Postmates Customer Service - What to do if missed a delivery, how to cancel an order and more (Part 2)


(Bick Bhangoo) #1

Postmates made easy continued

Postmates is a delivery service that offers credit delivery services from shops and restaurants. Basically, Postmates is a door-to-door delivery service to different from any other and operates an app to enable customers 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 already have the app if not, download it first and register, its free and will enable you to understand the process much easier.

Missing a Delivery Pick-Up

One of the many issues drivers are faced with on a daily basis is incorrect addresses, hard addresses to find, customers not waiting at the pick-up point and customers not available.

After the driver has collected, they check the delivery address and then begin the drive to the address. They send a text message when they arrive and will also check the app to see if there are any specific instructions left by you.

Once the driver has arrived at your address or pick up location, they will double check the address and instructions. If the driver has issues finding the address or entering the building, he will text or call you to the number you provided on the checkout screen in the app.

The driver will wait at the address you provided for five minutes, after which they will leave if you do not reply to them or if your contact details were incorrect and they cannot get in touch with you. Once the driver moves on to the next delivery, your delivery will be canceled, and the full fare and cancellation fee will be applied.

If the delivery was made to a wrong address, then double check the address and contact information you supplied on the checkout screen. Remember, the address cannot be changed once an order has been placed.

Getting Notifications

If you don't get any notifications from the Postmates app, you must enable the notifications option on your smartphone or mobile device. This can be done with the following actions:

iPhone: System Menu, Notifications, Postmates

Android: Settings, Sound, and Notifications, Postmates

Make sure you have confirmed your phone number and also check your address. You can add more than one delivery address option.

Canceling Orders

Orders can be canceled by customers for a variety of reasons. There is a cancellation policy, and here it is:

Pre-order acceptance : If the order was not yet placed or if it was placed but not picked up. You can cancel free of charge

Order in the process : If the order was accepted and the driver is already on route to the merchant. You will be charged for any menu items prepared since they have to be paid for, but you won't be charged for delivery or services fees.

The order was picked up : You will be charged the full price as if it were delivered.

Canceling by app

If you need to cancel an order:

In-app:

  • Choose the "order page."
  • Press the "help" button
  • Select "Cancel Delivery"

Input the reason for the cancellation; you will be shown all the charges that will apply for the cancellation.

On Web:

  • Choose the "order page."
  • Press the "help" button
  • Select "Cancel Delivery"

Input the reason for the cancellation; you will be shown all the charges that will apply for the cancellation.

Notification of new Delivery Address

You will receive an in-app notification that an address has been added to your list of delivery addresses every time you add a new location for delivery.

If you do not recognize the new address or never requested delivery to the address shown then you must do the following immediately:

  • Reset your password
  • Notify Postmates customer support

The reason for the notification will be dealt by the Postmates support team.

Estimated Delivery Time (ETA) Explained

Every time you place an order you will receive an ETA, this is a delivery estimate calculated by the app based on a delivery algorithm. The algorithm takes into account the following variables:

  • Food Preparation time per merchant
  • Distance from driver to the merchant
  • Distance of the merchant to your delivery address
  • Traffic, weather and other road factors
  • Your particular delivery address specifications

Some of the data is immediately calculable and is quite accurate, the only variable that is problematic is the preparation time at the merchant. Some merchants can be quick and others slow, while quick merchants can have long queues and slow ones could be empty. The actual time from order to pick-up is a variable that the algorithm will estimate based on historical data. If there is no historical data, it will evaluate based on an average from type and location of the merchant.

After the delivery

Once a delivery has been made you cannot contact the driver. The driver has moved onto the next delivery and any questions specific to the order can only be and must only be placed with Postmates customer services. This can be done via:

iPhones : Tap on the clock icon found on the left corner of the app screen, choose the merchant you made the order from, press "contact support."

Android : In settings choose "contact support." choose the merchant you made the order form, press "contact support."

Website : Click on your avatar (personal icon) in the top right corner of the screen and press "deliveries." Choose the "contact support" option and wait till support contacts you in person.

Remember you only have 48 hours to get an immediate response, any requests placed after 48 hours will not be considered for urgent replies.

Tipping

Postmates is a cash-free service, which means all transactions are performed via the app, including tipping. Once you receive an order, you can tip the driver via the app.

Rating

You should rate every delivery after it has been delivered. You can also change a rating after making one if you think you made a mistake.

iPhones : Tap on the clock icon found on the left corner of the app screen, choose the merchant you made the order from, press "contact support."

Android : In settings choose "contact support." choose the merchant you made the order from, press "contact support."

Website : Click on your avatar (personal icon) in the top right corner of the screen and press "deliveries." Choose the "contact support" option and wait till support contacts you in person.


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