Payment for Cancelled Orders
How do I see if I was paid for an order?
Click on your Orders tab to view all your orders
Review the Order Status column for a brief description if the order was delivered or cancelled
Click on Order ID to open a pop-up with order and cancellation details
Within the cancellation details window, you’ll find information on:
If you were paid, or not paid, for a cancelled order
A high-level explanation of why you were or were not paid for the order
To help improve the Merchant payment reconciliation process, below are the outlined types of cancelled orders and DoorDash’s payout policy:
Merchants will be paid if:
Merchants are paid for cancelled orders when all of the following conditions are met:
Cancellation occurs after merchant has successfully confirmed the order
Order has been prepared
Merchant did not initiate or is at fault for the cancellation
Merchants will not be paid if:
The below reasons found in the Merchant Portal explain why a cancelled order was not paid
Reason | Explanation |
Did not confirm | This order was cancelled and you were not paid, because you did not confirm the order before the order was cancelled. |
Staff Requested - Could Not Fulfill | This order was cancelled and you were not paid, because you were unable to fulfill the order. |
Staff Requested to Cancel | This order was cancelled and you were not paid, because the merchant requested to cancel. |
Staff Requested - Too Busy | This order was cancelled and you were not paid, because you were unable to fulfill the order. |
Order Not Prepared | This order was cancelled after confirmation, and you were not paid as we determined that the order had not yet been prepared. If you prepared the order, you can dispute by contacting Support directly from the Merchant Portal. |
Store Closed | This order was cancelled and you were not paid, because the restaurant was reported closed. |
Item Out of Stock | This order was cancelled and you were not paid, because an item ordered was unavailable. |
Unable to Place Order | This order was cancelled and you were not paid, because the order was not able to be placed. |
Extreme Dasher Wait Time | The order was cancelled and you were not paid, because the order was taking too long & the dasher waited in excess of 15 minutes. |
Wrong Order Handed to Dasher | This order was cancelled because the wrong order was handed to the dasher. You were not paid because the customer did not receive their correct order. |
Merchant Unresponsive | The order was cancelled and you were not paid, because the merchant was unresponsive. |
Duplicate Order | This order was cancelled and you were not paid, because the order was reported as a duplicate order. |
Entire Order Not Placed by Staff | This order was cancelled and you were not paid, because the entire order was not placed by staff. |
Long Fulfillment Time | The order was cancelled and you were not paid, because the order was taking too long to fulfill. Please ensure your prep times are accurately set. |
