DoorDash

In short

Report a missing or wrong item from the order's Help screen right away; DoorDash's self-help may offer a credit, a refund or a redelivery. If that fails, use 24/7 chat or call 855-431-0459, then a card dispute. Cancel DashPass at least 24 hours before the next payment. DoorDash says no one from DoorDash will ever ask for your password or security code.

How complaints actually go

• For missing or incorrect items: in the app, Orders, select the order, Help, Order Issues, Missing or incorrect items. Self-help may offer a credit, refund or redelivery depending on the circumstances. DoorDash: missing or incorrect order
• Customer support is available 24/7 by in-app chat and by phone at 855-431-0459. DoorDash consumer help center
• The U.S. Consumer Terms require a notice to Informal.Resolution@doordash.com and an informal dispute resolution conference within 60 days before arbitration; you can opt out of arbitration by email to opt-out@doordash.com within 30 days of first becoming subject to it. DoorDash U.S. Consumer Terms

What tends to work

• Report the problem from the specific order with photos of the wrong or missing items; the self-help flow is tied to the order. DoorDash: missing or incorrect order
• Cancel DashPass under Manage DashPass at least 24 hours before the next scheduled payment; paid benefits last to the end of the billing period. DoorDash: cancel DashPass
• If DoorDash does not refund an order you did not receive, a card dispute is the next step; a charge for goods not delivered as agreed is a billing error under the Fair Credit Billing Act if the issuer gets your letter within 60 days after the first bill with the error (rule fcba-billing-error). FTC: using credit cards and disputing charges

Traps and fine print

• The Consumer Terms say payments for completed, delivered or merchant-confirmed orders are final and non-refundable, and refunds or credits are at DoorDash's discretion. DoorDash U.S. Consumer Terms
• DashPass benefits from a free period end immediately when you cancel. DoorDash: cancel DashPass
• Order help and chat need the customer signed in to the DoorDash account. DoorDash consumer help center

Scams that target customers

• DoorDash tells Dashers that "No one from DoorDash will ever request your password or security code", will never need it to pay or help them, and will never give them a password to use. DoorDash: protect your account
• Scams reported to Dashers: fake "Support" calls after a customer cancels, fake bonus or financial aid offers, urgent requests for a password, and lookalike apps or websites. Contact DoorDash only through the app or the help center. DoorDash: protect your account