Doordash driver confronts customer

It gets intense in the gig economy. Overlong shifts, bad tips, and miscommunication are all part of a day's labor for food delivery workers. So it's no surprise to see videos of a DoorDash driver confronting a customer circulating on the internet. 

These confrontations might be random, but they are an expression of valid frustrations and risks gig workers face on the job, as well as relevant issues of safety, platform policies, and getting around.

In this article, we will explore the reasons for such altercations, how DoorDash drivers can protect themselves, and why traveling on an e-bike is most likely one of the safest choices for urban delivery staff.

Why would a DoorDash driver confront a customer?

Most drivers are just trying to get through their shifts without anything happening. But conflicts do arise for all sorts of reasons. The most common one?

‍Missing tips.

Some such viral incidents involved a driver getting into an altercation with a customer for not tipping, citing non-profitable deliveries due to gas prices. Other cases involved a customer reporting food not having been delivered, a mistake for which a driver's account can be penalized. 

These are generally issues of financial difficulty and fear, mostly because lying can mean lost money or a DoorDash suspension.

According to a survey by Gridwise, 24% of the gig workers were unfairly blamed for a missed or late delivery at least once.

A 2022 report by the UCLA Labor Center states that 65% of app-based delivery workers in LA rely on the job as their sole form of income. Therefore, a company deactivation would be nothing less than disastrous.

The risks of confronting customers

No matter how annoyed the delivery courier gets, a confrontational approach with the customer will only make things worse. It can lead to a written complaint, negative feedback, or instant suspension. It can also endanger the safety of the drivers.

The harassment or threats are not acceptable for the gig economy ventures like DoorDash, and a verbal altercation can be a DoorDash driver policy violation. 

If the altercation generates a customer complaint, it can also activate the driver's deactivated status, especially if the company views the altercation as a violation of its code of conduct.

As hard as it might be to suspect a customer of lying or short-changing you on a tip, the reality for drivers is this: your reputation (and your livelihood) are always on the line.

Why using an e-bike may be safer and better than a car

The majority of DoorDash workers use a car, although it may not be the most suitable option, especially if safety issues are predominant.

Cars limit one's mobility in densely populated cities. The driver will have a harder time escaping in the event of threats, as it will be harder for one to move rapidly. 

E-bikes grant more room for movement in escaping from danger and possible harm. One can swerve past unpleasant conditions, go down low and pedal, or take alternative paths in escaping danger zones.

Not to mention the legal benefit where motorcyclists hardly ever have to deal with the same traffic tickets or parking tickets drivers have to suffer through. Fewer violations = less hassle.

Ways to protect yourself as a gig worker

The delivery drivers can follow the action steps below in order for them to remain safe, maintain their rating, and steer clear of unnecessary confrontations.

1. Take a photo of the delivered orders

DoorDash insists on "photo proof" of delivery, a.k.a. leave-at-door delivery. This reduces the number of intentional false complaints from customers saying they didn't get their food.

2. Stay in the app communication

Don't respond if the customer calls or sends a text outside the DoorDash app (some will request your number). You need to keep everything in the DoorDash app as a record in the event of a problem, and it helps with your dispute with the DoorDash driver customer service.

3. Avoid confronting customers face-to-face

Even if you suspect fraud is being attempted, never knock again or yell at a customer. Report the problem directly via the DoorDash driver customer service portal instead. 

Allow the company to deal with it and determine what to do next. You sidestep the possibility of deactivation or, worse, a physical altercation.

4. Ride prepared, ride smart

Use a bike in good condition if you have one, bring your charger with you if you plan on sprinting for hours, and use a durable bike suitable for delivery use. 

Whizz also rents and sells high-quality bicycles specifically designed for delivery riders, and fixes them up to get you on the move.

5. Familiarize yourself with your rights and DoorDash driver rules

Become acquainted with the policies for DoorDash drivers so you understand what not to do in order to prevent your account from getting cancelled. 

Never take the orders for cash outside the app, and do not take alcohol or prescription orders without the correct screening. Also, you should always know the DoorDash driver customer support number.

Reasons to get banned as a delivery driver

Let's take a look at the top 5 reasons delivery drivers are deactivated from such platforms as DoorDash:

• Customer complaints (especially false complaints) - In the event a customer reports non-delivery of the food, and there's no photo evidence or in-app chat in support of your version, your account might be flagged or banned.
• Rudeness or aggressive behavior - Attempting to dispute with, confront, or yell at a customer, even over text, will get someone deactivated immediately. Dashers need to be professional at all times.
• Multiple late deliveries - Regularly being late, even if it's due to traffic or the restaurant running late, will damage your ratings and might lead to a ban.
• Copyright-infringing platform policies - Transportation in an unlisted vehicle, charging for a delivery, or transporting under someone else's name are major offenses and will get a user deactivated.
• Illicit activity - For instance, registering for two programs at once and creating mock delivery information is considered illicit activity.

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Any one of these can lead to deactivation with little or no notice. When banned once, it's hard, sometimes even impossible, to be reactivated on the site.

What if you have been falsely reported?

If a customer falsely reports not having their order delivered, go to the DoorDash customer service page in the app immediately. Submit whatever evidence you have, such as a photo, GPS history, or in-app communication.

The system will review complaints, especially if the driver's record otherwise is good. It's also a good practice to make personal delivery notes in a notebook or on your phone. It's time-consuming, but having further evidence against some common DoorDash scams can help save your job.

In some cases, you may prefer to make your complaints public, on Reddit, TikTok, or YouTube, as many drivers have done. However, be careful. 

By violating conditions of privacy (disclosing a customer's name or full address), you can have DoorDash banned for violations of the terms of service.

Stay vigilant, ride safely, and don't lose sight of the prize

Being a DoorDash or Uber Eats driver for you is not a simple thing. You deal with bad customers, unpaid mileage, and the constant fear of deactivation. 

So it shouldn't be surprising that things boiled over into frustration for the individual in the DoorDash driver confronts a customer video that is trending. Let it be a lesson, therefore, rather than a role model.

Stay calm, play fair, record your moves, and don’t let one customer throw you off your stride. Most importantly, continue moving and staying safe. 

An e-bike like Whizz’s Storm-2 gives the speed, mobility, and independence you need to do smarter, not harder, work in a dense city. 

Ready for the next level in your delivery? 

Check out Whizz's line of full-time gig riders' electric bikes. Explore Whizz and rent, buy, or lease our flexible options, and in-person help keeps you rolling and getting paid.

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