Here you will find quick answers to your DoorDash Inquires
What is the process for reporting errors? What is the support process for reporting support issues, especially when we have a ping fail error?
If you receive any support related tickets for DDD, for the following list:
- Driver (Dasher) is 15+ minutes late
- Driver (Dasher) took the wrong food or forgot items
- Customer calls & cancels
- Customer never received their order
- Change delivery address (this may be from the client or from the end user from the client - please direct the client or end user’s client to call 1-855-599-7066 or email drive-support@doordash.com).
For any issues or support related inquiries we have internally at Smooth, we are to send all support related inquiries to drive-support@doordash.com.
What is DDD standard delivery radius?
The standard is typically whatever Google maps shows as a drive time 10-12 minutes. This is typically 3.5kms in the downtown Toronto area and about 8 kms outside the downtown core.
If we need to make edits or revisions to the form you provided, what is the process for this? Do we need to fill out a new form each time?
Yes. A new form is required each and every time you need to make changes or revisions to new and/or existing accounts.
Do I need to fill out a Doordash form for each of my locations if it is a franchisee set-up?
No, there is no need to do this. Only one form should be filled out and this will be the form that for the restaurant name should have the business name, for example: Jane’s Burgers and for the legal business name should have legal business name information Jane’s Burgers Inc.
How do I get billed for Doordash deliveries?
At the end of each month Doordash sends an invoice to the restaurant with charges for each delivery along with how much is owed for tips since tips for all delivery orders go directly to the couriers.
What happens if the delivery courier arrives earlier than the time needed for the preparation of the order? For example, the food prep time is set for 20 minutes and the courier arrives in 15 minutes.
This is entirely up to the restaurant and courier to decide upon. Sometimes couriers may choose to leave in which case you may have to contact Doordash support. Also, if it becomes a regular problem that couriers are arriving earlier than the provided prep time, you may also want to reach out to Doordash support.
How do I track my delivery order as a customer?
On your emailed receipt, you can click on the button “track your order” and from there you can track your order. More importantly, when the delivery driver actually picks up your order from the restaurant, you should get a text notification from Doordash regarding the delivery.
As a restaurant, what are some best practices for delivery with Doordash?
- Only tap “ready for delivery” when the order is ready to be picked up by the courier
- Ensure that all the contents of the order are well packaged and checked for accuracy
- Once the courier arrives, ask them to provide you with the details of the delivery (order number, customer’s name, etc). to verify that the correct courier is picking up the order
What happens if there are discrepancies between the amount charged for delivery orders vs. what was actually delivered?
If this is the case, please reach out to Doordash Support.
How do I track the driver for the delivery on the tablet?
After 5 seconds of the order coming in on the tablet, the order will move to orders in progress and this is when you are able to track the courier on the order with their information.
What do I do when the order is ready for pickup by the courier?
On the tablet, simply mark the order as “Ready for Pickup” as this will update the user’s order status card letting them know that their order is out for delivery.
Can I track the order progress on the tablet even after the courier has left with the order for delivery?
Yes, after the order has been marked as “Ready for Pickup”, the order will automatically move into the past order section after 30 minutes in which case, you can continue to track the courier and order up until the order has been delivered.
Why are Doordash deliveries on auto-accept and what are the implications of changing the order logic from auto-accept to manual accept/reject?
With Doordash delivery orders, your orders will always be automatically accepted because this is how the integration with Doordash currently operates; however if you do want to change the order logic to a manual accept/reject an order, although possible, it is not recommended. With manual accept/reject orders that means when you reject the order, it will not let Doordash know that you have rejected the order and the courier will still show up at the restaurant. Also, the delay timer on the tablet will also not function since it will not alert the courier the order has been delayed.