Immediate Action: Reporting the Missing Order
When a delivery is marked as complete but the food never arrives, the first step is using the DoorDash customer application or website interface. This action is time-sensitive, as a prompt report allows the platform to collect the most accurate data from the delivery window. Locate the specific order in your order history to begin the complaint process.
After selecting the missing order, navigate to the “Help” or “Missing Order” option, typically found adjacent to the order details. The system will prompt you to select the issue, such as “Order was not delivered.” This registers the complaint within DoorDash’s system, triggering the investigation phase.
Submitting this report initiates the platform’s protocol for addressing discrepancies between the Dasher’s completion status and the customer’s experience. Providing a brief, factual description, such as “Driver marked delivered but food is not present at the specified location,” helps clarify the claim. This in-app reporting mechanism is the required first step and the fastest way to alert the company to the problem.
Understanding DoorDash’s Investigation Process
Once the in-app report is submitted, DoorDash initiates an internal review to verify the circumstances of the missing delivery. This process relies on automated data collection, including reviewing the Dasher’s real-time GPS location and route history. The system checks if the driver’s device was physically present at the specified drop-off coordinates when the delivery was marked complete.
The investigation also involves assessing any photographic evidence submitted by the Dasher upon completion of the order. If a photo was required, the platform analyzes the image to determine if it depicts the food at the customer’s location. In cases where the data is ambiguous, a support agent may attempt to contact the Dasher directly for clarification regarding the final drop-off.
DoorDash uses this data to quickly determine whether the claim is valid under their policy guidelines.
Securing Your Resolution: Refunds and Redeliveries
After the investigation confirms the failure to deliver, DoorDash’s customer protection policy dictates the available resolution options. Customers are generally offered a full refund for the cost of the food and any associated fees, which is typically processed back to the original form of payment used for the transaction. The specific timeline for seeing the funds reflected in a bank or credit card account can range from five to ten business days, depending on the financial institution.
Alternatively, the platform may offer the customer DoorDash credit, which can be immediately applied to a future order. This credit option provides instant value, allowing the user to place a replacement order without waiting for the bank processing time. Customers are usually given the choice between the monetary refund and the platform credit, allowing them to select the option that best suits their immediate need.
Redelivery is another potential resolution, though it is often subject to limitations and is not always guaranteed. A redelivery requires a new Dasher to be assigned and the restaurant to prepare the order again, which can significantly increase the total wait time. Some restaurants may not be able to immediately remake the meal, or a lack of available Dashers may make the full refund or credit a more practical resolution.
Alternative Support Channels (If the App Fails)
While the in-app reporting system is the primary way to resolve delivery issues, escalation paths exist if the automated process fails. If a refund is incorrectly denied, the process stalls, or the app interface proves difficult to navigate, customers can utilize the dedicated customer support phone number. Speaking directly with a representative allows for a manual review of the case details and provides an opportunity to explain the situation clearly.
The live chat feature, accessible through the “Help” section, offers a real-time text-based alternative for communication with a support agent. This method is often faster than waiting for a response via email and provides a written transcript of the conversation for future reference. These direct communication channels are suitable for follow-up inquiries when a resolution timeline has been exceeded or if the initial automated decision seems incorrect.
Some customers also find success by reaching out to DoorDash through public social media channels, such as their official Twitter or X support account. While not an official complaints channel, submitting a brief, professional inquiry there can sometimes lead to a quicker response from a customer service representative tasked with public relations. These alternative methods should be used strategically when the primary in-app system fails to provide a resolution within a reasonable timeframe, typically 48 to 72 hours.
Preventing Future Delivery Issues
Minimizing the chance of a missing order involves taking proactive steps. Providing clear and specific delivery instructions is one of the most effective preventative measures. Detailed descriptions of the residence, including distinct landmarks, specific gate codes, or instructions regarding complex apartment building access, significantly reduce the chance of driver confusion.
For high-value orders, selecting the “Hand it to me” option instead of “Leave at door” ensures direct transfer and confirmation of the food. While this requires the customer to be available, it removes ambiguity regarding the drop-off location. Tracking the Dasher’s progress closely on the map allows the customer to be ready for arrival and potentially intercept the driver if they appear to be heading to the wrong location.
Requesting confirmation of a valid drop-off photo is another helpful layer of security, especially for deliveries left at the door. This visual proof documents the exact location of the meal upon completion, making it difficult for a Dasher to claim a successful delivery without evidence. If a Dasher is consistently delivering to the wrong location, providing an accurate, low rating on the delivery experience can signal to the platform that a driver requires additional review.
When to Involve Your Bank or Credit Card Company
Initiating a chargeback should be considered only as a last resort after exhausting all direct communication channels with DoorDash. This action is appropriate only if the company has explicitly refused a refund or credit, despite clear evidence of non-delivery, or if an agreed-upon refund has failed to process after an unreasonable amount of time. Customers must first be able to demonstrate that they have diligently followed the in-app reporting, utilized alternative support channels, and still received no satisfactory resolution.
Initiating a chargeback reverses the transaction through the bank or credit card company, which may result in DoorDash temporarily or permanently suspending the customer’s account. The platform views a chargeback as a dispute of the entire transaction, bypassing their internal resolution system. Therefore, this measure should be reserved for situations where the customer has exhausted all internal remedies and is prepared for the potential consequence of losing access to the service.