Liven

Please see below the best practices on how to work with DoorDash Drive Support to ensure a quick and smooth experience!

DoorDash Drive: Contacting Support

There are two ways to contact Drive Support (see Help Centre article <a href="https://help.doordash.com/merchants/s/article/How-do-I-receive-or-contact-Support?language=en_US" rel="nofollow noopener noreferrer" target="_blank">here</a>):

1. 📞 Call DoorDash for live order issues.

Press “4” for Drive Merchant or White Label Fulfilment

Press “1” for Restaurant or “2” for Non-Restaurant

1. For Restaurant orders, you’ll be prompted to select from one of these sub-options and directed to the appropriate team:

- Make Language Selection
- Press “4” for Drive Merchant or White Label Fulfilment
- Press “1” for Restaurant or “2” for Non-Restaurant
 1. For Restaurant orders, you’ll be prompted to select from one of these sub-options and directed to the appropriate team:
- Press 1 for Catering
- Press 2 for Non-Catering

2. 💌 Email DoorDash for non-live order issues including invoicing and payment, account management and portal troubleshooting.

Restaurant: <a href="mailto:drive-support@doordash.com" rel="nofollow noopener noreferrer" target="_blank">drive-support@doordash.com</a>

What information do I need to have on hand?

In order to provide an accurate and efficient resolution, we will need a few pieces of information. We encourage you to educate your Staff and print this guide so they know exactly what to expect and what details to provide before contacting Support.

Support will collect these details when requesting assistance about the following issues:

DoorDash delivery ID or Customer name and phone number

- Order status Request
- Request to assign a Dasher
- Request to adjust or cancel an order
- Tip adjustment
- DoorDash delivery ID or Customer name and phone number
- Request redelivery
- Customer name, phone number and subtotal

- Never Delivered
- Missing or Incorrect Item
- Delivered late
- Poor delivery execution

Receipt/invoice reflecting accurate subtotal and amount for delivery (*this is only necessary if accurate totals are not provided to DoorDash when submitting orders)

Recent DoorDash delivery ID or Customer name and phone number for a recent order in which the Dasher was assigned

- Refund request for
 - Never Delivered
 - Missing or Incorrect Item
 - Delivered late
 - Poor delivery execution
- DoorDash delivery ID or Customer name and phone number
- Receipt/invoice reflecting accurate subtotal and amount for delivery (*this is only necessary if accurate totals are not provided to DoorDash when submitting orders)
- Request to prefer or block a Dasher
- Recent DoorDash delivery ID or Customer name and phone number for a recent order in which the Dasher was assigned

Drive Portal access request and troubleshooting

Updating account information such as your address, email address, phone number

- Drive Portal access request and troubleshooting
- Updating account information such as your address, email address, phone number
- Decision Maker email address

The Decision Maker email is the one that was used to sign up on DoorDash.com. This could be the owner or manager of the store.

Store ID or Name(s) of Business before and after change of ownership

- Change of ownership
- Store ID or Name(s) of Business before and after change of ownership
- Payment and Invoicing
- Store Name