How Do DoorDash Error Charges and Disputes Work?

What are DoorDash error charges?

An error charge may be applied when a customer reports an issue with their order, such as:

• A missing item

• An incorrect item

• An item that arrived in poor condition or didn't meet quality expectations

In these cases, DoorDash may issue a refund or credit to the customer on your behalf. If the issue is determined to be the merchant's responsibility, a partial or full error charge may apply.

You're typically not charged for issues outside your control, such as:

• Late deliveries

• Dasher no-shows

• Temperature issues caused during delivery

How does DoorDash resolve error charges?

DoorDash evaluates each reported issue individually to determine responsibility. The review process includes:

1. Error reported: A customer reports a missing, incorrect, or food quality-related issue

2. Error evaluated: DoorDash reviews the claim based on factors such as error type, photo evidence, order details, and potential customer or Dasher fraud

3. Error charge issued (if applicable): If the issue is determined to be the merchant's responsibility, an error charge may be applied — if not, you won't be charged

4. Opportunity to dispute: If you disagree with the charge, you can submit a dispute in the Merchant Portal

5. Dispute reviewed: Disputes are evaluated on their individual merits, and a decision is typically provided within a few hours in the Merchant Portal

How are error charges calculated?

Error charges are deducted directly from your merchant payouts. Depending on the situation, charges may range from 25% to 100% of the applicable item price plus tax.

• If an individual item is missing or incorrect, the charge typically applies only to that item

• If the wrong order is handed to the Dasher, the charge may be 100% of the order subtotal plus tax, net of commissions

Example: If a $10 menu item is reported as missing, the error charge would be 100% of the item price plus tax, which is refunded to the customer.

Where can I view my error charges?

You can view error charges in the Merchant Portal in two ways.

View error charges in the Financials tab

1. In the Merchant Portal, go to Financials and select Transactions

2. Choose a time period and filter by transaction type Error charge

3. Click an Order ID to view charge details

For added transparency, you may also see customer-level information, such as how long the customer has been on DoorDash and how often they order from your store.

Download error charges using Reports

1. In the Merchant Portal, select Reports

2. Click Create a Report

3. Choose Financial report, then ensure Error charges and adjustments is selected

4. Select your timeframe and choose an immediate or recurring report

5. Click Create Report to download a CSV

How do I dispute an error charge?

If you believe an error charge is incorrect or not your responsibility, you can dispute it in the Merchant Portal. Disputes should be submitted as soon as possible.

1. In the Merchant Portal, go to Financials and select Transactions

2. Filter by transaction type Error charge

3. Click the order number you want to dispute

4. Select Dispute charge

5. Choose the items you want to dispute

6. Select a dispute reason from the dropdown menu

7. Click Dispute error charges

Once submitted, you'll see a "Dispute under review" tag on the order and disputed items. 

How do I know if my dispute was approved?

You can track dispute outcomes directly in the Merchant Portal:

• Go to Financials and select Transactions

• Filter by Error charge

• Approved disputes appear under the Adjustments column

You can also click into the individual order from the Insights Hub or Transactions page.

• Approved disputes show a green "Dispute approved" tag, and the refunded amount is added to your estimated payout

• Denied disputes show a red "Dispute denied" tag

How can I reduce future error charges?

Here are some practical ways to help reduce error charges:

• Optimize your menu: Clear item names, accurate descriptions, and up-to-date photos reduce customer confusion and ordering errors.

• Label bags clearly: When possible, group items into a single bag labeled with the customer's name and order number.

• Check off items during packing: Use printed receipts or kitchen checklists to confirm all items are included before sealing the order.

• Create a dedicated order prep space: Designate a specific area for preparing and bagging digital orders to stay organized during busy periods.

• Flag high-risk items for staff: Draw attention to items commonly missed — such as drinks, sauces, desserts, or combo items — using signage or prep reminders.

How does DoorDash protect merchants from fraud?

DoorDash uses multiple safeguards to help protect merchants from fraudulent or bad-faith refund requests, including:

• Requiring customers to submit photos and comments for certain error types

• Automatically absorbing the cost of errors reported 72 hours or more after delivery

• Flagging customers with unusually high refund-request rates for manual review

• Prompting Dashers at pickup for commonly missed items, such as drinks and condiments

• Monitoring Dasher defect rates and taking action when necessary