Cancelling Orders on Your DoorDash Tablet

What if I am unable to fulfill an item?

When an item is unavailable, you can make order-level adjustments directly from your tablet:

1. Open Live Orders and select the order

2. Choose one of the following options:

   • Mark out of stock: Runs until end of day, for four hours, or indefinitely

   • Replace item: Use when a suitable replacement is available

   • Refund item: Refund for items you can't provide

   • Add charge: Up to $5 for special requests; only available if special requests are enabled

3. Tap Confirm Order to apply the update

How do I contact a customer or Dasher from my DoorDash Tablet?

Merchants can contact customers or Dashers during an active order or after pickup. This is done using live chat or via phone, depending on the situation.

Chatting with a customer

Only merchants can initiate customer live chats. This allows merchants to clarify special requests or offer item replacements directly in the tablet:

1. Open Live Orders and select the order

2. Tap the Chat icon from either Order Details or the Out of Stock flow

3. Type your message and tap Send

4. When the customer replies, you'll see a notification or yellow badge on the order ticket

5. Tap the notification or the Reply button to re-open the chat window

Calling a customer

1. Open Live Orders (for active orders) or Order History (for past orders)

2. Select the order

3. Tap the phone icon next to the customer's or Dasher's name

4. Enter your store phone number

Your phone number will be masked, and the caller ID will appear as DoorDash.