Unhealthy Store Operations Quality Rates
Why do healthy store operations matter?
Healthy store operations help ensure that:
Customers can order from you when your store is open
Orders are prepared accurately and on time
Dashers can complete deliveries without delays or errors
Strong operations benefit your business, too. Stores with consistent performance are more likely to see better customer retention, fewer error charges, and sustained order volume.
What are unhealthy and healthy operations rate thresholds?
Below 20%
No action required
Between 20% and 50%
Risk of reduced visibility and order volume
50% or higher
Risk of permanent deactivation
How is my rate calculated?
DoorDash calculates your Operations Quality rate based on the total percentage of avoidable cancellations and missing or incorrect items. Here's an example of a store's progress report, outlining their operations rate:
50% unhealthy store operations rate
The percentage of DoorDash orders with avoidable cancellations or missing or incorrect items.
5% avoidable cancellations
Orders cancelled due to store-related issues (for example, store closed, item out of stock, order not confirmed). Goal: under 1.1%
15% missing or incorrect items
Orders with missing sides, incorrect ingredients, or wrong items. Goal: under 1%
What does this mean for my store?
DoorDash will contact you when your store reaches an unhealthy operations rate (20%+). Once you receive an initial notice:
After two weeks
If your unhealthy operations rate is still 20% or higher, DoorDash may temporarily stop promoting your store on the homepage.
Customers can still search for your store, and you can continue accepting orders
After 30 days
If your rate reaches 50% or higher, your store will be permanently deactivated, and you will no longer be able to accept new DoorDash orders
DoorDash continues to monitor store performance on a rolling basis and will send updates by email.
Will I be notified before my store is deactivated?
Yes. If your unhealthy store operations rate increases due to issues within your store's control, DoorDash will notify you before taking action.
You'll receive warning emails if more than 20% of your store's orders in the past 28 days were either:
Avoidably cancelled, or
Missing or incorrect
If a deactivation is triggered, merchants will receive:
An email with the reason and time of deactivation
A red full-screen notification on the DoorDash tablet (if applicable)
How do I track my progress?
You can view your store's performance metrics at any time in the Merchant Portal.
Log in to the Merchant Portal
Tap on Insights and then Operations Quality
How can I improve my Operations Quality rate to avoid deactivation?
Reduce avoidable cancellations
Keep store hours up to date, including holidays and special closures
Mark items out of stock as soon as they're unavailable
Adjust prep times or kitchen status so Dashers receive accurate pickup timing
Reduce missing or incorrect items
Confirm your menu reflects current offerings and ingredients
Check off items as you bag orders using an expeditor ticket
Write the customer's name on each bag
Ensure menu descriptions are accurate
How do I request reactivation?
If you believe your store was deactivated in error, contact Merchant Support to request a review.
