I've been delivering food for years through various platforms, and the industry has really grown. With that growth, I have noticed that the amount of thieves has also grown. What thieves? I am talking about customers that have their food delivered and then contact the the food delivery company and claim that they never received their food. It happens on every platform. I don't care if we are talking about Postmates, Uber Eats, Doordash or Grub Hub, there are bad apples in every company.
Postmates drivers need to protect themselves
It's sad, but true. Yes! All Postmates drivers need to protect themselves from any false claims that a customer may make about not receiving their food when the Fleet driver did indeed deliver the food. When Postmates, or any other platform receives a claim like this from a customer, they have no choice but to believe that the customer is telling the truth. Unfortunately, half the time the customer is lying just to wiggle out of paying for their food, and they'll usually get a full refund. It's really a low-life move, but when these thieves get away with it they think they have the system all figured out.
Should a Postmates driver go back and approach a customer that claims their food wasn't delivered?
Standing up for yourself is always a good thing, but there are times when we have to go against or normal right and wrong instinct. If Postmates contact you and tells you that a customer has said that their food wasn't delivered, but you know 100 percent that you delivered their food, it's best to remain calm. It's natural to get at least a little bit angry when you know that somebody is lying on you. Especially when they are telling a lie that can get you in trouble with your job; which in this case is being a Postmates driver.
A Postmates Fleet driver should never go back and approach a customer. There have been cases in the past when delivery drivers have went back and approached a lying customer with no resolution. The only outcome that usually happens from all of this is that the deliver driver gets disabled from the platform that they are working through. Basically, the drivers have lost their jobs for returning to the customer. It's just not worth it.
What should a Postmates driver do to prevent false non-delivery claims?
The burden of proof is in the hands of the Postmates Fleet driver. In other words, if Postmates were to receive a non-delivery claim against you, it would be your word against the customer's word, and Postmates will most likely refund the customer and mark the non-delivery in your records. For this not to happen, you will want to make sure that you can prove to Postmates that you made the delivery.
The tool to protect yourself is simply pictures. Yes, you will protect yourself by taking pics of the food at your delivery point. You are not going to want to use the regular camera on your cell phone. Instead, you are going to want to use a camera that has a time stamp on it. This will show that you actually delivered the customer's order exactly where you were supposed to deliver it to and not some random place. This is all the proof that you will need to prove that you made the delivery.
If Postmates ever contacts you and tells you that a customer made a claim against you for not delivering their food, you'll never have to worry about anything. All you have to do is tell Postmates that you have a pic that shows the exact time and location that you delivered the food. After sending this pic in to Postmates, you will have proven that the food was delivered and no negative action will be taken against you.
With so many customers making false claims of non-deliveries, this is the perfect and probably the only true protection that you can have. The timestamp camera that I use can be found here. Each picture will always show the date, time and address of where the pic is taken. Don't take any chances! Protect yourself!
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