Heads up: this post contains affiliate links. If you click through them we may earn a small commission at no cost to you. We only recommend tools and services we've actually tried. Full disclosure →

You're at the customer's address. You've knocked, you've called, you've texted. No answer. The food is going cold. New Dashers panic — leave the food on the doorstep without a photo, drive away, and risk a contract violation. The right protocol is precise: a specific contact sequence, a wait timer, and a fallback that ensures you get paid and avoid violations. This guide walks through the procedure step by step.

If you're earlier in the journey, see How to Use the Dasher App: Complete Walkthrough.

📞 Sign Up to Become a Dasher →

10–15 minute signup · Subject to background check and availability

What's in this guide

The basic protocol in 30 seconds

The decision tree for an unresponsive customer:

  1. Is delivery instruction "Hand it to me"? Try contact 3 ways (knock/ring, call, text). Wait the in-app timer (typically 5 minutes). Switch to leave-at-door if app permits.
  2. Is delivery instruction "Leave at door"? Leave at door, take photo, mark complete. Done. (Customer doesn't have to answer.)
  3. Is this an alcohol order? Contact 3 ways. Wait the timer. If no answer, return the order to the store. Do not leave alcohol unattended.
  4. Is this a special situation (apartment with concierge, gated community)? Use the alternative drop point per app guidance.

Most cases: leave-at-door is the fallback. Alcohol is the exception.

Step-by-step: full procedure when no one answers

For a typical "Hand it to me" delivery where the customer isn't responding:

Step 1 — Arrive at the drop-off and confirm you're at the right address. Read the customer's notes one more time — sometimes the customer wrote something like "ring the side door" or "I'm in the back unit."

Step 2 — First contact attempt. Knock or ring the doorbell. Wait 30–60 seconds.

Step 3 — Second contact attempt. Call the customer through the Dasher app. The app routes through a privacy-safe number. Wait 60 seconds for them to answer.

Step 4 — Third contact attempt. Text the customer through the Dasher app. "Hi, I'm here with your DoorDash. Knocking but no answer — please let me know." Wait 60 seconds.

Step 5 — If no response, start the in-app wait timer. The Dasher app typically prompts you with a "Customer not responding" option that starts a 5-minute countdown. Tap to start it — this is the documentation that you're following the protocol.

Step 6 — Wait the timer out. Stay at the location. Continue trying to reach the customer (additional knocks, retry call/text).

Step 7 — When the timer expires, the app gives you a fallback option. Typically: "Leave at door" or "Return to store." Pick the appropriate one (see sections below).

Step 8 — Take the photo. If leaving at door, mandatory.

Step 9 — Mark the delivery complete.

How the in-app wait timer works

The wait timer is your protection. Without it, you'd be making a judgment call ("I tried for 5 minutes, that's enough") that DoorDash and the customer might disagree with later. With it, you have:

  • A documented record that you waited per protocol.
  • A defined endpoint that triggers the fallback flow.
  • Contract violation protection if the customer later claims you abandoned the delivery.

The timer typically runs 5 minutes (8 minutes in some markets). During the timer:

  • Continue contact attempts — call, text, knock periodically.
  • Stay at the location. The app tracks your GPS; if you leave during the timer, the protocol breaks.
  • Read any messages from the customer that arrive. Sometimes they answer mid-timer ("be down in 2 minutes!") and the protocol changes.

If the customer answers during the timer, complete the delivery normally. The timer cancels.

If the timer fully expires and there's still no answer, you're cleared to use the fallback option (leave-at-door or return-to-store).

The leave-at-door fallback (and when it's allowed)

For most "Hand it to me" deliveries where the customer is unreachable, leave-at-door is the protocol-compliant fallback:

Step 1 — Place the food at the door. Find a spot that's safe from weather and visible.

Step 2 — Take a clear photo. The photo should show: - The food - The door (or specific location) - Enough context that the customer can identify the location

The photo is your proof of delivery. Do not skip this step. Without it, you risk a contract violation if the customer claims non-delivery.

Step 3 — Mark the delivery complete in the Dasher app. The photo uploads. Done.

Step 4 — Drive away. Don't linger.

The customer will receive a notification with the photo showing where the food is.

A few important notes:

  • Leave-at-door is allowed for most "Hand it to me" deliveries when the customer is unresponsive after the protocol timer.
  • Some delivery instructions specifically require hand-to-hand (e.g., alcohol — see below). In those cases, leave-at-door is NOT allowed.
  • If the customer's instructions say "DO NOT leave at door," still follow the protocol but contact support before leaving the food. Support may instruct you to return the order.

