Preguntas frecuentes sobre la adquisición de Postmates

Onboarding

I WANT TO SIGN UP WITH UBER EATS / POSTMATES TODAY

If your location is not already available on both apps, you will hear from us within the next 90 days on next steps to onboard.

AM I REQUIRED TO SIGN UP FOR AN UBER EATS ACCOUNT?

No, you are not required to go through the signup process. However, as Postmates and Uber Eats integrate fully over time, you may no longer be able to access your Postmates account, so we highly encourage you to sign up.

WHEN & HOW WILL YOU REACH OUT TO ME TO ONBOARD?

We are currently in the process of transferring your account details from Postmates. On the week your account is expected to be ready for login on Uber Eats, you will receive an email from us. We will be reaching out to you over email. Look for an email from restaurants@uber.com and welcome@ubereats.com.

CAN I SELL THE SAME ITEMS ON POSTMATES AS UBER EATS?

We are working to enable new product areas on Uber Eats as quickly as possible and will share more info soon. These categories include, but are not limited to Retail, Beauty Products, Pharmacy and others. We hope to enable these new products soon.

LOGIN

HOW DO I LOGIN TO MY UBER EATS TABLET?

Log in with the credentials you set (in the email from welcome@ubereats.com with the subject line “Finish signing up”).

If you have issues logging in or have not received a tablet, reach out to support.

DO I NEED A PIN TO ACCESS THE UBER EATS PLATFORM?

For Uber Eats Manager: You can login to your Uber Eats Manager account without a PIN using the username you used to sign up for your Uber Eats/Postmates account or another email address associated with your Uber Eats Manage account.

For Uber Eats Orders: You can find the Uber Eats Orders email address and reset the password by using Uber Eats Manager.

WHAT ARE MY UBER EATS LOGIN CREDENTIALS?

Log in with the credentials you set (in the email from welcome@ubereats.com with the subject line “Finish signing up”).

MENU

HOW DO I BUILD AND EDIT MY OWN MENU?

The menus across both apps should appear identical. If you need to adjust your menu, you can do it for both in Uber Eats Menu Maker and it will show on both apps live.

WHY ARE THERE ITEMS MISSING FROM MY MENUS (TOBACCO, HEALTHCARE PRODUCTS, CBD, MARIJUANA, PROHIBITED FOODS)?

Some items may be missing from your menu because they did not meet our platform standards on eligible items that stores are allowed to sell on Uber Eats. Some items are prohibited across all of the US on the Uber Eats platform. You can learn more about prohibited items by visiting this article.

Our current restrictions are generally across regulated products that includes, but are not limited to CBD, marijuana, tobacco, over the counter medication, healthcare products, vitamins, supplements, lottery tickets, prohibited foods and unpasteurized dairy.

If you’re wondering why an alcoholic item is missing from your menu:

  • Item does not comply with our US price maximum or minimum thresholds for specific items
  • Item does not have the necessary information to comply with our menu policies (Volume, Category, ABV%)

If you believe that one or more of your missing items does not fall into these categories, please reach out to Uber Eats support and we’d be more than happy to look into this.

HOW DO I ADD PHOTOS?

You can submit your own photos, see here for more details.

AM I REQUIRED TO SIGN UP FOR AN UBER EATS ACCOUNT?

No, you are not required to go through the sign up process. However, as Postmates and Uber Eats integrate fully over time, you may no longer be able to access your Postmates account, so we highly encourage you to sign up.

Tablet

WHICH TABLET SHOULD I USE?

By May 2021, we’ll move to one tablet for your combined operations. All orders for Postmates and Uber Eats will be consolidated and appear on your Uber Eats tablet. We’ll notify you when this occurs. You can learn more here.

General Questions:

WILL MY POSTMATES ACCOUNT BE DELETED?

Nothing is changing at this time, but we strongly recommend joining Uber Eats as the integration process may impact your ability to deliver through Postmates over time. We will be in touch with details about any Postmates account changes in the near future.

