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How to Refund Orders

How Merchants can issue full or partial refunds for eligible pickup and delivery orders directly in the Merchant Portal or on your DoorDash Tablet.

Mar 18, 2026
4 min read
Mx Learning Center (US/CA) - How to Refund Online Ordering Orders in the Merchant Portal

How do I refund an order in the Merchant Portal?

Mx - Portal - Order Info

  1. Log in to the Merchant Portal and select the Orders tab

  2. Open the order you wish to refund and click Issue refund

  3. Decide if you are refunding your customer for the entire order, or just specific items

  4. Click Confirm refund. We process the refund immediately. Your customer will receive an email notification and their refund will be received within 5-7 business days

Mx - Portal - Confirm Refund

How do I refund an order on the DoorDash Tablet?

Mx - Tablet - Issue with Order

  1. Open your DoorDash Tablet and locate the order in Order History

  2. Select Issue with order on bottom left

  3. Choose whether to refund the entire order or specific items

  4. Select Send Refund — the refund is processed immediately, and the customer is notified by email

Mx - Tablet - Refund Item

What types of orders can I refund?

Merchants can refund pickup orders and delivery orders for missing or incorrect items placed through Online Ordering. This includes:

  • The full order or individual items

  • A specific dollar amount

  • All or part of the tip

You can't refund: 

  • More than the total amount the customer paid

  • Any Marketplace orders — these are handled by DoorDash Merchant Support through the app or website

How long do I have to refund an order?

All refunds need to be requested within seven days of the order being placed (self-serve eligibility). Once refunds are placed, merchants are required to reimburse customers within seven days.

Can I issue more than one refund?

No. Merchants can only issue one self-serve refund per order. For additional refunds, contact Merchant Support.

How do I confirm a refund was issued?

You can confirm a refund in the Order Details panel. When a refund is issued:

  • The order will show a Refunded to Customer tag

  • The exact refunded amount will appear in the order breakdown

Taxes on processed refunds don't need to be calculated manually — the system automatically adjusts tax based on the refunded amount.

How can I track refunded amounts?

You can view refunded totals in the Merchant Portal, under Error Charges/Customer Refund ID:

  1. Log in to the Merchant Portal

  2. Select Orders, then All Orders

  3. Go to Order History and review the Error Charges/Customer Refund ID column  

Need more help?

If you still have questions or need to issue an additional refund, reach out to our Merchant Support team.

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Frequently asked questions

As of March 2023, you can refund Storefront pickup and missing and incorrect items for delivery orders. For delivery orders, customers can also call our Delivery Support phone number (855-222-8111), which is provided in their confirmation email and text, to request a refund.

You can request a refund within 7 days of the order being placed.

You can refund Storefront pickup or delivery orders that have not been canceled. Refunds can be refunded for the full or partial amounts of individual items, plus any tips that were added to the order.

Yes, you are able to choose what percentage of the tip you would like to refund.

No, you can only refund a customer once via the self-serve refunds tool. To issue any additional refunds please reach out to mxpsupport@doordash.com.

Yes, you are able to issue a partial refund for an item by entering a specific dollar amount in the refunds tool.

Yes, you can refund an individual item from an order.

Yes, you can refund an entire pickup order via the Merchant Portal instead of trying to cancel an order.

You can confirm a refund in the Order Details panel. When a refund is issued:

  • The order will show a Refunded to Customer tag

  • The exact refunded amount will appear in the order breakdown

Taxes on processed refunds don't need to be calculated manually — the system automatically adjusts tax based on the refunded amount.

You only need to refund the pre-tax amount charged to the customer. The refunds tool will automatically determine how much tax to refund based on the amount refunded. 

You can view refunded totals in the Merchant Portal, under Error Charges/Customer Refund ID:

  1. Log in to the Merchant Portal

  2. Select Orders, then All Orders

  3. Go to Order History and review the Error Charges/Customer Refund ID column  

Your customer will receive an email stating that a refund has been issued by your restaurant with the restaurant name and total amount. Typically, they will see a reimbursement within 5-7 business days.

You have 30 days from the order date to issue a refund to your customer.

No,  you are only able to issue a refund up to the total amount paid by the customer.