What should a dasher do when customer reports missing items?

If you dash long enough, there will eventually come a time when after dropping off an order to a customer you will receive a text from them stating that items are missing. No matter how careful you are, it is bound to happen sometime. When this happens, what should you do? Are you to go back to the merchant and retrieve the missing items?

 

 

Doordash customer may be mad at the driver when items are missing

There are times when the Doordash customer may be angry at the dasher for not making sure that all items are picked up. If that is the case, so be it. There is nothing that you can do. Throughout the years, when a situation like this has arisen with me, most customers are polite and understand that it was not the dashers fault. You will always have the knuckleheads that think it's your fault though. They fail to realize that we cannot see what is in the bag and have to take the restaurants word for it.

The Doordash customer may want the dasher to go back to the restaurant and pick up their missing items

Going back to the merchant to pick up the missing items is a no-no. A dasher should never go back to the restaurant. Firstly, the dasher is not going to get paid for going and picking up the missing item(s,) It would be a complete waste of time.

Beside that, do you really think the restaurant is going to just give you items that you tell them were missing? How do they know that you are not just some crazy dasher trying to get something free for yourself. Never go back to the merchant! 

What should the dasher do when customer reports missing items?

Most Doordash customers, especially regular customers, know how to report missing items and will not contact their dasher. If a Doordash customer is texting the dasher inquiring about this, they most likely don't know what to do.

In cases such as this, a dasher should let the customer know that there is a link on the Doordash customer app for reporting missing items. That is all that you can do. There is no reason to call up Doordash support for them or anything. The customer will figure it out on their app.

Doordash customers can easily report missing items

All a Doordash customer has to do is tap on the "Orders" tab. They can then click on "Help" in the top right corner of their screen. Then under "Order Issues" they can click on the "Missing Items" tab. It is here where they can click on any missing items and report it.

What will Doordash do when a customer reports missing items?

Doordash will credit or refund the customer for the missing item(s.) From personal experience, for me there has only been one time when Doordash had me go back to the merchant to pick up the missing items.

Doordash never told me to do this, but I received a ping for an order to go back to the same merchant to pick up the customer's missing items. It was fine for me because it was just like any other order. I suppose the customer didn't want a refund or credit and pressed Doordash about getting their missing items.