WILL I HAVE THE SAME DELIVERY RADIUS AS I DID ON POSTMATES?

Delivery zones are dynamic and determined by an algorithm that accounts for factors like cuisine type, customer retention, location, distance to the customer, and expected total delivery time, as well as weather issues.

Delivery zones are calculated with the goal of optimizing both the store and customer experience. It ensures that customers receive their order quickly and in good condition, which we’ve found encourages repeat orders for stores! The primary objective is to help our store partners maintain high food quality and reliable, speedy delivery to their customers.

HOW DO I UPDATE MY BANK ACCOUNT INFORMATION?

On April 19, Uber Eats migrated all existing bank account information over for any accounts that were not updated prior.

I HAD AN ACCOUNT MANAGER WITH POSTMATES. DO I STILL HAVE THE ACCOUNT MANAGER?

Yes, if you have an Account Manager with Postmates, you will continue working with them. If this changes in the future, we will be sure to communicate that to you.

I’M ALREADY AN UBER EATS STORE, WHAT DOES THIS CHANGE FOR ME?

Nothing will change about your experience on the Uber Eats app.

I’M ALREADY A POSTMATES STORE, WHAT DOES THIS CHANGE FOR ME?

If you don’t have an Uber Eats account you should have received an email outlining steps on how to sign up. Search your email from welcome@ubereats.com with the subject line “Finish signing up”.

I WAS IN THE PROCESS OF SIGNING UP FOR POSTMATES, WHAT NOW?

Please continue to sign up for your account on Postmates. We’ll reach out to you about signing up for Uber Eats at a later date.

I WAS IN THE PROCESS OF SIGNING UP FOR UBER EATS, WHAT NOW?

Please continue to sign up for your account on Uber Eats. There are currently no changes to the onboarding experience for Uber Eats stores.

CAN YOU TELL ME ABOUT UBER’S POS INTEGRATION?

While you continue enjoying the benefits of Postmates, we’re making it easy for you to reach even more new customers by adding an Uber Eats POS integration today. We’ll soon transition to one POS integration to manage your orders and menus across both Postmates and Uber Eats platforms. Get started by logging in to Uber Eats Orders now. You’ll be able to manage your business for Postmates and Uber Eats using the Uber Eats Manager portal. Please note, orders and menus (if supported by your POS) will continue to be automated through the POS integration. You can learn more here.

WHAT WILL HAPPEN TO MY POSTMATES TABLET STORE COMMISSION RATES POST MIGRATION?

If you/your brand are new to Uber Eats, the current agreed-upon fee(s) in your Postmates agreement will apply to your Uber Eats activity; if Uber Eats has an existing agreement in place (i.e. franchised or multi-location brand), the terms of the Uber Eats agreement will apply to your location(s).

WHERE IS MY SALES TAX?

Not receiving a portion of your sales taxes may be normal, as Uber Eats operates a little differently from Postmates. While the sales taxes of Postmates’ orders goes straight to you, in certain states, Uber Eats is required to remit state-administered sales and food and beverage taxes on your orders directly to the state - so you won’t need to send it to the state yourself.

Please see https://restaurants.ubereats.com/us/en/marketplace-facilitator/ for more information.

To view taxes collected on sales of your products on the Uber Eats platform, as well as the amount of taxes retained by Uber Eats to remit directly to the applicable taxing authorities, please review the Weekly Payment Statement sent to your inbox. You can also view it by logging into Uber Eats Manager.

HOW WILL ORDER ISSUE/ORDER ERROR ADJUSTMENTS WORK ON UBER EATS?

Order error adjustments are adjustments we make to your payments to account for the rare occasions when an order isn’t correct. When item(s) are missing in an order or the order/item(s) are incorrect, we may refund customers on your behalf and then make adjustments from your pay.

