Use this guide to open your DoorDash GEM portal, filter for reviews that are waiting on a reply, and submit professional responses to improve customer satisfaction and your store’s online reputation.
How to Find and Reply to Pending Reviews in DoorDash GEM
Follow these steps to navigate DoorDash GEM and submit a reply to a customer review that needs a response.
Navigate to your DoorDash GEM portal and log in to reach the portal home screen.
Click "Reviews" in the navigation menu to open the Reviews section of DoorDash GEM.
Click "Needs response" to filter the list to reviews that are waiting for a reply. The number in parentheses — for example, "Needs response (298)" — shows how many reviews currently require a response. This count updates automatically as you submit replies.
Click "Reply" next to the customer review you want to respond to.
Click the "Type your reply..." field and type your response to the customer.
Click "Submit" to post your reply. Your response will be published to the customer review.
Note: To respond to additional reviews, repeat steps 4 through 6 for each review listed under "Needs response" in DoorDash GEM.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com.