We are a restaurant in Exton, PA. On Tuesday, August *, ****, we received an order from...
GetHuman-rinosext's customer service issue with DoorDash from August 2018
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We are a restaurant in Exton, PA. On Tuesday, August *, ****, we received an order from DoorDash. The order came from a Doordash customer and that customer paid for the delivery through DoorDash. When the Doordash Dasher arrived, he paid for the order using a DoorDash issued credit*debit card. About ** minutes later, your Doordash customer called our restaurant directly, rather than calling Doordash through whom she place the original order, wanting to know what happened to her french fries. We advised her that the Doordash Dasher had left them on our counter and told her that she would have to contact DoorDash directly to have them come back for her french fires. ** minutes later she called us back and one of our servers answered the phone. It was your DoorDash customer once again. She told the server that she never received her french fries and she wanted the cost of the french fries refunded. She gave our server the credit card number she used to pay Doordash but did not mention during her second phone call that it was a DoorDash order. Our server agreed to refund her the cost of the french fries and told our cashier to do so. Because it was a credit card paid order, the french fries could not be deducted from the credit card without voiding out the entire previous credit*debit charge card transaction and re-entering it minus the cost of the french fries and that is what our cashier did. The problem is that because the order was paid for by DoorDash using their own separate card, our cashier voided out the payment to our restaurant by DoorDash and then re-entered the transaction using the credit card information provided to us by your DoorDash customer. Your customer is now contacting us complaining that she has now been charged twice for the same order, once by DoorDash and once by our restaurant when she called back in. She wants our restaurant to refund the $**.** charge to her. However, because our cashier voided the original payment made by DoorDash when they picked the order up, not realizing that it was a DoorDash order, she in fact voided out the payment made to our restaurant by DoorDash. As a result, we cannot refund the second payment made by your customer until we are paid once again for the order by DoorDash.**In speaking to your customer, I asked her why she called us directly rather than calling DoorDash, through whom she placed the order, when she realized she was missing french fries. She told me that she wanted to, and that she even tried to contact DoorDash about the missing french fries but she became frustrated trying to find, and being unable to find, a number to call DoorDash back. So, she decided to just call us directly. I told her that I felt her frustration given that I tried to call DoorDash myself to address this matter, but was also unable to find a number by which to contact anyone. **Bottom line is your DoorDash customer has now been charged twice for the same order. If we refund the charge we made to your customer, our restaurant we will be without payment of the $**.** cost of the order given that our cashier mistakenly voided DoorDash's payment to us in order to deduct the cost of the french fries that were left on our counter by your Dasher. Had she known that it was a DoorDash order and original payment she would not have voided the original payment and would have told your customer she needed to go back through DoorDash for her refund. But, after speaking to your customer, going back through DoorDash would have only made her more frustrated and angry given that she could not find any way to contact you about her situation.
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