❓Delivery FAQs

Frequently Asked Questions, Lost, Damaged Packages. Vendors are responsible

Have items ready as soon as the delivery driver arrives.

Make sure to give yourself enough prep time so that items are ready to be picked up when the delivery driver arrives. Delays at pickup are much more likely to result in a late delivery.

What are the fees for using 3rd party delivery services?

Delivery is dependant on our delivery partners and automatically configured in your dashboard to cover deliveries made to third party delivery partners.

Who do I contact if the order was picked up, but my customer didn’t receive the order properly?

For any issue after the order is picked up, or with the order delivery, you can contact the service provider directly.

• DoorDash: Call 1 [phone]. Be sure to state that it’s a DoorDash Drive Delivery, and provide the Store Name, Customer Name, Customer Phone Number, and Delivery ID. ‍

• Uber: Call 1 [phone]. Order information, such as the Store ID Number and Order ID Number, are available in the customer delivery tracking.

Compensation

If you suspect your package has not been dropped off, please contact DoorDash Customer Support at [phone] or through the Help Support Button in-app. You may be subject to reimbursement for the value of your packages, up to $500 per order.

Uber may issue a credit for the replacement value of the items, up to a maximum value. However, Uber won't compensate for items that are fragile, perishable, or prohibited.

Can customers contact the courier directly?

Yes, your customers have the ability to contact the courier directly via the phone number listed on their receipt. ‍Note: Customer’s must call using the phone number they listed on their order.

How do I know when the courier will arrive?

You will receive an delivery e-mail or SMS message if you have configured notifications in your dashboard.

You can also contact the service provider to request more information on when the courier will arrive and/or request a re-dispatch. ‍Uber: Call [phone] ‍DoorDash: Call [phone]

What if the courier never came to pick up the order?

If no courier comes to pick up the order, please contact the service provider to request a re-dispatch. ‍Uber: Call [phone] between 10:30am and 11pm ET daily for help. . Order information, such as the External Order ID and External Store ID are needed. It will take 48 hours to receive a response. (E-mail us at [email protected] to obtain this information) ‍DoorDash: Call [phone]. Be sure to state that it’s a DoorDash Drive Delivery, and provide the Store Name, Customer Name, Customer Phone Number, and Delivery ID.

What happens if a courier cancels an order?

When a courier cancels an order, a new courier will be automatically dispatched. This can sometimes occur in the event that they have too many deliveries, and the order wasn’t ready for delivery when the courier arrived.

How can I get a refund from 3rd party service providers?

Step 1: Submit an appeal with the Provider

You can file an appeal with the delivery service providers below, or call them.

‍Uber: Please contact support by calling [phone] or emailing [email protected]

‍DoorDash: Email [email protected]

Note: Appeals through Uber or Doordash must be submitted within 72 hours of the Pickup Time for the order in question. While submitting your request, please make sure to keep gethelp@ssnatch in the CC so that we can review your case and provide an appropriate response.

Step 2: Submit the refund confirmation to SSNATCH to process payment Once you successfully submit an Appeal with DoorDash and Uber, please forward it to [email protected]