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Quality Standards

In order to gain access to production after the build is complete, we require our integration partners to meet specific quality standards to guarantee a good customer experience. As part of this certification process all tests must be successfully completed and verified before certification is granted. If you have any questions on this, please reach out to your Technical Account Manager (TAM).

Note: These quality standards are subject to change. Once updated, your team will have 6 months to make the required changes to meet the updated quality standards to continue onboarding additional stores in production.

Required​

  • Demonstrate Menu Creation using both Menu Pull and Menu Push methods that do not rely on menu scraping logic - Menu push methods are required to patch menu updates or send through new menus post-activation. - Menu pull methods are required to ensure our onboarding team has the ability to trigger menu creations during store setup.
  • Demonstrate a successful Menu Update by making a menu change
    • Automated Real-time updates are recommended to prevent any downstream impacts to merchants or customers from menu data being stale. If automatic real-time updates are not possible, please explain the frequency and logic of the menu update process. At minimum, stores must be able to trigger real-time adhoc menu updates in addition to regularly scheduled nightly syncs.
  • Demonstrate Correct Use of Complex Menu Functionality (Hierarchy of Menu > Category > Item > Modifier > Nested modifier)
    • This will ensure precise representation of a merchant’s menu offerings and choices
  • Demonstrate removal of an Item and an Item Option (i.e. modifier) from the Menu (permanent removal)
    • Keep the accuracy of the merchants menu selections
  • Demonstrate use of Store Hours and Store Special Hours
  • Demonstrate deactivation of a menu using the active flag
    • If a duplicate menu is sent or an incorrect menu is created, these should be deactivated using the active flag.
  • Demonstrate support for Dual Pricing (ability to send an inflated price and a non-inflated price)
    • The primary use case is to remove inflation for Pickup orders to protect our shared customer experience.
  • Demonstrate an Alcohol Flag to support marking items as alcoholic (not required if merchants are not selling alcoholic items)
    • In order for merchants to offer their alcohol items on DoorDash, they need to have the ability to indicate which items have age restrictions.
    • General steps and requirements for DoorDash merchants to sell alcohol found on this help page.
  • Support for sending image urls meeting our photo standards (see FAQ for more info)
    • This feature allows for seamless updates and additions of menu photos directly from the source.
    • Without integrated images, the merchant will have to manually upload photos within their Merchant Portal for each item.
      • Images then must go through an internal approval process.
      • If a new menu is ingested, the whole submission process will need to be completed once more.
  • Support for sending item nutritional information (calories + dietary tags)

Order Integration​

Required​

  • Demonstrate successful confirmation of a new order (asynchronously or synchronously)
  • Demonstrate rejection of a new order with detailed failure reason information provided
  • Support for consumption of Merchant Tip amount
    • Primary use case is for Pickup orders to allow user to leave a tip for the restaurant staff
  • Support for consumption of the Experience indicator
    • Primary use case is for reporting/reconciliation to understand the origin of where the order placed - DoorDash, Caviar, Storefront.
  • Demonstrate use of Cancellation Webhooks from DD to Mx and Order Cxl webhooks from Mx to DD
    • To provide the best merchant experience, cancellation webhooks are highly recommended so the merchant has visibility into any orders that are canceled downstream. If a merchant is able to cancel orders on their end, this should also be demonstrated to confirm it is properly being received by DoorDash.
  • Demonstrate use of the Order Ready Signal
    • Allow the merchant to update an order’s ready for pick up status, ensuring the fastest and freshest delivery possible by reducing dasher wait.
  • Demonstrate consumption of Dasher Status Notifications
    • To provide visibility for merchants into where their dasher is throughout the order pick up process to reduce dasher wait.
  • Demonstrate accurate usage of prep times if being passed
    • If not provided, DoorDash calculated prep times will be used

Store & Menu availability​

Required​

  • Demonstrate real time store deactivation/activation using webhooks for both lost POS Connectivity + Operator manually disabling online ordering
    • This is critical to support in-store merchant operations and the customer experience when a merchant is unable to receive orders
  • Real time Item + Option deactivation/activation using webhooks for 86’ing
    • This is critical to support in-store merchant operations when an item becomes unavailable and to prevent downstream cancellations should a customer order an item that is actually not available.

Onboarding Standards​

In order to graduate your integration to scale additional stores, we require our integration partners to meet specific onboarding standards. This ensures a seamless merchant integration experience from start to finish. As part of the graduation process we will review the integration’s quality to ensure it meets our standards and confirm your team has completed all necessary requested documentation at least 2 weeks ahead of the monthly graduation date. Graduations will occur during the last week of each month. Full details on the graduation process can be found in the Graduation Handbook section of this portal.

A DoorDash Technical Account Manager will work with you to understand and define the optimal merchant onboarding process for your integration. Based on a number of different factors such as volume and preferences, this flow may vary and is subject to change. Throughout the course of Q2 & Q3 2022, we are working to standardize our process and will provide detailed technical details for expected feature adoption once standardized product solutions are in place.

Integration Quality​

Required​

  • 98% successful order injection for >14 days
  • 15-20 pilot stores live on the integration to vet integration quality before scaling

Integration Enablement​

Required​

  • Failure Reason documentation completed
    • Required to ensure our teams are able to support merchants post-activation should any issues arise. As part of the graduation process, our team will reach out to collect failure reason documentation. This includes collecting a full list of errors, error theme each error falls into, and next steps on how to resolve as well as DRI (i.e. DoorDash or Provider).
  • Integrations Matrix Data Collection form completed
    • Required to capture full functionality details of what your integration supports i.e menu functionality, order enhancements, integration contact details for issues post-activation, etc.
      • A support contact with SLA is required for post-activation store level inquiries i.e support@handle with 48 hour SLA
  • Activations survey completed (only applies to third party integrations)
    • Collects information related to the onboarding process including merchant enablement content covering details on:
      • How to get set up on the integration, any additional steps merchants need to take prior to integrating, and SLAs
      • Cost to integrate information: Will Mx have to pay an additional fee or charge for integrating with a delivery service provider
      • How to manage the integration (on their POS, or aggregator portal if applicable) including menu/store management, live order management, troubleshooting, and FAQs with UI screenshots and/or video tutorials.
  • Product marketing details supplied (only applies to third party integrations)
    • Our team will send a form to collect the company logo in addition to sharing an IP Consent & Release agreement to feature the integration on our site post-graduation.

Integration Onboarding Expectations​

  • Stores have completed necessary pre-work and menu pull capability supported
    • This includes a merchant completing any steps required before they are eligible to integrate i.e menu setup
    • Our onboarding team will trigger the menu creation via menu pull once we have configured the integration ID for the store. The menu must be ready to pull from the partner environment as soon as the merchant requests the integration.
  • DoorDash will escalate any issues during the onboarding process via the support handle provided in the Integrations Matrix Data Collection form. Your team is expected to respond to escalations via the email handle within 48 hours as outlined in your integration agreement.
  • DoorDash will activate stores Monday to Friday (7:00am -3:00pm MST) once the menu has successfully been pulled.