It's Friday night, and your restaurant is buzzing with activity. The kitchen is working at full speed to fulfill orders when a customer calls about a missing item. This is where DoorDash's Customer Support Solutions shine. Instead of pulling your busy staff away from their crucial tasks, our dedicated support team steps in to handle the situation. They quickly address the customer's concern, allowing your team to stay focused on what they do best – preparing and sending out delicious meals. With DoorDash managing delivery-related issues, you can maintain the smooth flow of your operations, especially during those peak hours when every minute counts.
What exactly is DoorDash's Customer Support Solutions?
DoorDash's Customer Support Solutions provides a white-labeled exclusive customer support line staffed by highly-trained agents to quickly resolve any delivery-related issues and keep customers happy. When a customer calls into the support line, they will be greeted by agents trained to represent your brand, handle order questions, issue refunds, and and manage other needs.
What are the benefits of Customer Support Solutions?
DoorDash's Customer Support Solutions offer several advantages to enhance your restaurant's delivery service:
Provide excellent customer service: Customers are sent directly to dedicated support agents equipped to provide quick resolutions on delivery inquiries with around-the-clock, 24/7 coverage.
Reduce refund costs: Spend less on reimbursements with robust fraud detection and prevention tools, while easily accessing refund reporting
Simplify operations: Free up your staff to focus on in-store customers and create a singular touchpoint where delivery customers can resolve issues.
How does Customer Support Solutions work?
DoorDash's Customer Support Solutions streamlines the management of delivery-related inquiries. For example, when customers place an order, they might need to change their delivery address, track their order's status, or have an issue relating to undelivered, missing, or incorrect items. These questions can all be addressed by contacting our support concierge:
Where is my order?
My order was never delivered
I want to cancel my order
I want to leave dasher feedback
My order was late
I’m missing [insert] from my order
I got the wrong order of items
Depending on the level of support you choose, we can also help when customers request redelivery, store credits, or refunds. Our reputable team of specialized agents efficiently handles these inquiries, ensuring a high-quality experience with reliable service levels–even during peak times. This setup eliminates unnecessary back-and-forth communication, reduces costs through fraud savings, and allows your in-house staff to focus on in-store customers. In other words, our support team can focus on unexpected issues while your team focuses on fulfilling new orders.
What is the experience for customers?
The experience for customers is straightforward:
1. When customers place an order, they can find the support number on their order tracking page.
2. When they call, an agent greets them by saying, “Thank you for calling [your restaurant/brand name] Support regarding your order. How can I help you today?”
3. The agent addresses their concerns, such as updating delivery instructions or providing real-time updates like, “I just spoke to your Dasher, he is four minutes away.”
4. The agent will let a customer know if they’re receiving a refund. If so, agent will let the customer know, “You will be receiving a refund of $ amount in 5-7 business days.”
5. All refund and support contact details, including delivery date, delivery ID, store ID, customer email, order value, tip amount, delivery fee, refund reason, and other information will be seamlessly shared via detailed reports. For our technical partners, we do have CSS refunds available via webhook, which will include the information above.
How do I sign up for Customer Support Solutions?
Here's how you can sign up:
Online Ordering: You are already enrolled in Customer Support Solutions, so no additional steps are needed.
Drive On-Demand: Restaurants should contact their Account Manager to get set up. DoorDash offers comprehensive support with more than 14,000 trained agents across 31 locations, ensuring 100% coverage of customer support calls.
There are no prerequisites for signing up, making it easy for restaurants to access these valuable support services.
Customer Support Solutions FAQ
How does Customer Support Solutions handle refunds and prevent fraud?
Leveraging more than 10 years of expertise to prevent and reduce refund fraud on DoorDash's marketplace app, DoorDash is bringing the same protection to protect your business from refund fraud. DoorDash balances customer satisfaction with fraud prevention ensuring legitimate requests are processed smoothly while minimizing fraudulent claims. This protects your business from losses and enhances customer trust. To learn more about our process, head to How to Understand Error Charges and Dispute a DoorDash Charge.
How does Customer Support Solutions integrate with my existing operations?
Customer Support Solutions allows your team to focus on live service instead of customer support calls. If you are leveraging our refund report, you will need to spend a short amount of time at the end of the day to issue refunds to eligible customers.
When are you charged for a refund?
There are cases when merchants are deemed responsible for a refund. This could include cases such as when an item is missing or when the prep time was too long, resulting in the order being delivered late. In these cases, DoorDash does not cover the refund. If you have questions about what refunds DoorDash will cover and which you will need to pay, please reach out to your account manager.
Where can I view refunds on my financial reports?
These are defined as “adjustments.” To see all your refunds on your financial reports, head over to How to Understand Your DoorDash Payout and Monthly Statement.
What are prerequisites to apply?
There are no prerequisites to apply.
DoorDash Customer Support Solutions allows you to manage delivery-related inquiries, ensuring customer satisfaction. By leveraging specialized support and advanced fraud prevention, your restaurant can focus on delivering great service while minimizing potential losses.
Want to learn how to manage customer feedback? Learn how in How to Manage DoorDash Customer Reviews on the Merchant Portal.
