06/14/2026
We had a customer complaint, and I want to address it.
Not calling this person out, but explaining what some might not know about door dash. I get it. It can be confusing. My family had our own issues with a local spot getting our order totally wrong, they couldn’t refund us though. We had to contact door dash.
In this case though, it’s a little different. Someone ordered from us and WE DID NOT ACCEPT THE ORDER, and they either did not see the door dash text rejecting it, or it was missed some how. But Here’s a simple explanation how DD works on a restaurants end.
When an order is placed through DoorDash, it comes directly to the restaurant for acceptance. If the restaurant rejects the order, DoorDash is immediately notified and the order is canceled before any food is prepared. The customer is then informed by DoorDash and is typically issued a refund according to DoorDash’s policies. The money NEVER GOES TO THE RESTAURANT WHEN AN ORDER IS REJECTED.
Restaurants may reject an order for several reasons, including being temporarily out of an item, equipment issues, unexpected staffing shortages, closing early, or being unable to fulfill the order accurately. Rejecting an order is usually done to avoid providing a poor experience or sending an incomplete order to the customer.
Thanks to all of our door dash customers! If you have found yourself on the end of a rejected order from any restaurant and still see the charge on your account, reach out directly.
DoorDash Customer Support:
* In the DoorDash app: Go to Orders → Select the Order → Help
* Online: DoorDash Customer Support
* Phone: (855) 431-0459
