Postmates Customer Service for Drivers - Issues with delivery, when to end or return a delivery and other delivery related issues (Part 2)


(Preet) #1

The Postmates Delivery Help Book continued…

Postmates is a delivery service that offers credit delivery services from shops and restaurants. Postmates is a door-to-door delivery service to different from any other and operates an app to enable driver's interaction to be easy and successful.

Here are some FAQs about some of the Postmates issues that may arise during delivery. We take into account that you are already a registered Postmates driver and have the app if not, download it first and register, its free and will enable you to understand the process much easier.

When to end a delivery

Delivery is only over after the customer has taken the delivery from your hands. Then you can consider the assignment over, and now you will end it on the app as well. This is done by selecting "complete" and swiping it.

Issues with deliveries

If you have an issue during delivery, you should go to the "order details" and turn on the headset button. Live support will reply as soon as possible and will help you solve the issue with a step-wise process. Do not use the "help center" for solving on the job issues; the help center is for offline assistance only.

Return Deliveries

Return deliveries occur for some reasons; some can be due to lack of correct ID or no ID verification, others might be due to a wrong address or the customer is not at the location for drop off. Whatever the justified reason for a return, you can return all non-food or non-perishable items to the merchant.

In the case of a return delivery, you choose the "complete delivery" screen, select which reason you are returning the delivery, and slide the bar to complete the delivery. Once you have done that, you will be given a return route to return the delivery to the merchant. You will need to return the order before you get any more deliveries.

Completing a delivery

Once you have picked up all the items from the merchant, you continue to your destination. Make sure you have all the details and necessary information to find your customer's drop-off location. When you arrive at the drop-off point, open your app to see if there are any special instructions or additional information. In any event, contact the customer by text or call and let them know you have arrived.

Once you met the customer and had proof of ID for certain items, you hand over the order. Only after the customer has taken the order, physically taken it from you, can you then complete the order on the app. Upon sliding "complete" on the app, you will receive notification of the amount you earned for the delivery.

Unavailable Customers

Sometimes, when you try to contact a customer you will get no reply, or you might not be able to contact the customer due to bad contact information. This does not mean that the customer is not at the location, go to the customer's door. If for some reason you cannot find the customers door or are unable to access it due to security reasons, try to contact support and see if they can help.

You set the app to "no one available" this starts a timer which goes green after five minutes. If, after five minutes you have not succeeded in any way to reach the customer perform a return delivery, you choose the "complete delivery" screen, select which reason you are returning the delivery, and slide the bar to complete the delivery. Once you have done that, you will be given a return route to return the delivery to the merchant. You will need to return the order before you get any more deliveries.

Change of drop off location

If the customer wants to change the drop off location during delivery, from the moment you received it you can contact the customer and notify them to cancel the order and make a new one. You must also perform the following system update:

  • Press "help" on the delivery screen
  • Choose the "headset" option
  • Press "something else."
  • Select "customer changed order."

Unable to complete the delivery

On rare occasions you will find it hard to complete a delivery, possibly weather conditions, health reasons, an accident on route whatever the unfortunate circumstance you must contact support and notify them immediately. It is important to maintain a good customer relation, so canceling a delivery has to be based on an emergency reason only.


Increasing your Tips on Instacart and Postmates
What will DoorDash do with $535 Million?