Use this article to issue refunds for Online Ordering pickup and delivery orders through the Merchant Portal, understand which order types are eligible, and confirm when a refund has been processed for your customer.
How to Issue a Refund in the Merchant Portal
To issue a refund for an Online Ordering order, follow these steps in the Merchant Portal:
Log in to the Merchant Portal and select the Orders tab.
Open the order you want to refund and click Issue refund.
Choose whether to refund the entire order or only specific items.
Click Confirm refund. The Merchant Portal processes the refund immediately. Your customer will receive an email notification, and the refund will appear in their account within 5–7 business days.
What Types of Orders Can I Refund?
Through the Merchant Portal, you can refund pickup orders and delivery orders placed through Online Ordering for missing or incorrect items. The following refund types are available:
The full order or individual items
A specific dollar amount
All or part of the tip
Important: Refunds cannot be issued in the following cases:
The requested refund amount exceeds the total amount the customer paid
The order was placed through the DoorDash Marketplace (app or website) — Marketplace order refunds are handled directly by DoorDash, not through the Merchant Portal
How Long Do I Have to Request a Refund?
Refund requests for Online Ordering orders must be submitted within 7 days of the order being placed to qualify for self-serve refund processing in the Merchant Portal. Once a refund is issued, your customer is required to receive the funds within 7 days.
Can I Issue More Than One Refund Per Order?
No. The Merchant Portal allows only one self-serve refund per Online Ordering order. If an additional refund is needed for the same order, contact Merchant Support for assistance.
How Do I Confirm a Refund Was Issued?
To confirm that a refund was successfully processed, open the Order Details panel in the Merchant Portal. When a refund has been issued, the following will appear:
A Refunded to Customer tag on the order
The exact refunded amount displayed in the order breakdown
Note: You do not need to calculate taxes manually. The Merchant Portal automatically adjusts the tax amount based on the refunded items or dollar amount.
How Do I Track Refunded Amounts?
To review refunded totals for Online Ordering orders in the Merchant Portal, follow these steps:
Log in to the Merchant Portal.
Select Orders, then All Orders.
Go to Order History and review the Error Charges/Customer Refund ID column.
Need More Help?
If you have additional questions please reach out to the Online Ordering support team at oosupport@doordash.com.