How it works

Usually, customers ask for their order status updates, which you can state the facts and do your best to provide the best time estimate. Sometimes there are other customers request that you can't handle such as:

Best practices:

  1. Don't text and drive. Use a hands free device when accepting calls. It's the law.
  2. Be courteous and provide as much info as you can.
  3. If the customer asks you to do something beyond info about the status of the order, direct them to the DoorDash Support team.
    1. Visit support.doordash.com
    2. On the iPhone app, tap Account > Support

I can't contact the customer using the 'Call Customer' button

The “Call Customer” feature in the Dasher app works only if you’re using the same phone number registered in the Driver portal (driver.doordash.com).

If you’re using a Google voice number, secondary phone number, or disabled Caller ID, you won’t be able to use the “Call Customer” feature.


To update your phone number

  1. Login at driver.doordash.com
  2. Click Profile
  3. Scroll down to Phone # and update your phone number
    • If you have a Google Voice number, update your profile with the Google Voice number.
  4. Click Save Profile

To enable Caller ID

Refer to your phone’s manual or carrier and ask them to help you set up Caller ID in your phone settings. If you’re still having issues, give us the following details so we can help troubleshoot and diagnose the problem. 

Submit more information for Help: (click here)

  • What type of phone you're using (e.g. Samsung 5, iPhone 6, etc.)
  • What software are you running
  • Attach a screenshot of your error message

Order Status

Customer says, "Where's my food? Why is it running late?"

Potential response: State the facts and do your best to provide the best time estimate you can.

  • "I'm currently waiting at the restaurant for your food to be prepared. The restaurant tells me that it'll take another 15 minutes for it be done."
  • "I just left the restaurant, I'll be there in X minutes."
  • "I'm on my way to your address and looking for parking right now."
  • "I'm on my way to the restaurant and there's some heavy traffic at the moment. I'll try my best to get your food to you as soon as possible."

Customer says, "I saw that you picked up the food almost 30 minutes ago. what's taking so long?"

Potential response: Explain that sometimes DoorDash groups orders together and not to worry about their food, which is kept fresh in your insulated bag.

  • "In rare cases, DoorDash groups orders together when we're low on drivers. Don't worry, your food is kept fresh in an insulated bag. Once I finish my current delivery, I'll be on your way within X minutes. Thank you so much for your patience."

Address change request

Customer says, "I entered the wrong address, can you deliver it to 470 Olive Way, Palo Alto instead?"

Potential response: Explain you can't handle that type of request and redirect the customer to reach out to DoorDash Support team either by:

  • For iPhone (iOS): In the app, click Account > Support
    "I'm unable to make those type of changes. I can help you get in touch with DoorDash Support. You can contact them on your phone by tapping Account, and then Support on your app or visit support.doordash.com."
  • For Android: In the app, click Account > Contact Us
    "I'm unable to  make those type of changes. I can help you get in touch with DoorDash Support. You can contact them on your phone by tapping Account, and then Contact Us on your app or visit support.doordash.com."

Order change request

Customer says:

  •  "Can you please cancel my order? I don't want my meal anymore."
  • "Can you add more fries to my order? I forgot!"

Potential response: Explain that you can't handle that type of request and redirect the customer to reach out to DoorDash Support team either by:

  • For iPhone (iOS): In the app, click Account > Support
    "I'm unable to make those type of changes. I can help you get in touch with DoorDash Support. You can contact them on your phone by tapping Account, and then Support on your app or visit support.doordash.com."
  • For Android: In the app, click Account > Contact Us
    "I'm unable to make those type of changes. I can help you get in touch with DoorDash Support. You can contact them on your phone by tapping Account, and then Contact Us on your app or visit support.doordash.com"

Other requests

For all other requests that are outside your responsibility of delivering, it's okay to redirect customers to contact us. We're here to help!