Can my business request a refund from an On-Demand Delivery service provider?

[johngray2]

The title of this post has been edited from the original: Delivery as a Service Refunds

We are currently using Delivery as a Service with Postmates. Anytime there is an issue with a delivery, we send our refund receipt and the order ticket (with the delivery ID) to a Postmates email address. Postmates says we should see the refund on our statement. 

Also - im concerned that customers aren't getting their fees refunded when we process a DaaS refund for them. 

[Valentina]

I think I may be missing some important context here, @johngray2.

You mentioned that Postmates says you should see a refund on your statement - is this not happening?

As for your second comment - when you process a refund, are you processing it for your customers through your Square Dashboard/Point of Sale app, or via the Postmates platform?

[rattos]

Hi Valentina, this is also an issue for my business. I have been processing my requests for refunds by calling Postmates support phone number, reporting the issue to a representative, and then, per their instructions, sending an email to their API-issues department with necessary documentation. I never hear back from them. Is there a better way to do this through the Square Dashboard? If so, please clarify! 

[Valentina]

It sounds like you haven't seen the FAQ included on our On-Demand Delivery page @rattos and @johngray2!

We also provide some detail regarding refund in the section of the page titled Refund Responsibility here.

You can file an appeal with one of our On-Demand Delivery service providers below.

Postmates: Appeal form
DoorDash: Email merchant-drive-support@doordash.com

Note: If an appeal with Postmates or DoorDash is successful, the disputed amount will be credited back to your Square account within 31 days. Appeals through Postmates must be submitted within 72 hours of the Pickup Time for the order in question

I hope this helps! ✨

[rattos]

Valentina,

Yes, I have seen the FAQ page for On-Demand Delivery, and I am aware of the service agreement. When there has been an issue with Postmates I have called the provided phone number for Postmates to escalate the issue. After explaining what has gone wrong and requesting a refund, I am always told to follow up with an email to their API-Issues department with the necessary documentation: order number and detailed receipt. Every time, I receive this automated reply:

Thank you for reaching out to Postmates Support. Our agents are currently reviewing your request and will follow up with you as soon as possible.

We look forward to getting in touch with you soon. In the meantime, if there is anything you’d like to add to your request, please respond to this email.

I NEVER hear back from them, even if I respond to the email asking for an update.

I see that Postmates has an appeals form in their support center to submit a request. Is this the better way to address refund issues? This is not something that I have tried.

Each time there is an undelivered, lost or abandoned order, (and there have been several), I refund the customer immediately, but have no way of knowing if I am being refunded for these undelivered orders.  Where is my refund? Where do I look for it? Shouldn't I be reporting it to Square since you're is in control of processing all fees and refunds? As I understand the setup, Postmates interfaces directly with Square, and does not have access to my banking information. So the two questions that need definitive answers for are:

1. With whom do I request a refund when Postmates loses, abandons, or never picks up an order and I have refunded the customer?

2. Where do I look to see if I have been refunded, and when? At the end of the day? Week? Month?

Thank you for your help with this.

One last thing: I see that Postmates has an appeals form in their support center to submit a request. Is this the better way to address refund issues?

[Valentina]

I'd like to make sure we're on the same page, as the appeal form you mention at the end of your post should be the same appeal form I pointed you to in my last response here. In my above message, I provided the appeal form, as that is the correct way to request a refund On-Demand Delivery service provider. If Postmates loses, abandons, or never picks up an order and you have refunded the customer, you will want to fill out the Appeal form.

From the FAQ page linked in my last post:

Note: If an appeal with Postmates or DoorDash is successful, the disputed amount will be credited back to your Square account within 31 days. Appeals through Postmates must be submitted within 72 hours of the Pickup Time for the order in question. 

We will send you an email letting you know the refund has been processed. You can view these refunds in your Square Dashboard (Balance > Transfer Reports > listed under Total Collected > Other). I hope this is helpful, @rattos!

[rattos]

Thanks, Valentina. I will use the Appeal form from now on, and will look for refunds in "Transfer Reports".  It's unfortunate that I was told by a Postmates service rep NOT to use the Appeal form because I use them as "Delivery as a Service" only. The Appeal form, I was told, was only for merchants who had an account with them. Sigh. Postmates suck. I'm wondering if there is anyone in the seller community who has had a better experience with Doordash?

[QueenUnicorn]

My first delivery order scheduled through postmates they never showed up. The customer came and picked up themselves. I spoke to the rep that I signed up with and she gave me a telephone number and to call and she should be able to get a refund. The customer as well as myself tried to get a refund for over 2 months. Nothing. Once I did some digging their reputation isn’t good at all. I wish I would’ve known that prior to signing up with them. That was our first and only order. I have terminated our relationship with them. I refunded the customer her delivery free and tip. It was over $20. Postmates should be ashamed. Square shouldn’t associate with such a loser company.