Notes

Opening:

Hi Millionna, do you still have issue with your previous concern?

Reviewing your previous chats now.

Hi Tracy, how may I help you?

Hi Sergio, let me check with your concern.

You are welcome. I will end this chat now, thank you for contacting DoorDash.

You are welcome. Thank you for contacting DoorDash.

Just refresh your app and thank you for contacting DoorDash.

Great. Thank you for dashing.


It shows here that this is an on going issue right now. I will take note of your case here so DoorDash can take a look at it. Our engineering team is currently fixing on it but for now, we don't have an estimated timeline for when it will be fixed but you will be notified once this resolved and the infraction will be automatically taken out of your account. Just keep refreshing your app and follow the troubleshooting steps that I will be sending to your email. Thank you for contacting DoorDash.



As I mentioned above this is a well-known problem, and we frequently get complaints about error 2 by the time they are going to schedule or dash, just keep refreshing your app to fixed the issue. I send the troubleshooting steps to your email.



I will take note of your case here so DoorDash can take a look at it and a corresponding action will be given to this issue.






Is the app request you to scan a QR code to confirm pick up?

Kindly try to input this code, and see if it confirms.

You are welcome. Kindly proceed to deliver the order and don't forget to communicate with the customer to achieve higher customer ratings. Thank you for contacting DoorDash.




Hi Anneka, thank you for the update. I will take note of this one and please don't forget to communicate with the customer to achieve higher customer ratings. Thank you for contacting DoorDash.



Kindly proceed to pick up the order and deliver it to the customer. Don't forget to communicate with the customer about the order status to achieve higher customer ratings. Thank you for contacting DoorDash.




your voice matters to us and I'll make sure everything is documented here so that we can prevent issues like this from happening again.



Hi Cate, let me help you sort out your issue with your earnings. Can you confirm to me the amount and the date it covered?

Hi James, let me help you sort out your issue with your earnings. Can you confirm to me the amount and what order is that specifically?

For the cancelled order, a half payment was processed in your account. If payment is not yet showing, kindly wait for your dash to end or allow our system to have the amount reflected in you account within 24 hours. Just refresh your app and thank you for contacting DoorDash.

As per checking here, a full payment for that completed order is already processed in your account. If payment is not yet showing, kindly wait for your dash to end or allow our system to have the amount reflected in you account within 24 hours. You may also do troubleshooting steps I sent to your email to refresh your app as latency sometimes happens on the app. Thank you for contacting DoorDash.

As per checking here, a full payments for that completed orders were already processed in your account. If payments are still not showing, allow 24 hours for the payments to reflect in your account or kindly do troubleshooting steps I sent to your email to refresh your app as latency sometimes happens on the app. Thank you for contacting DoorDash.


Regarding on the payment not showing on your account, I can see here that a full payments of your completed orders are already processed here. If payment is still not showing, allow 24 hours for the payment to reflect in your account or kindly do troubleshooting steps I sent to your email to refresh your app as latency on the app happens at times.




Unresponsive Dasher:

Are we still connected?

You are welcome. Thank you for contacting DoorDash.

I will end this chat now, thank you for contacting DoorDash.

Since you are unresponsive on my chat, kindly answer my call.

Thank you for taking my call. You have good one.

Since you are unresponsive, I'll leave this chat now. Thank you for contacting DoorDash.

Alright. Since someone is already assisting you on the phone, let me end this chat to now for me to cater other concern. Thank you for contacting DoorDash.

Because I haven't heard from you in some time, I am going to close our chat. Thank you for contacting DoorDash.

Because I haven't heard from you in chat and call, I am going to close our chat. Thank you for contacting DoorDash.

Hello, this is Mary from DoorDash. It looks like you are unavailable at the moment. We would like to continue working you. Please feel free to contact us back and for your records, your case number is _____. Have a great day!



This happens when the assigned daher picked upt the order but did not complete the delivery and unassigned from it so the order will be assigned to another dasher. Since it was already picked up, for the assigned dasher to complete the delivery, we will going to ask the store to remake the order and DoorDash will be the one who will pay for the remaking. Kindly try to convince the store to remake the order since they will be paid on the remaking so you can proceed and receive full payment.

Moving forward, please contacts support immediately so a corresponding payment will be processed in your account since this is not your fault.

For order that was already picked up, the process for that is we need to ask the store first if they can remake the order and DoorDash will pay fo it so dasher can proceed and get full payment but if not then we will cancel the order and process a half payment to the dasher.


For order that was already picked up, the process for that is we need to ask the store first if they can remake the order so you can proceed and get full payment but if not then we will cancel this order. Can you try to ask the store if they can make the order again and DoorDash will be the one now who will pay for the order.


