If you experience issues with a DoorDash Drive delivery (e.g., delays, undelivered orders, or damaged items), please follow the guidelines below to request support or a refund. Contact Support (Directly managed by DoorDash) For immediate assistance, please contact DoorDash Drive support directly.
Phone: (855) 222-8111 (Recommended for fastest service)
Email: drive-support@doordash.com
Required Info: You must provide the DoorDash Delivery Order # and the specific reason for the refund request.
Refund Policy Overview
DoorDash At Fault (Eligible for Refund) DoorDash covers 15% - 100% of the order value depending on the severity of the issue:
Never Delivered / Cancelled: No Dasher assigned, system outage, or Dasher failed to complete the delivery.
Damaged Items: Order spilled, crushed, or tampered with during transit.
Delivery Delays: Dasher arrives 15+ minutes late after pickup. (Refund percentage increases with delay time; 100% refund if >60 mins late) .
Missing Items (Dasher Loss): Merchant provided the full order, but the Dasher lost an item during transit.
Merchant or Customer At Fault (No Refund) DoorDash does not provide refunds (0%) for the following scenarios:
Merchant Issues: Preparation delays causing late delivery, missing items (forgot to pack), or food quality complaints (e.g., taste, temperature, foreign objects).
Customer Issues: Incorrect address or phone number provided, or customer was unreachable upon arrival.
Detailed Reference Document
For a complete breakdown of refund percentages, specific time thresholds, and detailed responsibility definitions, please refer to the full refund matrix below:
View: DoorDash Drive Detailed Refund Matrix (Note: This is the same reference document provided during your service onboarding.)
Important Notes
14-Day Policy: All refund requests must be submitted within 14 days of the order date. Requests made after this window cannot be processed.
Reimbursement Process: Once DoorDash approves a refund, it will be processed by Chowbus. You will see the credit applied to your account in the following monthly billing cycle.