Poor Experience with Nash Delivery Service

[dmoeller]

The title of this thread has been edited by a Square Moderator from the original: "Square partnership with Nash stinks"

Square recently started using Nash for online deliveries,  but I would recommend against using it.   If you select "Best Available" under "What courier services do you want to use?",  it will assign it to Nash and then Nash will find the "best" delivery service for that delivery. (e.g. Doordash, Grubhub or Ubereats)    Sounds good,  but the implementation stinks.

If there is an issue with a delivery (e.g. customer says it never arrived), you have to call Nash for support.  Unfortunately Nash cannot over any useful support.   They only know if the order was marked delivered or not.   They can't contact the courier company or the driver to find out anything.   They can only request a refund.    

Their answer to every request is that "We're a software company, and not a delivery company".

They can't give you a reference number so you could call the courier company yourself.  They only have the Square reference number and that's not what the courier companies use.

Maybe their software is good,  but Square should not have them as the ONLY support contact for orders.  They can't offer support.

[Donnie-M]

@dmoeller 

I’ve run into this too, and it comes down to how on-demand delivery services are structured.
When you use the third-party integration, there is actually another layer in play. Once the order is handed off, the transaction is between the customer and the delivery service that actually took it. That is why Nash cannot directly intervene with DoorDash, Uber Eats, or similar services because they do not control those drivers.

What I have found works best is to have the buyer use the phone number printed on their receipt that says “If you have problems with this order, contact this number.” That routes them straight to the courier service that handled their delivery.

Unless you plan to do the deliveries yourself, taking responsibility for every late or missing delivery will quickly become frustrating. Most customers who use on-demand delivery understand that the restaurant does not control the driver, but it helps to set that expectation up front.

I would go one step further and add the little disclaimer if this is a problem that "Delivery is provided by a third party service.  Any issues or problems are the responsibility of the delivery service."  etc.  You see this alot now in QSR online order apps where they say, no refund if you order from the wrong location.  It is common to see the restaurant separate itself from issues that aren't within it's control.

[dmoeller]

@Donnie-M 

Thanks for your thoughtful reply.   A few notes.

I wouldn't consider this third party integration even thought it technically is.  Square doesn't market this as using third party's,  but as our own delivery service.   The customer (or us). doesn't even know who the third party delivery service is.

The number printed on the receipt is Nash's number,   and Nash can't help.   The customer (or us) don't know who to call other than Nash.

Before Square switched to using Nash, it used Doordash directly, and we could call Doordash if there was an issue.   Now we have no one to call.

If Nash and Square offer this service, than they really have to provide a way for us and the customer to contact someone if there is an issue.   Right now, all they can do is offer a refund.

Customers blame us for late and missing orders because Square markets this service as our own delivery.   Sure, it's not our fault when they mess up,  but we're the ones that lose customers and revenue.  Square really needs to provide a way for all of us to get support when there are issues.

Thanks

[dmoeller]

And......   Nash says they can request a refund,  but that's just a request.   It takes 7-30 days to get the refund,   but that doesn't refund the customer.  You still have to refund the customer through the Square Dashboard.   Nash just eventually refunds the delivery fee.   

No one pays us for the food that was prepared, but never delivered.   With regular Doordash,   they'll still pay you for the food if the driver messed up the delivery.

Nash stinks!!

[emrahulcay]

Hello everyone,

I’m reaching out because I’ve been experiencing an unresolved delivery issue through Square’s delivery system managed by Nash.

One of our delivery orders , was marked as delivered, but the customer never received it. The only proof of delivery provided was a photo taken in a random parking lot — clearly not the customer’s address.

After this happened, I contacted Nash Support, and they confirmed via email that a refund would be processed within two weeks and asked us to monitor the case. I also spoke with Square Support by phone, and they told me that Nash would issue the refund directly to my account. Unfortunately, despite following up several times, I still haven’t received the refund.

I refunded the customer in good faith. I’ve been patient and cooperative, but neither Square nor Nash has taken responsibility or provided a resolution so far.

At this point, I would truly appreciate any help or escalation from the Square team to get this resolved.
Thank you in advance for your time and understanding.

