Manage Orders

How to Understand and Dispute Error Charges in the Merchant Portal

Learn why you received a charge, where to find these charges in the Merchant Portal, and more.

13 min read
8/08/2022
Learn how to get a DoorDash Merchant refund.

What you’ll learn

In this course, you’ll learn how to:

  • Learn what error charges are: 1 min

  • Calculate error charges: 1 min

  • View error charges: 1 min

  • Request a DoorDash Merchant refund: 7 min

  • Avoid error charges: 3 min

Why is understanding and disputing charges important?

Depending on the type of issue, DoorDash may charge 25% to 100% of an applicable item's costs, including tax, and subtracting commission paid. Avoiding these errors can improve your customer experience.

What are error charges?

When a customer reports an item from their order as missing, wrong, or incorrect, DoorDash issues a refund and/or credit to customers on your behalf. Depending on the situation, you may be charged a partial or full fee to cover the cost of reimbursement.

How are error charges calculated?

Error charges are deducted directly from merchant payouts and depending on the issue the restaurant may be charged between 25% to 100% of the applicable item costs, including tax, and subtracting commission paid.

Where can I view my error charges?

There are several ways DoorDash restaurants can view error charges:

Insights Hub

1. Click on Insights Hub on the left side of your dashboard.
2. Select Operations Quality and scroll down to the Order Accuracy section.

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3. Once there, select View Error Charges. Next, click on Order Details to see an order’s specifics.

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Reports tab

1. Tap on the Reports tab.
2. Click on Create a Report.
3. Select Financials and Error Charges/Adjustments.
4. Choose if you want an immediate or recurring report, select your timeframe, and click Create Report.

Financial report on error charges and adjustments

Financials tab

1. In the Financials tab, select Order Breakdown.
2. The order ID will have an error charge amount if applicable.

Find order details in the Financials tab

Orders tab

1. In the Orders tab, navigate to the section called History.
2. Search for the order ID.

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How do I get a DoorDash Merchant refund?

If you believe an error is not your fault, and you should not have been charged, you may dispute the error charge in the Merchant Portal. If there are missing, incorrect or wrong order reports that are identified as fraudulent, you will not be charged.

1. In the Merchant Portal, navigate to the Orders section.
2. Here, you'll find orders with a red tag that says “Error Charge”.
3. Click on the Dispute Error Charge button on the bottom right of the screen.

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4. On the next screen, check the items you want to dispute.
5. After you check off the item, a drop-down will appear asking you to select the reason for why you are disputing the charge.

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6. Click the Dispute Error Charge blue button.
7. On the next screen you'll see a yellow tag saying “Error Charge Pending” on both the order and the items.

What are some best practices to avoid error charges?

Here are a few things to keep in mind to avoid error charges:

1. Optimize your menu

Common menu challenges like complex modifiers, inaccurate descriptions, and incorrect photos can cause accuracy errors. A clear, concise menu leaves less room for customer confusion and can reduce accuracy errors by 20% to 50%.

2. Label bags

Whenever possible, bag items together for a single order as errors are reduced when there is one bag that’s clearly with the customer’s name and order number.

3. Check off items on the receipt

Checking off items on the receipt helps ensure that all items have made it into the bag.

4. Create a dedicated space for order prep and bagging

Especially when you’re busy, staying organized can help you fulfill orders quickly and accurately. Some tips include: dedicating space for preparation and bagging of your digital orders, putting items within easy reach, setting up a pick-up rack for dashers.

5. Increase awareness of high-risk items

If there seems to be a consistent issue, you can create signage that alerts your staff of high-risk items needing special attention during assembly and bagging, such as combos, drinks, desserts, and sauces.

Want more orders?

Are you looking for ways to increase orders and build a loyal customer base? Check out our article on How to Increase Order Size and Volume.

Author

Merchant Learning

Merchant Learning