DoorDash Deactivation: Reasons Why and How to Get Reactivated

The TRUTH About The DoorDash Deactivation Policy

DoorDash Deactivation: Reasons Why and How to Get Reactivated

Brett Helling is the owner of Ridester.com. He has been a rideshare driver since early 2012, having completed hundreds of trips for companies including Uber, Lyft, and Postmates. In 2014 he acquired Ridester.com to share his experiences with other drivers. His insights are regularly quoted by publications such as Forbes, Vice, CNBC, and more. He is currently working on a book about working in the Gig Economy, expanding his skill set beyond the rideshare niche. Read more about Brett here.

The DoorDash Deactivation Policy: Why Dashers Get Deactivated

DoorDash has a detailed deactivation policy (see it at DoorDash.com) that outlines all the ways that might cause a Dasher to receive a contract warning or lose access to the platform. Here is a summary outlining reasons for deactivation.

  • Ratings drop below 4.2 – Too many low ratings from customers may lead to deactivation
  • Completion rate below 80% – Completion rate = Orders completed/orders accepted. Don’t accept orders you can’t complete!
  • Failure to pass a background check – DoorDash occasionally updates their background screening. If there’s a new criminal or driving record issue, you may be deactivated
  • Marking deliveries complete that weren’t actually completed – Don’t mark it complete if it isn’t. If you can’t complete a delivery, follow the in-app steps to correctly end the delivery
  • Frequent late deliveries – If your deliveries are frequently much later than the estimated delivery time, you risk deactivation
  • Tampering with deliveries or exhibiting unsafe food handling practices – Do not open, eat, or tamper with a delivery
  • Manipulating promotions and referrals – Using promotions in a way that is fraudulent may cause deactivation
  • Red card abuse – Don’t use the red card for anything other than active deliveries
  • Scraping, unauthorized app access – Scraping data or circumventing security features is not allowed
  • Unsafe driving, biking, or scooting – DoorDash may evaluate customer reports or new accidents on your record
  • Inappropriate contact with customers or restaurants – Don’t make any unwanted personal contact with customers. Don’t disclose the personal information of your customers or restaurants online, and don’t harass customers/restaurant workers
  • Disclosing personal information – Do not share personal information of customers or restaurant workers online
  • doordash deactivation policy

    You won’t be surprised that these violations of the rules will lead to deactivation.

  • Use of alcohol or drugs while on the platform
  • Violence, abusive language to customers, restaurants, or customer support
  • Discrimination or customer harassment
  • Unsafe driving
  • Violating the law or using the app for criminal activity
  • A DoorDash contract violation is a notice on your account when you are accused of activities that go against the deactivation policy. The contract violation will appear in the ratings area of the app.

    To get a contract violation removed, contact DoorDash and let them know your side of the story. It’s helpful if you have photo evidence to support you.

    DoorDash does not state exactly how many contract violations will lead to deactivation. That decision is handled on a case by case basis. You may be able to avoid deactivation with one or two ‘item was never received’ violations, but just one serious violation could lead to immediate deactivation.

    doordash deactivation policy

    doordash deactivation policy

    DoorDash will let you know that you’ve been deactivated in two ways: An in-app notification, and an email.

    The notification will state that you’ve been deactivated, and typically the email will include a reason for the deactivation and instructions for appeal, if an appeal is possible.

    Although deactivations can come without warning, DoorDash at least tells you the reason for deactivation. Other platforms (such as Uber) make it a lot harder to figure out why you were deactivated.

    DoorDash will provide instructions on how to appeal in the initial deactivation email.

    DoorDash claims that the appeals process does not apply if the deactivation was due to ‘objective’ measures like customer rating or completion rate. The logic is that a calculation such as customer rating is less disputable than an incident with a customer.

    The deactivation notice will include a link to an appeal form. The form will ask you to provide relevant information about the reason for deactivation.

    Closely follow the instructions, fill out the forms, and include any relevant photos or proof. Then wait. You should hear back from DoorDash within a few days.

    Contacting support via live chat or phone, tweeting DoorDash, and other forms of contact are not the best way to go about the appeals process. Stick to the appeals form.

    As is stated in the deactivation policy, DoorDash doesn’t allow you to make a formal appeal if your deactivation is due to low ratings and low completion rates.

    You can try pleading your case to DoorDash through other contact methods, but there is very little evidence of Dashers successfully overturning these deactivations. Try another delivery app.

    Complete the appeals form quickly – Don’t drag out the process by waiting. The longer you wait, the more you’ll forget about the incident.

    Only include relevant details. Be concise – It might be tempting to tell a long, detailed story, but DoorDash is more likely to understand your point of view if you edit your story down to only the essential details.

    Use screen caps and photos as proof – Have a photo proving you completed a delivery? Don’t forget to include it.

    Don’t lash out, don’t be rude – Don’t use your appeal as opportunity to vent. Your goal is to get reactivated, not to get one over on the customer or DoorDash. Support agents are more likely to be on your side if you stay polite.

    doordash deactivation policy

    This Dasher on Reddit shared a reactivation story that shows what it’s like when DoorDash chooses to accept your appeal and reactivate your account.

    There’s a lot that you can do to keep your account in good standing and avoid deactivation.

    Be selective about orders you accept – Low completion rate is a common reason for deactivation, so try not to accept orders you can’t complete.

    Have you noticed that you regularly unassigned from a certain restaurant that takes forever to complete order, like these 3 restaurants that Dashers hate? Don’t accept orders from those restaurants. A low acceptance rate won’t lead to deactivation, so feel free to decline orders that won’t work out for you.

    Avoid false reports by taking pictures of deliveries – Unfortunately dishonest customers try to save money by claiming that orders never arrived even when they did. Protect yourself by taking a photo of the order with the house number in frame. This is especially easy now that no-contact delivery is the norm.

    Do your best to provide great customer service – The DoorDash ratings system may feel unfair, but you have to do all you can to keep your ratings higher than 4.2. Follow all order notes. Communicate with the customer and update them if there is a delay. Don’t get angry or frustrated with a customer if you can avoid it.

    Contact support when things goes wrong – Many technical and logistical issues can be solved by Dasher support. By contacting support, you’re leaving a paper trail and making a great case for yourself that you were proactive and did everything you could to make a problematic delivery work.

    Don’t multi app, or multi app carefully – It’s tempting to try to maximize earnings by driving for more than one app at the same time, but extra apps add extra complications that may lead to low completion rate, late deliveries, and low customer ratings. If you do decide to multi app, only accept orders that perfectly fit in with your current DoorDash order.

    Try not to let rude customers and restaurants get to you – Dashers run into so many frustrating situations that are often caused by rude customers and restaurant workers. Keep your cool. Lashing out isn’t worth it! People are quick to report any sort of confrontation, and it can often lead to deactivation.

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