Postmates Integration: Delivery area confusion?

[AngelCakes]

Hi all - I was glad to see Square integrate Postmates into the online store, that's great! I had previously be scheduling postmates couriers manually through the link: https://square.postmates.com/

However, I have had several customers try to use my online store only to have the store tell them their address is out of the delivery area. But then I go and manually put their address in at https://square.postmates.com/ and it IS in the postmates delivery area. 

This creates confusion as customers go to my store and think they can't get delivery, and only if they email me directly are they able to get delivery. I'm sure this is resulting in lost sales as new customers can't figure out how to get delivery. 

Any idea on why the delivery area through the integration and through the manual link https://square.postmates.com/ are different? Or should i just go back to only doing manual entry (more work for me)? 

[Valentina]

Hi there @AngelCakes - really sorry to hear about the bumpy start with this integration.

Have you had a chance to reach out to Postmates yet to see if they have any insight into this? Because the delivery area is determined by Postmates, they'll be best able to clarify what you're seeing here. I hope this helps, and that they're able to straighten this out with you!

[AngelCakes]

The only way to reach postmates is to send an email, and no response. It's really disappointing that Square doesn't facilitate issues with their partners more. 

[Valentina]

Have you reached out to our Support team yet, @AngelCakes? They can connect you with our eCommerce team, who may have a bit of insight into the integration itself. I hope they're able to point you in the right direction when you get in touch with them!

[AngelCakes]

I'll try that!

[AngelCakes]

I just heard back from Postmates support and they responded "you are not a postmates partner." That's right, i'm a Square customer, not a Postmates partner. It appears that their support staff is unaware of the integration with Square. 

[AshleyK]

@AngelCakes I'm so sorry to hear that. It sounds like there may have been some confusion on Postmate's side. Can you try emailing [email protected] to see if they can assist you? If not, please let us know and we will do our best to help. Thank you!

[AngelCakes]

They just replied and said I should talk to Square support since I am not a postmates partner. No response from Square support so far. 

[AngelCakes]

Oh, and now square support responded and said i should contact Postmates. 

[AshleyK]

@AngelCakes it's likely that Square Support asked for a case number and some information regarding the Postmates case. I would encourage you to respond to them and let them know what you told me. They will be able to work with you from there.

[AngelCakes]

Hi - I did, and they responded this morning: 

Hi Jen,

Thank you for your patience, I our Engineer team was able to take a look and in this will be a problem that need to be taking care on Postmates end. I know that going back and forth may be frustrating but you will need to reach out to them again and explain them what is happening. 

Please make sure to let them know you have an account with them and the problem you are experiencing. 

I wish there was more I could do for you on this, but feel free to reach me back with any other questions you might have.

Mario
Square Customer Success

[AngelCakes]

Considering postmates say they can't help, i don't know what to do.

[Valentina]

I'm sorry to hear it's been difficult to get in touch with the right Postmates folks, @AngelCakes.

Could you please confirm whether you were able to reach out to the Postmates team using the specific email address provided by @AshleyK? ( [email protected] ) Initially, I provided you with the generic write-in form, so I want to make sure you've reached out directly as well.

Thanks in advance!

[AngelCakes]

Yes, no reply yet

[Wendyamiller77]

Hello - we are having the same issue.  It is clearly an integration issue between square and postmates.  Square says we don't have to sign up with postmates that they will be dispatched when the order is ready.  And then when I put in sample addresses, no one is in the delivery area.  The whole point of using the square integration is not to sign up for postmates so we won't have to pay their fees.  Please test this new feature and help your Square customers out.  We were anxious to dump UberEats and use this..