If you’re new to DoorDash, you’ve probably noticed the new PIN system. For some orders, customers are required to give you a 4-digit PIN, and you need to enter it in the app to officially complete the delivery. On paper, it sounds simple. But here’s the reality, sometimes the customer flat out refuses to give you the PIN.
I’ve been dashing for more than five years now, and it has happened to me a few times. I hand over the food, politely ask for the PIN, and the customer just walks back inside without saying anything. No explanation, no PIN, nothing. The first time it happened, I was frustrated. I kept asking, but it was clear the customer had no plans of giving it.
After experiencing this a couple of times, I realized one important thing: arguing with the customer is not worth it. Don’t beg, don’t chase after them, and don’t let it stress you out. It’s not worth losing your cool or risking a confrontation over a PIN.
Here’s What to do
So here’s what I do, and what I suggest you do if you ever face this situation:
- Stay calm and let it go.
Don’t argue or follow the customer. Once they refuse, that’s it. No PIN is coming. Save your energy. - Call Dasher Support immediately.
Explain the situation clearly: you handed over the order, but the customer refused to give you the PIN. Dasher Support will verify and complete the order for you. It might take a few minutes, but at least the job gets done. - Ask Support to document everything.
Tell them to note on your account that the customer refused to provide the PIN. This can help protect you if the order ends up flagged as late or if you receive a contract violation. - Take note of the order details.
Write down the customer’s first name, the restaurant, the date, and the time of the delivery. Why? Because sometimes, these same customers may hit you with an unfair low rating after the order. When you call Support to dispute it, they’ll ask you for details, even though they don’t show us any in the app. Having your own notes will make it easier for them to check and remove unfair ratings.
It’s frustrating, I know. The PIN system is supposed to protect us and the customers, but sometimes it just creates another headache. The truth is, you can’t force anyone to give you the PIN. But you can protect yourself by staying professional, calling Support, and keeping records.
At the end of the day, your job is to deliver the food, not to argue. Don’t let one customer ruin your dash or your mood. Handle it calmly, get Support involved, and move on to the next order.
FAQ: What to Do if a Customer Refuses to Give You the PIN on DoorDash
1. What should I do if the customer refuses to give me the PIN?
Stay calm and don’t argue. Call Dasher Support right away, explain the situation, and they will complete the order for you.
2. Can I still get paid if the customer doesn’t give me the PIN?
Yes. As long as you delivered the order and report the situation to Support, they will confirm and close out the order on your behalf.
3. Will I get a contract violation if I can’t enter the PIN?
Not if you call Support and have them document what happened. Always ask them to note in your account that the customer refused to provide the PIN. That way you’re covered if there’s any issue.
4. What if the customer gives me a bad rating after I couldn’t enter the PIN?
Take note of the order details (customer’s first name, date, time, and restaurant). If you get an unfair low rating after that delivery, you can call Support and ask them to remove it by pointing out the PIN incident.
5. Should I keep asking the customer for the PIN?
No. Once it’s clear they won’t give it, don’t waste your time or energy. It’s not worth an argument. Just let Support handle it.
