Square partnership with Nash stinks

[dmoeller]

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.