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
Stephanie says
I ordered Chick-Fill-A though postmates and my food was correct but my drinks were wrong i ordered 2 large cokes and 1 pepermint chip shake i recived 1 large coke 1 medium unsweetened tea and a small frosted lemonade and the support page on the app is blank
David says
The driver delivered the food to another address and the postmates wont give me a refund on it
kenia lopez says
i never received my order i tried texting the driver and calling but no answer i just want a refund it was for Starbucks. i have the call history to show i tried to get ahold of him.
DougH says
Go to the order receipt and use the Help section to report that you never got your order. Usually you’ll receive an app credit
Jane says
Your driver dropped off my food and then came back and took it with them when I went to wash my hands.
Denise Wright says
I have a question regarding a payment that came out.
On yesterday, I ordered a meal from panini kabob grill here in los angeles, and I was charged by the restaurant and by postmates. I would like to know how I can get my money back from postmates if my coworker is the one that picked yo my order?
DougH says
That’s a complicated situation. I think you’ll have to contact Postmates support and hope they can sort it out
Cathy meza says
I lost my prepaid card for delivering I ordered another one can I still accept deliveries
DougH says
You can technically still accept deliveries but you’ll have to know which restaurants are prepaid and which ones require the card. You can decline the ones that require the card and only accept the ones that are prepaid. But there’s no official way to make it so you only get prepaid orders
James says
I need to ad a debt card i refuse to use a twitter account soo what do i do?
DougH says
Go into the app, tap menu, then wallet, then add the payment method there