Uber and DoorDash Appeal Process

If your products have not being returned after a failed delivery, we can submit an appeal within 24 hours of the event on your store's behalf.

This feature is available with all subscription plans:

Standard
Pro
Expert

Required Information

Please provide detailed information about the events that occurred when handing off the order to the driver, along with any information you can gather from the customer to confirm that the order was not successfully delivered.

Let us know:

Was there an issue with the driver?
Were the products not returned to the store?
Was there another type of issue that contributed to the delivery problem?

Identifying The Order

Include the City Hive order number and Delivery ID to assist the service team in identifying the driver and other key order details. This information can be found in the Activity Log at the bottom of the order page by clicking 'Show More' under Delivery_service-update and searching for the ID.

Uber ID Example:

DoorDash ID Example:

The tracking URL can also be found in the Activity Log once a driver is assigned to the order, allowing you to view any updates - Screenshot 2025-01-14 at 18.34.21

Driver Protocol Guidelines:

All drivers are required to scan the ID of the person who placed the order to track delivery activity. The only exceptions to this are when the courier faces app or camera issues, in which case they must manually input the date of birth shown on the ID.

The person receiving the alcohol must match the photo on the ID, and the name in the Driver app must match the name on the customer’s ID, without exception.

If the service confirms the courier completed the handoff and the customer claims they didn't receive the product or it wasn’t returned, reimbursements will only be considered if the customer provides supporting physical evidence. The support team will deny claims without this proof.

Submit A Ticket

Send this information to our team using the "Need help with this order" link on the full order page of the delivery that was not successful.

We will then submit this information to the service in charge. If your appeal is approved, the refund will be reflected on your invoice within 60-90 days after confirmation. Appeals can take up to two weeks to process, so once submitted, please allow some time, and we will keep you informed with any updates.