Merchant Protocol FAQs
Merchant Protocol FAQs
Q: With restaurants closing their lobbies, where should I go to pick up orders?
A: Merchants have begun updating pickup protocols to help keep pickups as low-contact as possible. In order to help ensure smooth and safe pickups, merchants will provide any new pick-up instructions in the Dasher app. Please pay special attention to these notes, as they may change frequently. If a restaurant appears closed, be sure to check for a pickup window or the drive-through (if applicable).
Q: If a merchant doesn’t have pick-up instructions, what should I do?
A: If there is a wait for the order to be ready, consider coordinating with the restaurant to wait near your vehicle, instead of in the store, until it is ready to be taken to the customer.
Q: Should I check the contents of a sealed bag?
A: No. Do not open sealed bags. If you receive a sealed bag, both customers and restaurants require that you do not open the package - even to check the contents. If you want to verify the order, confirm the name and its contents with the restaurant staff.
Q: How can I report a merchant as closed?
A: If a restaurant appears closed, please check for a pick-up window or the drive-through (when applicable). If the store has neither, and it’s clear that they are closed:
Once you have arrived at the store, swipe the "Slide after arrival" banner.
On the next screen, select "?" in the upper right-hand corner of the app.
Choose the option "Store is closed".
Take a photo of the closed store.
Press "Mark store closed" once you have uploaded a store photo.
A summary will appear on the screen about their payment for this order once the store is successfully reported as "Store closed".
If you select the “Unable to take a photo” option, you can either call the store for directions or self-unassign from the order.
NOTE: By self-unassigning, the Completion Rate will be impacted.
