Delivery Driver never showed up. What now?

[LAPizzeria]

We are using on-demand delivery with Square and a customer placed an order tonight for his dinner party.

Courier never showed up.

In the app, Courier status is "Pending".

Customer is furious and we had to have one of our chefs delivery the food to avoid having to refund the large order.

This was after 6PM PDT so of course we had nobody to help us at Square. Apparently Square seems to think that nobody needs help after 6 PM?

We have nobody to call at Postmates or whomever is the courier. Customer has no way to call.

This is ridiculous and a struggling business cannot operate this way.

Is there something I'm missing? I checked a link to the delivery FAQ from another thread but it doesn't go anywhere, and the Postmates appeal form link is also a deadend and goes to a blank page.

[Gold]

HI, 3rd party delivery can be frustrating.  If customer did not tip appropriately drivers do not deliver.  Here is an article with an 800 number for Postmates. 

https://www.ridesharingdriver.com/contact-postmates-customer-service/

[LAPizzeria]

That's not the issue. The customer tipped. Even if he didn't tip, we shouldn't be penalized and then have no way to remediate the situation.

The issue is that delivery with Square is a black box.

Thank you for the link, but that article is for customers and not for customers of Square. We are not a customer of Postmates. We are a Square customer and Postmates knows nothing about us and tells us that Square has to deal with it. Square has no mechanism for notifying us that there are no couriers, so we wait.... and the food gets cold and we have an angry customer.

[Gold]

HI, you are a customer of Postmates, they provide a service to you.  You stated they do not recognize your business, did you setup your account with Postmates?  Square provides the integration and ability to accept payment for goods/services.  Square has nothing to do with couriers, Square is a payment processor only.   

[LAPizzeria]

You are incorrect. Square integrates with a third party for on demand delivery. This isn't our first delivery, but it's the first time a courier has not shown up.

When a delivery order is placed, normally we can see the courier status on the iPad. In this case, nothing happened and we had nobody to call.

We have no relationship with Postmates except by proxy through Square for On Demand Delivery.

In Online Dashboard, under Fulfillment, click Pickup and delivery, and Square says:

1. Customer places an order for delivery. It shows on your POS 

2. Square dispatches a professional courier while you prepare the order

3. Courier picks up the order and delivers it to the customer

[Gold]

HI, Square is a payment provider only.  You can review the On-Demand Delivery Terms of Service.

https://squareup.com/us/en/legal/general/odd-tos