Customers may be refunded and you may be responsible for covering those costs for the reasons below:

  • Missing items: the customer didn’t receive an item, or part of an item–Example: the customer ordered 1x Salad but did not receive the Salad, or the customer ordered 1x Burger Combo with French Fries + Soda, but did not receive the French Fries in the combo meal
  • Incorrect items: the customer received an item but the item, or part of the item, was not as ordered–Example: the customer ordered 1x Chocolate Milkshake but received a Vanilla Milkshake, or the customer ordered 1x Large French Fries but received a Small French Fries
  • Incorrect orders: the customer received an entire order that was incorrect (unless the delivery person was given multiple orders at once or delivers in more than half the expected time)–Example: the customer ordered 1x Cheese Pizza and 1x Salad, but received a Pepperoni Pizza and a Sandwich
  • Undelivered orders: the customer did not receive their entire order (only when using your own delivery staff)

Please see, Managing refunds for missing or incorrect orders, for more details.

For more questions on Uber Direct and delivery-as-a-service, see Uber Direct FAQs for Postmates Stores

How will I identify if an order is coming from the Postmates app vs the Uber Eats app?

Orders will have a tag for “Postmates” or “Uber” next to them when they show up on the Uber Eats Orders app (where you manage orders). If the store is a POS integrated partner, they may or may not see this identifier based on their integrator. For stores directly integrated with Uber Eats (e.g., TGI Friday’s), they can build to this public API field to then see the brand field on their orders on their POS screens. However, stores integrated through a POS Partner (e.g., Olo, NCR) require the POS Partner to update its integrations to accommodate the change for the store.

How do I run promotions on both apps? Is it different?

Uber Eats and Postmates apps will both display any promotion you create using Uber Eats Manager tooling. Offers will display in both apps.

When will Postmates courier vs Uber Eats couriers come to pick up my orders?

Uber Eats & Postmates couriers will be combined, so stores will experience them both picking up orders from either platform! This will optimize store delivery time and maximize the operational benefit from the combination of our two platforms.

Limited Access Program FAQs:

I AM SEEING A DECREASE IN ORDER VOLUME FROM POSTMATES

Postmates has been acquired by Uber and we are migrating consumers to the Uber Eats app. As this progresses you should expect additional reduction in volume. The migration is expected to conclude around mid year.

Some locations on Postmates without a formal agreement have been migrated to Uber Eats and you may begin to see orders come in from Uber Eats. If you were not migrated and would like to be on Uber Eats, you can sign up here.

OUR STORE IS LISTED ON POSTMATES BUT IS NOT LISTED ON UBER EATS. WILL WE BE ADDED?

No, if you are not already listed on Uber Eats you will need to sign an agreement to be listed. You can sign up here.

I AM A NEW STORE AND WANT TO BE LISTED ON POSTMATES WITHOUT A FORMAL AGREEMENT, IS THAT POSSIBLE?

No, we’ve sunset adding new places to Postmates as we are migrating consumers to Uber Eats. If you’d like to be listed on Uber Eats you will need to sign an agreement to be listed here.

MY LOCATION WAS LISTED ON UBER EATS WITHOUT MY CONSENT, HOW DO I GET IT REMOVED?

Locations can request removal here.

I WOULD LIKE TO PROVIDE CONSENT, BUT NOT FORM A PARTNERSHIP WITH UBER EATS.

Great - Please fill out the form here and indicate that you would like to be listed. Filling out this form is not a guarantee that you will be listed on the Uber Eats platform.

I RECEIVED A MAILER / EMAIL STATING THAT I HAD PREVIOUSLY BEEN PROVIDED CONSENT FOR MY LISTING WITH POSTMATES AND THAT NOW APPLIES TO UBER EATS, DO I NEED TO DO ANYTHING ELSE?

No, this is to inform you that your previous consent carries over to Uber Eats. If you would like to pursue partnership you can do so here, or if you would like to be removed, you can do so here.