We love how easy Postmates makes it to order food, groceries, and all sorts of things.
We also love the delivery service for giving us yet another way to make money (as a delivery driver) in the gig economy. And restaurants love it for the easy way it connects them to customers across different cities and towns.
But, like with any service, sometimes there are issues with orders.
Whether you’re a customer, a driver, or a restaurant partner, there’s always a chance that you’ll run into a problem with an order.
So it’s important to know how to contact customer service when that happens. And unfortunately for drivers and users, Postmates doesn’t make it easy to do.
There are a variety of ways you can reach out to Postmates for help with an order. You can check the various online support pages for customers, merchants, and drivers.
You can submit a help ticket, send a message, or reach out on social media. And merchant partners who prefer to make a phone call can try reaching them at 888-815-7726.
To help you get through the process of handling an issue with a Postmates order, keep reading. We’re breaking down everything step by step so that you know exactly how to handle a Postmates issue quickly and effectively.
Here’s how it’s broken down:
- Customer Support (For People Ordering Delivery)
- Fleet Support (For Delivery Drivers)
- Merchant and Partner Support (For Restaurants)
Customer Support (For People Ordering Delivery)
As a customer, it can be extremely frustrating trying to resolve an issue with an order, especially if you’re hungry and your lunch order from Chipotle! If you’re a Postmates customer, there are several different ways that you can contact customer support.
The easiest way to resolve an issue is to visit their website for online help. Before attempting to contact the company directly, check their help page. On the help page, you’ll find answers to all sorts of FAQs, including common issues regarding orders, promo code, credit card issues and tons of additional information.
To reach this page through the Postmates app, simply go to the main menu and hit “help.” You’ll be directed to the same series of questions and answers.
The help page offers a wealth of information regarding orders. For example, you’ll find answers to questions such as:
- Can I change my pickup order to delivery?
- Can I cancel my pickup order?
- Where is my order?
- Something was missing from my order. What should I do?
You’ll also find information on what to do if your order was not ready when you arrived to pick it up or if something was damaged or incorrect. The help page also gives guidance on what to do if an order says it was delivered but you didn’t receive it, as well as if you need to change an order.
The help page also provides a lot of information regarding charges made to your account. You’ll find answers to questions such as:
- Why wasn’t my delivery fee discounted?
- Why did I get charged for a promotional item?
- Why is there a price difference between my order estimate and the final amount?
The Postmates help page also provides information regarding fees such as the service fee and small cart fee. You can also find information about pending charges and resolving issues if there are unrecognized charges on your bill.
If you need to contact Postmates regarding an issue with your account status, the help page provides information on that as well. The help page offers guidance on various account issues, including how to update your account with a new email or phone. You can also learn how to change your password or how to delete your account if you’re unhappy with the service.
All in all, the Postmates help page is your best source of information regarding all sorts of order and account issues. Sometimes you may be instructed to contact support via email. But even in those cases, it’s best to look on the help page for more information before reaching out to the company directly.
Why is this so important? Because in some cases, you may need to contact your Postmate delivery driver or the restaurant instead.
Can’t find the answer to your question on the help page? Use the email page to send a message to Postmates, just make sure you select the appropriate topic for your issue first.
You’ll see the option to choose from topics such as account, order, charges, Postmates services, and report a safety issue. After you select your initial topic, you’ll be given the option to narrow it down yet again. At that point, you can enter your message.
If you click “report an issue,” a Postmates customer service rep will respond via email. It usually takes less than 24 hours to get a response, but just keep in mind that you probably won’t see a response immediately.
Social media is another way to connect with Postmates customer support. This is often the best way to get a quick response. All companies want to present a positive image online, so they don’t want social media posts full of negative reviews and bad comments. When you post issues on their Twitter and Facebook pages, they’re usually pretty quick to respond.
Fleet Support (For Delivery Drivers)
Fleet support is specifically for drivers and delivery personnel who are on the job. If you run into an issue with a current order that you’re trying to fulfill, this is the section you need to read.
The Fleet Support page is a useful tool that offers lots of information for delivery drivers. From how you can sign up to become a driver to how earnings work, you’ll learn everything you need to know right here. The fleet support page is the place to go to learn exactly how things work during the day to day handling of orders.
As a delivery driver, there will inevitably be times when you have an issue with an order. To be on top of your game, we suggest reading through the fleet support page before you start working so you’ll know how to resolve an issue when one arises.
