Requesting a new driver for On-Demand Doordash Delivery

[pomellaoakland]

We use Square Online's On-Demand Delivery feature.  We frequently have issues with drivers not delivering orders.  In these cases, we are unable to get another Dasher because our orders are "closed."  We need to call Square to reissue the order which takes a lot of time away from our team helping customers who are there in person, AND it extends the wait time for the customer who placed the delivery order in the first place.  (They are still waiting for their order while our team is on hold with Square).

This is a terrible system and causes us to waste so much time everyday and creates lots of upset customers.  Toast allows merchants to push an "invoice" button and merchants can click it and request another driver while Doordash resolves the issue on their own.  I'm not sure what Toast does differently, but we are wondering if there's a way that we can be setup similarly so we can request a new driver using our Dashboard, not having to call Square and wait to get this resolved.

TLDR: We need to be able to request another driver for an undelivered on-demand order from our Square Online site using our Dashboard.  

Thank you for your help!

[Goldneye]

HI, the original order was completed and closed, Square has done their part for the transaction.  For driver(s) non-performing is DoorDash.  DD will get all the information, will resubmit the order and send another driver.  DD Merchant Support in your Merchant Portal.  You need Order ID and description of what happened.

I use DD for my personal meals everyday.  I have experienced many mishaps regarding my order.  DD is responsible for their employees.  DD is responsible for replacement of the order, refund or credit.

[pomellaoakland]

@MayaP Any feedback on this question?  We know this is possible with Toast.  Is there a way to make this possible with Square?  Thank you for your help!

[MayaP]

Hi @pomellaoakland,

Thanks for providing that information and insight. At this moment this would be feature request. 

However, in the event a seller has an order where the courier doesn't deliver, they can reach out to DoorDash directly.

Within each Order in the details section, there will be a contact number for DoorDash (855) 599-7066 as well as a delivery ID for each order. DoorDash should be able to dispatch a new driver fairly quickly. Though not as efficient as a button, likely less time consuming than what you are doing now.

I certainly understand the need to have this feature, and think it is great idea. I recommend you submit a Feature Request here. This will help our product team get visibility and track other Sellers’ interest in your request.

Important: When submitting a request, make sure to include the desired feature, and provide the details of how this feature will help your business succeed (how would you use it and what you expect from it).

[pomellaoakland]

Hey Maya,

Thanks for the info.  Unfortunately, this isn't exactly how it works.  This is what happens:

1) Customer places order via our ecommerce site & chooses on demand delivery

2) DD driver picks up order

3) DD driver marks order as "completed" but never delivers the order

4) We call DD, but because the driver has picked up the order and marked it as "Completed", Doordash is not able to send another driver.  The only way they will do so is if an entirely new order is placed within Square.

In these cases, we really need the ability to have a new driver come pick up the order WITHOUT having to place a 2nd order within Square.

Does this make sense?

[MayaP]

Oh wow, that makes sense @pomellaoakland. 

That is huge inconvenience! I am so sorry. 

Let me dig a little further here.

Thank you!

[pomellaoakland]

Thanks so much for looking into it @MayaP !

[MayaP]

Thanks for your patience @pomellaoakland.

The underlying ask here is a feature request.

Today, if an order is picked up but not delivered, all you can do is request a refund from the courier network (see faq). There is no way to place a “re-order” on behalf of the buyer. A new order must be placed.

If the courier cancels PRIOR to picking up the order, both Doordash and Uber have systems in place that automatically dispatch another driver to the restaurant. Sellers are instructed (per the FAQ) to contact the courier network via phone in order to ensure that a delivery driver can be sent out.

Please go ahead and submit a request.  That way moving forward we can potentially have this implemented into Square. 

I appreciate you bringing this to our attention, I know this is frustrating because this is not a resolution. But hopefully moving forward we will have this!