You as the merchant cannot contact the Postmate. However, if you have an issue with a live delivery, please reach out to our support team.
Once assigned, the Postmate can always contact the pickup location via a masked number with any questions or if he or she is unable to find the pick up location. The Postmate assigned to your order will also be able to contact the customer as they are approaching the pickup location (“pickup_imminent”).
The end-customer can contact the Postmate assigned to his or her delivery (and vice a versa) as long as drop-off has started and the delivery is still ongoing. This is made possible via a dually masked phone number which is only activated for the customer's and the Postmate’s phone number. If you, as the merchant, try to dial that number, it will not connect for you.
Once drop-off has started, the customer can locate the masked number for the courier by selecting the Help button at the bottom left of the delivery tracking link.