How can I report a missing or incorrect item from my order?
First and foremost, we're sorry! While we strive to make both your order and delivery experience perfect every time, sometimes mistakes happen. And when they do, we're here to make things right.
If your order was delivered but had a missing or incorrect item, one of the quickest ways to get help is by reporting the issue in DoorDash by following the instructions below:
DoorDash Platform
Mobile app users
Select an order from the Orders button
Tap "Help"
Under “Order Issues”, select “Missing or incorrect items”
Follow the prompts on the screen
Desktop users
Select the button with three lines [icon] on the top left-hand corner
Select Orders and choose the corresponding order
Select "Help" on the right-hand side
Under “Order Issues,” select “Missing items” or “Items made incorrectly”, depending on the scenario
Follow the prompts on the screen
Here is a quick guide on what missing or incorrect items are:
Missing Items | Incorrect Items |
Whole item ordered is missing Part of an item (i.e. side of fries from combo meal) is missing | Wrong size received Incorrect menu item received Special instructions or request for additional ingredients was not followed Item contained unexpected ingredients or differed from menu description |
By using the Self-Help functionality, you will be offered our full suite of resolution options that a support representative can provide depending on the specific circumstances, which may include a Credit, Refund, or Redelivery of your missing/incorrect items (when available).
Guidelines for Submitting Photos with Your Order Issue
To help us review and resolve your report as quickly as possible, please include clear and accurate photo evidence related to your issue. Below is a list of what we consider helpful:
What to Include:
Original, clear photos of the items you received
Ensure all delivered items are visible and unwrapped. Photos should not be blurry.
A photo of the receipt (if available)
This can be either a screenshot from the app or a photo of the printed receipt, and helps confirm your order contents.
A photo that directly supports your reported issue
Please submit photos that show the specific problem. For example:
If you’re reporting a missing item, such as fries, show the opened bag with the fries missing.
If you received an incorrect item, include a photo of what you received instead.
Providing appropriate photo evidence helps us better understand your concern and reach a resolution more quickly.
If you need further assistance, please contact Support so we can make it right.
Note: If you received the wrong order (i.e. all item(s) were not what you ordered), please follow the above instructions but report as “Order never arrived” under “Order Issues”.
There was a problem with my Caviar pickup order.
Please check your pickup order for correctness before leaving the restaurant. If you have issues with your pickup order, please contact the restaurant directly.
Restaurants can help with the following pickup order issues:
Missing, incorrect items, or spilled food
Your order was not confirmed by the restaurant
Your order was not ready for pickup
The quality of food was not as expected
Caviar delivery order has missing, damaged, or incorrect items.
If a delivered order was missing item(s) or had incorrect item(s), please submit a report to our support team:
Using the email address used to place the order, sign in to www.trycaviar.com or the app.
Go to your Orders.
On the website, click on the menu icon User-added image located in the upper left-hand corner and select Orders from the drop-down menu.
In the app, tap on Orders located in the bottom bar.
Select the order you are inquiring about and then click Help.
Under the Order Issues section, select the issue(s) that apply (i.e., Missing Items or Items Made Incorrectly).
Select the detail(s) that apply to explain what went wrong (i.e., Whole Item Missing or Side Option Missing).
Enter optional details of the issue. This field may not be required.
Click on Submit and follow the prompts.
