How do I complete a delivery or task if the customer is unavailable?
If you are on a NO-CONTACT delivery or task, please go to this page instead. For “HAND IT TO ME” deliveries or tasks, continue reading.
In order to complete a delivery or task, you must hand the food directly to each customer. In cases where the customer is unavailable to accept the delivery, your delivery or task can also be completed by following the steps below. Failing to either hand the delivery to the customer or follow the below steps can put your account at risk of deactivation.
If you are having trouble finding the customer, navigate to “Help” and select “Drop-off issues” in the Dasher app. Then select “Reached drop-off location”. From the list of issue types, select “Can’t reach customer”.
Follow the in-app instructions. Start by calling and texting the customer to let them know you’ve arrived. It helps to try both, because some customers don’t receive texts from DoorDash, while others can’t answer their phones or won’t answer an unknown number
Your app will show a timer, which gives the customer a few minutes to come and retrieve the food. If you find the customer, great! You can give them the food
If the customer has not arrived when the timer runs out, you will be prompted to a screen that will allow you to “Leave the Order” and show where you left it. The app will guide you to:
Leave the food somewhere safe as long as a return is not required. If a return is required, you will see that in the app and will have been notified before you accepted the offer. We recommend you select a safe and protected location to leave food (examples: in front of the unit or front door, with a receptionist/doorman, in a mailroom)
Document where you left the food in the app with a picture and description.
For orders containing alcohol, the Dasher app will instruct you to return the alcohol to the store or dispose of it. Alcohol cannot, under ANY circumstances, be left unattended at a customer’s door. For more details on alcohol orders, see Delivering Alcohol Guidelines.
If you are having trouble finding this feature in the app, please reach out to our support team.
As is stated in the Service Provider Platform Access Policy, failure to complete these steps OR taking the food with you will be considered a failure to complete the delivery or task, and can serve as the basis for deactivation from the DoorDash platform.
What does it look like in the app?
What happens if a customer reports they didn't receive the order?
When a customer reports that you have not delivered an order, we will review the delivery or task details to ensure that the above actions were taken. In cases where you have not completed these steps, your account will be eligible for deactivation.
We will communicate with you in cases of a customer report. You can expect to receive:
A text or email notification to let you know a customer reported an incomplete delivery
A warning notice once your account has been flagged for deactivation. You may appeal any deactivation decisions by following the process here.
