How to Handle Unclaimed Orders
What happens if a Dasher doesn't pick up an order?
This order falls under the Merchant Order Remade policy and can be refunded.
Merchants are eligible for refund when all of the following conditions are met:
The original delivery was completed within the past seven days
The order was confirmed in the Merchant Portal, Business Manager App, or DoorDash Tablet
The Dasher arrived at the store more than 20 minutes after the estimated order ready time
The order was placed for delivery, not pickup
The order contained perishable items only (not bottled or canned items, or alcoholic beverages)
If any of these conditions aren't met, the remade order is not eligible for a refund.
What happens if a customer doesn't pick up an order?
No action is needed on your part, the customer cannot claim a refund.
How can I contact support?
Contact Merchant Support if you need additional assistance.
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