Customer pickup instructions tell a customer what to do when they arrive at your store to collect a pickup order, and they appear on the customer's order status page. Use this article to find the setting in the Merchant Portal, write your instructions within the 250-character limit, and tell customer pickup instructions apart from the separate Dasher pickup instructions on the same page.
Where to Find Customer Pickup Instructions
Customer pickup instructions are part of your store's account settings in the Merchant Portal.
In the Merchant Portal, click Settings in the left sidebar.
Click Account settings in the Settings menu. Clicking Settings opens the Store availability page first. Account settings is the third item in the Settings menu, below Store availability and Manage users.
Scroll to the Customer pickup instructions section.
Until you add any, this section reads "You haven't provided any customer pickup instructions. Adding them can help customers pick up orders faster."
Customer Pickup Instructions Are Not Dasher Pickup Instructions
Your account settings page has two separate pickup instruction settings, and they reach different people:
Customer pickup instructions go to customers collecting their own pickup orders. They appear on the customer's order status page.
Dasher pickup instructions go to Dashers collecting delivery orders. The section describes them as instructions "to help them navigate your store and improve the order delivery experience."
Dasher pickup instructions sits above Customer pickup instructions on the page and has its own Edit buttons, so check which section you are in before you start typing. Dasher pickup instructions is also split into Default instructions and Dynamic instructions, and you must add default instructions before you can add dynamic ones.
This article covers customer pickup instructions only.
Adding or Updating Your Customer Pickup Instructions
In the Customer pickup instructions section, click Edit.
The Customer pickup instructions window opens with one field, Pickup instructions.Enter your pickup instructions in the Pickup instructions field.
Click Save.
Note: Save stays greyed out until you enter some text. The counter below the field tracks your instructions against a 250-character limit.
To change your instructions later, return to the same Customer pickup instructions section and click Edit again.
What to Write in Your Customer Pickup Instructions
Describe how a customer collects their order once they arrive — where to go, who to speak to, and what to show. DoorDash suggests this wording as a starting point:
Once you arrive, skip the line and show the staff your order details. This helps them find your order and double check your items.
Keep your instructions within 250 characters.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com.