The 'mandatory hand-it-to-me' exception (alcohol)

For alcohol orders, leave-at-door is never allowed, regardless of customer responsiveness. The protocol when the customer doesn't answer:

Step 1 — Make the standard contact attempts (knock, call, text) and wait the timer.

Step 2 — If still no answer, do NOT leave the order. Initiate the return-to-store flow.

Step 3 — Drive the order back to the original restaurant/store. They'll take the order back per established procedures.

Step 4 — You are typically still paid for the trip. Mark the trip complete via the support flow once the order is returned.

For more on alcohol-specific procedures, see Catering & Alcohol Delivery Guide.

The reasoning: alcohol delivery requires verifying the recipient is 21+ via ID check. Leaving alcohol unattended violates state-level alcohol delivery regulations and DoorDash's specific certification rules. Returning the order is the correct path.

Unresponsive customers are common. 1–2% of deliveries hit this scenario. The protocol is designed to handle it cleanly — follow it and you're protected.

Get Started →

If the food has to come back

Sometimes the food must return:

  • Alcohol orders with no response.
  • Customer instructions explicitly forbidding leave-at-door.
  • Situations where leaving the food is unsafe (hot weather, unsafe neighborhood, no acceptable drop spot).

The return-to-store flow:

Step 1 — Initiate the return via the Dasher app's support / Help menu. Look for "Return order to store" or contact chat support.

Step 2 — Drive back to the original restaurant. Most restaurants have established procedures for returned orders.

Step 3 — Tell the staff: "I'm returning a DoorDash order — the customer was unreachable."

Step 4 — Mark the trip complete via the app's support flow. You should still be paid for the trip in this scenario.

Step 5 — Document the situation with timestamps and any communication you attempted.

Documenting the situation properly

Per the established protocol, the app does most of the documentation automatically. But for your protection:

  • The in-app timer creates a record that you waited.
  • Your call and text attempts are logged (the app routes them).
  • The leave-at-door photo documents the final placement.
  • GPS tracking confirms you were at the location for the duration.

For situations where you anticipate a customer dispute or a return:

  • Take additional photos (the door area, any "no answer" evidence).
  • Note the time and any specific circumstances in your personal log.
  • Save any text messages from the customer if relevant.

This is rarely needed but useful in a contract-violation appeal. See How to Handle a Contract Violation Notice for the appeal process.

Order on DoorDash DashPass for unlimited reduced-fee delivery on eligible restaurants and grocery partners. New users often get $0 delivery on first orders. Open DoorDash →

FAQ

How long should I really wait? The in-app timer (typically 5 minutes) is the standard. Don't wait longer unless you have a specific reason. Don't wait shorter — the timer is your protection.

What if the customer calls me back 2 minutes after I left? Politely explain you've already completed the delivery per protocol. The food is at their door (with photo). Don't drive back unless the customer is willing to come retrieve it themselves.

What if a stranger / neighbor takes the food after I leave? Once you've completed delivery per protocol with a photo, you've fulfilled your obligation. If the food is later stolen, that's a customer-service issue between the customer and DoorDash, not a Dasher problem.

What if the address has no door / it's an apartment with no entry? The protocol still applies — wait the timer, contact the customer. If you genuinely can't reach the location, escalate to support.

Can I leave the food with a neighbor? Generally no. Unless the customer specifically authorizes it via in-app message during the wait timer, place the food at the customer's specified door.

What if the customer is asleep and I don't want to wake them? Customer's responsibility. The protocol still requires contact attempts. If they don't wake up, the leave-at-door fallback applies.

Will the customer rate me poorly because the protocol took 5 minutes? Possibly, but the alternative (skipping protocol) risks a contract violation. Stick with protocol. Most customers don't blame the Dasher for their own non-responsiveness.

Will I lose pay if I have to return the food? Generally no — the trip pay is still earned for the time you spent. Confirm via the support flow.

Related reading:

Affiliate Disclosure & Disclaimers:

We may earn an affiliate commission if you sign up for DoorDash or DashPass through a link on this page; the price you pay is the same. We don't compensate or otherwise influence DoorDash for editorial content. Pricing, fees, and feature availability cited above are based on DoorDash's published documentation as of the date noted above and may change — always confirm in-app or on doordash.com before making purchase decisions. Not financial, legal, or tax advice — consult a qualified professional for your specific situation.