DoorDash & Postmates Appeal Process

If you’re having trouble, such as a driver misconduct issue or products not being returned after a failed delivery, we can submit an appeal to Postmates on your store’s behalf. In order to be able to submit your appeal, it must be sent within 24 hours of the event occurring and include the following information:

​

1. Description of the event: Was there an issue with the driver? Were the products not returned to the store? Was it a different issue? Any and all information you can provide will help us to draft the correct appeal to Postmates. The more information, the better!

2. Delivery ID or Order Number: The delivery ID can be found within the Activity Log of the order itself. This is how the delivery service identifies which order to look into and the driver associated with it. 

Send this information to our team using the "Need help with this order" link on the full order page of the delivery that was not successful.

We will submit the information to the appropriate delivery service. If your appeal is granted, the refund will show up on the next months invoice. Appeals can take up to two weeks to process, so once you submit yours hang tight and we’ll provide you with any updates.

• Related Articles

• Fulfillment Types

  Offering multiple fulfillment options for customers not only increases your chance to reach new business, it also helps increases the frequency of orders from your current customer base. Follow the instructions below to set up the option for ...

• Third Party Delivery Services

  Offering delivery for your store allows you to not only reach a wider customer base but also increase your revenue exponentially. Third party delivery can help your team handle high volume orders efficiently, whether you are starting out or enabling ...

• Upload Liquor License

  Once you've added your bank information, Braintree requires you to have a up to date liquor license on file to process alcoholic orders.  Follow the steps on screen to enter your liquor license number and upload a picture of the legal documentation ...

• Reauthorize Card

  You can now reauthorize an order through the dashboard!  Seeing this error pop up when attempting to approve an order can come with multiple reasons as to why a payment may need to be re-settled. To reprocess the order simply head to the "Billing ...

• Purchase a Domain

  Domain is another name for web address. If you've previously owned a website or have purchased a domain for your store (ex: www.cityhive.net) then chances are you already have a domain.  If you do not have a domain you can easily get one through ...