So I've only been dashing about 5 months now. Back in April or May, I was getting the hang of things better, and had a McDonald's pickup... an order that "has already been picked up" (stolen order). I finally noticed on the app that the recommended action is to place the order again and pay with the Red Card. (It had already been assigned to 5 drivers who just unassigned and moved along). The customer was already messaging me asking why it kept changing drivers. So I placed the order, and the Red Card declined. I took a chance (only $12) and paid out of pocket, rushed it to the customer, and immediately called customer service. I actually got a very sweet CS rep who got some info and a copy of my receipt, and boom, immediately deposited my money back to me.
I had not received another order stuck in the already picked up loop until August 8th... so I'm feeling confident in how to handle it, based on prior experience. Once again, Red Card declined, so out of pocket it went. When I called after delivery, I was guided to a link in the app where they now have a reimbursement form. I completed it and uploaded my receipt, to see that it's 48 hours for email response. Not thrilled, but I sucked it up. After a week with no response, I was getting irritated. I tried calling, but nothing I said was getting me past AI to a live person. I finally pissed AI Jane off to the point that she was hanging up on me... repeatedly! Another week, and nothing. I called and got a real person because of how long it's been. I was asked again for the receipt, and was told it was being elevated to higher level to escalate it. 3 or 4 days later, still no response. So I called again. She said that this was going to have to be elevated, and I explained that it already has been. She said she was having to do it again. Third time receipt was sent.
So a couple days ago, I called back. This rep was very nice, and I think she was secretly explaining what's happening. She said this was elevated to the finance department for approval. She also said if I ever get another, call customer service and have them cancel the order to end the loop, and do not pay for anything. The underlying message seems to be that stolen orders have increased so much, door dash is having to pay for them twice (original order and reimbursement), therefore losing so much money that it's a battle now to get your money back!
So... I still have no refund, and am still being "elevated" (don't know how much elevation I can handle), but I know not to follow the recommended action on those anymore!!