Jasmine Jocelynn on LinkedIn: Tony Xu I have an issue that you as the co founder of DoorDash should know… (2024)

As a follow up to my previous post, this is the criminal side to DoorDash which is the equivalent to shoplifting by the customer and sanctioned by the platform. The customer claims something is missing. I can document that it’s not. There is no option to self dispute; I’ve evidently used my maximum number of self disputes available (but they encourage me to anyways). DoorDash can’t tell you what’s missing, but they credit the customer 25% of the order. I’m paying 30% commission for my order so it’s not like I’m rolling in profit here. Further, I can block a bad dasher from coming back but I cannot ban a bad customer. The prudent thing to do is shut off the channel. But, it brings me in a substantial amount of business and DoorDash knows that. Last year I spoke with an operations guy with 21 Taco Bell restaurants. They did something like $2 million a month with DoorDash, and had $100K a month in in food theft refunds facilitated by 3rd party delivery channels. Yes, they made mistakes but if one burrito was bad, DD would refund the entire order, not the individual item. I guess I’m lucky in that what my customers are claiming is missing is only resulting in a 25% discount on their meal instead of losing the entire sale. But, even with Voosh and video AI of order inspection like Gritsee, if DoorDash won’t accept proof of completeness and won’t allow self disputing, the tools won’t help. There needs to be accountability and a fair resolution with these companies; they can’t ask us to give them market prices for menus and no markups, when they are marking our orders down to suit themselves. What does anyone else see as a percentage of their DD/UE/GH refunds to customers? Less than 2% More? And how do you counteract that yourselves?Sydney Sivils Shawn P. Walchef Gregg Majewski Carl Orsbourn Marsha Edmands #foodtheft #restaurantoperations #3rdparty #pizza

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It's not an interesting tactic - to me, it's a threat.I always thought a tip was earned - it was based on the level of service provided. Really bad service = no tip. Bad service = low tip. Good service = standard tip. Great service = high tip. If it's now part of the meal cost, add it in at the start and show it.But, you see, you need to GET the service before you can RATE the service. Doordash is telling you that you tip now, or pay later.Pay in bad service - and this is not how it's supposed to work.Instead, allow for the patron to add the tip once the order arrives (a quick note comes once the order arrives allowing for them to then add the tip) - a quick tap on a screen. But threatening the patron with bad service if they don't pay, to me, goes against what a tip is supposed to be.https://lnkd.in/d_URApJQ

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Tips on Tipping: DoorDash tests warnings for those who want to skip the tip.I had to do a double-take on this one. The delivery dilemma continues“Orders with no tip might take longer to get delivered —are you sure you want to continue?” The note goes on: “Dashers can pick and choose which orders they want to do. Orders that take longer to be accepted by Dashers tend to result in a slower delivery.”Tipping is a hot topic, so we decided to dig into it. From my recent survey conducted last week:Among those who left a tip on their last restaurant visit, all channels:57% Voluntarily did32% Somewhat voluntary, somewhat obligated to12% Felt obligated toIs DoorDash solving for the minority who don't leave a tip? Will it change people's minds to leave a Dasher tip or change people's minds to order elsewhere? It doesn't feel like a consumer-friendly approach to solving the Delivery Dilemma!What do you think?#restaurant #customerexperience #delivery #tipping #journeybacktojoy

