Reimbursement requests

Sometimes you may need to request a reimbursement for a delivery for which you used your own funds. We know that sometimes circumstances are out of your control, and we highly recommend contacting Live Order Support if you are having issues paying with your Postmates Prepaid Card at the pick-up. You can do this by tapping "View Pickup Info" and then the "Support" button.

If you need to request a reimbursement, contact the Help Center and choose "Requesting Reimbursement" under "How can we help?" Choose from the reasons below as to why you are requesting this reimbursement.

Please note that reimbursement requests can only be asked for within 48 hours of a delivery. 

Reasons for requesting a reimbursement:

  • Accidentally used personal card
  • Forgot Postmates Prepaid Card
  • Forgot to request funds
    • You can request funds in the app through the "Support" function
  • Lost Postmates Prepaid Card
    • You can order a new card here
  • Merchant didn't accept Postmates Prepaid Card
    • Make sure that the order hasn't already been paid for—if it's a prepaid delivery, you won't have to swipe your card
    • Don't upload the receipt until you've paid as your card will defund once you determine that the pickup has been completed
  • Paid cash
    • If this is a cash-only merchant, make sure you let us know the merchant name
  • Picked up additional items
    • Customers are at no time allowed to add additional items to an order
    • Make sure that the order is correct when you receive it from the merchant
  • Postmates Prepaid Card declined
    • Make sure that the order hasn't already been paid for—if it's a prepaid delivery, you won't have to swipe your card
    • Don't upload the receipt until you've paid as your card will defund once the app determines that the pickup has been completed
    • You can request additional funds in the app through the "Support" function
  • Receipt uploaded too early
    • Your Postmates Prepaid Card will defund if you upload your receipt too early—make sure that the order has been paid for before you state that the pickup is complete
    • This will also ensure that your wait time is calculated correctly

For all of the reasons, please provide:

  • Date of the delivery
  • Merchant
  • Pictures showing your use of a personal card or cash
  • Information about why you used your personal card