If you’ve been dashing for a while, you’ll eventually run into this situation: you arrive at the customer’s address, try to call or text them, and they suddenly tell you that they made a mistake. Maybe it’s their old address, maybe they forgot to update it in the Doordash app, or maybe they just moved and didn’t realize the app still had their old info.
At first, it might not sound like a big deal, but trust me, how you handle this can save you time, gas, and a lot of frustration.
Let’s say the customer gives you a new address that’s just a few blocks away. In that case, I’d usually go ahead and deliver it. It’s not worth making a big deal out of it if it’s nearby.
But the moment the new address is miles away from the original one, that’s when things get tricky.
You might feel pressured to just drive there and finish the delivery, but you don’t have to. You actually have a choice.
1. Contact Dasher Support Immediately
Once the customer tells you they entered the wrong address, don’t make any moves yet. Open your Dasher app, contact support, and explain the situation. Tell them the customer gave you a new address that’s far from the original delivery location.
Support will usually ask if you’re willing to continue the delivery. This is your call. If it’s miles away and you know it’s not worth the gas or extra time, you can say no.
2. If You Decline
If you tell support that the new address is too far and you’re not willing to deliver, they might first offer you an additional half pay (based on experience) on top of the original delivery pay. For example, if the delivery was originally $10, they’ll add another $5 if you agree to go the extra distance.
If you accept, they’ll process the additional pay in your account, and once you deliver the order, you’ll receive the full pay for the delivery.
But if you still decline because it’s not worth it, support will cancel the order for you. Don’t worry — this won’t hurt your ratings at all. Since the order gets cancelled, the customer won’t be able to rate you, and you’ll still receive compensation if applicable.
Usually, Doordash tells you to safely dispose of the food. That part is up to you.
Final Thoughts
The most important thing to remember is: don’t just say yes when a customer changes their address. You always have a choice.
If it’s nearby and reasonable, go ahead and deliver it. But if it’s far, don’t be afraid to contact support and ask for compensation — or simply decline and move on. At the end of the day, your time, gas, and safety matter too.
I’ve been dashing for more than five years now, and I’ve learned that being smart and calm in these situations keeps the job stress-free. Always know your options, talk to support, and make the decision that works best for you.
FAQ: What to Do When a Customer Changes the Delivery Address
1. What should I do first if a customer tells me they entered the wrong address?
The first thing you should do is contact Dasher Support through the app. Don’t start driving to the new address yet. Explain to support that the customer gave you a different address and ask what your options are before making any move.
2. Can I deliver to the new address without calling support?
You can, but it’s not recommended — especially if the new address is far from the original one. If you deliver without informing support, you might end up driving extra miles with no extra pay. Always call support first to make sure you’re covered.
3. What if the new address is just a few blocks away?
If it’s close and reasonable, go ahead and deliver it. Most dashers, including me, will just do it out of courtesy. But if it’s a long drive, that’s a different story — contact support and let them handle it.
4. Will I get paid extra if I agree to deliver to the new address?
Yes, most of the time support will offer an additional half pay on top of the original pay for the delivery. For example, if the order was $10, they’ll add another $5 if you agree to continue. Always confirm it with support before you accept.
5. What happens if I decline to deliver to the new address?
If you decline, support will cancel the order for you. Don’t worry — this won’t affect your ratings or completion rate. The customer also won’t be able to rate you since the order was cancelled.
6. What should I do with the food if the order gets cancelled?
Usually, Doordash will tell you to safely dispose of it. What you do with it after that is your choice.
7. Can I get in trouble for not delivering to the new address?
No, you won’t. As long as you report it properly to support and follow their instructions, you’re good. The key is communication — always let support know what’s happening.
8. Any advice for new dashers in this situation?
Don’t panic or rush. Always stay calm, contact support, and ask what your options are. If it’s nearby, go ahead and deliver it. If it’s far, see if support can add extra pay — and if not, it’s okay to decline.
