Today, DoorDash announced its biggest update yet to its account deactivation process, adding new features and enhancements to continue providing fairness to millions of Dashers.
The new changes are:
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Simplified in-app process for appealing disabled accounts
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Protect dashers from inaccurate claims of non-delivery of orders
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Faster response times for disputes
“Underpinning these important updates is one of our most fundamental principles: fairness,” said Ariel Salomon. Vice President of Customer Experience and Integrity at DoorDash“Our goal is that every Dasher who chooses to earn money with DoorDash is treated fairly and with the respect they deserve.”
In-app invalidation appeals
We recognize the significant impact of losing access to our platform and our responsibility to our users to prioritize safety and quality, so the decision to disable a Dasher account is not taken lightly. Disabling will only occur in response to severe or egregious behavior, such as assault, fraud, or repeated failure to complete deliveries. We have developed a comprehensive framework to ensure our rules are clearly explained and fairly enforced, including a dedicated process for Dasher to appeal a disabling decision.
Today, we're making this process even easier by announcing in-app appeals. Dasher will be able to initiate an appeal directly within the Dasher app after receiving an invalidation notice. Dasher will also be able to check the status of their appeal in real time and receive notification of the outcome within the app. This initial version of in-app appeals is rolling out to 100% of iOS and Android users in the US.
Protecting Dasher from Inaccurate Billing
The vast majority of DoorDash consumers do the right thing and ask for a refund only if there's an actual problem, like an order not being delivered. But sometimes consumers report things that turn out to be inaccurate or, even more rarely, make false reports. We already have safeguards in place to prevent inaccurate and false reports and to prevent Dashers from being unfairly blamed.
As an added safety measure, we're introducing a new feature that will require consumers to provide a PIN code to receive their delivery in certain circumstances, or if the consumer frequently reports issues with their delivery. Here's how it works: Consumers will be shown a four-digit PIN code in the app and can share that code with Dasher at the time of delivery to pick up their order. At the time of delivery, Dasher will enter the PIN code to verify a match. If the consumer is unable to provide the PIN code, Dasher will record that no PIN was provided.
Faster response times for disputes
We've also heard from Dashers that the wait time to learn the outcome of their appeal can be frustrating and understandably stressful. We want all appeals to be handled quickly and accurately so Dashers can get back to dashing quickly. We've devoted more resources to our review team so Dashers will receive a response sooner. Our goal is for the vast majority of Dasher account disablement appeals to be resolved within a few business days.
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While this is an important update to the Dash experience, it won't be the last: we'll continue to listen to the feedback we receive from Dash players and work tirelessly to make Dash even better and more rewarding.