Postmates deliveries can work like magic, but the magic wears off when things go wrong. So who do you contact when there are problems with your order?
Now that Uber owns Postmates, all Postmates customer service is now handled by Uber Eats support.
You can reach customer service inside the app, online, or via telephone.
How to get help during a live Postmates order
- Go to the order tracking screen to cancel the order or get help
- Call Postmates/Uber Eats supports at 1-800-253-9377
How to get help after your order is complete
- Use the Get Help option at the bottom of every order receipt
- Go to help.uber.com/Postmates and log in to get help
View your order receipt to get help after a delivery
Read on to learn more about the different ways to reach out to Postmates when you need help, and when it’s best to use each option.
Article contents
- How to call Postmates customer service
- How to contact your Postmates driver during an order
- Get help after a completed order
- How to get a refund for a Postmates order
How to call Postmates customer service (Not always the best option!)
Postmates is now owned and operated by Uber. You can call Uber Eats customer service at 1-800-253-9377 to get help with a Postmates order.
But calling Uber Eats support isn’t always the best option to get help. You should only call customer service during an active order to make changes.
After the restaurant accepts your order, you can only change your address or add/remove items by calling customer service.
If you have an issue with a completed order, it’s better to use the in-app help tools or visit help.uber.com/Postmates.
When to call Postmates/Uber Eats support
- To change the delivery address
- To add or change items in your order
For other issues, use the help options inside the app.
How to contact your Postmates driver
You can contact your delivery courier once they are on the way to pick up your order. The order tracking screen will update to show your driver’s information.
Tap the message bubble or phone icon to contact the driver.
Only contact your driver to:
- Give extra parking and drop-off instructions
- To ask for free extras like sauce, napkins, or cutlery
Don’t contact your driver to add or remove items or to change your delivery address—only customer service can handle those issues.
You won’t be able to contact your driver after the delivery is complete. If you have issues with a completed order, use the Get Help section of the order receipt, or go to help.uber.com/postmates.
Get help after your order is complete
The best way to get help with a completed delivery is to use the Get Help section at the bottom of every order receipt.
View your order receipt to get help after a delivery
To find the order receipt: Tap the cart icon at the bottom of the app, then tap the ‘Orders‘ button at the top of the screen. Select your order and scroll to the ‘Get help’ button.
The ‘Get Help‘ feature is where you can report common issues like:
- Order never arrived
- Missing or wrong items or
- Received the wrong order
- Problems with food quality
- Problems applying promotions and free credits
- An issue with your delivery driver
Select an issue to begin a conversation thread with customer service. You may receive a partial or full refund depending on the situation.
Select an issue from the list to get the convo going
Get customer service at help.uber.com/postmates
You can also get help with an order at help.uber.com/Postmates. First, sign in and select the correct order, then scroll to the bottom of the page to find help options.
The features at help.uber.com are similar to the ones in the Postmates app.
After you submit the issue, a message thread with Uber customer support will begin.
help.uber.com/postmates has the same help options as the app
How to get a refund on a Postmates order
You might want a full refund if you’re unhappy with your Postmates order, but Postmates doesn’t offer a full refund for every order issue.
You’ll likely get a full refund if your order didn’t arrive at all or if you received the wrong order.
However, Uber may decline to give you additional refunds if you’ve received several refunds in the past.
You may only receive a partial refund for issues like missing items or a poor delivery experience.
There is no option or button to directly request a refund. Instead, report your issue to begin a chat thread. Uber may offer a refund, or you can ask for one.
Missing items from an order? What to do
Report missing or incorrect items in the Get Help section at the bottom of every order receipt. That’s where you can find an option for “Wrong or missing items.”
Your Postmates driver can’t replace the missing items. The best outcome is a refund, so don’t try to contact your driver after the delivery is complete.
Order never arrived? How to report it
If your order never arrived, you can report the issue and get a refund. Scroll to “Get help” in the order receipt and select “My order never arrived.”
However, if the order was a ‘leave at door’ order and the driver has photographic proof that they dropped off the order, you may not get a refund.
More delivery help
Evelyn Payton says
I will never use Postmates ever again. You guys never delivered my order and have no way of contacting you. I’m out of $29.00
Billy Sims BBQ says
I am needing to get in touch with Postmates concerning our tablet. Troubleshooting is needed, and I also need summaries on what we have sold in the store through PostMates, please Advise
DougH says
You can contact Postmates merchant support by phone. Here is their help article on that
Robert says
So I don’t know if guys are able to help me but on the Checkr website keeps saying my SSN is wrong and it isn’t’ wrong, is there some way I can get help from you guys on this? I am getting frustrated ’cause I just want to work. They are no help at all.
DougH says
You’d have to work with Checkr on this problem. Contact Checkr support and see what steps they give you to figure this out.
TD says
if one entree on my order was incorrect, a burrito that was $7, why did they issue a credit for $4.99? Here’s my issue-my son missed dinner due to the error, I paid $30 for two entrees ($14.50 food, the rest fees, Then $5 tip).. so if i got a credit back for only 4.99, i paid delivery fees plus food fees plus a tip for food that was not even edible. So at the very least, would I expect the cost of
the food back and possibly half of the fees, considering I only got half a meal? Who is the person responsible to get the order correct? The restaurant or does postmates place the order from
the app?
DougH says
Postmates would be the correct place to contact. The restaurant won’t be able to help
valerie roberts says
I been trying to get in touch with postmates regarding my weekly summary and I cant get any feedback.
DougH says
If you’re getting nowhere with help options in the app or at Postmates.com, you could try sending them a tweet. The account is @Postmates_Help
Pawan Pandey says
I have complain regarding driver but no response from your end
Ellen Terry says
Postmates took out of my bank account $9.98 Without my approval and not knowing about it. I NEED my money back ASAP. They had no right to steal from me. I DESPERATELY Need to get my money back because of an emergency I must
take care of. Please resolve this entire matter very,very quickly. MUCH APPRECIATIVE THANKS!!!!!
DougH says
Do a charge back with your bank if you’re not making progress with Postmates