Hi Sherif, let me help you sort out your issue with order was already taken. Let me check the order details.

Hi Jonathan, let me help you sort out your issue with order already picked up. Let me check the order details.

Were you able to confirm who picked up the order, was it another dasher or the customer?

Let me call the store to resolve this issue. kindly inform them as well.

It shows here that there was a previous dasher assigned to this order before you, I'm going to call her to ask if she has the order so we can know how you can proceed.

Have you tried to convince the store to remake the order since they will be paid on the remaking so you can proceed and receive full payment?

Please inform me if they will agree while I am waiting for them to pick up my call.

Did they agree to remake the order?

Let me call the store to resolve this issue, kindly inform them as well.

I'm also calling them to resolve this issue. Kindly inform them.

Great. Just wait for the order to be ready for pick up and don't forget to communicate with the customer to achieve higher customer ratings. Thank you for contacting DoorDash.

Store agreed to remake the order. Please wait for the order to be ready for pick up and you may inform the customer as well about the order status to achieve higher customer ratings. Thank you for contacting DoorDash.

Calling the store now to ask if they can remake the order for you to proceed on this delivery.

Since order was not picked up yet, you can unassign from the order through the self-help option in the app but please note this will affect your completion rate and no payment will be made. Do you still want to unassign?

Waiting for them to pick up my call. Give me a moment.

I'll be cancelling this order now and process a half payment to your account. Let me call the customer first for refund preference.

We will cancel this order and process a half payment to your account. Let me call the customer first for refund preference. Allow me 1-2 minutes to work on it.

We will cancel this order and process a compensation to your account. For me to process your compensation, can you confirm to me what did you choose when you start dashing, was it earn by time or earn per offer?

Order is cancelled now and you may see your earnings within the next 24 hours. Just refresh your app and thank you for contacting DoorDash.

Orders are cancelled now and you may see your earnings within the next 24 hours. Just refresh your app and thank you for contacting DoorDash.

You are welcome. Thank you for contacting DoorDash.

Just refresh your app and you may see your earnings within the next 24 hours. Thank you for contacting DoorDash.

Just refresh your app and you may now proceed to your next dash.

Order is cancelled now and a half payment is processed in your account. You may see your earnings within the next 24 hours. Just refresh your app and thank you for contacting DoorDash.

Order was already picked up by another driver. Called the store to confirm but they were unreachable. Called the assigned previous dasher but said he did not get the order. Cancel order as per workflow.











Hi Bart, let me help you sort out your issue with updating the order status. Let me check the order details.

Are you getting an error when you try to complete the order?

Calling the customer now for delivery confirmation so I can complete the order here.

Done updating the order status into mark as delivered. Just refresh your app and thank you for contacting DoorDash.

Done updating the order status into mark as delivered. To avoid experiencing this kind of issue again, kindly troubleshoot your app to refresh it. I sent the steps to your email. Please check and thank you for contacting DoorDash.


You are welcome. Just refresh your app and thank you for contacting DoorDash.

Alright. If you have dropped the order, I will manually update the order status here as mark as delivered but please remember, false completions may be grounds for deactivation.

Are you sure you delivered the order? Remember, false completions may be grounds for deactivation.

Done updating the order status into mark as delivered. If you encounter issues like this again, please read the warning message carefully, double-check that you are at the correct customer address and pin location, and select the appropriate option for your situation to proceed.






Hi Angela, let me help you sort out your issue with store close. Let me check the process here.






Hi Yamah, let me help you sort out your issue with items are unavailable. Let me check the order details.

To clarify, are all items unavailable or 1 item only?

Did the store give any substitution?








Hi Kristen, let me help you sort out your issue with order is not on store's system. Let me check the order details.

It shows here that the store has already confirmed this order, please try to ask the store to make the order since they will be paid on this order so you can proceed and receive full payment.

I'm calling the store now to resolve this issue. Kindly inform them.

I'm also calling them to resolve this issue. Kindly inform them.

Did they agree to prepare the order?

I'll be cancelling this order now and process a half payment to your account. Let me call the customer first for refund preference.

Order is cancelled now and you may see your earnings within the next 24 hours. Just refresh your app and thank you for contacting DoorDash.








Hi Lisa, let me help you sort out your issue with unassigning an order. Let me check the order details.

It shows here that you have already picked up the order. We can unassign you but this will negatively affect your completion rate and no payment will be received on this order. Do you still want to unassign?

Let me call the store first to remake the order then I'll unassign you from the order.

