Your DoorDash reply is private, and it expires
Every other platform in this section hands you a public reply that outlives the review. DoorDash hands you a private one with a deadline on it, which turns the job from reputation work into plain customer recovery.
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What is different about answering here
Five facts from the merchant documentation, each of which changes the writing rather than just the workflow.
Ratings and reviews live in the Merchant Portal, under Customers.
There is no owner reply control in the consumer app. If you are looking at DoorDash the way a customer sees it, you are in the wrong place.
The response goes privately to the customer. It does not publish under the review.
Nobody browsing your menu will ever read it, so a paragraph about your standards is wasted on this platform.
You have seven days to respond to new feedback, and DoorDash recommends within twenty four hours.
A review that sits across a long weekend can simply run out, which no other platform in this section does to you.
The reply can carry a discount on a future order, attached as you send it.
So the recovery is one action rather than a message now and a gesture later, and it is the only platform in this section where the apology and the make-good travel together.
Reviews focused mainly on delivery, such as timing or food temperature in transit, may be rejected as outside a merchant's control.
Some of what looks like a review of your kitchen never survives moderation. The ones that do are the ones genuinely about your kitchen.
Working the Ratings and reviews page
Sorting is the part most operators get wrong here, because the deadline and the severity point in different directions.
Open the Merchant Portal
Go to Customers, then Ratings and reviews. The lifetime rating, the period view and the individual reviews all sit on that page.
Sort by age, not by severity
The seven day window is the binding constraint. A three day old complaint is more urgent than a worse one that arrived this morning.
Separate the kitchen from the drive
If the complaint is entirely about the journey, the recovery is a different conversation and the review may not stand anyway.
Write it to one person
It is a private message. Name the item, reference the order, and skip everything you would have written for an audience.
Send inside a day where you can
Twenty four hours is DoorDash's own recommendation, and a same day answer is the only version of this that reads as recovery rather than admin.
An order marked Didn't Like, and the note that saves it
A taqueria running about three hundred delivery orders a week. This complaint is about food rather than about the driver, which is the version worth answering.
Devon L.
Marked Didn't Like. 2 days ago.
Ordered the carnitas plate and got what I can only describe as the bottom of the pan. Dry, mostly fat, and the rice was cold in the middle. I have had this exact plate four times and it is normally great, which is why this one is so annoying.
Devon, four good orders and then that one is exactly why I am writing rather than letting it go. What you got was the end of a pan that should have been pulled and was not, and cold rice in the middle means it came out of a hotel that had been sitting. Both of those are line problems here, not the drive. Carnitas pans get cut at the last portion now instead of the last scrape, and the rice hotel is stirred on the half hour. Your next order is on us and it is already on the account under your name.
The sentence doing the work
What you got was the end of a pan that should have been pulled and was not
Because the reply is private it does not have to perform for anybody, and that frees it to be unusually concrete. It names the actual mechanism, agrees that the drive was not at fault, and puts something on the account. A public reply would hedge on all three. DoorDash is the one platform in this section where the honest operational answer is also the safe one.
What GetSetReply does with DoorDash feedback
GetSetReply pulls DoorDash reviews in alongside the rest and drafts the response. Sending it is yours, in the Merchant Portal, inside the window.
- The draft is written for a private message to one customer rather than for a public page, because that is what this platform actually gives you.
- You send it from the Merchant Portal yourself. We hold no session there and we do not post.
- Nothing is published on your behalf.
Read these two alongside
One covers how DoorDash orders and reviews arrive. The other is the wording for the complaint that dominates this queue.
DoorDash is one of the places we watch
Every platform below lands in the same queue, so a DoorDash review and a review from anywhere else are read, drafted and answered in one place.
- Yelp
- TripAdvisor
- DoorDash
- Trustpilot
- Etsy
- Square
Other DoorDash guides, and the same job on the review sites
DoorDash review questions from operators
Answered from DoorDash's merchant documentation, cited with a date below.
Is a DoorDash review response public?
No. You respond privately to the customer from the Merchant Portal. The response does not publish under the review, so nobody else reads it.
How long do I have to respond to a DoorDash review?
Seven days from receiving the feedback. DoorDash recommends replying within twenty four hours, which is the number worth working to.
Where do I find reviews in the Merchant Portal?
Under Customers, on the Ratings and reviews page. It also shows your rating over a chosen period and your lifetime rating.
Can a DoorDash review be rejected for being about the delivery?
Yes. DoorDash says reviews focusing primarily on delivery issues, such as delivery time or food temperature, may be rejected because they are outside a merchant's control.
Does GetSetReply send the DoorDash response for me?
No. It drafts. You send it from the Merchant Portal within the seven day window.
Where the DoorDash facts on this page came from
One page, because one page is where every rule above is published. DoorDash's own merchant documentation, read on the date shown.
DoorDash feedback
Answer before the window closes
Connect the store and DoorDash feedback lands in the same queue as everything else, with a draft attached.