[jasperhound]

First Day with Nash + Square Integration — One Word: Shambolic

Today was our first day using Nash’s delivery integration with Square. We received three online delivery orders straight away — great start, or so I thought.

The first two orders had the same pickup time. Thirty minutes past that time, no driver had shown up, so I called Nash. While I was still on the phone, one driver finally arrived for one of the orders. The other, however, was still waiting for an Uber driver to be assigned. I was told to wait another ten minutes and call back.

Ten minutes later — still no driver with Nash blaming Uber. When I called again, I was told the order would have to be cancelled because no drivers were available. I couldn’t believe it: £35 worth of food wasted, and I had to contact the customer myself.

We ended up remaking the order and delivering it personally, but then came the confusion about whether the customer would be refunded or not — which meant I didn’t know if I should take payment again. Another call to Nash, but the person I spoke to couldn’t clarify anything about payments or refunds. We might now be out of pocket for the full order, as I didn’t recharge the customer. Incidentally, the Square terminal now shows “refund initiated” — but to whom, exactly?

To top it off, the third order was picked up 35 minutes late.
At that point, I disabled the delivery option altogether.

Totally farcical.

And this was on a Sunday — I can only imagine what a busy Friday or Saturday would look like.

Here’s a suggestion for Square/Nash:
Only accept orders when you actually have a driver available to deliver them.

[Stacelyn24]

Hey there 👋 Wow — thank you for taking the time to detail your experience. That sounds unbelievably frustrating, especially for a first day using the Nash + Square integration. Delivering food on time is such a time-sensitive part of customer experience, so when it falls apart, it impacts not only your business but also your credibility with your customers. Totally get why you’re calling the experience “farcical” — you handled it all like a champ under serious pressure.

A few things you can consider right now:

1. Contact Square Support Directly
   Since this involves a refund showing up on your Square Terminal and you’re unsure where that refund went, I would reach out to Square Support directly with the order number. That’ll help confirm if:

   • The customer was actually refunded

   • You’re still owed money

   • You need to collect payment again

2. Check Your Nash Dashboard or Email
   Nash may have sent a confirmation email or notification regarding the refund — but it can be vague. Getting a screenshot or written clarification from Nash may help if you have to dispute a missing payout later.

3. Provide Feedback on Integration Logic
   Your suggestion is right on — it’s reasonable to expect that delivery apps only accept orders when a driver is actually available. You can send this directly to Square’s product team using Dashboard > Settings > Feedback or share to Nash through their support channel if possible.

4. Temporarily Disable Delivery (Like You Did)
   That was a strong move. Sometimes pulling back until systems are reliable is the best way to protect your bottom line and keep customer trust.

[Calogerosllc]

Hi all, 

Not to beat a dead horse, but it’s becoming increasingly clear that many food businesses are being negatively impacted by Square’s use of third-party delivery services such as NASH. These services act as a middleman to a middleman, seemingly so Square can advertise “delivery available” through our online stores—while business owners absorb the risk.

This is now the fourth incident in which we’ve been forced to refund a customer because a delivery driver stole food from our business. Each time, we’ve spent hours on calls only to be given the same runaround, with responsibility passed back and forth between Nash and Square.

There is zero accountability.

This is not an operational mistake—this is theft.

We did not sign up for On-Demand Delivery to be subjected to repeated losses with no protection or recourse. Like many small businesses, we cannot simply absorb refunds and stolen product as a cost of doing business, especially when the issue originates from Square’s chosen delivery partners.

Square needs to address this immediately—whether through reimbursement, accountability measures, or a clear and reliable escalation process. If this continues unresolved, we will have no choice but to begin evaluating alternative providers and move our business elsewhere.

We expect a concrete response and solution, not another deflection. 

Can anyone shed any insight please! 

[TheRealChipA]

Hi there @Calogerosllc.. Not to minimize your problem, but your solution of "going elsewhere" is not going to help one bit.  While most gig workers are honest and just looking to make a little money, there are those that are thieves.  Eventually, they usually get what's coming to them, but there is an endless line of others like them that will step up.  Anyway, most likely the dishonest couriers have been already identified and banned from Uber and DoorDash.  Nash, being relatively new in the space, is probably having to go through that process now as the couriers that can't get gig work elsewhere are now trying their luck with Nash.

