How to Communicate with Dashers as a Merchant

How do I set Dasher pickup instructions?

Clear pickup instructions help Dashers find your store quickly and avoid delays. To set up pickup instructions:

1. Log in to the Merchant Portal

2. Select Settings from the left navigation

3. Click Account Settings

4. Scroll to Dasher Pickup Instructions

5. Next to Default Instructions, select Edit

Choose how Dashers should pick up orders

When editing instructions, you can select from several options for when a Dasher enters your store, including:

• Store walk-ins

• Pickup window or entrance

• Curbside pickup

• Drive-thru

• Other

After selecting an option, you can add more detail, including:

• Tips for parking

• Instructions for inside your store

• Additional notes

You can also add dynamic instructions, which appear only for active orders and temporarily override your default instructions.

How do I know when a Dasher is arriving?

When a Dasher is about five minutes away, your DoorDash Tablet alerts your staff so you can prepare for pickup.

Here's what to expect:

• A full-screen yellow alert appears on the tablet

• You'll hear a chime that's different from the new order sound

• Inside the order, you'll see a countdown showing how many minutes away the Dasher is

If a new order arrives at the same time as a Dasher, the tablet prioritizes the new order alert sound.

How do I turn off the Dasher arrival alert?

If you don't want to receive the five-minute arrival notification, you can turn it off at any time:

1. On your DoorDash Tablet, tap Settings

2. Scroll to Alert when Dasher is arriving

3. Turn the toggle to Off

How can I rate a Dasher in on the DoorDash Tablet?

Providing feedback helps recognize great Dashers and address issues when they arise. To leave feedback on a past or live delivery:

1. Once an order has been completed, you will be prompted to rate your Dasher on your DoorDash Tablet

2. Choose one of the following:

   • Good

   • Needs Improvement

   • Block Dasher

If you select Needs Improvement, you can:

• Mark specific issues under Dasher issues (for example, unprofessional behavior)

• Leave comments with additional details

If an issue is severe, you can also select Do not offer this Dasher future deliveries from this location.

If needed, you can also select Block Dasher, choose a reason, and leave a comment. Keep in mind that blocking a Dasher reduces the overall pool of Dashers available to your store. Use this option only in serious situations.

How can I rate a Dasher in the Merchant Portal?

1. Go to Orders and select the History tab

2. Select the completed delivery

3. Click on Rate dasher

How can I improve the Dasher pickup experience?

Improving the pickup experience helps reduce wait times and order issues. Here are practical ways to streamline Dasher pickups:

• Designate a clear pickup area: Use signage and warming equipment to keep orders organized and fresh

• Ask Dashers to identify themselves: Confirm their name, order details, and delivery platform when they arrive

• Have staff hand off orders: Avoid self-service to reduce missing items

• Use a consistent order-check process: For example, highlight items on receipts before sealing bags

• Set accurate prep times: Adjust prep times based on kitchen workload so Dashers arrive at the right moment

• Monitor performance trends: Review metrics like Dasher wait time, missing items, and customer ratings in the Merchant Portal

• Encourage proper equipment: Ask Dashers to use hot bags and ensure orders are sealed

• Build positive relationships: Familiarity with regular Dashers can help resolve issues faster when something goes wrong