What is Flexible Fulfillment?
Flexible Fulfillment allows Self-Delivery merchants to automatically assign delivery orders to either their own drivers or DoorDash Dashers based on predefined rules or real-time needs.
Order assignment is controlled through:
Rule-based logic (time of day and/or delivery distance), or
A manual toggle on the DoorDash tablet
How can I use Flexible Fulfillment rule-based logic?
You can set simple rules based on Time of Day, Delivery Distance, or both in order to automatically assign incoming orders to either your own delivery fleet or DoorDash Dashers.
Limitations: Flexible Fulfillment is not compatible with a custom delivery radius, and can only be used if your radius is in whole miles. If a merchant has a custom delivery radius, they will not be able to use Flexible Fulfillment.
Time of Day rules
Time of Day rules assign all orders to Dashers during specific times on specific days. You can set different rules for each day and include multiple time windows as needed.
How they're set:
Merchants can set different rules per day. Rules can vary by day and include multiple time ranges. For example:
Mon–Fri: 11 am–3 pm, 8–11 pm
Sat–Sun: 6:30–10 pm
Limitations:
Rules must fall within your store's operating hours on DoorDash
For example, if you have set your store hours in DoorDash to close at 10 pm, you cannot set a rule for DoorDash fulfillment from 10 pm to 12 am
To extend ordering times, update your store hours in the Merchant Portal before creating a rule
Why use Time of Day rules:
Manage delivery volume during peak periods
Reduce staffing strain during high demand or avoid paying for drivers during low-volume hours
Delivery Distance rules
Delivery Distance rules assign orders to Dashers when customers fall within a specified straight-line radius from your store.
How they're set:
Rules must be set as a distance range in whole miles (for example, 5–10 miles)
Distance is measured “as the crow flies,” not by driving route
Straight-line distance may differ significantly from road distance due to geography
Why use delivery distance rules:
Reach customers farther from your store without sending your own drivers long distances
Expand delivery coverage while keeping existing self-delivery operations unchanged
Increase order volume without increasing driver travel time
Limitations:
Delivery distance rules can't be used with custom delivery zones
Flexible Fulfillment requires a straight-line delivery radius in whole miles and isn't compatible with custom zones
Rules must stay within platform distance limits
Using Time of Day and Delivery Distance rules together
It's also possible to set both Time of Day and Delivery Distance rules. When using both rules, the logic functions as follows:
During the specified time windows, all orders are fulfilled by DoorDash and assigned to Dashers. Outside of those time windows, orders that fall within the designated delivery distance radius are also fulfilled by DoorDash.
Setting, updating, or removing rules
Flexible Fulfillment rules can be set, updated, or removed by submitting a request through the Merchant Portal.
Submit the appropriate request form depending on your region:
When submitting a request:
Include your store ID and restaurant details
Clearly specify rule formats
Examples of incomplete and complete submission details:
Time of day
Incomplete: “M–S, 6–close”
Complete: “Mon–Sat, 6 pm–11 pm”
Delivery distance
Incomplete: “8+ miles”
Complete: “5–10 miles”
Rule requests typically take 24–72 business hours to process. You'll receive a confirmation email once changes are complete. If you need confirmation on which rules are in place or you're noticing issues with your rules, you can reach out to Merchant Support.
How do I use the Flexible Fulfillment toggle?
For merchants using a DoorDash tablet, Flexible Fulfillment also includes a manual toggle that lets you switch delivery assignments in real time.
This is useful for unexpected situations, such as a driver calling out sick.
How the toggle works
When the toggle is ON
100% of new orders are assigned to Dashers
Orders already assigned cannot be changed
When the toggle is OFF
If no rules exist: orders default to self-delivery
If rules exist: orders follow your time and/or distance rules
How to use the toggle
Availability
Toggle is currently available for tablet-based merchants only
Not yet supported via POS systems
To turn the toggle ON:
Go to Settings
Select Delivery
Toggle Assign all new deliveries to DoorDash ON
A yellow banner will confirm Dashers are being assigned
To turn the toggle OFF:
Return to Settings
Toggle Assign all new deliveries to DoorDash OFF
Note that once an order is assigned to a Dasher through rules or the toggle, it cannot be reassigned. Turning the toggle OFF affects future orders only.
If you're on Self-Delivery but don't see the toggle, you may not have signed the Flexible Fulfillment addendum. Contact Merchant Support or follow the enablement process.
How does Flexible Fulfillment work when a Dasher delivers an order?
You'll see a message in the Order Manager app indicating that a Dasher will deliver the order, and you'll be prompted to select when the order will be ready for pickup
You'll receive a notification when a Dasher is being assigned to the order
Once a Dasher is assigned, you'll receive another notification when the Dasher arrives and is waiting to pick up the order
After you confirm the order is ready and the Dasher picks it up, you'll receive a delivery confirmation once the order has been delivered, and will also have the option to leave feedback for the Dasher
Where can I see if a Flexible Fulfillment fee was charged?
If an order is delivered by a Dasher, the fulfillment fee appears in:
The Orders tab, or
The Finance tab of the Merchant Portal
For more help with Flexible Fulfillment reach out to Merchant Support.
