Dashers who consistently fail to deliver orders can face severe consequences, primarily deactivation from the DoorDash platform, often due to what are termed "Never Delivered violations." This means a Dasher will no longer be able to accept delivery requests or earn income through the app.
Understanding "Never Delivered" Violations
A "Never Delivered" violation occurs when a customer reports that they did not receive their order, even though the Dasher marked it as delivered. DoorDash's system tracks these instances, and a pattern or significant number of such reports against a Dasher can trigger a review leading to account deactivation. This system is in place to ensure customer satisfaction and maintain the integrity of the delivery service.
The Consequence: Account Deactivation
The most significant outcome for Dashers with a history of non-deliveries or confirmed "Never Delivered" violations is the deactivation of their DoorDash account. Deactivation means:
- Loss of Earning Opportunity: The Dasher can no longer log in to accept delivery requests, effectively losing their ability to earn through the DoorDash platform.
- Permanent Account Status: While an appeal process exists, deactivation is typically a serious and often permanent consequence if an appeal is unsuccessful.
The Appeal Process for Deactivation
If a Dasher's account is deactivated specifically due to "Never Delivered violations," DoorDash provides a specific channel for appealing the decision. It's crucial for affected Dashers to understand the correct procedure:
- Email Communication is Key: The deactivation email sent to the Dasher will contain detailed instructions and a specific link for submitting an appeal. This email is the primary source of information for initiating the appeal process.
- Exclusive Appeal Method: Appeals for "Never Delivered" violations must be submitted through the dedicated link provided in the deactivation email.
- No Dasher Support Appeals: It is explicitly stated that you cannot appeal a deactivation for "Never Delivered" violations by contacting Dasher Support directly. Any attempts to appeal through standard support channels will be unsuccessful.
To ensure a smooth appeal process, Dashers should:
- Carefully Read the Deactivation Email: Understand the specific reasons for deactivation and the required steps for appeal.
- Gather Evidence: If you believe the deactivation was an error, compile any relevant evidence that proves the delivery was completed (e.g., photo proof, timestamped location data, customer communication).
- Follow the Link: Use only the appeal link provided in the deactivation email to submit your case.
Preventing Deactivation
To avoid "Never Delivered" violations and potential deactivation, Dashers should always:
- Confirm Delivery Address: Double-check the address and delivery instructions for every order.
- Take Photo Evidence: For "Leave at Door" deliveries, always take a clear photo of the delivered food at the customer's specified location. This serves as undeniable proof of delivery.
- Communicate with Customers: If there are any issues locating the address or contacting the customer, communicate promptly through the app.
- Ensure Hand-off Confirmation: For "Hand it to Me" orders, ensure you pass the order directly to the customer or their designated recipient.
By adhering to these best practices, Dashers can significantly reduce the risk of "Never Delivered" violations and maintain their active status on the DoorDash platform.
