Meal Manager
Contact
Live order issue: dd-concierge-support@doordash.com or 1-855-222-8111
General / non-live support: catering-support@doordash.com
Setup and Eligibility
What are the eligibility requirements?
Label each item with the customer's name, fulfill up to 15 participants per order, prepare the full order within a 90-minute lead time, and accept POS integration and email notifications.
Do I need a special menu?
No — Meal Manager uses your existing marketplace menu.
Can I do both Meal Manager and Traditional Catering?
Yes — DoorDash can advise on the best fit for your kitchen and staffing setup.
How do I pause or opt out?
Email catering-support@doordash.com
Can I limit which days or times I receive Meal Manager orders?
Orders are tied to your regular storefront hours — if your store is closed, you will not receive Meal Manager orders.
How do I give team members portal access without exposing financial information?
In the Merchant Portal go to Settings, then Manage users, then Add User, and assign a role. Store operator is the lowest-access role and does not expose financial data.
Order Flow and Fulfillment
How do Meal Manager orders come through?
Customers add their own items to a shared group cart. Orders fire to your POS as soon as your store opens, plus a single consolidated order marked CORP by email 90 minutes before pickup.
Do I have to confirm the order?
No — unlike Traditional Catering, Meal Manager orders do not require merchant confirmation.
What happens if a customer cancels or changes an order?
Orders lock and finalize 90 minutes before pickup. Changes cannot occur after that window.
Merchant Portal & Order Visibility
Where can I see my current, upcoming, or historical Meal Manager orders?
In the Merchant Portal go to Orders, then Meal Manager.
Today shows live orders already checked out or will be checked out today, with status, cart contents, Dasher location, and label printing.
Upcoming shows orders scheduled for the week, matching your Friday forecast email, with participant and item counts as carts fill — labels and live status are not available until checkout.
History shows completed orders from after you received portal access.
Why can't I see the Meal Manager tab in my portal at all?
Your store has not been added to the Meal Manager program or granted portal access yet. Contact Meal Manager support to resolve.
An order was on my Upcoming tab yesterday but isn't on today's Today tab — did it disappear, and am I responsible for it?
No — if it is not on the Today tab, it did not check out, and you will not receive a confirmation email either. Usually this means no participants ever joined the cart, or the customer's POS system cancelled it before checkout.
Email catering-support@doordash.com to investigate a specific order.
Please note there is currently no automatic notification when a scheduled order is cancelled — this is planned for a future release.
The Upcoming tab doesn't match my Friday forecast email — which one should I trust?
Trust the Merchant Portal — it is the source of truth and reflects real-time participant and cart data.
Timing and Day-of Expectations
How much prep time will I have?
You will receive the finalized order 90 minutes before scheduled pickup by email, and it will also appear on your POS as soon as your store opens.
Where will I receive notifications?
To the email address(es) listed on your opt-in form, and to your POS system.
What if I open later than the scheduled order time?
Have your team ready to begin prep as soon as the store opens, since Meal Manager orders are often due shortly after opening.
Will I receive reminders?
Yes — Meal Manager follows standard DoorDash email protocols.
Who delivers the orders?
A Large Order Trained Dasher picks up and delivers the entire group order. Just make sure everything is labeled, packed, and ready on time.
Labeling and Packaging
What are the labeling requirements?
Each item must have printed labels with the participant's first name and last initial — entrees, sides, drinks, everything.
How should I label multi-item or drink orders?
Either label each item individually, or bag the items together and label the bag with the participant's name.
Example labeling format
"Jessica M. – Iced Tea" and "Jessica M. – Side Salad" on separate items or the same bag.
Does DoorDash provide labels or printers?
Avery sticky label templates are available through the DoorDash Merchant Shop at https://merchant.doordashstore.com/product.aspx?ID=576869.
Some locations may qualify for hardware support — email corporate-group-order-program@doordash.com.
Can I print labels directly from the portal?
Yes — once an order checks out, labels can be printed from the Today tab in the Merchant Portal's Meal Manager section.
Can I skip labeling if I'm too busy?
No — labeling is a required part of the program. Missing labels can trigger a quality notice and affect eligibility.
Support and Troubleshooting
Who do I contact for a live order issue?
Call/text 1-855-222-8111.
Who do I contact for a general, non-urgent issue?
What happens if I miss quality requirements for a week or two?
Occasional issues will not trigger immediate consequences, but repeated non-compliance may lead to the 3-strike removal policy.
How will I receive performance summaries and other resources?
Via the email address(es) listed on your opt-in form — check your inbox and spam folder regularly.
Can I get help training my team?
Yes — email catering-support@doordash.com for documentation, visuals, or walkthroughs.
What if I miss an order or can't fulfill it?
Notify the team as soon as possible. Avoidable issues such as late prep, missing labels, or cancellations can affect your standing in the program.
Quality Standards
What are the core quality expectations?
Prepare orders on time, avoid post-confirmation cancellations, avoid missing or incomplete items, ensure your point of contact receives reminders, and clearly label and package every item.
What happens if there is a quality issue?
A performance notice is issued. After three performance notices, participation is temporarily paused, and a written recovery plan is required to be reactivated the following quarter.
What qualifies as a notice?
Orders not ready within 10 minutes of scheduled pickup, merchant-caused delivery delays, post-confirmation cancellations, missing or incorrect items, or unlabeled items.
How many notices lead to removal from the program?
Three strikes may result in temporary removal for the quarter, with a remedy and reactivation process and case-by-case appeals.
What if a delay or issue is communicated in advance?
Proactive communication is always encouraged and viewed as a positive part of a strong partnership.
How are disputes or questions handled?
Contact your account manager or catering-support@doordash.com.
