What Happens If a Dasher Cancels an Order?

When a DoorDash Dasher cancels an order, it can cause concern for the customer awaiting delivery. This situation is a common occurrence within on-demand delivery services and triggers a predefined set of processes designed to address the customer’s order and payment. Understanding these steps can help customers navigate the experience with clarity and confidence.

Immediate Order Status and Refund Process

When a Dasher cancels an order, the customer’s DoorDash app typically updates the order status to “cancelled” almost immediately. This notification serves as the primary alert that the delivery will not proceed as initially planned. The system automatically recognizes the cancellation and initiates financial resolution.

A full refund is generally processed for orders cancelled by a Dasher, especially if the cancellation occurs before the food has been picked up from the restaurant. The refund is automatically directed back to the original payment method used for the purchase.

The timing for the refund to appear in the customer’s account varies depending on the payment method and the processing times of financial institutions. If the original charge was still showing as “pending” on a bank statement, it typically takes one to three business days for that pending charge to be removed. For charges that have already been posted to an account, a refund to a credit or debit card usually takes five to seven business days to be reflected.

Refund times for other payment methods include:
Digital wallets like Apple Pay or Google Pay: three to five business days.
PayPal: one to three business days.
Cash App: up to ten business days or even fourteen calendar days.
DoorDash credits: usually available for immediate use or within 24 hours.

Customer Actions and Support Options

Following a Dasher cancellation, customers can reorder items from the same or a different restaurant. The DoorDash app facilitates quick placement of a new order without re-entering selections.

Should there be any concerns regarding the automatic refund process, the order status, or other specific questions, DoorDash customer support is available. Customers can access support through various channels, including the in-app chat feature. Additionally, a toll-free customer support line is available for those who prefer to speak with someone directly.

When contacting support, having the order number and any details about the cancellation notification readily available can help expedite the resolution process. The aim of contacting support in these instances is to address deviations from the standard automatic refund or reordering process, ensuring the customer’s financial resolution is complete and accurate.

DoorDash’s Role and Communication

DoorDash manages Dasher cancellations by informing customers and addressing orders. The platform typically sends automatic notifications to the customer via app alerts, email, or SMS to confirm the cancellation, providing clarity on the order’s status.

In some situations, if the Dasher cancels before picking up the order and the restaurant is still preparing it, DoorDash may attempt to find a new Dasher to complete the delivery. This reassignment process is communicated to the customer, providing an opportunity for the original order to still be fulfilled. If a new Dasher cannot be assigned promptly, the order will be fully cancelled by DoorDash.

DoorDash may also offer customer incentives, such as credits or discounts, after a cancellation. These gestures are not guaranteed for every cancellation and can vary based on individual circumstances and DoorDash’s discretion.