Technical Issues with the DoorDash App Customer Side

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Phone Role: While you can report this in-app, for urgent issues (e.g., if you need the correct item quickly or a major part of the order is missing), calling allows for immediate discussion of re-delivery options, expedited refunds, or alternative solutions. A live agent can quickly coordinate with the restaurant and Dasher.
Significantly Late or Undelivered Orders:

Scenario: Your order tracking has stopped updating, the dataset estimated delivery time has passed significantly, and you haven't heard from the Dasher.
Phone Role: Calling provides immediate clarity. An agent can contact the Dasher directly, check the order status from their end, and either provide a firm update, reassign the order, or initiate a refund if the delivery cannot be completed.
Payment or Billing Discrepancies:

Scenario: You see an unfamiliar charge, a refund hasn't appeared, or you have a complex question about a promotion applied to your order.
Phone Role: Billing issues often require an agent to access your account details, explain charges, and investigate discrepancies. This level of detail and potential for immediate resolution is best handled verbally.
Dasher Communication Issues / Negative Experience:

Scenario: You're having trouble communicating with your Dasher, or you've had a particularly negative experience that requires immediate attention beyond what a simple rating can convey.
Phone Role: A live agent can intervene, try to contact the Dasher on your behalf, or document a serious issue for immediate review and potential action.


Scenario: The DoorDash app is crashing, you can't place an order, or you're unable to access your account.
Phone Role: If the digital tool itself is the problem, calling is often the only way to get assistance. An agent can guide you through troubleshooting steps or flag the issue for technical teams.