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The DoorDash refund debacle continues. I’ve since learned two things. Actually, more than two things because more things kept coming to mind as I wrote this. 1- Documentation doesn’t matter. Their support channel has zero interest in reviewing it. 2- Disputing the order findings only works twice using the auto dispute mechanism, but support will continue to advise you to use it before opening a support chat. 3- It doesn’t matter if salads don’t come with a meal, they’ll still refund a completely different meal as though they were the salads. The most telling of my conversation with support was their statement that I could not dispute the order and the customer has already been refunded, because *I dispute too many orders*. I wouldn’t need to, if any sense of logic existed here. A missing dip cup is not $5.70 and a Fettuccine Alfredo, which was delivered, is not a salad. Don’t get me wrong, we make mistakes, and we take our lumps and learn from it. But I’ve become very adamant at expo that every order is checked, photographed and documented before it passes through our door, to avoid anything like below. I did get some help from DoorDash when I first posted, but any solution they might be working on is a long ways out in the grand scheme of things, and by then, I’ll have lost enough to put my youngest through college. Some would say to just shut off the channel, that local delivery can fill the void, but after years of working that angle, I can attest that it will not; nothing matches the machine of DoorDash, Uber and Grubhub to drive business to you. Change needs to happen from within, as a true restaurant partnership and not that currently exists today. Shawn P. Walchef Sydney Sivils Carl Orsbourn Nancy Luna Chris Munz #thirdpartylogistics #pizzeria

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The abuse about tips has to stop. This online platforms are exploiting workers like never before. Number 1: #tips are not mandatory. They are discretionary. Number 2: the level of tips asked at the checkout is going through the roof. It’s another sales tax, but much bigger! Number 3: With that attitude, DoorDash is finally admitting not paying their employees properly to keep more profits by putting more pressure on customers, who are already under pressure with inflation and paying their food already more, to pay drivers salary. Whaaaat?? 4. DoorDash is already crushing restaurants margins with a outrageous 30% revenue share. Restaurant owners need to wake up: you are not spending money upfront for marketing but what you are getting from these platform do not even cover your production costs!!! You lose money each time you get an order from them. Helloooo??5. You want to support local businesses? #order your food by calling directly the #restaurant , so they keep 100% of their money, and It will be cheaper in gas to pick up food yourself than paying a 15 or 20% (or more) tip. 6. With that politics of asking for tips, the pressure is also on the drivers to try to get as many deliveries as possible. Result is: reckless driving, over speeding and it pits them AND innocent people around at risks on the road.Let’s teach DoorDash a lesson: so far, humanity lived very well without DoorDash , it will continue to be without them. Period.

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Ever wonder, why that delivery ramen costs you an arm and a leg?? 🍜💸To quote Vox, you're hoping for an $18 bowl of ramen, but they slap on those delivery and service fees. DoorDash hits you with a 15% fee, and Uber Eats...well, it’s complicated.And get this: restaurants aren’t partying with these fees either; apps take up to 30% off the top.So, with all these fees, you'd think these delivery giants are just barely scraping by, right? Nope. DoorDash and Uber Eats are making bank, which kinda makes you wonder about all those “struggling to profit” headlines.But here’s the kicker: it’s not all champagne and roses. Customers, restaurant folks, and the delivery drivers are feeling the squeeze. Delivery peeps, facing all sorts of risks, are bringing home less than the minimum wage in some spots. And efforts to bump up their pay in cities like New York and Seattle have had, let’s say, mixed results.In the end, we’re all caught in this wild ride of delivery economics, balancing convenience with the real costs behind that “quick” meal at our door. 🤷♂️

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Hello, Network! 🌍I recently came across a fascinating article on Business Insider that explores the influence of tip size on the speed of your food delivery. Yes, you read that right - your tip might be impacting how quickly your meal arrives at your doorstep! 🚀🍔This piece provides an in-depth look at the various factors that can slow down or speed up your delivery when using platforms like DoorDash. It's certainly food for thought (no pun intended!).Check it out here 👉 https://vist.ly/gmtsAfter reading, I'd love to hear your thoughts on this matter. How do you feel about the possibility that the size of your tip, or whether you tipped at all, could influence the timing of your order? Does this change your perspective on tipping? Share your thoughts in the comments below. Let's open up a discussion!#DoorDash #FoodDelivery #CustomerExperience #TippingEtiquette

