DoorDash vs Grubhub Refund Process

DoorDash

• Missing or incorrect items can be reported in the app or on the website; resolution may include a credit, refund, or redelivery (when available).
• If you received the wrong order entirely, report it as "Order never arrived".
• Grocery orders with a Quality Guarantee banner: report a qualifying issue within 24 hours of receiving the order for a refund or credit up to the amount paid for the item.
• Decisions to provide refunds or credits are at DoorDash's sole discretion.

Grubhub

• Grubhub may offer credits or refunds on a case-by-case basis for errors with order or charged amounts
• Grubhub may issue a refund when issues are within the restaurant's control
• Customer reports an issue that Grubhub support teams evaluate
• Payments are final and non-refundable unless otherwise determined by Grubhub

DoorDash

• Open the DoorDash app and select the order from Orders
• Tap "Help"
• Under "Order Issues", select the issue that applies (for example, "Missing or incorrect items")
• Follow the prompts on the screen
• Include clear photos of the items received and the receipt to speed up the review
• Check the refund email or Orders > Order History for the refunded amount and issue date

Grubhub

• Check order confirmation email for restaurant phone number
• Call the restaurant to check order status
• If order not received, reach out to Grubhub’s Customer Care team on the Contact Us Page
• If something is wrong with food, reach out to Grubhub’s Customer Care team on the Contact Us Page

DoorDash

• DoorDash credits: applied to the account used for the order, available immediately and applied automatically to your next order
• Refund to your original payment method, shown as a negative charge on your statement

Grubhub

• Credit
• Original payment method (implied)
• Alternative method (for campus stored-value cards)

DoorDash

• Cancel before the restaurant confirms the order and before a Dasher is assigned: full refund
• Restaurant hasn't confirmed but a Dasher is assigned, or restaurant confirmed but no Dasher yet: partial refund
• Restaurant has confirmed and a Dasher is assigned: no refund (for orders that are not late)
• With a partial refund, a pending charge is replaced with a new charge for the updated amount

Grubhub

Not available

DoorDash

• Chat and call support are available 24/7: chat in the DoorDash app or call 855-431-0459
• If more than 10 business days have passed since the date in the refund email, contact support
• Merchants can dispute error charges in the Merchant Portal if the delivery was within the last 14 days

Grubhub

• Grubhub reviews customer refund requests by evaluating various factors when an issue is reported.
• Disputes are generally denied if the merchant did not confirm or fulfill the order, involve non-Grubhub orders, or a prior refund/credit was issued.

DoorDash

• DashPass: if you had a free trial or promotional period, cancelling within the first 48 hours of your first paid subscription period gets a full refund of the DashPass fee.
• Customers with a high rate of refund requests get preemptive warnings; their requests are manually reviewed and denied if suspicious patterns are detected.
• DoorDash asks all customers for photos and comments as evidence and requires them from customers flagged by its systems for certain error types.
• Merchant-caused errors lead to an error charge to the merchant; for late deliveries, no-shows and temperature issues, DoorDash refunds the customer and typically does not charge the merchant.

Grubhub

• Grubhub offers credits or refunds in its sole discretion
• Payments are final and non-refundable unless determined by Grubhub
• Grubhub handles customer transactions; restaurants receive order total minus Grubhub's percentage