Anyway.... since you didn't mention this, I'll assume that you are not aware you can exclude courier services you don't want to use.  You WILL have to choose just one to use, but if you edit your delivery fulfillment settings, in the "What courier services do you want to use" you can pick one.  Thankfully, I don't have Nash, so I can let Square choose between Uber and DoorDash.  But, you should be able to pick either Uber or DoorDash there and eliminate the Nash problem.  Nash IS NOT Square's "chosen" partner.  They are just one of a few that offer services in your area.  You can choose to eliminate them completely and, honestly, I would do that.

Otherwise, I can't speak for Square here and their problem resolution issue.  When I was in food service (I'm in ice cream only, now), I constantly had problems with all of the services.  Some (like Uber and DoorDash) usually made sure I was made whole.  Others -- like GrubHub) were less helpful.  It got to the point I had to get off of the GrubHub platform completely.  My point here is that obviously Nash is the real problem in your case.  But that doesn't mean that Square shouldn't be more helpful in matters like these.  

[Calogerosllc]

I appreciate the insight. I did notice that option under ODD.  There is a recommended option which is what we have selected. The recommended option however does not state that NASH is the provider unlike the other two options we have to choose from, Dash or Uber/Postmate. It only says the best provider will be selected for you. 

if I select Dash as an option does the mean this will remove NASh altogether because as I understand it NASH still connects us to the 3rd party couriers or am I mistaken here? 

[TheRealChipA]

@Calogerosllc That is a question I can't answer.  That is also a question I'm very interested in finding out the answer for.  So, I'm going to tag the Square moderators here.  One of them should be able to reach out to the team and provide us with more information.

I see I was mistaken about one thing in my previous reply.  Nash doesn't provide their own drivers.  They only connect us with Uber or DoorDash drivers.  So your dishonest couriers were one of those and not Nash.  Apologies for that mistake on my part.  

@Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C. is there any recourse that Square has to insure that we aren't losing money when a delivery driver is dishonest and either doesn't deliver things, or outright steals them?  Since we are your customer, and you contracted with Nash, how do we resolve these things?  Uber/Postmates and DoorDash don't seem to want to help, and say it's you.  Your support says it is them.  That's convenient for everyone except us, eh?

[TheRealChipA]

Oh and @Calogerosllc I just learned another thing.  Toast, Clover and others like Square also use Nash.  So, jumping ship is not going to fix this, I don't think.

[Calogerosllc]

@TheRealChipA Noted thank you!

[Calogerosllc]

Would love to know the answer to this. We are just looking for what recourse options we have to protect our business and our customers. @Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C.

[_Violet]

Hello @Calogerosllc 👋 Thanks for the tag here, @TheRealChipA . My name is Violet, and I'm one of the Square Community Moderators.

Firstly, I'm sorry to hear that you and your customers have been experiencing issues with orders being delivered by Nash 😞 I understand this creates a frustrating experience on both ends, especially if you're unsure of how to resolve these issues. Here's some information I pulled from this Support Article:

Your customers have the ability to contact the courier (Nash) directly, but must do so from the phone number listed on their order. As the Seller, you can also contact the service provider for any of the following:

• To get more information on when the courier will arrive.
• To request a re-dispatch in the event that no courier arrives to pick up the order.
• To escalate a case if your customer has an issue with their delivery.
• To report an issue with a driver.
• To request a refund from the on-demand delivery service provider. Note: If an appeal with the on-demand delivery service provider is successful, the disputed amount will be credited back to your Square account within 31 days.

Nash Support Contact Information:

• Call 1 (855) 304-4514

• Email [email protected]
  
  

Regarding your feedback on your experience with Nash, I've passed this along to our Partnerships Team for their review. They will follow up with Nash directly. As for further action you can take at the moment, one of our Super Sellers, @Donnie-M, has provided some helpful suggestions in his response here.

I hope this information is helpful, but please let me know if you have any additional questions.