I’m advocating for a policy change within DoorDash on behalf of merchants that work with them. My advocating for this runs alongside my conversation with DoorDash and the analysis we’ll do with them using PrepProof in conjunction with Voosh. The issue is that customers, right or wrong, are disputing orders they get and DoorDash, as well as Uber and Grubhub, are giving arbitrary refunds that may exceed the value of the refund item. A good example is an order from a few days ago. Customer claims they’re missing the dipping sauce for their pizza. The value of the dipping sauce is listed in the order - 75¢ but DD gives them $5 for each one. It’s ripe for fraud. If a customer claims they were shorted and does a chargeback or demands a credit with a threat of a chargeback, they go on our No Pie List and we never do business with them again. But they aren’t our customer with DoorDash, and no amount of flyering to get them to convert works consistently to switch them over. If DD wants to limit the amount of work that will go into validating claims, treat it like a chargeback with submission of evidence. Restaurants can automate the process through companies like PrepProof and other QC applications. Or, work with the restaurants to build a fair refund matrix that doesn’t reward a high dollar to a low dollar item. Posting this may shut down this back and forth with support (I hope not, I enjoy arguing with them on their logic), but the desired outcome is transparency and fairness in our relationships with 3rd party platforms. Annette Wong Janice Hu Sydney Sivils Carl Orsbourn Joe Guszkowski Michael Wolf Nancy Luna Shawn P. Walchef Clayton Wood Chris Ruiz Chris Munz Angela Diffly #restaurantbusiness #3rdparty #chargebacks

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That one time I helped my son make $21 in 3 hours doing DoorDash...We live in Durham, NC—so it is not a major city, but it is respectable with a solid food scene. It seemed like a good idea.On his first day out, he made ~ $40 in 2 hours of delivering over a weekday lunch hour. No one is getting rich here, but that's not shabby."Minus the $18 I spent on gas," he told me. Turns out that there's no control over how far the app will send him. He's driving all over Durham County to deliver a $15 meal for a $3 tip.He goes out a few more times with similar results. He's ready to quit after his third run. "It's not worth it," he says. (Translation for us corporates: The juice isn't worth the squeeze.) 🙄 "How about I go out with you tonight? It's Saturday, so there should be more orders, right?"I was skeptical of his skepticism. "Surely there are some inefficiencies that I could help him with," I assumed, grabbing my "Dad Knows Best" t-shirt from my drawer.We're in the car for less than 5 minutes before our first delivery notification. $9 guaranteed, Wing Stop. That's all we can see. We accept because this Wing Stop is only 3 minutes away.I park outside, and my son goes in to grab the food. 10 minutes goes by. Then another 10 minutes. You can only listen to so much Meghan Trainor before you start to wonder..."You okay?" I text. "Order not ready."It was 35 minutes before the food was ready. We race to drop off the food. We've been out for 45 minutes and have technically not made any money yet."Let's go downtown, it's Saturday night, bigger orders, better restaurants," I claim. We park outside the YMCA, smack in the middle of the "hot zone," according to the DD app. 25 minutes go by before we get our next delivery—$4 guaranteed, Moe's. There's nowhere to park outside because there's an event at the performing arts center. I circle, and he waits for the food. 15 minutes.We managed to get one more order at a new Mexican restaurant. $8 tip guaranteed. Again, he waited 30 minutes for the food while I sat in the car with my blinkers on, still listening to Meghan T.After 3 hours, we had banked $21. I was tired and hungry. And truthfully, a little chastened. The only one making any money that night was... DoorDash.I ordered us some dinner (we picked it up) and spent $54. We stopped for gas, and I filled my tank for $32. We're up to (-$65) net earnings on the evening if you're keeping track."No one can make a living like this," my son says for the 324th time. Don't remind me about all the factors going against us—all the other drivers out delivering, how the longer you drive for DD, the higher you are in the priority chain. I get that. I'm sure DD has "optimized" the driver experience to ensure maximum control and margins. It would be nice if they also gave the drivers more control and insight into what they're getting into.Tip your delivery drivers well, people. It's not their fault your food is cold.

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