3rd Party Delivery Services FAQ
This is a paid delivery service by these providers. You can see the quote before you send orders to them.
What are the fees for using 3rd party delivery services?
Besides our usual per transaction usage fees, there are two kinds of fees for using 3rd party services on Shipday.
- 3rd Party Delivery service fees: The actual service fees from the 3rd party service providers. These are subject to changes.
DoorDash : Starting at $6.49 for the first 5 miles, and then additional $1 per mile up to 10 miles.
Uber: Starting at $6.49 up to 5 miles and $8.99 for 5-8 miles and $11.49 for 8-10 miles.
- Transaction fees on 3rd party delivery services: We charge 3% transaction fees for all 3rd party payment. For example, if you use $100 worth of 3rd party services, we will charge your credit card $103. It’s automatically charged on weekly basis.
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 (855) 222-8111. 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 (866) 987-3750. Order information, such as the API Delivery Token Order and Order Number, are available in the delivery notes.
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 can contact the service provider to request more information on when the courier will arrive and/or request a re-dispatch.
Uber: Call +1 (866) 987-3750
DoorDash: Call +1 (855) 222-8111
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 +1 (866) 987-3750. Order information, such as the API Delivery Token Order and Order Number, are available in the delivery notes.
DoorDash: Call +1 (855) 222-8111. 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.
Can I have restricted items like alcohol, tobacco and CBD delivered with 3rd party delivery services?
No. We don’t currently support age verification for On-Demand Delivery.
How can I get a refund from 3rd party service providers?
You can file an appeal with the delivery service providers below, or call them.
Uber: Appeal form or uberdirect@uber.com
DoorDash: Email merchant-drive-support@doordash.com
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 support@shipday.com in the CC so that we can review your case and provide an appropriate response.
Step 2: Submit the refund confirmation to Shipday to process payment
Once you successfully submit an Appeal with DoorDash and Uber, please forward it to support@shipday.com
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