DoorDash Troubleshooting
General Guidelines:
Appfront acts as a mediator between customers and third-party providers. In most cases (98%), the issue lies with the third-party provider and should be addressed directly with them.
Urgent Issues:
If a dasher is late, takes the wrong order, or if a customer requests to cancel the order, call 855-599-7066.
Non-Urgent Issues:
For complaints, refund requests, billing issues, or other non-urgent matters, email drive-support@doordash.com.
CC support@appfront.ai in all communications.
Information Required for Escalation:
Include the following details in your email or when calling:
Business name
Business address
Owner Name
Customer name/phone number
Delivery ID (most important!)
How to Find the Delivery ID
Locate the Delivery ID in the Appfront Activity Log.
Steps to Add Delivery Error Text Notifications:
Log in to the Appfront portal and navigate to Configure > Locations.
Select the location where you want to enable delivery error notifications.
Scroll to the bottom of the page to find the ORDER PARAMETERS section.
In the 0. field, enter:
deliveryErrorSMSRecipientsIn the Value field, add the phone numbers of the recipients, separated by commas. Ensure each phone number includes the area code (e.g.,
1for USA).
Example:
1234567890,1987654321
These recipients will now receive text messages in case of delivery issues.
Tracking an Order in the Portal
Before escalating to the third-party provider, you can check an order's live status directly in Appfront:
Find the order by the customer's phone number or by location.
Open the order — a panel on the right shows the order items and delivery details, including the current status.
If the order shows as Delivered, you'll see a tracking link (the same one texted to the customer) with live updates and an option to contact the driver.
The Delivery ID needed for escalations (see above) is also shown here, along with a log of delivery events synced from the provider.
You can cancel an order from this panel if needed.
Postmates Troubleshooting
Appfront acts as a mediator between customers and third parties. However, most issues (98%) occur on the third-party provider's side and must be addressed directly.
For Urgent Issues:
For time-sensitive problems such as late delivery, wrong order, or customer cancellation requests, please call 866-750-6466.
For Other Issues:
For complaints, refund requests, or non-urgent matters (e.g., rude dasher, billing issues):
Email api-live@postmates.com
Include the following details in your email:
Business name
Business address
Owner Name
Customer name/phone number
Delivery ID (most important!)
How to Find the Delivery ID
Locate the Delivery ID in the Appfront Activity Log.