If you wish not to continue with the order, since you have not pick up the order yet, you can unassign from the order using the self-help option in the app but no payment will be made on this order and if you have been waiting more than 10 minutes on the estimated pick up time, then this will not affect your completion rate. Do you still want to unassign?

Alright. Kindly follow the steps

Done unassigning you from the order. Just refresh your app and thank you for contacting DoorDash.

It shows here that you successfully unassigned from the order. Just refresh your app and thank you for contacting DoorDash.







Inform Dasher that the case is already being worked on, and they will receive a response within 24 hours.








Our Dasher pay model is precalculated. There is no option for us to modify the pay since it has been completed already.





Since this order should be delivered personally to the customer, if no one is on the location, kindly report it on the app, on the self-help feature “The Customer isn’t Available” and try to call the customer. After reporting and if customer still not showing, please follow the instructions given by app. Thank you for contacting DoorDash.


Thanks, I understand. You can make the decision to deliver to the new address, but you don't have to. You're only required to deliver to address shown in the app. Either way, you'll be protected from receiving a never delivered violation for this order.







Hi Domingo, let me help you sort out your issue with long wait at store. Let me check the order details.


To clarify, are you willing to wait on this order?


Alright. Please communicate with the customer about the order status to achieve higher customer ratings. Anyway, for long wait at store, we will automatically waive any contract violations or negative reviews due to it. If ever you wish not to continue waiting on the order, I will send you an email on how to unassign orders that has not picked up yet for reference but please note that unassigned orders has no payment and since you have been waiting on the store for more than 10 minutes beyond the estimated pick up time, the unassignment will not affect your completion rate. Thank you for contacting DoorDash.


Since you will not wait on this order, you can unassign from the order but this will affect your completion rate and no payment will be made but if you wish to wait and complete the delivery, you will receive full payment for this order and any violation will be void due to it. Do you want to unassign?

Alright. I will take note of this one here and don't forget to communicate with the customer about the order status to achieve higher customer ratings. Thank you for contacting DoorDash.



Unfortunately our payment for long wait at store has already been ended but we will automatically waive any contract violations or negative reviews due to it.

For long wait at store, we will automatically waive any contract violations or negative reviews due to it. So just wait for the order to be ready for pick up and don't forget to communicate with the customer to achieve higher customer ratings. Thank you for contacting DoorDash.

Since you have been waiting on the store more than 10 minutes beyond the estimated pick up time, you have the options to unassign orders and this will not affect your completion rate and no payment will be made but if you wish to wait and complete the delivery, you will receive full payment for this order and any violation will be void due to it. How would you like to proceed?

It shows here that, it has not passed the estimated pick up time yet. You have the options to unassign from the order but this will affect your completion rate and no payment will be made but if you wish to wait and complete the delivery, you will receive full payment for this order and any violation will be void due to it. How would you like to proceed?

This will not be taken against you as this is not your fault. Just make sure to communicate with the customer to achieve higher customer ratings. Thank you for contacting DoorDash.

Kindly continue on how would you like to proceed on the order. I'll send you an email on how to unassign from orders that has not yet picked up for reference if you wish not to complete it. If you wish to continue, don't forget to communicate with customer to achieve higher customer ratings. Thank you for contacting DoorDash.

It shows here that you already pick up the order. Kindly proceed to deliver the order and inform customer about the order to achieve higher customer ratings. Thank you for contacting DoorDash.

You are welcome. Kindly wait for the order to be ready for pick up and complete it to receive full payment. Don't forget to communicate with the customer about the order status to achieve higher customer ratings. For long wait at store, we will automatically waive any contract violations or negative reviews due to it. Thank you for contacting DoorDash.


I am only following the process here so that I can know how you will proceed. I am also taking down notes of this updates. I asking to know if how would you like to proceed so I can give you the correct procedure so you can move forward.







For store is closed, you need to report it on the app so order will be cancelled and a half payment will automatically processed in your account but since it shows here that order is already picked up, let me call the store to confirm so we can cancel this order since we cannot revert the status here. Please moving forward, don't update the status yet if you did not get the order yet.





As per checking here, we are having some technical issues right now, rest assured that our Engineering department is working on this already.

No, it is okay. We apologized for the inconvenience. Anyway, just keep refreshing your app and you will also notified once the issue is fixed. I also take note of your account so this will be put into priority list. Thank you for contacting DoorDash.



REQUESTED BY: [email protected]
CASE NUMBER: 534746213
CUSTOMER'S PHONE NUMBER: +1 510-634-4037
BEST CALLBACK TIME: anytime, PST
LOB: DX CARE 1 | CHATS
ISSUE | DX: No issues was given
ISSUE CATEGORY | DX: No issues was given