Customer Experience
What are the two ways to sign up for Doordash?
App & Website
what are the Live Order Top Call Drivers
Order Status Inquiry
Cancel My Order
What are the 3 types of compensation that we offer our Cx for delivery related issues?
Credits, Refunds & Redeliveries
What is Doordash Marketplace Order?
Marketplace is where the cx placed an order directly to Doordash App
What are the compensation option for Drive Order?
Refund & Redelivery
What options can they choose to sign up thru doordash?
Continue with Email
Continue with Google
Continue with Facebook
Continue with Apple
What are the Completed Deliveries Top Call Drivers?
Missing or Incorrect Items
Never Delivered
Poor Food Quality
Why Was My Order Cancelled?
What WFT is used for handling Cx who were previously denied compensation but is still requesting it?
C&R Denied (CX)
Doordash operates within 3 sided marketplace. Who are those?
Consumer, Merchant & Dasher
What's the benefit of Doordash Drive?
Consumers can order directly from the Merchant without being redirected to DoorDash’s platform
What does SOF mean?
Small Order Fulfillment
True or False:
The Missing/Incorrect Item(s) or Order (Cx) WFT will process refunds and redeliveries.
False. You will need to use the Order Resolution Tool in THQ to process refunds or redeliveries.
If the Live Review Queue denies a Cx’s request, they’ll provide you with the outcome and reason for the denial, which you’ll use to inform the Cx of their option to appeal the decision. Are you able to submit the appeal on the Cx’s behalf?
> Yes or No?
Yes
What is Doordash Mission?
Our Mission is to Grow and Empower Local Economies.
What is Doordash Drive Order?
Drive is when the merchant handles the cx pay and ordering using their own app. DD provides the delivery service
What does LOF mean?
Large Order Fulfillment
Yes or no?
If a Consumer eats undercooked chicken and gets sick, does this fall under Poor Food Quality?
NO. This would be a HSL concern.
For this question, you need to focus on correct diagnosis, workflow choice, and next steps.
Consumer Maggie says:
"My card was charged, but my order never went through. I think this is fraud"
Additional details:
* Charge is pending
* Error appeared at checkout
* No completed order in the app
Correct Diagnosis
- Blocked or failed charge
- Temporary authorization, not an unauthorize charge
Correct WFT
- Payment Issues (Cx) WFT
Escalation
>Conditional
- follow WFT guidance
- escalate to Payment Pod only if instructed
Key Teaching Callouts
Common misdiagnosis = treating this as unauthorized
Pending charges often drop automatically
Clear expectation-setting reduces repeat contacts
Sample Consumer Messaging
“What you’re seeing is a temporary authorization from the checkout attempt. These typically drop off automatically, and you won’t be charged if the order didn’t go through.”
What are under New Business Verticals?
Alcohol, Pets, Flowers & Gifts, Pharmacy and Grocery & Convenience
How do Drive Orders differ from Marketplace Orders?
Drive order is when the cx places an order thru the merchants website while marketplace order is when the cx places an order thru the DD app
Receipts for past deliveries can be found in “account”.
False. Receipts for past orders are found in the ‘orders’ tab
Yes or no?
You must use the Order Cart Adjustment (Cx) Workflow Tool first before making changes through the Order Cart Adjustment tool.
Yes! Once the Workflow Tool has instructed you to use the Order Cart Adjustment Tool, you can begin making changes.
For this question, you need to focus on correct diagnosis, workflow choice, and next steps.
Consumer Mary says:
"I don't recognize multiple charges on my card, and I just got emails saying my password was changed. I didn't do that"
She reports:
* Charges she didn't authorize
* Login credential changes she didn't request
* Feeling worried about account security
Correct Diagnosis:
-Primary Issue: Unauthorized charges
-Secondary Issue: Account Takeover (ATO) indicators
Correct WFT
-ATO/Unauthorize Charge (Cx) WFT
Escalation
-Yes, must be escalated.
Sample messaging:
Sample Consumer Messaging
“I understand how concerning this must feel. I’m going to escalate this to a specialized team who can review the activity and help secure your account. They’ll follow up with you directly once they’ve completed their review.”
What are the Doordash Growth Drivers?
#1 Food App
Platform / Drive
New Business Verticals
Global Expansion
How does DoorDash Drive Service works?
Hint: There are 4 steps on the flow
Steps:
1. The Cx places the order directly with the Mx.
2. Mx will fulfill the order and contact DD for a driver.
3. DD will receive the request and assign a Dasher.
The Dx will pick up the order from the Mx and deliver it to the Cx.