DoorDash Says Delivery Workers Can Now Block Problem Customers and Cancel Rude Peoples’ Orders

DoorDash, the web meals ordering courier, introduced a collection of worker-safety-focused options on Monday. The modifications embody a brand new skill for supply employees to dam prospects who make them really feel unsafe, cancel an order if a buyer is impolite in a textual content or name, plus different shifts to the DoorDash app, as the corporate outlined in a blog post.

“We’re clear-eyed about safety and recognize there will always be more work to be done to help make dashing as safe as possible,” wrote the platform in its announcement. “That’s why our teams are constantly working on new technology and safety features to help Dashers stay safe before, during, and after every dash.”

Most of the brand new security options are rolling out initially within the U.S., Canada, Australia, and New Zealand. For one, the corporate’s couriers in these 4 nations, known as “Dashers,” can now report security incidents through in-app chat or calls extra rapidly. After reporting an incident or buyer, the supply service mentioned that employees will be capable of block future deliveries to that buyer.

Further, the supply service is introducing a chat function that auto-detects doubtlessly inappropriate messages despatched between couriers and prospects. If a Dasher receives a message interpreted as threatening or offensive by the AI, they are going to have the choice to instantly cancel that order.

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DoorDash also said it is piloting real-time safety alerts through samdesk. In the event of emergencies like bomb threats and building fires, the company said it will contact its couriers, and begin automatically cancelling orders to the impacted areas—notifying both the customer and Dasher. And DoorDash will start sending reminder notifications to encourage customers to turn on exterior lights to aid Dashers.

Finally, the company said it’s instituting automatic check-in messages if a delivery is “taking longer than expected.” Couriers will be prompted to select “I’m okay” or “I feel unsafe” within a 2-minute time window, if they don’t complete an order within the expected time. If they do not respond before the clock runs out, DoorDash workers will receive a phone call from an ADT security agent. Unlike the other changes, check-ins are set to begin with a smaller launch in New York City and Washington, D.C. before a broader, U.S. rollout.

Delivery work could be a dangerous job. There have been a few cases of widely-publicized, violent attacks in opposition to couriers. And its not the primary time the corporate has tried to deal with the issue by way of app-adjustments. In 2021, DoorDash first introduced an emergency-assistance button for Dashers.

However, as helpful as a few of these new options could also be in sure contexts, they fail to deal with one of many largest issues of safety confronted by couriers at DoorDash and past. Namely: automobile accidents and getting hit by vehicles. Surge pricing incentivizes supply employees to exit during inclement weather, which might up the chance of crashes. Speed is emphasised above all else. And couriers that use bikes and scooters to navigate dense, city locations like New York City risk serious injury and death amongst infrastructure designed to accommodate vehicles first.

Plus, even when supply employees do report crimes—to the businesses they labor for or to legislation enforcement—they’re often effectively ignored.

A big part of what makes delivery so dangerous comes down to the business model. Most couriers are considered contract workers, not employees. Without basic protections like pay guarantees, shift length limits, and insurance benefits—they are left vulnerable. Last year, New York City passed some of the first legislation setting standards for the delivery industry. Yet so far, similar policies haven’t spread nationwide.

Gizmodo reached out to DoorDash for extra particulars on the approaching modifications and for any accessible knowledge on employee security—for example the comparative fee of harm from accidents vs. violent prospects—however the firm didn’t instantly reply.