The Tool Desk
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Report the problem from the correct order
- Open the app or website’s order history and select the completed order that has the problem. Check the order details or receipt so the report is attached to the right transaction.
- Choose the closest issue category: a missing item, an incorrect item, or a wrong order if the entire bag belongs to someone else. Do not choose “order never arrived” for a delivered order unless the platform’s own instructions specifically direct you to use that option for a whole-order mix-up.
- Identify every affected item by its exact menu or receipt name. For a combo, say which component is missing. For a wrong item, state both what you ordered and what arrived. Specify whether the issue concerns a whole item, a side, a size, or a special instruction.
- Upload clear, truthful evidence if the reporting flow permits it. Photograph the item that arrived if it is wrong; include the receipt or order screen if useful. For a missing item, an image of the package or remaining contents may help show what you received, but a photo cannot by itself establish what was inside a sealed bag.
- Submit the report promptly. Save the confirmation, order number, and any response so you can refer to the same transaction if you contact support again.
What to do if the app’s guided flow does not resolve it
Use the support option shown in the app or website. Calmly provide the order number, exact item names, what was wrong or missing, and any relevant evidence. Keep the issue specific rather than describing it only as a general account complaint. A support channel, appeal, or particular remedy is not guaranteed to be available in every case.
DoorDash: reporting missing or incorrect restaurant items
Use the order’s Help flow
DoorDash’s US customer guidance says to open Orders, select the delivered order, tap Help, then choose “Missing or incorrect items” and follow the prompts. On desktop, select Orders and the order, choose Help, then select Missing items or Items made incorrectly. DoorDash treats a missing item as a whole ordered item or a component of one, such as fries from a combo. Examples of incorrect items include the wrong size or menu item, ignored special instructions, or an unexpected ingredient or difference from the menu description.
Provide the requested evidence and follow the specific flow
DoorDash asks for clear photos of received items, a receipt if available, and an image showing the specific issue. Its self-help tool may present options a support representative could provide, including credit, refund, or redelivery when available; the outcome depends on the circumstances. For an entirely wrong order, DoorDash’s cited page instructs customers to follow its flow and report “Order never arrived” under Order Issues. Because that wording is unusual, follow the current instructions displayed for your order rather than applying it to an ordinary missing-item report.
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Know which grocery guarantee is separate
DoorDash’s Quality Guarantee applies only to qualifying grocery orders whose store page displayed a Quality Guarantee or Freshness Guarantee banner before checkout. For those orders, report a missing or incorrect item through the app or website self-help tool within 24 hours. Eligible customers may receive a refund or DoorDash credit up to the amount paid for an affected item. This is not a general 24-hour deadline or remedy rule for every restaurant order.
Support availability
DoorDash’s order-support page describes an automated help system for delivery issues and lists in-app chat and phone support as available 24/7. That description does not establish that an AI makes missing-item decisions.
Uber Eats: reporting missing or incorrect items
Report within the stated timeframe
Uber Eats’ US wrong-or-missing-items guidance asks customers to report the exact item or items within 48 hours for the best possible support experience. After that, Uber says it may be unable to provide a refund or other resolution. The described path does not replace an incorrect order, though a refund may be available.
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Choose the closest item issue and attach relevant evidence
Uber’s US item-issue form distinguishes “Item charged but not delivered,” “I received a different item from the one I paid for,” and “Unhappy with a replacement item,” alongside separate categories for damage, quality, spoilage, expiry, and retail-only returns or exchanges. It asks for exact item names and details. Its suggested evidence includes a photo of the package received for a missing item and a clear barcode or label for a wrong item. Evidence helps describe the issue; it does not guarantee a refund.
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The available Grubhub policy material is directed to restaurants. It defines missing items as items listed on the receipt but not included and recognizes incorrect or damaged orders and food quality or safety concerns. It says support teams consider multiple factors, but does not establish a current customer reporting path, universal deadline, or guaranteed remedy. Use the help instructions on your Grubhub order rather than assuming another platform’s process or timeframe applies.
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Does an AI decide whether you get a refund?
DoorDash describes an automated help system, and the cited platform materials refer to self-help or guided support. They do not establish that DoorDash or Uber Eats uses AI to make the consumer-facing decision on a missing- or incorrect-item report. Unless the platform identifies the decision process for your specific case, treat the flow as app-based support and do not assume a denial means “the AI decided.”
Quick Recap
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