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Since the pandemic, more and more people have relied on food delivery companies to bring their meals to them. But a message sent by DoorDash to some customers has set off a firestorm of debate over who should pay the drivers: customers or DoorDash?
The prompt, first spotted on Twitter/X, encourages users to tip their drivers while placing an order, reading, “Orders with no tip might take longer to get delivered—are you sure you want to continue?”
Fast Company was able to independently verify the text of the message, though it could not verify the image that accompanied the message in online posts.
“Dashers can pick and choose which orders they want to do. Orders that take longer to be accepted by Dashers tend to result in a slower delivery,” the message reads, giving the customer another chance to add a tip to the order if they choose to bypass giving one in the ordering process.
In the online discussions, many expressed support of DoorDash drivers, noting that if people objected to the idea of tipping the driver, they should instead just go pick up the food themselves, regardless of any fee DoorDash charges.
“After doing a bit of doordash [sic] on the side I really get the importance of tipping and how much of a difference it can make in earnings and overall morale of door dashing in itself,” wrote one Reddit user.
Twitter/X users were also supportive of drivers, though some noted the issue would be less controversial if DoorDash simply paid their drivers a higher wage, rather than relying on customers to supplement their income. Others expressed concerns with tipping before they knew the level of service they would be getting.
“Like any service, capitalism works. If you want your food fast then pay a bit more. At [t]he same time, I like to tip after I see how the service was, not before I get the service,” wrote Brian Krassenstein.
DoorDash drivers (called Dashers) do pay close attention to tip amounts when deciding whether to accept the order. A YouTube video featuring DoorDash drivers showed one, named Pedro, laying it out very clearly for customers who do not tip.
“We see a lot of crappy offers, and literally we cannot pick up your food. We choose not to,” he said.
Complicating the matter, of course, is the higher prices customers pay for DoorDashed food. Restaurants often impose a double-digit upcharge, to offset fees they must pay the company—and DoorDash itself often adds service fees and delivery fees to orders. Customers often assume a percentage of that higher price goes to the Dashers.
It doesn’t. They earn just a small base fee per delivery, sometimes as low as $2, and since Dashers are gig workers, they’re responsible for their own gas, insurance, etc. A few years ago, the company subsidized Dasher wages with tips from customers. It reversed that policy in 2019, and now the tips go to drivers.
“People these days treat DD as a right and ‘hey I can get my food delivered for just a few bucks’ and many don’t take into account the tip,” wrote another Reddit user. “The reality is it is a privilege and one not everyone can afford. They see drivers as part of DD and getting paid by DD and don’t need to tip. Some people are just a$$hats and don’t tip. Some can’t afford to tip. But in my opinion the tip is part of it and if you can’t afford to tip then you can’t afford to be using DD. Or if you don’t tip, then don’t be mad when your food is cold and took an hour and a half to get to you.”
In a statement to Fast Company, DoorDash said the message was part of a test. “Everyday, Dashers go the extra mile to help connect consumers with the best of their local communities,” said spokesperson Jenn Rosenberg. “That’s why we encourage customers to show their appreciation by tipping.
Rosenberg said that as independent contractors, Dashers have full freedom to accept or reject offers based on what they view as valuable and rewarding: “While the vast majority of customers do leave a tip, offers that don’t include a tip can be seen as less desirable—this impacts our entire community, leading to longer wait times for customers, orders sitting longer at merchants, and less value for Dashers.
“This reminder screen is something that we’re currently testing to help create the best possible experience for all members of our community,” added Rosenberg. “As with anything we pilot, we look forward to closely analyzing the results and feedback.”
Update, October 31, 2023: This article has been updated with a statement from DoorDash.
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