DoorDash has improved their Support flow to ensure their merchants and partnered providers are fully supported! Please see below for the best practices to ensure your requests are escalated to the appropriate team in a timely manner.
Inbounds directly from a merchant (preferred):
These should come from the DoorDash Merchant Portal Help Form, which will allow merchants to identify their issue type, give detailed insights into their specific problems, and generate a support case that will reach our POS team. We prefer this method of inbounding, as it allows our systems to already know the store and brand’s information.
Inbounds from our POS providers:
We have added a new flow specific to providers that is now available via our chat feature. You can also reach out by calling 855-973-1040 or using the email submission form. Please see the full details on our Merchant Help Page.
- For new store onboarding, please select "Sign-up and Onboarding" from the dropdown menu and in the descriptions, please indicate that you are a provider reaching out on behalf of a merchant that wants to be onboarded to POS (with all corresponding set up information) so we can prioritize accordingly.
- For live store support, please select "Tablet & Tech Troubleshooting" from the dropdown menu and in the descriptions, please indicate you are a provider reaching out on behalf of a merchant and provide details on the issues you are experiencing (specifically indicating that the store should be live on POS already).
These processes ensure that all inbounds & questions have a case associated with them for our support team. Please feel free to reach out if you have any questions at all!