Helpful information

Resources

  1. Postmates API Terms of Use
  2. Postmates Fleet Agreement
  3. Alcohol-Delivery Enabled Markets


Postmates delivers alcohol via API in the following markets:

    • Austin
    • Brooklyn
    • Charlotte
    • Chicago
    • Dallas / Ft. Worth
    • East Bay
    • Evanston
    • Ft. Lauderdale
    • Houston
    • Long Beach
    • Los Angeles
    • Miami
    • Minneapolis
    • New York City
    • Orange County
    • Orlando
    • Palm Springs
    • Philadelphia
    • Phoenix
    • Pittsburgh
    • Raleigh
    • Sacramento
    • San Antonio
    • San Bernardino
    • San Diego
    • San Francisco
    • SF Peninsula
    • Tampa


Want to offer delivery outside of these markets? Reach out to DaaS Support for details.

 

Support

Confirm support policies and SLAs with your aggregator. In the case that issues are escalated to Postmates, Inc. from your aggregator, our standard response times by issue type are as follows:

Escalation Matrix

SLA

Report an Issue with a Postmate

• Rude or Unprofessional

• Property Damage

• Driver Solicited Tips/Payment

• Refuse to do Door-to-Door Delivery

• Report Vehicle

24 hr

Order Support

• Order Status

• Late Pickup or Dropoff

• Cancel Order

• Wrong Driver

• Missing Items

15 min

Other Order Inquiries

• Unreturned Items

• Damaged Items

• Request a Refund

24 hr

Integration and API

• Report a Technical Issue

• Developer Support

24 hr

Technical Outage (blocked on delivery)

15 min

 


Refunds

Refund requests should be submitted directly to your aggregator. Postmates’ refund policy is as follows:

Category

Scenario

Partner Instruction

Refundable?

Refund Type

False Complete

Postmate did not reach pickup location, but delivery shows as completed

1. Provide manifest reference number and/or delivery token

yes

delivery fee, tip

Postmate completed pickup but did not reach dropoff location, and delivery shows as completed

1. Provide manifest reference number and/or delivery token

2. If items left the store and were not returned, provide itemized receipt for basket

3. Confirm all unreturned items

yes

delivery fee, unreturned items, tip, applicable sales tax

Returns

Return order erroneously initiated

1. Provide manifest reference number and/or delivery token

2. Forward written confirmation from end customer that the order was received (date/time if possible)

yes

delivery fee (return order only)

Return order not completed and merchant was open

1. Provide manifest reference number and/or delivery token

2. Provide itemized receipt for basket

yes

delivery fee (return order only), items, applicable sales tax

Return order not completed and merchant was closed

1. Provide manifest reference number and/or delivery token

2. Provide itemized receipt for basket

no

-

Basket Quality

Item(s) damaged in transit

1. Provide manifest reference number and/or delivery token

2. Provide itemized receipt for basket

3. Forward written confirmation from end customer of which items were damaged in transit

yes

items (only those damaged), applicable sales tax

Postmate >20 mins late to pickup

1. Provide manifest reference number and/or delivery token

2. Provide itemized receipt for basket

3. Confirm perishable items

yes

items (perishables only), applicable sales tax

Cancels

Postmates cancels >20 mins into request

1. Provide manifest reference number and/or delivery token

2. Provide itemized receipt for basket

3. Confirm perishable items

yes

items (perishables only), applicable sales tax

Postmates cancels after completing pickup

1. Provide manifest reference number and/or delivery token

2. Provide itemized receipt for basket

yes

items (if unreturned), applicable sales tax

Partner cancels, no Postmate assigned

No action required; cancel/delivery fee waived

n/a

-

Partner cancels, Postmate assigned but pickup incomplete

No action required; delivery fee waived, cancel fee applies

no

-

Partner cancels, Postmate assigned and pickup complete

No action required; delivery fee applies

no

-

End-customer Issue

End customer not available at drop-off within 5 mins of Postmate arrival

No action required; delivery fee applies

no

-

[AGE-RESTRICTED ITEM(S)] End-customer fails to meet ID requirement/is too intoxicated to receive order

No action required; delivery fee applies

no

-

 

IF NOT OTHERWISE SPECIFIED WITHIN CONTRACT:

On-Time Delivery

Order delivered >30 mins late with up to 10 min Postmate wait at pickup

1. Provide manifest reference number and/or delivery token

2. Provide itemized receipt for basket

3. Confirm perishable items

yes

delivery fee, items (perishable items only), applicable sales tax

Order delivered >30 mins late with >10 min Postmate wait at pickup

1. Provide manifest reference number and/or delivery token

no

-

Order arrived up to 30 mins late

1. Provide manifest reference number and/or delivery token

no

-

TERMS & CONDITIONS:

Refund requests must be submitted within 48 hours of order completion. All times measured using Postmates platform data. Any scenarios not covered will be reviewed on a case by case basis. All policies subject to change.