Caviar DoorDash Customer Service: Complete Professional Guide

This guide explains exactly how Caviar orders are supported now that Caviar operates under the DoorDash platform (acquired in 2019), what customers should expect when filing complaints or refund requests, and how restaurants and delivery partners should engage support. The focus is operational: precise steps, timelines, documentation to provide, common fee and refund behavior, and escalation paths. The instructions are actionable and suitable for use as a checklist when you need to resolve an issue quickly and definitively.

All references to websites and support channels below point to DoorDash’s and Caviar’s official resources: help.doordash.com, www.caviar.com (consumer-facing), and the merchant support center (merchant.doordash.com/hc). Follow the in-app process first — it preserves audit trails and usually yields the fastest outcomes.

Background and platform integration

Caviar was founded as a premium food-delivery brand and became part of DoorDash’s portfolio after an acquisition in 2019. Since then Caviar listings have been routed through DoorDash’s consumer and merchant infrastructure: orders, refunds, payouts, and dispute tracking are processed on DoorDash systems. DoorDash’s public filings and help center reflect that Caviar customers use the DoorDash help channels for resolution.

That integration matters for customer service: Caviar-specific branding remains for some high-end restaurants, but support is handled through DoorDash workflows (in-app “Orders > Help”, web help center, social media support). Expect similar SLA and fee structures to DoorDash’s core product (delivery fees that commonly range $0–$10 depending on distance and demand, marketplace service fees typically 5–15%, plus optional gratuity).

How customers should contact support (step-by-step)

Always start in the app or via the Caviar/DoorDash order page. Best-practice steps: (1) Open the DoorDash or Caviar app, (2) tap Orders, (3) select the relevant order, (4) choose Help or Report an Issue, then pick the closest issue type (e.g., Missing items, Cold/Wrong food, Late delivery, Refund). Using the in-app flow attaches the order ID, timestamps and GPS history to the ticket automatically — data agents need this to authorize refunds or credits.

If the in-app flow does not resolve the issue, escalate using these official channels: DoorDash Help Center at https://help.doordash.com; Caviar consumer page at https://www.caviar.com/help; or direct social support by messaging DoorDash on Twitter @DoorDash_Help (direct messages are monitored during business hours). For merchants and drivers there is a merchant/dash partner portal (merchant.doordash.com/hc) for operational disputes.

Information to include when you file a claim

• Order ID (exact numeric code shown in app), order date/time (e.g., 2025-08-15 12:23 PDT), and restaurant name — agents need exact match to pull logs.
• Photos of the delivered food (one wide shot and one close-up), screenshot of the delivery map showing driver route, and any chat transcripts with the driver — helps prove late/incorrect delivery or missing items.
• Payment method last 4 digits, full itemized receipt text (or screenshot) and desired resolution (refund, credit, redelivery). If you seek a refund, specify whether you want a full refund, partial refund (amount $), or a DoorDash credit.

Common issues, likely outcomes and timelines

Typical customer issues are: missing items, wrong items, late delivery, cold/contaminated food, and order never delivered. DoorDash/Caviar in-app support usually offers immediate remedies in three common categories: redelivery (rare for missing items after completion), partial refund, or full refund. For low-value incidents agents will often issue a DoorDash credit immediately; for higher-value claims (orders above $50) they may escalate for manager review.

Timelines: initial in-app responses commonly arrive within 1–24 hours, with many simple refunds issued instantly as credits. Refunds to a credit/debit card are typically processed on the merchant/payment-provider side within 3–7 business days; ACH or bank adjustments may take up to 10 business days. If an issue requires merchant input (e.g., verifying item prep or double-checking prep logs), expect 48–72 hours for resolution.

Tips to speed resolution and avoid chargebacks

Act within 24 hours: open a Help ticket and upload photos immediately. Preserve packaging and items for at least 72 hours in case the merchant or DoorDash requests them for investigation. Use concise, factual language in the description: include exactly what was missing/wrong and the monetary value (e.g., “Missing lobster roll: $16.50, order total $34.25”). This reduces back-and-forth and shortens resolution time to under 24 hours in many cases.

If the in-app support is ineffective after 48 hours: (1) use @DoorDash_Help direct message for faster attention, (2) file a complaint on the help center contact form including your ticket number, and (3) if your bank requires it, initiate a payment dispute within 60 days of the charge. Keep copies of all correspondence for at least 90 days.

Escalation channels and resources

• DoorDash Help Center (consumer): https://help.doordash.com — primary knowledge base and contact form.
• Caviar consumer help page: https://www.caviar.com/help — useful if you first ordered via caviar.com; it links into DoorDash workflows.
• Twitter support: @DoorDash_Help — effective for time-sensitive escalations; include your ticket number and order ID in the DM.

For restaurants and delivery partners: support and best practices

Merchants should use the DoorDash Merchant Portal (merchant.doordash.com/hc) to file disputes, report incorrect payouts, or request order audits. Common merchant-side issues include commission disputes, itemized refund requests, and chargebacks. Typical settlement cadence: DoorDash provides regular payout windows (weekly by default) and an instant payout option that incurs a fee; details and times vary by contract and jurisdiction.

To reduce customer disputes: keep menu prices identical between in-store and Caviar listings, clearly mark modifiers and extras, and require drivers to confirm orders at pickup. For disputes about food quality, provide the merchant portal agent with prep logs and order timestamps; DoorDash often needs this to deny or approve higher-value refund requests within 72 hours.

When to pursue external remedies

If DoorDash/Caviar support fails to resolve a legitimate claim within 7–14 calendar days, escalate externally: file a formal complaint with your state consumer protection agency or the Better Business Bureau. For unauthorized charges, contact your card issuer immediately (standard bank dispute windows are generally 60 days from the statement date). Keep all evidence (order ID, receipts, photos, chat logs) — regulators and banks rely on documentation.

In summary, use the in-app “Help” flow first, provide the exact data listed above, and escalate via social or merchant portals only if the initial response is unsatisfactory after 48–72 hours. With the correct documentation most Caviar/DoorDash issues are resolved within 3 business days; larger claims can take up to two weeks depending on merchant verification.