.
Include the ZZ order number in the email.
4. Inform the Customer
Notify the customer that the refund has been requested and that it should be processed within approximately 7 business days.
Refund Rules
£75 Payment – Order ID starts with RE
The customer must request the refund directly via Starlink Support in the Starlink app, as SBPM did not receive this payment.Order ID starts with ZZ
The refund request is sent to Isabelle and is processed by Joris.
Template Message for Client:
Hello,
Thank you for reaching out.
It appears that you paid £75 to Starlink for the installation, but were then redirected to our £300 installation page. In this situation, Starlink should normally provide you with a link for a free installation booking.
Could you please contact Starlink Support through the Support tab in the Starlink app and request the free installation link?
Once you receive the link and complete the form, please send us your new installation order number. If you already placed a paid order (for example GB-ZZ-…), please include that order number as well so we can cancel the paid order and request a refund if applicable.
If a refund is required, we will process it and you should receive the funds within 7 business days after approval.
Thank you for your cooperation.
Best regards,
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