Merchant Order Remade Policy

What is the policy on issuing a refund for an order remade?

We recognize that high demand or inclement weather can delay Dashers on some occasions, leading to late pickups. To ensure food quality, we understand that restaurant staff may feel the need to remake these orders. Our recommended course of action in these cases is to contact DoorDash Support before remaking the order, so that they can guide you on the best path forward. However, we understand that this is not always possible.

We may accept retroactive requests for order remade refunds, if certain conditions are met:

• The original delivery was completed within the last 7 days

• The order has been confirmed in the system

• Order timeline events such as estimated prep time, dasher store arrival time and wait time, and dasher-support interactions are indicative of a remake

• The order was placed for delivery (not pickup)

• The order was for a perishable item (i.e., not a bottled or canned item or alcoholic beverage)

If a store is found to be requesting an abnormally high volume of order remade refunds retroactively, they might be temporarily restricted from receiving further refunds.

To learn more about error charges, click here: Understanding Error Charges and Disputes