Refund after failed Square Delivery (uber/postmate)?

[TXMike]

Business:  BBQ Restaurant, recently added Square Online Ordering for Pickup and Delivery
Site:  Square Online Ordering using Square Delivery Vendors (Uber/Postmates)

Issue:  Customer placed online order for delivery. 

           Order was picked up by driver. 

           Order not delivered, driver not responding to customer.
           Customer contacts us, we contact the uber/postmate helpline listed in the order notes.

           Uber/Postmates helpline can't reach driver either...  agrees a refund is appropriate

           Since we used the Square Delivery option Square has to issue refund to us for food picked up.

           We issue full refund to customer to keep them happy.

            45 minutes on the phone with square support and I am no where near close to getting actual help in getting our refund to the restaurant.

WHY is square support SO BAD?

What am I doing wrong here?  This can not be that hard to understand.  It is a $175 order I refunded so I want our money back.

I turned off delivery as an option now as clearly this is a broken process.

Any advice?

Thanks!

[TXMike]

Update:

After about 90 minutes on the phone I was provided some information.

Bottom line is you do have to still submit a request to Uber to get a refund.  I have very low confidence that this is going to flow correctly, but perhaps I am just tired after 90 minutes on the phone.

Here is the email the Square support person sent in case it helps someone else.

I am not sure delivery is worth all of this headache... We'll see.

===========

Hi Michael,

This is Ira from Square Online Support, thanks so much for reaching us out today, it was a pleasure to assist you!
 

If your customer has contacted you and reported that their On-Demand Delivery order never arrived, you can start resolving the issue by following up with the service provider.

• Uber/Postmates: Call [Redacted] or email [email protected]. Be sure to have your Delivery Token or Uber ID available to share with the receiving agent.
• DoorDash: Email [email protected] (48 hour response time) for appealing a refund decision, discussing additional refunds, or providing feedback on a Dasher. Be sure to state that it’s a DoorDash Drive Delivery, and provide the Store Name, Customer Name, and Delivery ID.

Learn more about who to contact for concerns in the On-Demand Delivery FAQ.

Best regards,

Ira A
Square Online & Weebly Customer Success
Square Online Hours of Operations: 6am - 6pm PST
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