Shopper Ratings Disputes
Shopping Ratings are designed to reflect how you shop — not one-off issues that are outside your control.
That’s why we’ve added Shopping Ratings Disputes, a new way to review select customer-reported item issues when something doesn’t look right. It’s built for rare cases, so your ratings better reflect the work you do.
WHAT DISPUTES ARE — AND HOW TO USE THEM
Note: Shopper Ratings Disputes are only available in select markets as of 2/23/26.
Many customer-reported issues that are outside your control are already excluded automatically and won’t impact your ratings — like when an item is refunded because it’s out of stock, DoorDash suspects customer fraud, or a customer pre-approves a substitution they later don’t want.
Disputes are for some situations that may need your context. When a customer flags an item, you can review what the reported issue was and take action if something doesn’t look right.
Disputes currently apply to:
Substitution issues
Items with quality issues
Items that were wrong or missing
To dispute an issue:
Go to the Shopping Ratings page in your Dasher app
Review flagged items from recent shops
Tap Dispute issue, choose a reason, and add context
Check back within 1 business day for the decision
Frequently Ask Questions
Q: What types of Shopping ratings can I dispute?
A: You can dispute Poor Food Quality, Missing & Incorrect Items, Bad Substitutions, Original Items Found and Total Items Found.
Q: What shopping orders are eligible for disputes?
A: Shopping Ratings are based on your most recent 40 Shop & Deliver orders (on a rolling basis). You can dispute eligible customer-reported item issues from orders within that window for up to 30 days after the issue appears in your Shopping Ratings.
Q: What happens if my dispute is declined?
A: You’ll see the outcome of your dispute in the Ratings tab. The item issue will continue to be reflected in your Shopping Ratings until that order rolls out of your most recent 40 Shop & Deliver orders.
Q: Can I raise another dispute for the same item if mine was declined?
A: No, we only allow one dispute per item. Dispute decisions are final.
Q: When will I receive an answer about my dispute?
A: Disputes are typically answered within one business day, and you’ll see updates directly in your Ratings tab.
Q: How do I know if my dispute was rejected or accepted?
A: The status of your dispute (in review, accepted, or rejected) is visible in the Shopper Ratings page under the specific item that is being disputed.
Q: Can I dispute multiple items from the same order?
A: Yes. Disputes are submitted per item. If multiple items from the same order were flagged, each can be reviewed individually.
Q: Will submitting a dispute hurt my ratings?
A: No. Submitting a dispute does not negatively impact your Shopping Ratings. If a dispute is approved, the issue will be excluded. If it’s declined, the issue will remain unchanged until the order rolls off from your most recent 40.