Don’t wait until you’re on your shift to take the time to read through the support page. You’ll waste time and miss out on fulfilling other orders. In addition, it can be stressful to try to find the information you need at a moment’s notice.
On the online support page, you’ll find answers to a variety of commonly asked questions and issues. You can learn about:
- Keeping track of your rating
- Receiving payouts
- Handling reimbursement requests
- Setting up direct deposit payouts
- Increasing earnings with peak hours, blitz pricing, and blitz pricing
- Stacking deliveries
- Resolving technical issues with the app
But the most pressing issues for drivers are those that arise when they’re in the process of delivering an order. On the fleet support page, you’ll see a section dedicated to “delivery support.” Click on that section and you’ll find everything you need to know about handling issues at the pickup location and drop off point.
You’ll find information on what to do if your prepaid card doesn’t work, if the order is wrong, and how to handle a cash-only merchant.
You’ll also find instructions on how to contact support during a food delivery or what to do if a customer wants to change an order. In some cases you may find that a customer is not available at the drop-off point – this is the place to go to learn about that too.
In addition to on-the-job issues, the Fleet support page is also where you can learn more about what to do if you have an accident while on the job. They also answer the popular question of who pays for parking tickets accrued while picking up or dropping off. (Spoiler alert drivers – it’s you).
If you’re already a Postmate, this page will answer almost every question you could possibly have about the job and the process involved. But it’s also the place to go if you’re considering signing up to be a Postmate or if you’re a new Postmate that’s just learning the job. For more information on how to become a Postmate, how to use the app, or how to prepare for deliveries, click on the section titled “sign up and orientation.”
When you can’t find the answer to your question on the support page, you can send a message directly to Postmates by visiting this page. This is the best way to contact support if you have an issue while you’re on the job and need a quick resolution.
When all else fails, you can always reach out to Postmates via Twitter and Facebook. From driver feedback, it seems that Facebook is the quickest way to get an answer. But consider yourself warned – sometimes all they do is refer you back to the help page on their website.
Merchant Support (For Restaurant Owners)
Like customer and driver support, merchants should also use the online support page as their go-to resource for solving issues. Postmates has a specific Merchant support page that restaurants can use to find answers to all sorts of commonly asked questions.
On the merchant support page, you’ll gain insight into dozens of specific issues. They range from how to use the Partner Dashboard to how to manage your storefront on the Postmates site. The support page includes information on:
- Viewing your order history from the tablet order app
- Reporting incorrect prices
- Updating menu prices
- Removing unavailable items
- Adjusting store hours
- Reporting incidents
- Updating menu items
If you’re not a merchant partner yet, this is the page to visit to learn everything you need to know about signing up, delivery options, and much more. You’ll find helpful answers on how you receive orders, how you receive payments, and what the onboarding process entails.
Like customers and drivers, there may be cases when you just can’t find the answer to your question on the support page. In that scenario, visit this page to send a direct message to Postmates customer support. Unlike the customer support message system, you can ask your question right away. You won’t have to waste time having to answer a bunch of questions before sending your message.
Some merchant partners on online forums have suggested an alternative way to connect with Postmates. Rather than sending a message through the support page you can try emailing [email protected] instead.
And, as we mentioned above, posting a message on social media is often an effective way to get an issue resolved. Postmates wants to keep their customers, drivers, and merchant partners happy, so a brief social media post is a great way to get their attention. To connect with them on Twitter, use @postmates_help. To connect on Facebook, send a message to Postmates on Facebook.
There doesn’t seem to be a phone number for drivers or customers to call when they need help or support. But according to this Reddit post, there is one that merchants can call for partner support.
We can’t guarantee that you’ll get results, but you can try calling 888-815-7726 as a last resort.
Whether you’re a driver, a customer, or a merchant, the best way to find answers to issues is to visit the various support pages on Postmates. You’ll find answers to almost all of your questions and, in many cases, you can resolve the issues on your own.
If you can’t find the info you need on the help page, you can always contact support directly by sending them an email. And when all else fails, try reaching out on social media. It’s often the quickest way to get a response (though the response often directs you back to the support page).
For drivers and merchants, it’s important to know how to resolve issues before an order issue arises. Take a moment to read through the support pages ahead of time so you can troubleshoot any issues that come up along the way.