The company hopes enforcing a PIN will help protect drivers from inaccurate claims about orders, a situation local TV station KRON referred to as “delivery cheats.”
DoorDash noted “the vast majority of customers” do the right thing, but also that some users file false reports claiming their meals did not arrive or had missing elements.
“There may be times when a consumer makes a report that turns out to be inaccurate or, even more rarely, makes a false report,” the company said in a statement to The U.S. Sun.
That’s where PINs come in.
Customers will be given a PIN to read to a delivery person. The person will put the number in, confirm the delivery, and be on their way.
However, not everyone will have to share a PIN with delivery drivers.
The company said PINs will only be necessary in “certain situations” or “if the consumer frequently reports issues with their deliveries.”
“At their core, these important updates are driven by one of our most fundamental principles: fairness,” said Arielle Salomon, vice president of customer experience and integrity.
“Our goal is to ensure that every Dasher who chooses to earn on DoorDash is treated fairly and with the respect they deserve.”
Under a Facebook post about the new change, one customer shared that her son had been a victim of a false delivery report.
“People did this to my son saying they didn’t get their food and both times he went back and confronted them,” the mother commented.
Another Facebook user replied, praising the son’s actions.
“Good. Life advice for people…never ever mess with people that handle your food,” she said.
Other readers supported the change, aside from one commenter who wrote, “No more free food.”
The big change comes after some customers have complained about the company’s response to orders being stolen.
DoorDash has rolled out a new policy to help fight against false delivery claims.
How it works:
A Customer is given a PIN (4 digit code) to hand off to a Dasher upon delivery
The Dasher then inputs the PIN to complete their delivery
DoorDash said of the new program:
“The vast majority of DoorDash consumers do the right thing and only request refunds if something has actually gone wrong, like their order not being delivered. However, there may be times when a consumer makes a report that turns out to be inaccurate or even more rarely makes a false report. We already have safeguards in place to prevent inaccurate and false reports and help protect Dashers from being wrongly accused.
“As an additional safeguard, we’re launching a new feature that requires consumers to provide a PIN code to receive a delivery in certain situations or if the consumer frequently reports issues with their deliveries. Here’s how it works: a consumer will be shown a 4-digit PIN code in the app and have to share that code with the Dasher at the drop off so they can receive the order. At the drop off, the Dasher will enter the PIN code to ensure it matches. If the consumer cannot provide the PIN code, the Dasher will note the PIN was not provided.”
“This is why I was reluctant to go with @DoorDash,” the customer wrote.
“Place an order, pay, get it, but it’s missing an item. Double-check the bag and the receipt. No worries mistakes happen.
“Reach out to get a replacement but they offer a refund. OK, except they don’t offer the full amount and when I try to chat with customer support the first person just ignores me and ends the chat.”
The customer service agent did not seem to help, according to the customer.
“The second person says they can’t do anything but they’ll forward on a case to be reviewed and then I should be contacted in an hour or so,” the customer wrote.
“Why is it so hard to just refund the amount of the item?!
“Why do it through rude support people and then an ‘investigation’ for the full amount.”
DoorDash also announced this week a new in-app process to appeal account deactivations.
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