If you need to request a refund for DoorDash delivery fees or other issues, follow this guide to ensure your request is processed correctly.
Verify Automatic Refund
First, check the order details in the Journeys Dashboard (accessible via the truck icon on the New Order page) to see if the refund was automatically processed.
📌 Note: DoorDash orders can be canceled up until a courier (Dasher) is assigned. After that, delivery fees may apply even if the order is canceled or not completed.
How to Request a Refund
To request a refund, contact the CleanCloud Team with the following information:
CleanCloud Order ID
DoorDash Delivery ID
Order details (delivery date, customer contact)
Reason for the refund request
Once submitted, CleanCloud will escalate your request directly to DoorDash.
ⓘ Important: Refund requests must be submitted within 7 days of the order completion date. DoorDash’s Direct Support Team will review the case and determine if a refund is appropriate. Disputes must also be submitted within 7 days of receiving the initial response.
Refund Matrix
1. Delivery Fee Refund Eligibility
Scenario | Refund Eligibility |
Due to DoorDash System Issue (When Dasher Assigned) | Refunded by DoorDash for order and tip. Contact CleanCloud for arrangements. |
Order Cancelled Due to Store Unpreparedness (When Dasher Assigned) | Refund responsibility lies with the store. |
Late Delivery Due to Dasher Delay Over 30 Minutes | Store responsible for refund (excluding tip). |
Late Delivery Due to Store Delay (Dasher Ready) | Store responsible for order and tip refund. |
Customer Unavailable or Wrong Details | Refund responsibility lies with the customer. |
Order Issues Due to Dasher Error | Refunded by DoorDash for order, tip, and up to $2,000 for lost/damaged items. |
Order Issues Due to Store Error | Store responsible for refund, including lost/damaged items. |
2. Missing or Lost Items Refund Eligibility
If an item is missing or lost, an investigation will be submitted to DoorDash. Provide the same details as above when contacting CleanCloud.
📌 Note: Refunds are capped at $2,000. If the order value exceeds this limit, DoorDash will not consider the refund request. Refund requests must be submitted within 7 days of the order creation date.
Contacting DoorDash Support
Live Order Support: Call 1-855-222-8111.
Provide the following details:
Store Name
Customer Name
Customer Phone Number
DoorDash Delivery ID
For more details, refer to Contacting DoorDash Support.
🛟 Need more help?
Explore our Help Center articles for answers. Contact us for further assistance.