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Door Dash Drive Support Guide
Door Dash Drive Support Guide
Kevin Cheav avatar
Written by Kevin Cheav
Updated over 3 months ago
Email (for non-live order issues): [email protected]
Phone number for live order issues: 1800-958-316
For urgent delivery issues, please call (855) 973-1040.
For urgent large order delivery issues, please call (855) 811-7299.
For account/billing questions: [email protected].

1. Phone Support for Live Order Issues

Steps:

  1. Make a language selection.

  2. Press 4 for Drive Merchant or White Label Fulfilment.

  3. Press 1 for Restaurant or 2 for Non-Restaurant.

    • For Restaurant orders:

      • Press 1 for Catering.

      • Press 2 for Non-Catering.

2. Email Support for Non-Live Order Issues

Use this email for issues such as invoicing and payment, account management, and portal troubleshooting.


Required Information

Educate your staff and print this guide to ensure they have the necessary details when contacting support.

Live Order Issues

Provide the following details when requesting assistance:

  • Order status request

  • Request to assign a Dasher

  • Request to adjust or cancel an order

  • Tip adjustment

  • DoorDash delivery ID or customer name and phone number

  • Request for redelivery

    • Include customer name, phone number, and subtotal

Non-Live Order Issues

For non-live order issues, have the following details ready:

  • Refund request for:

    • Never delivered

    • Missing or incorrect item

    • Delivered late

    • Poor delivery execution

  • DoorDash delivery ID or customer name and phone number

  • Receipt/invoice with accurate subtotal and amount for delivery (necessary if accurate totals are not provided when submitting orders)

  • Request to prefer or block a Dasher

    • Include recent DoorDash delivery ID or customer name and phone number

Account Management Issues

For account management issues, provide:

  • Drive Portal access request and troubleshooting details

  • Updated account information (address, email, phone number)

  • Decision Maker email address

Who is the Decision Maker? The Decision Maker is the email used to sign up on DoorDash.com, typically the owner or manager of the store.

Change of Ownership

  • Provide the Store ID or names of the business before and after the change of ownership.

Payment and Invoicing

  • Provide the store name.

For more information, visit the DoorDash Drive FAQs.
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Note: All delivery-related inquiries must be addressed directly with DoorDash.
Current DoorDash Drive fees are distance-based, starting at $10.99 per delivery for up to a 3km radius. Additional charges apply for longer distances.

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