Find answers to the most common questions about how storage fees work in PilotoMail.
General Questions
What are storage fees?
Storage fees are monthly charges that apply when a member has too many unprocessed mail pieces at the end of the month. Members receive a generous monthly allowance before any fees apply.
How is this different from daily storage fees?
Instead of charging per piece per day, the new system uses monthly thresholds. Members get a set number of mail pieces each month before a flat fee applies. This makes costs predictable and easier to understand.
When do storage fees apply?
Storage fees only apply if a member exceeds their monthly threshold and still has unprocessed mail at the end of the month. If they stay under their threshold or process their mail before the month ends, no fees are charged.
Understanding Thresholds
What is a threshold?
A threshold is the number of unprocessed mail pieces a member can have at the end of the month before storage fees apply. For example, if the correspondence threshold is 50 pieces, a member can have up to 50 unprocessed correspondence items without being charged.
Are thresholds the same for all mail types?
No. There are separate thresholds for correspondence and packages. Each category has its own allowance and storage fee.
What counts as correspondence vs. packages?
Correspondence includes:
Standard mail
Perforated envelopes
Padded envelopes
Magazines
Packages include:
Any kind of box
Mail items that don't fit the correspondence description
Can members have different thresholds?
Yes. Operators can adjust thresholds for individual members based on their needs and business relationship.
What Counts Toward the Threshold
What mail counts toward my threshold?
Only unprocessed mail at the end of the month counts toward your threshold. This includes:
Uploaded mail (scanned but not processed)
Open and scan mail (viewed but no action taken)
What mail does NOT count toward my threshold?
Mail that has been processed with a final action doesn't count:
Picked up by the member
Forwarded to the member's address
Shredded or disposed of
Marked as "leave at office" and collected
Does mail I receive on the last day of the month count?
No. Mail assigned in the last 5 days of the month does NOT count toward your threshold. This grace period gives you time to process end-of-month mail.
If I forward 20 pieces and keep 30 pieces, what counts?
Only the 30 unprocessed pieces count toward your threshold. Any mail you forward, pick up, or shred is removed from the count.
Billing and Fees
How much is the storage fee?
Storage fees are set by your operator and vary by location. The fee is a flat monthly charge when you exceed your threshold.
Is the fee the same whether I'm 1 piece over or 20 pieces over?
Yes. The storage fee is a flat monthly charge regardless of how many pieces you're over the threshold.
When am I charged the storage fee?
Storage fees are calculated at the end of business hours on the last day of the month. The fee appears on your next month's invoice.
Can I be charged for both correspondence and packages?
Yes. If you exceed both thresholds, you'll be charged separate storage fees for each category.
What if I exceed my threshold in the middle of the month?
You have until the end of the month to process your mail and drop below the threshold. Storage fees are only calculated on the last day of the month.
Managing Your Mail
How can I avoid storage fees?
Process your mail throughout the month by:
Requesting pickups
Forwarding mail to your address
Shredding unwanted mail
Any of these actions removes mail from your count and helps you stay under your threshold.
How do I know if I'm close to my threshold?
Your PilotoMail dashboard shows your current count vs. your threshold. You'll also receive email notifications:
7 days before the end of the month if you've exceeded your threshold
1 day before the end of the month as a final reminder
What if I see a banner on my dashboard?
If you see a banner that says "The quantity of mail has exceeded the limit. You will be charged a storage fee by end of the month," it means you're currently over your threshold. Process some mail to drop below the limit and avoid the fee.
Can I increase my threshold?
Members cannot adjust their own thresholds. Contact your operator to request a threshold increase based on your needs.
Grace Period
What is the 7-day grace period?
Mail assigned to your mailbox in the last 5 days of the month does NOT count toward your threshold. This gives you time to process mail that arrives at the end of the month.
How does the grace period work?
Example:
Example:
Month: January (31 days) Grace period: January 27-31 Mail assigned on January 28: Does NOT count Mail assigned on January 26: DOES count
Why is there a grace period?
The grace period prevents situations where mail arrives on the last few days of the month and you don't have enough time to process it before the billing cutoff.
For Operators
How do I set storage fees?
Go to Settings > Offering > Plan and configure:
Correspondence threshold and fee
Package threshold and fee
For detailed instructions, read our Setup Storage Fees guide.
Can I set different thresholds for different members?
Yes. You can adjust thresholds on a case-by-case basis through individual member plan settings.
How do I explain this to my members?
We've created a communication guide to help you announce and explain storage fees to your members. Check out How to Communicate Storage Fee Changes to Members
Still Have Questions?
If you have questions that aren't answered here, we're here to help.
Contact us at support@pilotomail.com or click the chat bubble in the lower right corner of your screen.