- Missing items in DoorDash orders can result from restaurant errors, wrong delivery addresses, driver mistakes, or system issues.
- DoorDash is responsible for resolving issues with missing items and typically issues refunds for them.
- Report missing items through the DoorDash app or LiveChat for a potential refund.
- DoorDash generally offers refunds for missing items, processed within a few hours and reflected in 5-7 days.
- Is DoorDash Responsible for Missing Items?
- What Happens When You Report Missing Items on DoorDash?
- How to Contact DoorDash About a Missing Item
- What Not to Do If You Have a Missing Item
- Help! DoorDash Won’t Refund Me
- Common Reason for DoorDash Missing Items
- Frequently Asked Questions
Is DoorDash Responsible for Missing Items?
The restaurant is responsible for preparing an order to the customer’s specifications, so the establishment usually takes the blame for a missing item.
However, since you ordered through DoorDash, it will be the food delivery service’s responsibility to make things right.
DoorDash will issue a refund to the customer on behalf of the restaurant for any mistakes made.
Notify DoorDash through the app or LiveChat as soon as you notice the mistake, and you should hear back from customer support quickly.
Brett’s Take: Thoughts From an Expert
There’s a debate over who should be responsible for missing items.
Some argue that the responsibility falls on the restaurant, especially when bags are sealed and the dasher can’t check the contents. Others believe that dashers should take some responsibility for ensuring the order is complete.
Personally, I think whoever made the mistake should be responsible. A driver shouldn’t be punished for a driver’s mistake, and a driver shouldn’t be punished for a restaurant’s mistakes.
However, at the end of the day, drivers should really check that everything has been included in the order, as they are technically the last person in contact with the order before it gets to the customer.
What Happens When You Report Missing Items on DoorDash?
When you report missing items on DoorDash, customer support typically responds within a few hours. Refunds for missing or incorrect items are common, decided on a case-by-case basis.
Refunds are issued directly to the credit card used for payment and usually processed immediately, although it may take 5-7 days to finalize. DoorDash recoups these refund costs from the restaurant involved.
Frequent complaints from a customer may lead to delivery suspension for suspected fraud. Be sure to not violate the rules and avoid these mistakes at all costs.
How to Contact DoorDash About a Missing Item
The easiest way to report your issue is to contact DoorDash customer support at 855-973-1040.
You can also resolve your issue through LiveChat or the DoorDash app.
Report a DoorDash Missing Item Using LiveChat
This feature is available for direct communication between DoorDash drivers and customers.
After receiving your order, you have the option to contact your driver up to 30 minutes post-delivery. If you notice a missing item, the driver might be able to return to the restaurant to retrieve it.
However, this is not always guaranteed, and you might need to request a refund.
Report a DoorDash Missing Item Using the DoorDash App
If you discover a missing item from your DoorDash order, you will want to report it using the DoorDash app as soon as possible.
Describe in detail what was missing from your order or what the problem was with an item that you did receive.
You should get a response from DoorDash customer support within a couple of hours.
Read More: How to contact DoorDash customer service
What Not to Do If You Have a Missing Item
When you find a missing item in your DoorDash order, you want the issue handled as quickly as possible.
Here are several steps not to take so that the refund process is as efficient as possible.
Do Not Contact Dasher Until After Order Is Complete
Your DoorDash driver cannot make changes to your order, so there is no point contacting your dasher until the restaurant completes your order.
Once your order is complete, you can contact your dasher with a request for additional napkins or condiments if they have not left the restaurant.
You can also request no-contact delivery if you did not do so when ordering.
Do Not Contact the Restaurant Directly
Once you have placed an order with DoorDash, the order is sent to the restaurant for them to prepare it.
You must request any changes or additions to your order through the DoorDash app, not by directly contacting the restaurant.
You can make changes to your order through the DoorDash app if the restaurant has not yet completed your order.
In the Orders tab, select your current order, tap “Help,” and select an option called “Make adjustments to this order.”
Do Not Add Items to Order After Order has Been Picked Up
If your DoorDash driver has already picked up your food, you will not be able to add items to your order.
If you can contact your driver before they leave the restaurant, you may be able to add items such as extra napkins or condiments.
A request for extra food items or changes to the food order will have to be done through DoorDash, but only if the order is not yet complete and the driver has not left with your initial order.
Pro Tip: If You Need Something, Contact Your Driver Before Order Delivery
If possible, reach out to your DoorDash driver before they pick up your order.
If there is a simple change to the order like extra dips or drinks, it is possible that those changes can be made, and your driver will be able to deliver your updated order the way you want it.
Help! DoorDash Won’t Refund Me
DoorDash does issue refunds for legitimate complaints, such as the following:
- You received the wrong order.
- Your order arrived late or never arrived at all.
- Your order is incorrect or missing items.
If you believe DoorDash has refused to issue a refund where one is warranted, you can contact customer support at 855-973-1040 or fill out a refund request on the DoorDash app.
Explain the details of your situation, and DoorDash will contact you to offer a resolution or explain why a refund is not forthcoming.
Common Reason for DoorDash Missing Items
Missing items in your DoorDash order can range from an entire item being absent to parts of the order, like fries from a combo, not included.
Sometimes, the issue is not a missing item, but rather receiving the wrong item.
1. DoorDash Item Is Incorrect
You might receive an item you didn’t order, or the item could be the wrong size or not meet a special request. These errors are often due to the restaurant managing many orders simultaneously.
2. DoorDash Delivered to the Wrong Address
If your whole order is missing, it’s possible the driver delivered it to the wrong address, especially if they left the food outside as requested.
Drivers may not realize this mistake, complicating the situation and affecting refund decisions.
3. DoorDash Driver Cancelled My Order
Your DoorDash driver can transfer your order to another driver, leading to a delayed delivery. Drivers can’t cancel orders but can ‘unassign’ them.
4. DoorDash Driver Ate My Food
In rare instances, a driver might consume your order. Restaurants try to prevent this by sealing takeout bags. A broken seal can indicate possible tampering.
Proving the driver ate the food, especially if an entire bag is missing, is difficult.
Frequently Asked Questions
If you still have concerns, below are the answers to some common questions from food delivery customers.
Do DoorDash Drivers Ever Steal Food?
Yes, some DoorDash drivers have been known to steal food. A survey by US Foods found that nearly 30% of delivery drivers admitted to eating parts of their orders. DoorDash has strict policies against tampering with food, and drivers suspected of such actions risk deactivation and contract termination.
What Happens If my Food Doesn’t Come from DoorDash?
If your DoorDash order doesn’t arrive, contact their customer support via the app or LiveChat. They will either remake your order or offer a refund.