ℹ️ Applies to: PSS, Support T1
DoorDash Drive and Uber Direct deliveries that Owner.com sends for online orders. Not marketplace orders.
Related Help Center article: Owner Inbox overview
In this article
Section | What it covers |
🔗 What happens when a provider cancels | The automatic Inbox alert and claim |
🔗 What each claim status means | Who acts at each status |
🔗 File a DoorDash claim | Steps for the DoorDash Slack queue |
🔗 Reimburse an approved claim | Steps for payment specialists |
When DoorDash or Uber Eats cancels a delivery, Owner.com alerts the restaurant in Inbox and opens a claim to get the cost back. You track claims in the Internal Dashboard under Delivery Refund Claims. For a call about a canceled delivery, see Handling Order Refund Requests.
What happens when a provider cancels
Owner.com sends the alert and opens the claim on its own. The restaurant doesn't have to do anything.
The restaurant gets an Inbox thread in the Owner App with the provider name. If the provider sends a reason, it shows too. Example:
DoorDash cancelled this delivery · Driver couldn't complete the deliveryIf the guest also sent a Get Support request about the order, it shows in the same thread.
If the provider was at fault, Owner.com opens a claim for the pre-tax items, the courier tip, and the delivery fee.
Uber Eats: Owner.com files the claim automatically, up to $200.
DoorDash: The claim posts to #3pd-cancellation-refund-requests as Needs filing, and a rep files it by email. There's no cap.
Both providers send their decision back automatically, usually within a few days. The restaurant gets a push notification, and the Inbox thread updates.
⚠️ Owner.com does not refund, cancel, or text the guest when a provider cancels. The restaurant decides how to handle the order, and a guest refund is never automatic.
An approved claim pays Owner.com, not the restaurant. Owner.com then sends the approved amount to the restaurant. On an approved claim, Inbox also shows the restaurant a Refund guest $X button that opens the normal refund screen.
What each claim status means
Each claim in Delivery Refund Claims has a status. The status tells you who acts next.
Status | Restaurant sees in Inbox | Next step | Who acts |
Needs filing | Claim filed, with the amount requested | Email DoorDash, then click Mark filed with DoorDash. | Support rep |
Filed | Claim filed, with the amount requested | Wait. The decision comes back automatically. | No one |
Approved or Partly approved | The approved amount, plus a push notification | Check Salesforce for an earlier payment, pay the restaurant, then click Mark reimbursed. | Payment specialists |
Declined | Claim declined, plus a push notification | Nothing, unless the restaurant calls. If they call, reimburse in Salesforce as usual. | Support rep |
Reimbursed | No change | Nothing. The claim is locked. | No one |
File a DoorDash claim
DoorDash claims can't be filed automatically. A rep files each one from the Slack queue.
⚠️ Before you file, search Salesforce and Intercom for the order ID. If a rep already requested a credit for this order, do not email DoorDash again. [SME VERIFICATION NEEDED: In that case, should you still click Mark filed with DoorDash?]
In #3pd-cancellation-refund-requests, open the claim post and click Internal Dashboard.
Email DoorDash to request the credit. Use the DoorDash template in Request a Credit. [SME VERIFICATION NEEDED: Where to send from when there's no Intercom conversation. Pending the QA decision.]
Click Mark filed with DoorDash.
ℹ️ Note: Marking the claim filed tells other reps it's taken. DoorDash's decision comes back automatically, so you don't need Record approval or Record rejection. [SME VERIFICATION NEEDED]
Reimburse an approved claim
Approved and partly approved claims post to #3pd-cancellation-reimbursements. Payment specialists pay the restaurant from there.
Open the post and note the approved amount and the order ID.
Search Salesforce for the order ID to check for an earlier reimbursement.
If there's no earlier reimbursement, send the approved amount to the restaurant.
In the Internal Dashboard, click Mark reimbursed.
If Salesforce already shows a reimbursement for the order, do not pay again. Click Mark reimbursed so the claim shows as paid.
⚠️ Mark reimbursed only records the payment. It does not send money.
Escalation path
If an Uber Eats claim is more than $200, the claim covers only $200.
If a claim is missing, stuck, or shows the wrong status, contact @cuth with the order ID and the claim link.
Related resources
Internal Reference
Request a Credit | DoorDash & Uber Eats (How-To): the DoorDash email template, and credits for late or missing orders.
Reimbursing a customer in Salesforce (How-To): how to pay the restaurant when a claim is declined.
Troubleshooting
Handling Order Refund Requests (Troubleshooting): what to do when a restaurant or guest calls about a canceled delivery.
Handling 3rd party delivery issues | Orders (Troubleshooting): other driver problems, like late or failed deliveries.