Doordash picked up order placed on our website thru square. Never delivered. Who is responsible?

[The7onWalnut]

We had a big order placed thru our website for delivery (I have since turned delivery option off since this seems to be a problematic loophole/error). Doordash driver came and picked it up. He claims he dropped it off. Customer claims it never arrived. Customer is a regular. Customer has no number to contact besides our store (since it was placed on our website and thru door dashes "Drive" program). I contact door dash and they say its not their responsibility. I contact square and they say it's door dashes problem. 

Doordash claims they have refunded the charges but that doesn't make sense as they technically have nothing to refund since the customer used square for the purchase.

Is there anything I can do? It sounds like this is a major loophole where the driver can pick up the order and claim to have delivered it and there is nothing door dash/square will do about it other than blaming the other.

[Donnie-M]

@The7onWalnut Here is the link to the FAQ that has the best info:

https://squareup.com/help/us/en/article/7436-on-demand-delivery-with-square-online-faq 

But you will submit a claim on the driver and Door Dash will do a refund (the refund will not show up in your daily sales, it is weird, I think it shows up in your deposit report, I will have to look it up again.  The refund can take 30 days for your business, but I have had this happen and it is generally the driver messed up, ate the food, or took it home.  It is one of the problems with on demand delivery.  I make it right with the customer, for my business.

[The7onWalnut]

Thanks Donnie! I called that door dash number and they claimed they would refund me but I was super confused/doubtful because I don't understand how they will refund an order that they technically never got paid (directly) for. I guess I will see it in my deposit report-so thanks!

And yes I refunded the customer but am done doing the on demand deliveries.