Doordash integration

[AndyClarity]

We just integrated Doordash with square and are having this issue. I have multiple different restaurants and they all get the same problem. We get this email and it turns off doordash ordering. When I go to the doordash portal I see many cancelled orders because of this. I have gone through everything possible with doordash so they're asking that I see what we can do on the square side.  Here's the email we get: 

"This is an automated email to notify you that your store, Morty's Cafe (E Saint George Blvd), has been temporarily deactivated on DoorDash.

Reason: Automated Temporary Deactivation due to High Avoidable and/or POS Cancellation Rate
Details:
        We have paused your store to help preserve our mutual customers’ experience because your Avoidable and/or Point-of-Sale (POS) Cancellations rate has recently increased today. While paused, your store won’t receive any new DoorDash orders....."

So far we've just tried re-integrating with doordash. I'm not sure if that works and if it does it's temporary. 

Any help would be appreciated!!

[JJ_]

Hello there @AndyClarity

This is the first time I hear something like this happening. Did Doordash offer any insight on why this happening or any specifics of what to ask us in regards to this situation? Per their message it seems as if orders were getting cancelled but they are not being clear wether it is on our end or a different factor.

The best course of action that you could take here is ask Doordash what exactly is causing this automated deactivation and once you have that information get in touch with our Square Online support team for them to investigate. 

[Chrishawaii3619]

I have the same problem, too.  That happens in two of my locations.  Talk to Square support they told me to disconnect DoorDash app on the Square Dashboard and then click the integration tab in DoorDash website (login to DoorDash as a merchant) again to connect the app.  DoorDash app will show up again in Square.  It works fine after the process but then the same problem happened again in a few days.  I had to do the whole process again.  Call DoorDash, they said it’s the connection issue from Square.  They said the problem is not on their side.  Call Square support again, they said the problem is from DoorDash side.

The integration seems to be a very good idea but we’re gonna lose more customers if this issue happens randomly.

Thanks 

chris

[Chrishawaii3619]

Hi @AndyClarity 

Do you still use the DoorDash Square integration?

I called Square support today and got transferred for many times.  It last almost an hour and I couldn’t find a solution.

[Bullet650]

Same issue here. Shuttled multiple times between doordash and square support but of no help.

[JJ_]

I am sorry to hear about this experience @Bullet650.

It's a bit complicated for our team to troubleshoot integrations with third-party providers. I know that you have been sent back and forth from Square to Doordash, however, I would recommend that you request Doordash to inform you exactly they got to the conclusion this was Square's responsibility, If they cannot answer this then I recommend to get this matter escalated and hope that they are able to provide a solution taking this path.

[sulphurccc]

I have the same issue now.  Doordash blames Square, Square blames Doordash.  3 hours on the phone back and forth; disconnect, reconnect and two days later, still not working.  I tested it myself and it tells me my order "was cancelled because we were unable to process the order with the store.  Doordash says Square isn't processing the order, Square says everything is okay on their side.  Beyond frustrated.

[Prestostrangeo]

Exact same situation, door dash blames square. Square blames door dash… neither are helpful, hundreds of dollars lost and hours of time!   What is the solution? How can neither company know?

[Chrishawaii3619]

I think there are still problems with the integration.  The integration messed up my menu on DoorDash and Square and took me a while for everything to go back to normal.   Stop wasting your time.  I’d just buy a new Bluetooth printer for the DoorDash tablet.  It works great for me now.

[Prestostrangeo]

going to try adding a printer, what did you end up using? although it's not a print issue, Mayne it's related. my orders are just being canceled whenever someone tries to order a specific item. 

[sulphurccc]

Too many hours were wasted trying to get this to work. I just gave up and cancelled my DoorDash. The back and forth was too much.

[Chrishawaii3619]

I use a Star Tsp 100III now.

My main reason for the integration was for printing out the order from Sqaure USB printer but it got canceled so many times.  The added printer does a good job on printing out a clear order and it helps a lot.