Customer management

Communication

Postmates, Inc. does not send any comms (SMS, email, etc.) to your end customer. We let you own the end customer interaction as you see fit. While an order is live, masked phone communication will be possible directly between the assigned Postmate/courier and the end customer only via the phone number provided for the end customer in the delivery request. See our developer documentation for more details.


Order Tracking

Postmates provides an unbranded version of our marketplace order tracking link as soon as a request is accepted. Please review our developer documentation for details on how this tracking link is passed. You will need to then pass this to brands in order for them to surface this link to their end-customers.

Tipping

All tips are passed through automatically to the Postmate. 100% of tips go to the Postmate, on top of the fixed delivery payout and any applicable bonuses.

Tips can be added via either the Partner Dashboard or systematically, via webhooks, once dropoff is complete. For systematic tipping, aggregators are responsible for passing tip information from the brand to Postmates using the following request structure:

 

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