Use this article if Online Ordering orders at your store are being canceled, or if a customer can't cancel an order themselves. It covers when customers can cancel, the Toast setup and menu issues that cause orders to cancel, what happens when cancellations pause your store, and how to get help with a canceled order.
This article covers Online Ordering orders, placed on your ordering page or DoorDash-built website. If your DoorDash orders aren't reaching Toast at all, see Why Your DoorDash Orders Are Being Blocked (Toast POS).
When Customers Can Cancel Their Own Online Ordering Order
Customers can cancel an Online Ordering order themselves only in these cases:
Pickup orders that haven't been confirmed yet. An order is confirmed once it's sent to your POS.
Delivery orders at stores that use a DoorDash tablet, before the order is confirmed.
The customer also has to cancel from the same browser they placed the order in.
To cancel, the customer opens Get Help from the order confirmation page, under Track Your Order, and selects Cancel My Order. The cancel option isn't in the order confirmation email. If the customer opens the help page from a text or email link in a different browser, they won't see the option to cancel.
If a customer can't cancel an order and asks you for a refund, email us at oosupport@doordash.com with the order ID and we'll review it.
Toast Setup That Causes Online Ordering Orders to Cancel
If your store uses Toast and Online Ordering orders are being canceled, the most common cause is missing Online Ordering by DoorDash setup in Toast. Online Ordering by DoorDash is its own integration in Toast, separate from the DoorDash Marketplace integration. When it isn't set up, Online Ordering orders can't reach your POS and are canceled.
Check that your Toast account has each of these:
Setting in Toast | What it needs |
Online Ordering by DoorDash integration | Added on the Integrations page in your Toast Portal |
Dining options (Kitchen > Dining Options) | One named Storefront - Takeout with the behavior set to Takeout, and one named Storefront - Delivery with the behavior set to Delivery |
Payment option (Payments > Other Payments) | One named Storefront, with Show on POS turned off |
Revenue center (Front of House > Revenue Center) | One named Storefront |
Use these names exactly. The integration matches Online Ordering orders to your dining options by name.
These settings live in Toast, so make the changes in your Toast account. For step-by-step instructions, see Toast's guide, Get Started With Online Ordering by DoorDash, or contact Toast support.
Menu Changes in Your POS That Cause Online Ordering Orders to Cancel
Your POS can reject an Online Ordering order when the order doesn't match your current POS menu. This often happens after menu changes in your POS, for example:
A modifier group was changed and no longer belongs to the item it was ordered with.
An item was deleted and re-created in your POS.
A menu group was unpublished.
A required modifier selection changed.
When your POS rejects an order, the order is canceled.
To fix it:
Make and publish your menu changes in your POS.
Email us at oosupport@doordash.com and let us know your changes are published.
We'll refresh your Online Ordering menu so it matches your POS.
A Disconnected or Old POS Integration
Online Ordering orders are also canceled when they can't reach your POS because the integration isn't connected. This can happen if your POS integration was disconnected, or if you switched POS and your old POS is still connected to your DoorDash account.
If you've changed POS, or think your integration has disconnected, email us at oosupport@doordash.com. We can check the connection and remove an old POS from your account.
When Online Ordering Cancellations Pause Your Store
If your store uses a POS integration, DoorDash can temporarily pause your store when orders fail to reach your POS. Avoidable cancellations can also pause your store. While your store is paused, customers can't place new orders.
To see when your store was paused and why, see How to Access Your DoorDash Store Status History. For how to reopen your store and prevent future pauses, see DoorDash's How to Fix a Temporary Deactivation on DoorDash.
How to Get Help With a Canceled Online Ordering Order
To have us look into a canceled Online Ordering order, email us at oosupport@doordash.com and include:
Your business name and store
The order ID of each canceled order
If orders keep canceling and you can't fix the cause right away, you can ask us to turn off Online Ordering for your store, so customers can't place orders that will be canceled. To also take your Online Ordering link off Google, see How to Remove or Change DoorDash Ordering Links on Google.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com.