How to Cancel a Doordash Order (2024)

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Last Updated: June 17, 2024References

How to Cancel Your DoorDash Order

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1. 1

   Navigate to your “Orders” page in the DoorDash app. Login to the DoorDash app on your mobile device. Select the Orders button on the bottom right-hand corner of your screen. This button will take you to a new page where you can see all of your recent orders.^[1]

2. 2

   Select the order you wish to cancel and click “Help.” Click on your most recent order to view the purchase details. In the top right-hand corner of your screen, tap on the “Help” button to access Customer Support.^[2]

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3. 3

   Tap “Cancel Order” from the list of Customer Support options. Click on Cancel order under the Customer Support header. The app will then let you know whether or not a cancellation is possible and, if so, DoorDash will confirm your refund amount.^[3]

   • If you encounter an issue while going through the cancellation process, you can contact a live agent through the help page.

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1. 1

   Select the "Order" button in the bottom left-hand corner after logging into the DoorDash website.^[4]

2. 2

   Choose the live order you’d like to cancel. From there, select "Help" on the right-hand side of the restaurant's name.

3. 3

   Select “Cancel Order," and proceed by following the prompts on the screen. You will be given information detailing how much your refund will be and whether or not you'd like to cancel for the amount DoorDash is offering to give back to you.

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1. You’ll receive a full refund if you cancel your order before the restaurant and Dasher are confirmed. The quicker you cancel a purchase, the more likely you are to receive a complete refund on DoorDash. You will also get a full refund if it is the merchant who cancels the order. The amount of money you’re refunded depends on the status of the order, including whether the restaurant has confirmed your order and if a Dasher has been assigned.^[5]

   • If the restaurant hasn’t confirmed + Dasher is assigned → Partial refund
   • If the restaurant has confirmed + Dasher isn’t assigned → Partial refund
   • If the restaurant has confirmed + Dasher is assigned → No refund^[6]

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1. 1

   Dashers with Androids Dashers with Androids can cancel orders by first opening the Dasher app and following the instructions below:^[7]

   • In the top right corner of the Dasher app, click the question mark (?) button.
   • Under the "Picking Up" section, tap “Unassign this Delivery.”
   • Select a reason for unassigning the delivery.
   • Keep in mind that if you do this, your order completion rate will go down and you will not get paid for the order.^[8]

2. 2

   Dashers with IOS If you have an IOS phone, open the Dasher app and proceed through the following instructions:

   • In the top right corner of the Dasher app, click the Help button.
   • Then, select "Can't do this order?" and choose a reason for unassigning the delivery.
   • Finally, click "Submit Request / Submit" and "Continue" to confirm the unassignment.
   • Your completion rate will go down and you will not be paid for the order.^[9]

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1. 1

   Merchants can view if they’re still paid for a canceled order on their tablets. If an order is canceled, it gets moved to the “Needs Action” queue. A popup will then appear on the “Orders” page, notifying you whether you'll be paid for that order. After reading the message, you can dismiss the order. If you need to reference the order again later, you can find it in your “Order History.”^[10]

2. 2

   Merchants can also view canceled order payment details at the Merchant Portal. Log into the Merchant Portal. In the left navigation, select the “Orders” section. Navigate to the “History” tab to view all completed orders, including their status (e.g., canceled). Click on a specific order to see its full details, including whether it was canceled and if payment was received.^[11]

3. 3

   Merchants are still paid for canceled orders with the Canceled Merchant Payout Policy. Merchants are eligible for payment on canceled orders when all of the following conditions are met: the order was successfully confirmed by the merchant, the order has been prepared, and the merchant did not initiate or is not at fault for the cancellation.^[12]

4. 4

   If a merchant is not paid, they can find out why in the Merchant Portal. There are many reasons why a merchant might not get paid on a canceled order. These include:

   • Did not confirm: The order was not confirmed before it was canceled.
   • Staff Requested–Could Not Fulfill: The merchant was unable to fulfill the order.
   • Staff Requested to Cancel: The merchant requested to cancel the order.
   • Staff Requested—Too Busy: The merchant was too busy to fulfill the order.
   • Order Not Prepared: This order was canceled after confirmation but before it was prepared. If you had already prepared the order, you can dispute the cancellation by contacting Support directly from the Merchant Portal.
   • Store Closed: The restaurant was reported to be closed.
   • Item Out of Stock: An ordered item was unavailable.
   • Unable to Place Order: The order could not be placed.
   • Long Fulfillment Time: The order was taking too long to be fulfilled.
   • Extreme Dasher Wait Time: The dasher waited more than 15 minutes.
   • Wrong Order Handed to Dasher: The wrong order was given to the dasher.
   • Merchant Unresponsive: The merchant did not respond.
   • Duplicate Order: The order was reported as a duplicate.
   • Entire Order Not Placed by Staff: The staff did not place the entire order.
   • Unable to Take Orders: The restaurant canceled the order without selecting a reason.

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1. To dispute a DoorDash charge, first open your app and navigate to your order history. Locate the problematic order, then tap "Report an Issue" to explain what went wrong and request a refund or credit.^[13]

   • If the in-app process doesn't resolve your issue, you can also contact DoorDash customer support directly at (855)-431-0459.^[14] Clearly explain your situation— the support team will then guide you through disputing the charge.

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