How to Resolve Missing Orders on DoorDash
What do I do if a customer reports an item is missing?
The item can be remade or refunded to the customer.
Will I get a refund for the missing order?
The Merchant Order Remade Policy allows merchants to request a refund after remaking a delivery order due to a significantly late Dasher arrival. To qualify, the order must meet all eligibility requirements.
Who is eligible for refunds?
Merchants are eligible for refund when all of the following conditions are met:
The original delivery was completed within the past seven days
The order was confirmed in the Merchant Portal, Business Manager App, or DoorDash Tablet
The Dasher arrived at the store more than 20 minutes after the estimated order ready time
The order was placed for delivery, not pickup
The order contained perishable items only (not bottled or canned items, or alcoholic beverages)
If any of these conditions aren't met, the remade order is not eligible for a refund.
Contact Merchant Support for more assistance.
How do I refund an order in the Merchant Portal?
Log in to the Merchant Portal and select the Orders tab
Open the order you wish to refund and click Issue refund
Decide if you are refunding your customer for the entire order, or just specific items
Click Confirm refund. We process the refund immediately. Your customer will receive an email notification and their refund will be received within 5-7 business days
How do I refund an order on the DoorDash Tablet?
Open your DoorDash Tablet and locate the order in Order History
Select Issue with order on bottom left
Choose whether to refund the entire order or specific items
Select Send Refund — the refund is processed immediately, and the customer is notified by email
What types of orders can I refund?
Merchants can refund pickup orders and delivery orders for missing or incorrect items placed through Online Ordering. This includes:
The full order or individual items
A specific dollar amount
All or part of the tip
You can't refund:
More than the total amount the customer paid
Any Marketplace orders — these are handled by DoorDash . through the app or website
How long do I have to refund an order?
All refunds need to be requested within seven days of the order being placed (self-serve eligibility). Once refunds are placed, merchants are required to reimburse customers within seven days.
Can I issue more than one refund?
No. Merchants can only issue one self-serve refund per order. For additional refunds, contact Merchant Support.
How do I confirm a refund was issued?
You can confirm a refund in the Order Details panel. When a refund is issued:
The order will show a Refunded to Customer tag
The exact refunded amount will appear in the order breakdown
Taxes on processed refunds don't need to be calculated manually — the system automatically adjusts tax based on the refunded amount.
