What are order error adjustments?
What are order error adjustments?
To ensure a delightful experience and goodwill towards both DoorDash and merchants on the platform, if an item is missing or incorrect, DoorDash issues refunds and/or credit to customers on your behalf.
While there are other aspects that DoorDash also reimburses consumers for, there are certain circumstances in which you as the merchant are charged a fee to cover the reimbursement. These fees are known as order error adjustments.
WHY DO ORDER ERROR ADJUSTMENTS HAPPEN?
DoorDash processes an order error adjustment when customers are credited, refunded, or issued a redelivery* for the reasons below:
Missing items - the customer didn't receive an item
Incorrect items - the customer received an item but it was not as ordered
For delivery issues (i.e. the order was delayed, they had a negative Dasher interaction, etc.) DoorDash absorbs the cost of any refund and/or credit.
*For certain delivery issues, DoorDash allows the customer to re-place their order immediately to ensure they can receive their food as desired.
HOW DOES DOORDASH DETERMINE THE ADJUSTMENT AMOUNT?
When items are missing, DoorDash issues the customer the cost it contributed to the price of their order. For incorrect items, DoorDash issues amounts ranging from half to full cost depending on the severity of the problem (i.e. allergic instructions ignored that make food inedible is handled differently than if an add-on was missing).
Total issuances (minus issuances for DoorDash’s service fees) are deducted directly from restaurant payouts. This information is reflected in your DoorDash Daily/Weekly Summary email within 72 hours of the quoted time of the delivery. To respect your accounting, DoorDash will absorb any issuances that occur after 72 hours.
WHAT’S AN EXAMPLE OF HOW MUCH THESE AMOUNTS ARE?
To walk through an example, here’s how much an order error adjustment would be given the price of a $10 menu Item.
WHAT IF I DISAGREE WITH AN ORDER ERROR?
If you think an order error adjustment is incorrect or unwarranted, please submit a case below within 10 days of the order error.
Note that every order error adjustment is evaluated on a case-by-case basis. Multiple factors are considered and we have measures in place to protect against potentially fraudulent customer or Dashers. Accordingly, any reversals are entirely at DoorDash’s discretion and are not a guarantee of future reversals.
For the same accounting reasons as above, disputes must be made within ten (10) days of the order’s delivery date.
WHAT ARE BEST PRACTICES TO REDUCE ERRORS?
Top merchants recommend the following steps to minimize any order errors through prevention.
Logging into the DoorDash Merchant Portal to ensure your menu is current and customizations are correct
Checking off items on to confirm the contents in the bag are accurate
Sealing each bag when an order is complete
Writing the first name and last initial on a bag.
If there are multiple bags, numbering them ("1 of 2" and then "2 of 2", etc)
Double-checking during hand-off to ensure every bag gets picked up by the correct Dasher
Note: the above adjustment calculations took full effect on June 25th, 2019. Accordingly, order error adjustment amounts may be different if before that date.
