Postmates Customer Care: The Complete, Up‑to‑Date Guide

Where Postmates Support Lives Today

Postmates was founded in 2011 and was acquired by Uber in 2020 (deal closed on December 1, 2020). Since 2021, customer care for Postmates orders in the United States has been handled through Uber’s support infrastructure. That means most issue resolution now occurs via the Uber Eats app or help.uber.com, even if you originally placed the order using the Postmates brand.

Practically, this consolidation benefits you: tickets are tied to your order ID, agents can see courier GPS traces and itemization, and refunds (credits or card reversals) are processed on a unified payments system. If your Postmates app redirects you or does not show a Help tab, open the Uber Eats app with the same phone number/email, or use help.uber.com and choose the Delivery option. Merchants and couriers (formerly “Fleet”) should use merchant.uber.com and the Uber Driver app, respectively, for fastest responses.

The Fastest Ways to Reach Customer Care

The single quickest route for consumers is in‑app support tied to the specific order. Open the order from your Orders history, tap Help, and select the closest reason (for example: Missing items, Incorrect charge, or Issue with courier). This attaches all relevant context—timestamps, restaurant, map route, and payment method—so the agent doesn’t have to ask you to repeat details, and most cases resolve in under 24 hours.

If you cannot access the app, go to help.uber.com on any browser, sign in, and select Delivery to file a ticket. That page also shows past conversations and allows you to reopen a case if something was missed. For merchants, Uber Eats Manager (merchant.uber.com) includes a Support section with live chat or request‑a‑callback options—this is typically faster than email and is staffed 24/7. For safety‑critical issues, use the in‑app Emergency or Safety tools; these routes are prioritized over standard billing questions.

• In‑app (consumer): Uber Eats app > Orders > Select order > Help > Choose issue. If using the Postmates app, follow its Help prompt; it routes to the same backend.
• Web: help.uber.com > Sign in > Delivery (Eats) > Report a problem with an order or Account & Payment options.
• Merchants: merchant.uber.com > Support (or restaurants.uber.com if you use Uber Eats Manager legacy). Use live chat or request a callback for menu, tablet, or payout issues.
• Couriers: Uber Driver app > Help > Trip issues and adjustments (for delivery pay/cancellations) or Account and app issues (for login, deactivation, documents).
• Safety: In‑app Safety Toolkit > Report a safety issue or Emergency (automatically shares trip details). Non‑emergency safety follow‑up is available 24/7.

Fixing Common Order Problems and Getting Refunds

Missing or incorrect items: Open the specific order, tap Help, and choose Missing or incorrect items. Select the exact items, add brief notes (e.g., “Ordered 2 tacos, received 1”), and attach a clear photo if you have one. File the report as soon as you notice the issue—ideally within 48 hours and no later than 7 days—so the agent can verify with the merchant. Most adjustments are issued as Uber Cash credits instantly; more complex cases may take up to 24–48 hours to review.

Wrong charges or duplicate fees: Start with Review my fare or charges under the order’s Help menu. Distinguish between authorization holds and final charges—banks often show a temporary hold (which can be higher due to tips or item edits) that falls off in 3–7 business days. If a refund to your original payment method is approved, most banks post it in 3–10 business days. Credits to Uber Cash are typically immediate and visible in Wallet within minutes.

Long delays or undelivered orders: For orders delayed beyond the ETA or marked delivered but not received, use Help > Order never arrived or Order arrived late. Provide building access notes and a photo of your door/entrance if relevant. Late‑delivery compensation and no‑show resolutions vary by scenario (weather, store closures, courier substitution), but filing within the same day yields the fastest outcome and the clearest GPS validation.

Account, Login, and Subscription (Postmates Unlimited → Uber One)

Login and verification: If you’re locked out, use the “Forgot password” flow on the Uber or Uber Eats app and verify via SMS or email. For number changes, go to account.uber.com > Security to update your phone or enable 2‑step verification. If you suspect your account was compromised, change your password immediately, revoke old devices, and contact support under Account and Payment > I think my account was hacked to freeze suspicious activity.

Subscription migration: Postmates Unlimited members were transitioned to Uber One starting in late 2021. Your billing, renewal date, and benefits (delivery fee discounts, eligible promos) now live under Uber Eats app > Account > Uber One. If you cancel, the membership remains active until the listed renewal date; you’ll see that date in the Uber One page alongside the plan type (monthly or annual). Refunds for accidental renewals are not guaranteed and are reviewed case‑by‑case—request them promptly, ideally within 24–48 hours of the charge.

Receipts and tax documentation: Find order receipts under Orders > Select order > View receipt. For annual summaries, use riders.uber.com or the Wallet/Transactions section in the app to export. Subscriptions will show as a separate line item with the charge date, last four digits of the card, and invoice ID, which you can reference when contacting support.

For Couriers and Merchants

Couriers (formerly Postmates Fleet): Use the Uber Driver app for all delivery issues. For pay adjustments (e.g., waiting time, bad drop‑off pins), go to Help > Trip issues and adjustments > Select delivery. Upload photos/screenshots of the offer card or drop‑off instructions and include timestamps. Most pay reviews settle within 3–5 days. For deactivation or background check holds, use Help > Account and app > I can’t go online. Safety incidents should be reported immediately using the in‑app Safety toolkit; a specialist follows up 24/7.

Merchants: Uber Eats Manager (merchant.uber.com) provides real‑time order monitoring, menu editing, and payout reports. For tablet outages or POS integration problems, use Support within the portal to start a chat or request a callback; response times are typically under 15 minutes, and urgent order‑flow issues are prioritized. Payout discrepancies can be investigated fastest when you include the order UUID, store ID, banking last four digits, and the exact payout date shown in your dashboard.

Device, menu, and fee changes: Menu updates propagate within minutes but may take up to 24 hours across all customer surfaces. Delivery radius changes and fee adjustments require a logged request in the portal with your desired parameters (e.g., delivery fee tiers by km/mi). Keep operating hours accurate—mismatches are a top driver of cancellations and customer complaints, and they can impact ratings and temporary de‑listing.

How to Escalate Effectively

If a ticket stalls, reply to the same thread rather than opening a new one—this preserves history. After 72 hours without resolution, reopen the case at help.uber.com > Past issues and request escalation, citing the original case number. Be concise and include only verifiable facts (order ID, times, photos, transaction amounts). For recurring problems tied to a specific store or address, mention 2–3 example order IDs; pattern recognition helps teams take corrective action faster.

For data, privacy, or identity concerns, visit privacy.uber.com to submit access, correction, or deletion requests under applicable laws (e.g., CCPA, GDPR). For terms and regional policies, see uber.com/legal; community and content guidelines are at uber.com/communityguidelines. These links are the authoritative sources support teams reference for decisions on refunds, ratings, and account actions.

• Always include: order ID (format often shows as UE– or PM–), order date/time and timezone, items affected with quantities, clear photos, and the exact amount you believe is incorrect.
• Add context that agents can verify: building access notes, courier messages, receipt images, bank posting dates, and any case numbers from prior contacts.
• Set a result goal: credit vs. refund to card, menu correction, fee explanation, or account update—stating this upfront reduces back‑and‑forth and speeds resolution.