DoorDash Drive On-Demand Frequently Asked Questions
What is DoorDash Drive On-Demand?
DoorDash Drive On-Demand lets you offer customers delivery through your own app, website, or other ordering channel.
You pay a flat fee per order, and a Dasher will deliver directly to your customers. You can either automate deliveries through your middleware provider or the Merchant Portal.
What is the Merchant Portal?
The Merchant Portal is where DoorDash merchants manage orders, users, account settings, and DoorDash products like Drive.
The Merchant Portal allows merchants to:
Access their DoorDash account securely
Manage deliveries and orders in one place
Update menu items and prices
Update user access and admin controls
View business reporting and KPIs
Use DoorDash tools without switching between platforms
Overall, it replaces older portals and provides a single, consistent experience for managing DoorDash operations.
How do I sign up for DoorDash Drive On-Demand?
To sign up for Drive On-Demand:
Contact your DoorDash Account Manager
Work with your Online Ordering provider
Fill out the sign up form
How does Drive On-Demand fulfill customer orders?
When a customer places an order that's fulfilled by DoorDash Drive On-Demand, the process works as follows:
Order placed: A customer places an order on your website, app, or other ordering channel
Order confirmed: Order details are sent to the DoorDash Drive system
Drive dispatch: A Dasher is assigned and routed to your store
Pickup updates: Dasher arrival updates are shared so you can prepare the order
Order handoff: The Dasher picks up the order from your store
Delivery updates: Customers can receive delivery status updates via text
Delivery confirmation: Delivery is confirmed and customers can rate the delivery
Billing: Completed deliveries appear on your monthly invoice
Can customers track Drive On-Demand deliveries?
Yes, customers can track Drive On-Demand deliveries and receive delivery status updates once an order is in progress.
How far can Drive On-Demand deliver?
Your delivery radius is dynamic, meaning it can change based on factors like demand, availability, and your partnership plan.
How does my delivery radius work?
A delivery radius determines which customers are eligible for delivery based on distance and expected travel time from your location. These limits help reduce late deliveries and improve reliability across markets.
For Drive On-Demand, the delivery radius is automatically set by DoorDash to support timely deliveries and reliable fulfillment. Delivery radius availability and limits may vary by market and are subject to DoorDash operational requirements.
What affects my delivery radius?
Your Drive On-Demand delivery radius may be influenced by several factors, including:
Partnership plan: Merchants on the Basic plan typically reach customers nearby. Plus and Premier plans provide a larger delivery radius, helping your store reach more customers.
Demand and Dasher availability: Delivery areas may expand or contract depending on order volume and the availability of Dashers in your area.
Operational factors: Store hours, preparation times, and other operational considerations can also impact delivery coverage.
Why does DoorDash manage delivery radius?
Managing delivery radius centrally allows DoorDash to balance delivery distance, Dasher availability, and timing expectations.
This approach helps:
Reduce delivery issues
Support consistent service levels
Improve the experience for customers and merchants
Can I change my delivery radius?
Delivery radius settings for Drive On-Demand are managed by DoorDash and can't be adjusted directly by merchants.
If you have questions about your delivery radius or believe a change may be needed:
Contact your Account Manager
Contact Drive-On Demand Support
Can I request a refund for a delivery?
Yes, you can request a refund for eligible Drive On-Demand orders and approved refunds are applied to your next invoice. Contact Drive-On Demand Support to request a refund. If approved, the time it takes to receive your refund varies:
Instant refunds: Some requests are approved immediately. You'll see a confirmation message, and the refund will be applied to your invoice for the current period.
Refunds requiring review: If additional information is needed, you'll be prompted to create a support case. Our support team typically responds within 24 hours.
How do I add or manage additional stores on my Drive account?
If you use Drive On-Demand through an integration with an online ordering platform, you need to call your online ordering provider to add or manage additional stores.
If you are currently manually entering orders into the Drive On-Demand portal, contact Drive-On Demand Support with the following information:
Your Drive Business ID
The email you are using to login to the Drive Portal
Details for the additional stores you would like to onboard.
Make sure to download and attach the completed template and specify in the email that you already have a Drive On-Demand account and would like to add additional stores.
How do I pay for Drive On-Demand?
For merchants who use Drive On-Demand through an online ordering platform integration, you can pay your invoice by:
Debit or credit
ACH
Wire transfer
Check
For merchants who don't use Drive On-Demand with an online ordering platform integration, you can pay for deliveries by adding a credit card to your account or requesting a monthly invoice.
Can Drive On-Demand charges be taken out of my DoorDash Marketplace earnings?
No, all Drive On-Demand charges are charged via a monthly invoice. The previous model, known as payment withholding, is no longer available.
All invoices are sent at the end of the month, within five days of the start of the new month.
How will I know if there's an API outage?
We'll notify you by email if an API outage affects your store.
Not every outage impacts DoorDash Drive. Each email clearly states which surface is affected (for example, APIs Developer Portal or DoorDash's website).
How do I subscribe to outage notifications?
To receive API outage alerts by email:
You can subscribe to API status updates here
Enter the email address where you want to receive alerts
Tap Subscribe via Email to confirm your subscription
We recommend using an email address that's regularly monitored by your operations team. For further information and assistance, contact Merchant Support.
How can I contact support?
You can Merchant Support for help with delivery issues, billing questions, or refunds related to a Drive order.
Non-live order issues: Contact Drive-On Demand Support
Live order issues:
US (English and Spanish): 855-222-8111
Canada: 647-957-7219
Canada: (Français): 855-643-8439
Australia: 1-800-958-316
Drive integration: Visit the Developer Portal or submit a Drive Integrations Support Form
To learn about Drive On-Demand Invoicing, click here.
