Consumers
To report a safety issue, please contact Customer Support via phone or online chat, or by using the in-app prompts after your order has been completed.
If you are in immediate danger, please call 911 for assistance before reaching out to our Customer Support team.
All we need from you is the order you experienced an issue with.
Our Trust and Safety team will investigate the incident and determine the best course of action. Depending on the details of the incident, you may receive communication from DoorDash confirming that the Dasher has been blocked and will not be assigned to you in the future. We may take additional steps, including permanently removing users from the platform, but may be unable to share specific outcomes.
Merchants
You can rate your Dasher and overall delivery experience by navigating to your DoorDash Merchant Portal and selecting the Orders tab:
Select the delivery you wish to provide feedback for
Choose Rate next to the Dasher's name
Rate the Dasher as "Poor," "Good" or "Great."
From here, you can block the Dasher if you experienced an issue severe enough that you do not want the Dasher to return to your store, or opt to prefer a Dasher if you had a great experience.
To report a safety issue, please contact Merchant Support, who can document your issue and connect you with the correct team to resolve your issue. If you are part of a chain and have an account manager, they can help connect you with our Trust and Safety team as needed.
If you are experiencing an emergency, please call 911 for immediate assistance before reaching out to our Merchant Support team.
All we need from you is the order you experienced an issue with.
Our Trust and Safety team will investigate the incident and determine the best course of action. Depending on the details of the incident, you may receive communication from DoorDash confirming that the Dasher has been blocked and will not be assigned to you in the future. We may take additional steps, including permanently removing users from the platform, but may be unable to share specific outcomes.
Here are some tips for engaging with Dashers in an effective and productive manner:
Proactively provide Dashers with an ETA for order ready time. Waiting is easier when they have an idea of how long they will need to wait.
Treat Dashers with the same courtesy that you would for dine-in customers.
Parking is often difficult for Dashers to find, so they may appreciate your advice.
Dashers
DoorDash offers a suite of safety tools to provide our Dashers with support and peace of mind. To learn more about these features, please visit our Dasher Safety page.
We encourage you to use the safety features anytime you need them: before, during, or after a dash.
You can easily find all the available safety features by tapping the blue shield icon in the top right corner of the home screen (next to the Help button), or on the top right corner of your app.
Yes. Our suite of safety features are available and actively monitoring your safety during every dash, 24/7 a day. Whenever you need help, DoorDash is ready to provide it.
No. All of our safety tools are free to use, and all Dashers are eligible for occupational accident insurance for free and with no opt-in required
(see details
here).
Please note that many emergency services, such as ambulances, have separate costs, which Dashers are responsible for covering. Your phone's carrier rates may also apply.
If you need urgent help but are having issues with our safety features for any reason, leave the app and dial 911 directly from your phone.
Our safety tools should only be used for help with safety-related incidents or issues. For all other issues, please contact DoorDash Support. Our 24/7 Support Team will be happy to assist you with any non-emergency issues.
Safe charging and storage practices can improve battery safety. We strongly encourage Dashers to review the e-bike and mobility device safety advice provided by the New York Fire Department and Call2Recycle.
Always follow the manufacturer's instructions for charging and storing your device’s battery. In addition to those instructions, the following tips can help reduce charging and storage risks:
Only use the charging equipment provided by the battery manufacturer.
Plug your charger directly into the wall outlet. Do not use extension cords or power strips, and do not charge multiple batteries at once unless you are in a facility specifically designed for that purpose.
Never charge your battery overnight or leave it charging unattended.
Don’t charge or store the battery in locations that could block your door or building exit. Make sure you have a safe exit away from where you are charging or storing your battery.
Charge and store your battery in well-ventilated areas, away from flammable objects, and near fire detection equipment.
Unplug your battery when it is done charging.
Don’t charge or store your battery in extreme temperatures.
Do not attempt to modify or repair your battery.
Discontinue the use of recalled or damaged batteries immediately. Follow recall instructions from the manufacturer or have the battery recycled.
If your battery is behaving oddly (odor, leaking, strange noises) or overheating, call 9-1-1.
