Today, DoorDash announced its biggest ever update to its account deactivations process, adding new features and enhancements to continue to deliver fairness to millions of Dashers.
The new changes include:
A streamlined, in-app process to appeal account deactivations
Protecting Dashers from inaccurate claims about orders not being delivered
Faster response time to appeals
“At their core, these important updates are driven by one of our most fundamental principles: fairness,” said Arielle Salomon, Vice President of Customer Experience and Integrity at DoorDash. “Our goal is to ensure that every Dasher who chooses to earn on DoorDash is treated fairly and with the respect they deserve.”
In-app deactivation appeals
We recognize the serious impact losing access to our platform can have, as well as our responsibility to our users to prioritize safety and quality, and it’s why the decision to deactivate a Dasher’s account is never taken lightly. Deactivations are reserved for serious or egregious conduct, such as assault, fraud, or repeatedly failing to complete deliveries. We’ve developed a comprehensive framework to help ensure our rules are clearly explained and fairly enforced, which includes a dedicated process for Dashers to appeal deactivation decisions.
Today, we’re making this process even easier by announcing in-app appeals. Now Dashers will be able to launch an appeal directly in the Dasher app after receiving a deactivation notification. Dashers will also see the status of their appeal in real-time and be notified of the outcome all within the app. This initial version of in-app appeals has been rolled out to 100% of iOS and Android users in the U.S.
Helping protect Dashers from inaccurate claims
The vast majority of DoorDash consumers do the right thing and only request refunds if something has actually gone wrong, like their order not being delivered. However, there may be times when a consumer makes a report that turns out to be inaccurate or even more rarely makes a false report. We already have safeguards in place to prevent inaccurate and false reports and help protect Dashers from being wrongly accused.
As an additional safeguard, we’re launching a new feature that requires consumers to provide a PIN code to receive a delivery in certain situations or if the consumer frequently reports issues with their deliveries. Here’s how it works: a consumer will be shown a 4-digit PIN code in the app and have to share that code with the Dasher at the drop off so they can receive the order. At the drop off, the Dasher will enter the PIN code to ensure it matches. If the consumer cannot provide the PIN code, the Dasher will note the PIN was not provided.
Faster response time to appeals
We’ve also heard from Dashers that the wait to find out the outcome of an appeal can be frustrating and understandably stressful. We want to ensure all appeals are quick and accurate so Dashers can start dashing again sooner. We have invested more resources into our reviews team, and Dashers can now expect to receive a response sooner. Our goal is that the vast majority of Dasher account deactivation appeals are resolved within a few business days.
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While this is an important update to the dashing experience, it will not be the last update. We will continue to listen to the feedback we receive from Dashers and work tirelessly to make dashing even better and more rewarding.
