Wrong Order Delivered-Based Violations Explained
Wrong Order Delivered-Based Violations Explained
At DoorDash, we strive to create a platform that provides a great experience for all users. This includes the experience of clients that rely on Dashers to accurately deliver orders to the correct individuals.
When a Dasher delivers the incorrect order to their client, this is considered a “wrong order delivered” violation. This occurs when the name and/or order ID on the delivery does NOT match the client name and/or order ID reflected in the app. “Wrong order delivered” violations do not include instances where contents of the order are simply missing or incorrect.
At this time, a single instance of delivering the wrong order does not constitute grounds for deactivation. Dashers who repeatedly deliver the wrong orders to clients could lose access to the DoorDash platform, as noted in the Service Provider Platform Access Policy.
NOTE: Deactivations for wrong order delivered violations only take into account your last 100 deliveries, or your first 50 deliveries if you are a new dashers.
Frequently Asked Questions
Q: How does this work?
A: When a client receives an order and the name on the receipt and/or the order ID does not match their specific order, clients may report that they received the wrong order. In this case, the Dasher did not confirm that the order that they picked up/dropped off matched the order they were dispatched to deliver.
Clients will confirm that they received a delivery that was ordered by a different client by uploading a photo of the receipt or details of the incident to DoorDash support. Our support team will then be able to verify that the client received an order meant for a different client.
Q: Does this include missing or incorrect items?
A: No, wrong order delivered violations do not include instances of missing or incorrect contents within the order, and merchants advise that you should never open a sealed bag. However, to avoid delivering wrong orders, you can carefully review the receipt and order information to confirm that you are picking up the correct order will help ensure that clients receive the correct order. For more pro tips on pick up and drop off, please review our Pro Tips for Dashing.
Q: How do I know if I have received a wrong order delivered contract violation?
A: If you receive a wrong order delivered contract violation, it will appear in the Ratings section of the Dasher app.
Q: Am I going to be deactivated?
A: At this time, a single contract violation for wrong order delivered does not constitute grounds for deactivation. However, multiple wrong order delivered violations could lead to deactivation.
Q: I was deactivated for delivering the wrong order. How can I appeal?
A: If you are deactivated based on wrong order delivered violations, your deactivation email will include details regarding how you can appeal. Please note that you may not appeal via contacting Dasher Support, but rather only by the link in the email.
Q: What if I believe this contract violation was a mistake?
A: You can provide additional details if you have a contract violation for delivering a wrong order showing up in your Dasher app. Navigate to the Rating tab, and click on the Contract Violations section. Click on the wrong order delivered delivery and then click Provide Additional Details. You will be able to give more details about the delivery. Please note, your feedback will only be reviewed if 1) you are deactivated from the platform for multiple wrong order delivered violations and 2) you appeal the deactivation. Deactivations for wrong order delivered violations only takes into account your last 100 deliveries, or your first 50 deliveries if you are a new dasher.
Q: Will wrong order delivered contract violations impact my Dasher pay?
A: No. Violations will not impact earnings in any way.
Q: Do wrong order delivered violations impact my consumer ratings, status as Top Dasher, ability to receive Drive orders, or my ability to use any Dasher app features?
A: No, none of these are affected by wrong order delivered contract violations. These violations will not impact your ratings, Top Dasher status, or drive orders. And you will keep access to app features such as Fast Pay, scheduling, and Dash Now (when available), as normal.
Q: How can I avoid wrong order delivered violations?
A: Dashers can take extra care when picking up and dropping off orders that the name and/or order ID match exactly with the client and order information in the app. This can be particularly helpful when completing a batched order where there are multiple clients.
