Caviar customer service number — a professional guide

Where to find the official Caviar support channels

Caviar is a restaurant-focused food-delivery brand that currently operates under the DoorDash corporate umbrella (Caviar was acquired by Square in 2014 and later became part of DoorDash in 2019). The single most reliable place to start for any customer-service action is the official site: https://www.trycaviar.com. The site footer and the account menu in the mobile app always show the up‑to‑date contact links, policy pages, and the Help Center entry points.

Do not rely on third‑party pages or independent blogs for phone numbers: Caviar centralizes support in three primary channels — in‑app Help (fastest for order issues), the web Help Center (detailed policy and case submission), and social support for visibility. For merchant and driver partners there are separate merchant/partner portals; those require authenticated access and are listed behind the “For Restaurants” or “Partner” links on trycaviar.com.

When to call, when to use chat/email

Use the in‑app “Help” or “Orders” flow first for standard order problems (missing items, wrong charge, late delivery). That route automatically attaches the order ID, timestamps, delivery address, and driver details — data agents need to resolve a case quickly. For refunds or simple credits, the in‑app route often yields a resolution or refund decision within 24–72 hours.

Reserve phone contact for urgent safety incidents (food safety, driver behavior, threats) or instances where the order requires immediate on‑the‑spot intervention (e.g., you received alcohol you didn’t order, a medical/allergy risk, or a driver safety emergency). If a direct phone line is offered in your app region it will appear under Help → Contact Support → Call. If no phone option appears, escalate by submitting a “Safety” or “Urgent” ticket in the Help Center and request immediate callback.

Step-by-step to contact and escalate (most efficient path)

• Open the Caviar app (iOS/Android) or go to trycaviar.com and sign in. Navigate to Orders → select the specific order → tap Help. This attaches Order ID, time stamp, subtotal, taxes, fees, delivery fee, and the last 4 digits of the payment method to the ticket automatically.
• Choose the correct category (Missing Item, Incorrect Charge, Food Safety, Driver Concerns). For Missing Item: state SKU and quantity, attach a photo, and request either a partial refund equal to the item price or a full order credit. Typical partial refunds are equal to the menu price plus tax and estimated delivery fee portion; expect processing within 3–7 business days to the original card.
• If immediate action is required and a Call button appears, use it. If no call option is offered, submit the ticket and, within the ticket reply, type “URGENT — request callback” and provide a direct phone number and best times to call. Ask for a case number and the agent’s name for follow-up.

How to prepare before you call or write

Have this information ready to speed resolution: full order ID (example format: ORD-20250901-12345), exact delivery address and any apartment/suite numbers, timestamp of order placement and delivery attempts, itemized list of missing or incorrect items, the last four digits of the payment card, and 1–3 clear photos (order packaging, receipt, missing/mislabeled item). If you were in contact with the driver, note the driver name and car description shown in the app.

For disputes about charges, note the transaction posting date on your bank statement, the exact amount charged, and whether any interim refunds already posted. Typical refund posting windows are 3–7 business days for debit/credit cards and up to one billing cycle for some banks; keep screenshots of the refund confirmation email or in‑app message as proof.

Templates, scripts and what to say

• Phone script (concise): “Hello — my name is [Full Name], Order ID [ORD-XXXXXXXX]. Delivered at [HH:MM] to [address]. Missing [item name(s)], order total $[amount]. I’ve attached photos in the ticket. I request a refund/credit of $[item price] and a case number for escalation.” Pause for confirmation and write down the agent’s name and case number.
• Email/in‑app message template: “Order ID: [ORD-XXXXXXXX] — Placed [date/time] — Problem: [concise explanation]. Attached: [photo filenames]. Requested resolution: [refund amount / credit / replacement]. Contact phone: [number]. Please respond with case number and expected resolution time.” Use this template to ensure the agent has all decision‑making facts in one message.

Resolution timelines, refunds and escalations

Standard resolution windows: simple credits and refunds are commonly approved within 24–72 hours and posted within 3–7 business days; more complex investigations (driver behavior, liability disputes, fraud) can take 7–14 business days. Always request a case number and the agent’s direct escalation path (supervisor or escalation queue) if you don’t receive a resolution within the quoted timeframe.

If a resolution is not satisfactory, escalate to DoorDash corporate channels that manage Caviar operations via the DoorDash Help Center (accessible from the Caviar help pages) and, if necessary, file a dispute with your card issuer. Card issuer chargeback windows vary (typically 60–120 days), so preserve all correspondence and photos and request a written final decision from Caviar support to submit to your bank if needed.

For restaurants, couriers and partners

Restaurant and courier issues use separate merchant portals and dedicated support queues; log into your merchant dashboard (link provided in your onboarding email or from trycaviar.com under “For Restaurants”) and open a merchant support ticket for payout, menu, or scheduling issues. Typical payout settlement periods in marketplace models are 2–7 business days depending on your contract; check your merchant agreement for exact timing and fee structure.

If you do not have portal access or cannot resolve a payout discrepancy, collect your weekly settlement reports, bank deposit IDs, and the affected order IDs before contacting merchant support. Escalations that involve contract or compliance matters may require written statements and signed documentation and typically take 7–21 business days to close.