Item has run out/is unavailable
Item has run out/is unavailable
If an item has run out or is unavailable, you can easily report this within the pickup screen in your Dasher app by following the next steps:
Click on the 3 dots next to the item name on the pickup screen within the Dasher app.
Here you can choose one of two options:
The item has been substituted
The item is unavailable
A notification will be automatically sent to the customer and if there is no substitution, the customer will receive a refund. Additionally, the merchant’s menu is updated to show that the item is currently unavailable so no other customers will have this experience.
Another course of action you can take is to contact the customer directly. You should ask if there is an item of the same value that they would like to replace the unavailable item with and then communicate that to the merchant to be prepared.
However, if the customer prefers to substitute with an item of a different value or just wants the price of the unavailable item refunded, then let the customer know they can reach out to DoorDash Support to modify the order. The customer can start a chat with an agent by going to the order tracker page in the mobile app or website, selecting Help in the upper right-hand corner of the tracker, and pressing Make adjustments to this order.
If a customer or restaurant asks you to modify the order in any way (add or remove items, deliver later, etc.), please request that they contact DoorDash Support and do not make any changes to the order on their behalf. Otherwise, we will not be able to track the appropriate charges. Once they contact Support to modify, you will see the order update in-app.
