SafeChat
SafeChat+
Overview
We’ll screen chat communications between Dashers and customers for any offensive language, and give Dashers the option to report an issue or unassign the delivery.
How it works:
During or after an unsafe chat interaction, tap Report customer
You’ll see the option to report the interaction to our Safety Team and contact Support if you need to unassign from the order
DoorDash will also send a message to the customer asking them to stop using offensive language
Frequently Asked Questions:
Q: What happens if I receive chat messages from consumers that make me feel unsafe?
A: If possible, verbal abuse or offensive language is detected in chat, you may receive a message giving you the option to unassign from your current order.
You will also receive a push notification message saying you can safely unassign.
Tapping on the in-chat message or push notification will show your options:
Unassign from an order (if you have not picked up the order).
Cancel an order (if you already picked up the order).
Dismiss: Complete the delivery.
NOTE: In the case of an emergency, you can always contact 911 or click the Shield icon in the top right corner to get safety agent and/or 911 Emergency help.
Q: What happens if I unassign or cancel an order?
A: If you ever feel unsafe and want to unassign or cancel your order:
The amount of your payment will be displayed.
Your current chat and order will be closed.
You will start receiving new orders to accept or decline.
The consumer will no longer be able to contact you.
You will not receive orders made through the DoorDash app from the consumer in the future.
Q: Will this affect my Dasher ratings?
A: No. Your choice to unassign from or cancel an order using this feature will never impact your Dasher ratings.
Q: What do I do with my order if I unassign or cancel it?
A: Depending on the order type, you will see information about what you can do under the section “What about the order?
Q: What happens after I submit a report?
A: You will not be matched again with the consumer on future orders through the DoorDash app. The safety team will conduct a review regarding the reported conduct so that appropriate action may be taken, including the potential removal of the consumer’s access to the platform.
Q: What’s considered “offensive language”?
A: We ask that people using DoorDash treat each other with respect. Offensive language includes any comments that could be considered inappropriate, hurtful, insulting, or abusive in any language.
Q: Will a customer know that I reported them?
A: No, the identity of a reporting party remains anonymous. All reports made to DoorDash’s Safety and Support teams are private.
Q: Will the customer be penalized for being reported?
A: We take appropriate actions based on each report. Each incident report is taken seriously and reviewed to determine if a customer violated our terms and conditions. Customers who violate our terms and conditions may be removed from our platform.
Q: Does reporting a customer affect my Dasher rating?
A: No. Reporting a customer does not affect your rating.
Q: I saw something about DoorDash ending the chat early because of inappropriate contact after I completed the delivery. What happened?
A: If we detect abusive or inappropriate content in chat after a delivery has been made, we may block the message from being sent to you. Rest assured, our team investigates these instances and takes the proper action against the offender, even if you do not see the message.
